Is it possible to speak to a human being at UAD to troubleshoot?

[douglasjones23]

their stuff is spenny, why should i have to trawl through pages and pages of forums because their a.i. and customer support is useless, and their products full of bugs?

has anyone got a useable phone number in the UK?

 

[aceweapon]

They’ve taken away the ability for users to call and speak with somebody. These support agents of the past have been replaced with a support bot.

 

[agatsuma]

Feeling the pain

 

[Alexxon]

Actually you can click that "No, I still have problems" to raise your ticket to an agent. Or you can wait for Drew(Universal Audio) to pass your ticket to a customer support. He is not online now but he visit this place frequently. You can @ him.

 

[UniversalAudio]

We use a ticket system, no phones.

New Support ticket method.

Hey all, I wanted to let you know about the new way Support wants you to create tickets. Here's a video of the process: https://www.dropbox.com/scl/fi/ax8515p862lktk6hgasku/Create-Ticket.mov?rlkey=6lpeimxbgvoz7dz8fm9zwvqrg&dl=0 Go here: https://u.audio/support On this page you'll find...

uadforum.com

You CAN ask for a callback from your agent, and if they'll decide to do it or not.

 

[Quint]

We use a ticket system, no phones.

New Support ticket method.

Hey all, I wanted to let you know about the new way Support wants you to create tickets. Here's a video of the process: https://www.dropbox.com/scl/fi/ax8515p862lktk6hgasku/Create-Ticket.mov?rlkey=6lpeimxbgvoz7dz8fm9zwvqrg&dl=0 Go here: https://u.audio/support On this page you'll find...

uadforum.com

You CAN ask for a callback from your agent, and if they'll decide to do it or not.

I've asked an agent to speak on the phone on more than one occasion, and the agent responded by completely ignoring that I had even asked for a call back. They didn't say no, that they couldn't call back, or that they didn't want to call back. They just ignored that I even asked to talk on the phone.

Sometimes, a quick five minute phone call can be less demanding of an agent's time than a week's worth of back and forth over emails.

 

[UniversalAudio]

Sometimes, a quick five minute phone call can be less demanding of an agent's time than a week's worth of back and forth over emails.

This is all at Support's discretion of course.

 

[Quint]

This is all at Support's discretion of course.

I get that. But I would at least appreciate some acknowledgement from CS that I had asked, even if the answer was still going to be no.

It's the little things.

 

[UniversalAudio]

I get that. But I would at least appreciate some acknowledgement from CS that I had asked, even if the answer was still going to be no.

It's the little things.

Agreed.

 

[CaptKirk66]

Normalizing sub-standard customer service for premium products. Aka the decline of the western civilization. Unchecked capitalism. Imho.

 

[CaptKirk66]

Unless you want to go from a legendary brand to the McDonalds of audio production products.

 

[CaptKirk66]

I'm not going to be over-critical, but I won't go quietly on bullshit like this.

 

[Quint]

Normalizing sub-standard customer service for premium products. Aka the decline of the western civilization. Unchecked capitalism. Imho.

Agreed

 

[CaptKirk66]

Agreed

Granted I have been trying navigate automated phone menus for Los Angeles government agencies all day, so I may be a bit on edge with this issue.

 

[bigshinyT]

Can't say it any better!

It's in the end up to the customer to take a stand which starts by not purchasing or further support these companies. As long as we the customers accept this kind of support or even out of brand loyalty make excuses for these companies nothing will change. I take my stand and wont buy products from companies with lacking customer and product support. My experience with UA customer support is also not good, long waiting times, not answering specific questions and not providing the relevant information or fixes to solve the issue. In short, their support and products are lacking so they won't get my money at this moment. Will it make a difference with a company that rather brags about disrupting the market instead of listening and providing the best customer care for their customers? Time will tell...

I’m not sure how long you’ve been a customer, but for most of the last decade I’ve been with UA, their support has been excellent. The change over last 12 months or possibly a bit longer has been so monumental, it has to be labelled diabolical.

Nevertheless, due to their historic support excellence, I’m prepared to give it more time to see if they can get to grips with things and turn it around. The current status is unacceptable and will not stand for many as a continuing norm. They wanted to grow their customer base and did that successfully. Now comes the hard part that it appears to me, they did not plan for.

 

[Tsadar]

I’m not sure how long you’ve been a customer, but for most of the last decade I’ve been with UA, their support has been excellent. The change over last 12 months or possibly a bit longer has been so monumental, it has to be labelled diabolical.

Nevertheless, due to their historic support excellence, I’m prepared to give it more time to see if they can get to grips with things and turn it around. The current status is unacceptable and will not stand for many as a continuing norm. They wanted to grow their customer base and did that successfully. Now comes the hard part that it appears to me, they did not plan for.

This.

 

[UniversalAudio]

Normalizing sub-standard customer service for premium products. Aka the decline of the western civilization. Unchecked capitalism. Imho.

You're "checking it" with this post.

 

[Quint]

You're "checking it" with this post.

How is a snarky comment like this of any benefit to either the customer or UA?

In other words, why, as the company representative, make a comment like this at all? People have legitimate complaints about the state of customer service at UA these days, and you respond with a tone deaf response like THAT?

C'mon. UA can and should do better.

 

[UniversalAudio]

How is a snarky comment like this of any benefit to either the customer or UA?

In other words, why, as the company representative, make a comment like this at all? People have legitimate complaints about the state of customer service at UA these days, and you respond with a tone deaf response like THAT?

C'mon. UA can and should do better.

There is no snark. You're reading that into my comment. You do this a lot.

 

[Quint]

There is no snark. You're reading that into my comment. You do this a lot.

You're snarky, a lot.