Multiple support tickets, no response, 2 weeks

[Voyetra99]

Good afternoon. I've sent multiple support requests regarding a recent order, and I'm getting no response. I've even tried responding to an old email reply from support, to which I'll get an automated response, but nothing beyond that. This is regarding an order I made (Order Number 101777773 on 11/30. It was under the account voyetra99@gmail.com. It was the BX Masterdesk and Neve Summing plugin under a Custom 2 bundle. The masterdesk shows up...However the Neve does not,. In fact, the Neve still shows as a trial in the UA connect app.

Again, I've sent multiple tickets though the support system, with absolutely no response. Is there someone there who can assists? Has anyone else had orders where software was not delivered? Has anyone else been unable to get assists from UA?

 

[kleb]

Yeah me too... support ticket has been opened for over 2 weeks now.

Drew, any reason for this? Can you please look into it - support ticket #784663

I made an ordering mistake, then I tried out the wrong plugin and found it was a happy mistake I suppose! Still it would have been good to receive some kind of communication in case this were to happen again in the future.

Please consider the issue resolved and close the ticket.

 

[RogueM]

The masterdesk shows up...However the Neve does not,. In fact, the Neve still shows as a trial in the UA connect app

the Never summing is not a plug-in in the typical sense of the term, it is a LUNA extension. Check the manual.

 

[Voyetra99]

the Never summing is not a plug-in in the typical sense of the term, it is a LUNA extension. Check the manual.

That’s understood, but regardless it still shows as a trial in the UA control panel, and even more importantly, I’m getting absolutely no responses from UA to a support ticket…that to me is an even bigger issue…if I was down needing tech support, I’d be in trouble.

 

[Voyetra99]

Yeah me too... support ticket has been opened for over 2 weeks now.

Drew, any reason for this? Can you please look into it - support ticket #784663

I made an ordering mistake, then I tried out the wrong plugin and found it was a happy mistake I suppose! Still it would have been good to receive some kind of communication in case this were to happen again in the future.

Please consider the issue resolved and close the ticket.

I don’t even receive the automated response indicating received. I have no ticket number from the 2-3 claims I’ve made.

 

[LesBrown]

It sounds like UAD emails are not getting to your email account.

 

[Voyetra99]

It sounds like UAD emails are not getting to your email account.

I’m getting every last promo email. And the email about items still in my cart. I’ve always gotten at the very least the confirmation email with the support ticket number…now nada.it’s really frustrating as I paid money for something that for one reason or another I’ve not received, and I’m unable to get it straightened out. This has never been an issue in the past…any support ticket sent are responded to immediately with the automated message, then in a few hours by an actual technician.

At a recommendation found on another forum, I even emailed info@uaudio.com. No dice.

 

[Voyetra99]

I’m getting every last promo email. And the email about items still in my cart. I’ve always gotten at the very least the confirmation email with the support ticket number…now nada.it’s really frustrating as I paid money for something that for one reason or another I’ve not received, and I’m unable to get it straightened out. This has never been an issue in the past…any support ticket sent are responded to immediately with the automated message, then in a few hours by an actual technician.

At a recommendation found on another forum, I even emailed info@uaudio.com. No dice.

I figured I’d hit the forum up as nothing so far has worked.

 

[Voyetra99]

@RogueM Clearly, you can see that the Neve Summing is not authorized, but instead listed as still having days of my trial left...This is both in the UA connect app, (where you can purchase/authorize/Update your native plugins) As well as from within Luna itself.

I'll be real honest, I don't appreciate your snide remarks referencing looking in the manual. Paid plugins not being authorized, and the lack of response when support tickets have been left will not be something the manual would cover, nor is it due to user ineptitude. Over the past 2+ decades, I've spent thousands of dollars on UA hardware and software. I'm not a rookie with this, and would appreciate you refraining from leaving posts implying such.

Also, I do not appreciate being included in a collection of "Humpty Dumpties" leaving multiple support requests causing the delays. The bigger issue at hand is not receiving goods that have been paid for, and on top of that, not receiving an explanation when questioning the seller about it!

x

 

[bigshinyT]

@RogueM Also, I do not appreciate being included in a collection of "Humpty Dumpties" leaving multiple support requests causing the delays. The bigger issue at hand is not receiving goods that have been paid for, and on top of that, not receiving an explanation when questioning the seller about it!

Where did the "Humpty Dumpties" quote come from?

 

[cihanbaris]

Hi, I cant help with the UAD supports unresponsiveness, which is indeed a shame, but I had a similar issue with Capitol Mast Comp. I had it as a trial version when U12 came out and I was entitled to the upgrade, and it did not show up just like in your situation. I removed the trial version license from my Ilok and then got the full version in UA connect. You might want to try this.

 

[Voyetra99]

Where did the "Humpty Dumpties" quote come from?

Interestingly enough I saw it in my email notification of a reply to the thread. Didn't see it in the thread. But this above is what I'm referring to. As far as I'm concerned, this was unnecessary.

 

[Voyetra99]

Hi, I cant help with the UAD supports unresponsiveness, which is indeed a shame, but I had a similar issue with Capitol Mast Comp. I had it as a trial version when U12 came out and I was entitled to the upgrade, and it did not show up just like in your situation. I removed the trial version license from my Ilok and then got the full version in UA connect. You might want to try this.

This is a helpful suggestion. I will give this a try. Thank you.

 

[Voyetra99]

This is a helpful suggestion. I will give this a try. Thank you.

Unfortunately, this didn't work...Upon attempting to activate in UA Control, still showing as the remaining days of my trial. Good tip though....Guess I'm still waiting on UA to respond. Like I said, Glad this is not a technical issue where i'd be down...It is the principle of buying something and not getting it, and getting no response..super frustrating.

 

[bigshinyT]

Yes, it’s an odd one indeed. Something has slipped somewhere and support are still slammed as I understand it. Took me a few weeks to get a response, but once they’re on it, it’ll move quickly based on my own experience.

Your situ is a little odd, as you don’t appear to have a ticket number that you can post here. Support don’t work over the weekend, so hopefully Drew may see this thread tomorrow and try to look into it for you.

 

[Voyetra99]

Yes, it’s an odd one indeed. Something has slipped somewhere and support are still slammed as I understand it. Took me a few weeks to get a response, but once they’re on it, it’ll move quickly based on my own experience.

Your situ is a little odd, as you don’t appear to have a ticket number that you can post here. Support don’t work over the weekend, so hopefully Drew may see this thread tomorrow and try to look into it for you.

Yes, Hope you're right. What I thought was really strange, when I go to the website, browsing over plugins, it'll typically show what's "Owned". The Neve Summing is not. The BX MasterDesk, also part of that order, is showing as Owned..I"m sure it's just a weird glitch in their system, connected to why I'm also not getting responses to the support tickets. I"m certain they'll sort it out. It's mostly my OCD kicking in when open Luna right now, but I"m definitely not down.

 

[Deleted-66240]

Yes, Hope you're right. What I thought was really strange, when I go to the website, browsing over plugins, it'll typically show what's "Owned". The Neve Summing is not. The BX MasterDesk, also part of that order, is showing as Owned..I"m sure it's just a weird glitch in their system, connected to why I'm also not getting responses to the support tickets.

Native plugins and the Luna extensions don’t show under your owned plugins on the website. They only show in UA Connect.

I’ve had this happen as well in the past. The suggestion from @cihanbaris usually works. Sometimes it helps to log out of UA Connect and then log back in after deactivating the trial license in iLok.

Have you verified that the full version license is showing in iLok?

 

[Voyetra99]

Native plugins and the Luna extensions don’t show under your owned plugins on the website. They only show in UA Connect.

I’ve had this happen as well in the past. The suggestion from @cihanbaris usually works. Sometimes it helps to log out of UA Connect and then log back in after deactivating the trial license in iLok.

Have you verified that the full version license is showing in iLok?

I do believe that's incorrect. My Plugins, which are active both as individual and Console extensions, show up as "Owned" on the website. per the screenshot the Neve Summing plugin/extension is not showing, despite my purchase.

I will try the recommendation above...remove from iLock, Log out of UA, and log back in, but the fact the the website doesn't show it as owned to me means that there was some type of glitch in the purchasing process, and it will require attention from UA support...

 

[Deleted-66240]

Sorry, I thought you meant they weren’t showing on your account page on the site, not the sales page.

 

[Voyetra99]

Sorry, I thought you meant they weren’t showing on your account page on the site, not the sales page.

No worries. But yes, this is super frustrating on two levels. One, not having access to something paid for, and two, being unable to speak to someone to sort it out. I'll continue using Cubase for the time being...I do still have a little more than half of my trial left...It's the principle behind the matter though.