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Post by kcatthedog on Nov 28, 2023 15:42:06 GMT -6
Just called, taped message directs you to put in a ticket snd they’ll respond: eventually, and it disconnects:(
I worked a long time as a bartender snd dining room waiter, where real service, not lip service mattered.
My issue was not addressed or resolved, i have no idea when or if it will be and when I may hear from anyone: I can only wait.
Gee, what size of tip will I leave for this “service” ?
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Post by jmoose on Nov 28, 2023 15:51:25 GMT -6
I updated my UAD email address maybe 2 years ago? Should say tried... have tried several times still doesn't work.
Same thing with slickwater. They even had their IT dept create a file and try to purge all traces of the old me... nope!
All goes into the void. (oh well) Things still mostly work. Not totally complaining.
I'm guessing their buried in support tickets for all the native stuff..? first time users..?
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Post by Quint on Nov 28, 2023 15:59:03 GMT -6
Just called, taped message directs you to put in a ticket snd they’ll respond: eventually, and it disconnects:( I worked a long time as a bartender snd dining room waiter, where real service, not lip service mattered. My issue was not addressed or resolved, i have no idea when or if it will and when I may hear from anyone: I can only wait. Gee, what size of tip will I leave for this “service” ? Yeah, UA's customer service is kind of hot garbage these days. First it was reduced phone hours, like 10 to 3, Tue thru Thur, and then it was no phones at all when they went to the ticket system. I hate the ticket system. It sucks. IF, and this is a BIG IF, the ticket system was real responsive, like less than 24 hr response time, and you didn't get canned answers that required multiple back and forth messages over the course of a week or longer before you finally got an answer that sounds like it's actually coming from a human, it might be sort of okay. But none of those things apply, so it's not okay. It's one of my biggest complaints about UA right now. The decision to go to this new version of "customer service" reeks of typical corporate indifference. UA ain't the warm and fuzzy little small company you might remember from the past. |
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ericn
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Post by ericn on Nov 28, 2023 16:08:13 GMT -6
Disappointed? Yes, suprised? Hell no!
As manufacturers introduce new products, especially anything and everything that involves computers they always expect the support needs to grow linearly with sales, its exponential, as they move down market they assume the growth and support needs will again be linear, again there is an exponential multiplier. Add in the fact that no matter how large your beta test is with a computer based product you’re going to learn about all kinds of new issues as you go.
In the grand old days everyone bitched about how AVID’s qualification of any new product or platform lagged, they also complained why the docs were so specific about system build and why they wanted the dealer to supply turnkey rather than DIY.
This is why!!!! support, support support costs. Add in the fact that if you were to post your issue on this or any other forum you will probably get 9 suggestions that will probably make it worse.
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ericn
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Post by ericn on Nov 28, 2023 16:10:34 GMT -6
I updated my UAD email address maybe 2 years ago? Should say tried... have tried several times still doesn't work. Same thing with slickwater. They even had their IT dept create a file and try to purge all traces of the old me... nope! All goes into the void. (oh well) Things still mostly work. Not totally complaining. I'm guessing their buried in support tickets for all the native stuff..? first time users..? Funny Sweetwater never had a problem with my contract info or account, my old employer had me in the computer under 5 different accounts. GC at one point 15, only cleared them out because I talked to a VP. |
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Post by Quint on Nov 28, 2023 16:13:27 GMT -6
Disappointed? Yes, suprised? Hell no! As manufacturers introduce new products, especially anything and everything that involves computers they always expect the support needs to grow linearly with sales, its exponential, as they move down market they assume the growth and support needs will again be linear, again there is an exponential multiplier. Add in the fact that no matter how large your beta test is with a computer based product you’re going to learn about all kinds of new issues as you go. In the grand old days everyone bitched about how AVID’s qualification of any new product or platform lagged, they also complained why the docs were so specific about system build and why they wanted the dealer to supply turnkey rather than DIY. This is why!!!! support, support support costs. Add in the fact that if you were to post your issue on this or any other forum you will probably get 9 suggestions that will probably make it worse. Yeah, this was a concern a lot of people had when UA started going down market with a lot of new, lower level products and also just generally expanding into native. The thing is, I would be willing to pay for proper customer support. $10 a phone call or some sort of subscription or whatever. I hate what we have right now. |
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ericn
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Post by ericn on Nov 28, 2023 16:21:02 GMT -6
Disappointed? Yes, suprised? Hell no! As manufacturers introduce new products, especially anything and everything that involves computers they always expect the support needs to grow linearly with sales, its exponential, as they move down market they assume the growth and support needs will again be linear, again there is an exponential multiplier. Add in the fact that no matter how large your beta test is with a computer based product you’re going to learn about all kinds of new issues as you go. In the grand old days everyone bitched about how AVID’s qualification of any new product or platform lagged, they also complained why the docs were so specific about system build and why they wanted the dealer to supply turnkey rather than DIY. This is why!!!! support, support support costs. Add in the fact that if you were to post your issue on this or any other forum you will probably get 9 suggestions that will probably make it worse. Yeah, this was a concern a lot of people had when UA started going down market with a lot of new products and also just generally expanding into native. The thing is, I would be willing to pay for proper customer support. $10 a phone call or some sort of subscription or whatever. I hate what we have right now. You are one of the few, one of the biggest issues with paid support is the majority of software issues are at the time of installation so most wouldn’t pay a dime. Of course a good 30 percent of those issues really come down to didn’t read the instructions. |
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Post by mike on Nov 28, 2023 16:57:33 GMT -6
I sent UA a help support email days ago last week and still waiting for a response with none yet. Sent another earlier today to try again,.....nothing.
and now that Native Instruments has absorbed iZotope, their customer service has gone down hill also. It used to be you could send a email or support ticket contact info to Izotope and get a response within 24 hours......now I can't find an actual contact link or email but only find help articles with no direct contact info or link. same on either Izotope or NI Facebook pages with No message button available.
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Post by drbill on Nov 28, 2023 17:18:45 GMT -6
I sent UA a help support email days ago last week and still waiting for a response with none yet. Sent another earlier today to try again,.....nothing. and now that Native Instruments has absorbed iZotope, their customer service has gone down hill also. It used to be you could send a email or support ticket contact info to Izotope and get a response within 24 hours......now I can't find an actual contact link or email but only find help articles with no direct contact info or link. same on either Izotope or NI Facebook pages with No message button available. Makes me want to support the little guys even MORE!! I'm a slave to NI for Kontakt, but beyond that, prefer not to use them. PA is also now a part of the NI syndicate. These behemoths offer almost zip on the customer service front, and are becoming more and more unavoidable. It's happening with hardware also. I try to always buy direct from the developers website vs. PA or other monolithic giants. |
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ericn
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Post by ericn on Nov 28, 2023 17:38:28 GMT -6
I sent UA a help support email days ago last week and still waiting for a response with none yet. Sent another earlier today to try again,.....nothing. and now that Native Instruments has absorbed iZotope, their customer service has gone down hill also. It used to be you could send a email or support ticket contact info to Izotope and get a response within 24 hours......now I can't find an actual contact link or email but only find help articles with no direct contact info or link. same on either Izotope or NI Facebook pages with No message button available. Makes me want to support the little guys even MORE!! I'm a slave to NI for Kontakt, but beyond that, prefer not to use them. PA is also now a part of the NI syndicate. These behemoths offer almost zip on the customer service front, and are becoming more and more unavoidable. It's happening with hardware also. I try to always buy direct from the developers website vs. PA or other monolithic giants. The one thing about buying from a monolithic giant retailer vs direct; they carry more clout. Sad but true pissing you off means a loss of x in sales, if you as a manufacturer pissed me off it was a possible x to the power of x in lost sales, piss us off enough it was an x to the x to the x in lost sales. Also a mega dealer is also probably building systems so there is a possibility that someone there might be accessible who can offer some support or have someone at the vendor who will at least return a phone call. In situations like this you wouldn’t believe how well the line that “ I was going to be in a meeting with the owners so please page me so we can resolve this” got me a quick response😎 Not that I ever buy protection plans, but I have always wondered how they deal with software issues. |
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Post by Johnkenn on Nov 28, 2023 19:21:43 GMT -6
Yeah. I’ve got a ticket open. Nothing
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Post by Quint on Nov 28, 2023 20:50:26 GMT -6
Yeah. I’ve got a ticket open. Nothing Drew says that supposedly they're supposed to have a 72 hour turn around time, but with all of the recent issues they have going on over there, I think CS is overwhelmed, and thus not getting anywhere close to hitting that 72 hr window. |
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Post by kcatthedog on Nov 28, 2023 21:03:45 GMT -6
And that’s m-f, i sent ticket over weekend, ua clock doesn’t start till start of business Monday, for me 48 have already gone by and I have no idea if request was even received, no response: hardly customer oriented ?
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Post by doubledog on Nov 28, 2023 21:53:03 GMT -6
phone trees everywhere are designed to loop endlessly until you get frustrated and stop bothering them.
I am currently not purchasing from UA because they (apparently) accidentally disabled Firewire in the Windows driver builds (after 10.2.0). And if I can't upgrade, then I can't get the new plugins (or at least the DSP versions) so until they fix it (or officially tell me support for the Apollo FW silver is over) then I'm on hold. I didn't even fall for their 2 for $99 deal this year.
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Post by christopher on Nov 29, 2023 1:48:14 GMT -6
I’ll only chime in I signed up for the free plugin on Halloween. Spent half the day trying to figure out how to get installed/approved and gave up. The site seemed overwhelmed.
I can only imagine the mountain they are facing.
A guy I know who has NEVER recorded anything ever was sold the Volt system and plugin bundle from his guitar shop. When it’s down to the guitar pedal guys that’s millions of potential customers. And here I am with decades of installing audio apps struggling, imagine all the newbies
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Post by christopher on Nov 29, 2023 1:54:51 GMT -6
Disappointed? Yes, suprised? Hell no! As manufacturers introduce new products, especially anything and everything that involves computers they always expect the support needs to grow linearly with sales, its exponential, as they move down market they assume the growth and support needs will again be linear, again there is an exponential multiplier. Add in the fact that no matter how large your beta test is with a computer based product you’re going to learn about all kinds of new issues as you go. In the grand old days everyone bitched about how AVID’s qualification of any new product or platform lagged, they also complained why the docs were so specific about system build and why they wanted the dealer to supply turnkey rather than DIY. This is why!!!! support, support support costs. Add in the fact that if you were to post your issue on this or any other forum you will probably get 9 suggestions that will probably make it worse. good point and I have to admit it makes total sense for “pro” users. There should be a phone tree quiz only experienced folks would know.. get it right and you connect to a human. It’s fun to imagine the questions |
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Post by kcatthedog on Nov 29, 2023 2:28:53 GMT -6
I sympathize with the new client or established clients getting poor service, but ua chased this business hard and has apparently dropped the ball badly providing client service: can’t have it both ways.
Think I eill launch another ticket as i haven't even received anything acknowledging the first ticket which makes me worry there isn’t one.
Juxtapose this, with emailing plugin discount early the other morning: quick response from Tony: two different days, problrm resolved quickly.
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Post by kcatthedog on Nov 29, 2023 2:56:10 GMT -6
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Post by frans on Nov 29, 2023 4:02:41 GMT -6
Last time i needed support it was like, 7 years ago? Back then it went swift and the issue was resolved with maybe 10 mails back and forth in two weeks. I can imagine they lost it when they went native.. i always liked their thing when they were more "pro".
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Post by nick8801 on Nov 29, 2023 4:50:54 GMT -6
Used UA support in 2006. Had a question about my solo 610. Called, got a guy on the phone. Problem solved in 10 minutes. Times have definitely changed for UA. All I have now is a satellite.
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Post by kcatthedog on Nov 29, 2023 5:00:42 GMT -6
Ya, ua ol school !
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Post by gwlee7 on Nov 29, 2023 6:29:36 GMT -6
phone trees everywhere are designed to loop endlessly until you get frustrated and stop bothering them. I am currently not purchasing from UA because they (apparently) accidentally disabled Firewire in the Windows driver builds (after 10.2.0). And if I can't upgrade, then I can't get the new plugins (or at least the DSP versions) so until they fix it (or officially tell me support for the Apollo FW silver is over) then I'm on hold. I didn't even fall for their 2 for $99 deal this year. It’s always a crap shoot with buying hardware from them. My Twin USB was rendered obsolete less than a year from purchase. |
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Post by johneppstein on Nov 29, 2023 10:59:20 GMT -6
I don't really understand why people still deal with them...?
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Post by kcatthedog on Dec 3, 2023 9:16:21 GMT -6
Man, hadn’t been on ua forum site in months, just reviewed the Customer Support thread, what a shit show the last while has been with all the sale pricing/deal inconsistencies.
I understand that when IT systems go wrong, they can go dreadfully wrong, but still: ua is hardly new at this ?
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Post by kcatthedog on Dec 5, 2023 16:02:01 GMT -6
So, i have now heard back from CS, took a week, but I guess if they have a lot of clients ahead of you:,that’s all she wrote .
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