New Support ticket method.

[UniversalAudio]

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:

Dropbox

www.dropbox.com

Go here:
https://u.audio/support

On this page you'll find articles and links to common solutions.

You'll also notice this blue icon in the bottom left corner. This is the chatbot. Use it to get initial questions answered (it has a very high success rate already) and if that doesn't get what you need, you can also use it to open a ticket by typing "ticket". This is the new way to get with Support. Enjoy!!

 

[Matt Hepworth]

Stickied!

 

[Spx90]

Good morning everyone,
I didn't know about this new system for requesting assistance,
I had opened other tickets in the past, without any problems!
The chatbot drove me crazy..
Because from the official website, I didn't understand the correct procedure.

Only now on this forum did I understand.....
I hope that in the future artificial intelligence can improve the chatbot (perhaps even localized for each country).

Thank you for listening
Paul

 

[mimp]

Thankfully “how can I contact a human” gives the correct response, otherwise these sorts of bots are like pulling teeth. Well done for providing a shortcut to people who know they’ve already RTFM.

 

[DaveNJ]

I just created a case using this but the link provided to me in the email is invalid (I get the "Oops - THE PAGE YOU WERE LOOKING FOR DOESN'T EXIST" page). I want to add some details - logs, system reports, etc - that I know support will ask for. FYI - @UniversalAudio

 

[DaveNJ]

Yeah, it looks like it just took some time for the link to be active in the support system - all good now. I was able to add additional details…

 

[Spx90]

Biglietto 783829
Biglietto 785237
grazie per la sua cortese attenzione

 

[Fumbles]

How do they contact you back? I opened a ticket and was looking for a way to enter my phone number but didn't see it. E mail doesn't seem feasible.....it surely has to be in person? Also what are the wait times for a response? I'm freaking out about an issue where I cannot even install the update for Sonoma....brand new Mac, can't do a thing. So frustrated!

 

[UniversalAudio]

How do they contact you back? I opened a ticket and was looking for a way to enter my phone number but didn't see it. E mail doesn't seem feasible.....it surely has to be in person? Also what are the wait times for a response? I'm freaking out about an issue where I cannot even install the update for Sonoma....brand new Mac, can't do a thing. So frustrated!

They'll reply in the ticket and you can add info to the ticket.

 

[Mr.Kite]

The bot was not helpful to me.

I decided to send an email to an unresolved issue from a year ago and got response with the ticket number #783664 which was 9 days ago. I've still heard nothing.

Here is my issue. It seems unique as nobody can figure it out or fix it.

Last year I had an issue where I bought a plugin by my wifi had cut out before the transaction could fully go through. End result was that my card was charged but I did not receive the plugin. I was advised by UA to cancel the transaction from my bank.

I did as instructed. Then UA blocked my card for stopping payment. When the UA rep looked into the matter it was easy to see that I had never actually purchased the plugin. No transaction existed so stopping payment was not done in error. I did not blame UA for this as the glitch seemed more due to bad timing of the purchase. I just wanted it resolved.

UA then proceeded to unlock my card.....but it didn't work. It kept rejecting my payment.

By the end of it I was told to use a different card or sign up for Pay Pal because the issue seemed to be with my card.

This was a year ago. I haven't been able to buy a plugin from UA since November 2022. Last week I wanted to buy the Sound City plugin. My card still doesn't work. "Ok" I thought, "I'll just bite the bullet and use my wife's card".... no go.

The interesting thing is that, before I paused my subscription, I was able to pay for Spark with my card for months after this issue.

I emailed this to support almost two weeks ago because this indicates that the issue has nothing to do with what card I use and more to do with my UA account.

I'm hoping that

a) we can resolve the issue and
b) I can still get Sound City at the crossgrade price.


Additional question: If I purchase through Plugin Boutique would that be a good workaround and if so can I get the crossgrade price through them?

 

[Guitarpresence]

I find the new support contact method unacceptable. I hope others with also express their dissatisfaction with the system. This is a great way to lose existing customers and deter new customers. Once I was finally able to submit a ticket, I received an email with a link that gives me an error and no way around it. Support is such an important part of customer satisfaction, I am surprised that UA has no concern for their customers. They have continued to make more and more difficult to get support. I have been a customer for a number of years, but their lack of support is making consider selling all my UA products and going through the painful transition of changing platforms.

 

[Fumbles]

I find the new support contact method unacceptable.

There is a wait but what else are you going to do? Move to a different manufacturer interface or product?

I can tell you I am running into this with a few developers/manufacturers....."due to the high volume...." people are busy. Many places have reduced staff too and the poor people who are still doing these gigs are having to do the extra work.

I personally just had a very pleasant and successful experience and my problem is resolved. As far as the Bot....well yes. Just create a support ticket and hang in there.

Persevere......try be patient and give them the time and just keep trying. I do not for a second believe that they do not care about their customers. Sorry you are frustrated.

 

[Guitarpresence]

UA made the decision to go into the market of lower cost products so they could get higher volumes and higher profit (nothing wrong with that), but they have not scaled there support team to meet that demand. The customer is one who pays... As I mentioned above, I think their support people do a great job, it's the bean counters that have made the decision to not staff support adequately for the increase in product and to implement a sub par bot. The error I get is something to do with an invalid email (user) which has been a repeating problem for me. I have tried to get them to fix it but here it is again.

 

[Fumbles]

I think their support people do a great job, it's the bean counters that have made the decision to not staff support adequately for the increase in product ......

I don't know for sure regarding UA but I have noticed since COVID that many many companies seem to have reduced staff, or people left voluntarily, to the point that the remaining employees have to shoulder the load of those who left.

It's great you mention the support staff employees as separate from corporate. As conservative as I am, I'm very much about labor......the person doing all the work at various companies. They go in every day and try to make a difference, sometimes not being fairly compensated or waiting forever for a raise........ while CEO's bathe in money.

To be sure I'm definitely not saying this goes on at UA but it does seem something that has worsened globally....corporate greed.

Dumb suggestion perhaps, but would creating a new E mail address/account just for this issue and restarting the ticket be something to consider?

 

[Barcode]

Waited over 72 hours and still no reply to my ticket #787181 ... im missing out on custom and cant imagine the amount of other people that are also in the same boat as my self! Is there anything that can be done to speed up the process. I have the most simplistic issue that i cant imagine would take long... I know there's a que but even a reply to let you know where you are in the que would be better than no reply for days.

 

[UniversalAudio]

Waited over 72 hours and still no reply to my ticket #787181 ... im missing out on custom and cant imagine the amount of other people that are also in the same boat as my self! Is there anything that can be done to speed up the process. I have the most simplistic issue that i cant imagine would take long... I know there's a que but even a reply to let you know where you are in the que would be better than no reply for days.

You'll be at 72hrs Monday AM. Look for a reply then. You have plenty of time to get the 3/6/10 bundle deals.

 

[RogueM]

 

[Fumbles]

................. .

RogueM......was that your plug in cleaner? Worked well thanks. Only thing is......Apple did not want me to download it, said it would damage or be dangerous to my computer. Is there a way for you to change that so it trusts the download from you?

 

[kcatthedog2]

I used this new system to launch ticket nov 25,7:14 pm, no response yet.

So, i have no info, no ticket number, nada.

Did the 72 hour clock start next day, 28thx start of business?

 

[UniversalAudio]

I used this new system to launch ticket nov 25,7:14 pm, no response yet.

So, i have no info, no ticket number, nada.

Did the 72 hour clock start next day, 28thx start of business?

All tickets are issued a # when you create them. So if you didn't get a #, something happened during the process.