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UA support closed for whole week/weekend?

tgorle

Member
Hi. I bought a UAD-1 on November 21.
I've been trying to register it online ever since the 23rd when the seller provided all the necessary information to UA. It's now the 26th, I still can't complete the transfer online, and nobody is answering the phone on the support line.

Is this typical???
 

Akis

Sadly, left this world before his time.
Moderator
They usually take weekends off, as every other company does. Rest assured, they will answer your enquiries appropriately when back at work. 8)
 

Akis

Sadly, left this world before his time.
Moderator
UA frontpage said:
UA will be closed on November 24th & 25th and therefore will not be offering Customer Support during this time. We hope all our customers enjoy a Happy Thanksgiving! UA will reopen for business on Monday November 28th.
 

tgorle

Member
I guess they left early on Wednesday too...
Too bad some of us need to work before next Monday.

I would expect a business that sells worldwide and offers \"International Support\" would provide service 24/7/365. The World does not celebrate Thanksgiving, and most of the US only does on Thursday.
 

Akis

Sadly, left this world before his time.
Moderator
tgorle said:
I would expect a business that sells worldwide and offers "International Support" would provide service 24/7/365. The World does not celebrate Thanksgiving, and most of the US only does on Thursday.
Do you know of any audio related company that offers that? :)

AFAIK, they're human like us (?) and I don't think they have the budget to support a 24/7/365 support service.
 

Beat God

Member
ua is an american company and we celebrate thanksgiving. i applaud them 4 giving their employees thurs and fri off. patience is a virtue.
 

Eric Dahlberg

Purveyor of musical dreams fullfilled.
tgorle said:
I would expect a business that sells worldwide and offers "International Support" would provide service 24/7/365. The World does not celebrate Thanksgiving, and most of the US only does on Thursday.
Audio companies aren't generally large enough nor profitable enough to do things like this. There are a few giants out there like Roland, Fender, Yamaha, et al, but the vast majority (including UA) are very small operations (as in under 50 employees). UA may have a strong presence in the DAW community but this is still a tiny niche market, not nearly large enough for them to start commissioning support operators in India or anything like that.
 

billybk1

Shareholder
Yeah, how dare UA give their employee's time off to spend with their families, during an important national U.S. holiday. Work 'em seven day's a week I say. :p I know many europeans like their 6-8 weeks of paid vacation, during the year, but we are lucky to get even 2 weeks, in the states. We take it when and where we can, including during the Thanksgiving holiday.

If you had bought a new UAD-1 card, instead of going through a 2nd party, the whole process would have been totally automated online and you would have been registered and up and running in a few minutes. By buying second hand, the process will take longer because you have to get a real person involved, in the transaction, which will take additional time.
FWIW, UA is providing the re-sale, of used UAD-1 cards, as a service, for it's user base. While many other software companies don't allow re-sale or at least charge a modest admin fee for the trouble. It is not costing you or the re-seller a dime to transfer, but UA gets stuck with the admin costs and the grief when it takes a few more day's because, of a national holiday. :?
Trying to do this right before a major U.S. holiday (probably the second biggest national holiday next to Christmas here in the states), is not going to help your cause. Would you expect any different trying to do the same thing on Christmas Eve?

If you really had to have it for this weekend, in retropspect, it might have been prudent to have just bought a new one, for a few extra bucks, in the first place.

Anyway, UA's customer service is top notch, I am sure you will get it all sorted, come Monday. It will be well worth the wait, I'm sure. :wink:
 
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