UA Customer Service Options?

[vtdylan]

Does anyone have any advice beyond using the help.uaudio.com chat bot to get tech support from Universal Audio?

Here's my issue:

I have owned an Apollo Twin MKII since 2017 and have accumulated a number of plugins. I recently purchased an Apollo Twin X and successfully registered it to my account. However, upon registration I accidentally assigned it as System 2 (my Twin MKII being system 1, doh!). As such, the plugins I’ve accumulated are associated with my old interface, which I plan to sell. Over the past couple weeks I have tried to use the Chatbot on help.uaudio.com and have not received any follow up. It appears UA has discontinued their phone service tech support. Does anyone have any other contacts they recommend so I initiate this merging of my plugins into my new Apollo X system?

Thanks!

 

[aceweapon]

Support is super backed up, and for me a typical response has been around 10 days the last few months. Phone support has been discontinued. Go to the following link and try to update your ticket:

https://help.uaudio.com/hc/en-us/requests

In the meantime, use the 14 day demos of any plugins you need access to.

 

[Quint]

We all need to demand better from UA. The current state of customer service at UA is completely unacceptable.

 

[Neotrope]

Only way to deal with the "system moves" stuff is a support ticket. They have always sorted such stuff for me. Just a little slow lately. Used to be 3-4 days. Little longer right now, it seems. Had same issue when I got an Arrow for home office and added x16 to music room. Oops.

 

[vtdylan]

Thanks, all. This is helpful. As a long-time user of digital UAD products (15+ years), I am dismayed that they've discontinued call or email support. Sure, a chatbot can be an effective general information tool. I work in a customer-facing field and I am familiar with their purpose and potential uses. However, for questions that are more complicated and require a back-end fix by a human, walling off customer inquiries to a chatbot is inadequate. I would be less sensitive if there was routing to an actual person within 24 hours during business hours (or even 48 hours!).

Whenever I've had issues with competing brands--Waves for instance--the phone support is critical to getting a quick fix. I imagine the lapse in UA service is even more problematic for music industry pros who rely on the platform for professional services. Finally, I note that the cycle of technology has increased and the pace of updates and changing ports, peripherals, and software requires more frequent service than the days of CD-based software. Eliminating a phone number and routing inquiries through an unstaffed intake chat seems short-sighted. Hopefully they read this and other feedback from customers who are unhappy with the customer experience via chat functions.

 

[Deleted-66240]

You can skip past the chatbot and go right to creating a support ticket pretty easily. It's not much different than it was before (at least since I've been using UA stuff).

I HATE chatbots, but I'm sure UA is also trying to reduce the number of support tickets that could easily be solved if users would do a little reading and find some answers for themselves.

Also, there are other ways to get direct support. For instance, the local store where I buy all of my gear has a UA rep in-store most days of the week. So it's pretty easy to for me to call or visit the store to get direct help. I get that not everybody has that option though....

 

[scratch17]

You can skip past the chatbot and go right to creating a support ticket pretty easily. It's not much different than it was before (at least since I've been using UA stuff).

How do you bypass the chatbot?

 

[Deleted-66240]

Type in “agent”, and it brings up the choice to start a support ticket without jumping through all the hoops.

 

[UniversalAudio]

Type in “agent”, and it brings up the choice to start a support ticket without jumping through all the hoops.

View attachment 16992

Indeed, this is the streamlined method I posted about here:

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...

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