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Post by wiz on Dec 9, 2020 19:34:46 GMT -6
Never done Zoom, but sure I am interested cheers
Wiz
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Post by wiz on Dec 9, 2020 16:21:35 GMT -6
I checked with CS. Please reply to your ticket with them, they're awaiting a reply. Okay, this is the straw that broke the Wiz's back. After all I have been through, this just really raised my frustration. This post, implies UA is awaiting information from me... THIS COULD NOT BE FURTHER FROM THE TRUTH. www.dropbox.com/s/x96x4ekid0dpfip/Screen%20Shot%202020-12-10%20at%207.59.33%20am.png?dl=0www.dropbox.com/s/x1rwn6mbomzutk8/Screen%20Shot%202020-12-10%20at%207.59.12%20am.png?dl=0Here are screen shots, from UA's own support page. You can see all open support tickets are closed. They did that not me. You can also see in the last communication I had with support 22 days ago they , referred me to Mannys, and to let them know if I had any questions, and closed the ticket. To say, that Support is waiting to hear from me, is at best well,ingenuous... and really just feels like the final slap in the face. It makes it look like I am the problem. I am not. Let me tell you this UA. What I have been through is nothing short of ridiculous... the snail like speed of the process of support is frustrating, emailing back and forth, with one question , followed by another, instead of giving me a list of troubleshooting procedures to follow, so I could do them all then get back to you, frustrating! Or perhaps having your support hours open longer, not everyone lives in the USA. The fact that we had to go through weeks, of that, to only be told, "you need to take it back to the store", after THEN talking to the distributor, FRUSTRATING!! The fact that the left arm of your support chain here in Australia has no clue what the right arm is doing.... FRUSTRATING! The fact that I really had to do all the work here , to get this resolved..... FRUSTRATING! Then to have posted on this forum, that UA are waiting to hear from me... with that implying that I am somehow to blame for the delays in this process... IN-FRU-RI-ATING! You hear me? Learn from this Drew! Pass it up the chain, make it a case study in how support should not be provided. I worked in the highest levels of customer support in the 90s in one of the largest computer companies of the day... handling multi million dollar support issues for extremely large computer systems for stock exchanges, large financial institutions... You couldn't write a better example of poor customer support experience... Know, that your and everyone else's pay check relies on people like me? This whole experience leaves an extremely bad taste in my mout regards Universal Audio. Know that, over 90% of people, don't complain when they have a poor customer experience, and know that if you can resolve the 10% who do, you can often get a customer for life. Make this right... make me the last person who has to have this experience. Your Plug ins are fantastic, your interface sounds, fantastic. I bet there aren't many hardware/warranty problems... the rate of failure would be very small, probably less than 1-3%. So, when you do have a failure, you should get it right...right? Send out loan units, what would that cost? Less than people reading this experience and deciding to pass on a UA interface? Maybe maybe not. What do I want now? Well, firstly I hope the new unit performs well .. that would make me happy... What do I deserve? I think, I deserve an apology... Also, tell your support team, and you write the following word on a post it and put it on your screen, so you see it each morning.. EMPATHY FIRST! Display empathy, genuine empathy when you are in support.... you should feel it. The customer has an issue, you are there to provide help to the customer... if you don't have empathy, get out of the job Wiz Peter Knight
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Post by wiz on Dec 8, 2020 22:42:03 GMT -6
Just heard back from Mannys, a new one on the truck to me today or tomorrow.. (thump) sound of Wiz hitting the floor.... All's well that ends.............................................. Question for you: Do you think Drew from UA greased those wheels at Manny's? Similarly: should it take having an acquaintance/liaison/brand representative on a message board (with a bit of accountability built into it) to get a customer the sort of service they should get in the first place? I've not had great support service from UA, either. My experience was a whole lot of "it's not our fault it's yours." Fed up, I found the problem. I found a workaround on my own. It's their software. No I don’t think drew had anything to do with it...this was really all me, chasing everyone and then quoting Australian consumer law. had I not chased this...it would have gone on for ages.... Remember universal audio support sent me back to the retailer and closed the support ticket. They had no interest in following it up at all. Its been really poor service from all companies involved Wiz
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Post by wiz on Dec 8, 2020 20:40:44 GMT -6
Just heard back from Mannys, a new one on the truck to me today or tomorrow..
(thump) sound of Wiz hitting the floor....
All's well that ends..............................................
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Post by wiz on Dec 8, 2020 19:23:48 GMT -6
This whole process is f*98ng glacial....... If I wasn't chasing everyone on this side of the pond NOTHING would happen. There are now 3 companies involved, not counting UA. (this is why I F())(CNG HATE THE AUSTRALIAN DEALER MODEL, THEY CHARGE A MARK UP AND ALWAYS DO JACK SHIT) There, now I feel better. I eventually got hold of cmi (distributor) who had it on their bench for days, couldn't fault it. It happened every time I turned in on here, within 30mins in the end. The have now fowarded it to Technical Workshops for repair... so that's Mannys for a week of tests, cmi for at least two weeks and now Technical workshops. Luckily I got the RA number and called technical workshops and got to speak to the tech. He said he saw it fail (hallelujah) so he knows its broken. He hasn't spoken to UA as yet, as he wants to isolate WHICH BOARD IS FAILING!!! or if its a ribbon connector etc (un f*&ing likely) He was thinking its a physical connection issue, I politely asked why then if I switch it in console, and the only thing that physically happens then is a relay throwing, how its physical? I suggested what svart said, leaky cap, but he dismissed that, and me to a lesser extent... Anyways, so he wants to isolate the issue, then hit up CMI for a part, which they might not stock, and if not, order from UA .... I then thanked him for his time and phoned Mannys (store that sold it)... they hadn't even been updated on the progress.....TWorkshops, CMI, Mannys... me, that's the chain of information here.... So I explained to them, the issue of time that this will take... and requested a replacement... they are as I type, running it up the chain in Mannys, to see if they will send me one... I have remained calm, during this whole saga,(until I started writing this post LOL) But I have reached the end of my considerable patience.... Will update this post, when I hear back from Mannys..... Companies should skip the whole dealer model here in Oz, and just sell direct.....they are pointless.... I have NEVER had any usable support from a dealer here in Oz, and have always been ahead of them with information due to the internet... it is hopeless here Wiz
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Post by wiz on Dec 5, 2020 16:49:57 GMT -6
I poked CS, will report back if I have any actionable info! Thank you
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Post by wiz on Dec 5, 2020 3:43:09 GMT -6
Do you have a ticket # I can look into for you? 484817 488893 489256 488890 thanks Drew Wiz
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Post by wiz on Dec 4, 2020 16:41:45 GMT -6
Drew thanks for replying.
I am away today but will get you the ticket number I have with universal support tomorrow. Appreciate it.
No laws have been broken as yet... as the law includes the words reasonable time.....
Certainly if I am refused a replacement should it be determined that I have to wait for parts or it takes longer than the 7 days now I have asked to have this resolved within...one could consider in unreasonable as the failure was first reported on October 2.
Let’s wait and see what the conversation between universal audio and CMI turn up over the next day or two
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Post by wiz on Dec 3, 2020 18:32:01 GMT -6
It goes on... and on....
I reported this issue to UA on 2 Oct.
11 Oct, UA tells me , hardware issue, send back to store (Mannys).
Mannys get the item, test, and forward to distributor a few days later
Distributor (CMI) then soak test unit for 24 hours (2 Dec) and then contact Mannys saying they can't see the problem, and are now in talks with UNIVERSAL AUDIO!!!!!!
(Mannys just contacted me, and said that if UA say it needs to be repaired, my wait could be even longer due to parts needing to be sent!!!!!!)
I provided detailed accounts of problems, how it can be cleared (but comes back) a video of the issue..... 8 gazillion emails back and forth between UA, Mannys , now CMI and me.
Called CMI in the vain hope of speaking to a tech so I could walk through the issue......
Its been over 2 months.
I have sent Mannys an email , saying that if its not resolved in 7 days, can I please, as is my right under Australia Consumer Law, to have a replacement sent to me.
I figure I have been more than patient and understanding...
@drew @ UA can you please get involved here, especially now its gone back to UA, for the second time. (tried to tag Drew, but couldn't get the syntax right, PM'd)
Wiz
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Post by wiz on Nov 29, 2020 21:13:37 GMT -6
Perhaps stuff to make your day easier, more comfortable.... Aeron Chair... couldn't live without mine. Enough leads, stands etc so you don't have to break things down to do something else tracking wise.... etc etc Seriously, this is probably the best idea...Convenience is the biggest thing for me. I really just need to buy enough of everything (I/O, pres, comps, mic stands) to just be set up where I don’t have to change/setup anything. As you know this year sold off most of my hardware, and did exactly this.
Everything is set up and ready to go, I walk in, Turn on, pick the appropriate preset in the Apollo console open the logic project and I’m ready to go, cans mix, just the right amount of reverb, preamps are dialed in..microphones set up and positioned.....tune the guitar and hit record.
it’s actually reduce the amount of time I spent in the studio.
Of course the one caveat being you must have a functioning Apollo....
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Post by wiz on Nov 29, 2020 19:35:25 GMT -6
Nothing to add... except... geeze I am getting some stuff done around the house... LOL
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Ozone 9
Nov 29, 2020 19:33:46 GMT -6
Post by wiz on Nov 29, 2020 19:33:46 GMT -6
I didn't use its AI , just its plug ins... the low end focus was great, I couldn't get that any other way... and its widener was really good.
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Post by wiz on Nov 29, 2020 19:31:20 GMT -6
Hudson 6 string E9 pedal steel... being built for me as we speak...
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Post by wiz on Nov 29, 2020 19:29:35 GMT -6
Perhaps stuff to make your day easier, more comfortable....
Aeron Chair... couldn't live without mine.
Enough leads, stands etc so you don't have to break things down to do something else tracking wise....
etc etc
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Post by wiz on Nov 28, 2020 20:25:15 GMT -6
I ended up just using the widener and low end control options in Ozone.. and mastered the album myself.
Cheers
Wiz
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Post by wiz on Nov 28, 2020 20:23:46 GMT -6
Actually, I know wiz uses one of their mics and his tracks always sound great - so maybe they have a few usable mics in their lineup. Do you still use any of them, wiz ? You never do. You're someone I would welcome the opportunity to work with some day. you're a righteous mofo with a conscience. You're not alone, as I've previously indicated. Hey dudes.... I have a load of experience with rode mics.. .having owned and or used most of their line up over the years. The only one I have left, is the Rode NTR... all my acoustic gutiars, Reso, dobro, 6 string banjo etc is what its used on. Its an absolutely killer mic , regardless of the price and warranty which are both really really good... its also a ribbon that you don't have to baby at all..... The rest of the line up, suits a price target...meaning they are all good to very good, at their price point against the competition. Where rode is simply unbeatable is their warranty. I had them replace capsules on mics well out of warranty with no cost, and free shipping back to me. Hard to beat. The original Rode Classic was really really good. At the time when I first got into them, early 90s, there was really only Rode and AT available at that price point here in Oz, which was the first affordable LDC I came across at that time. cheers Wiz
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Post by wiz on Nov 26, 2020 21:20:19 GMT -6
It’s at the distributor as of Wednesday.
Waiting waiting waiting
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Post by wiz on Nov 25, 2020 5:47:32 GMT -6
I loooooopove extreme isolation cans
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Post by wiz on Nov 23, 2020 17:26:16 GMT -6
I only have 8g.
I run superior drummer
I have edited all my film clips on this as well.
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Post by wiz on Nov 20, 2020 0:03:30 GMT -6
I am hopeful
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Post by wiz on Nov 18, 2020 16:32:54 GMT -6
Links are dead
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Post by wiz on Nov 18, 2020 16:31:40 GMT -6
I think when you download and update your UAD software they get reset as well
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Post by wiz on Nov 16, 2020 19:22:20 GMT -6
Here’s my electromatic live
Plays great this was into a Princeton
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Post by wiz on Nov 15, 2020 21:17:28 GMT -6
For those that are using this - do you use it for mastering, or are you using it and then also sending it off for mastering? Excellent question I use it, to tighten the bottom end and widen a touch. That’s followed by fab filter L1 as limiter...and that’s what gets pressed. cheers Wiz
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Post by wiz on Nov 12, 2020 20:50:22 GMT -6
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