AlanMiller
New Member
10 days now.....
Why are support taking so long to respond to raised requests?
- Thread starter AlanMiller
- Start date
UniversalAudio
Official UA Representative
Because we're growing like crazy, adding tons of new users.
What is your ticket #? Happy to look into it for you.
AlanMiller
New Member
Thanks Drew - I imagine that going native certainly has opened up a lot more opportunities, which is good for business. Just need the infrastructure for supporting that approach to catch up! I don't want to re-prioritise your support team, but #781659 might actually be a common issue at the moment. Thank you!
UniversalAudio
Official UA Representative
Support has replied. They'll take it from here. Thanks for your patience.
Resolved, thank you. Support were very responsive and helpful. Improving the waiting times before contact, or maybe responding with an indication of expected response time would be less frustrating for users perhaps? Just having a ticket sitting open for so long with no interaction felt like neglect (poor little lamb that I am) which is exacerbated by the speed of the internet these days where everyone just expects everything instantly.
easyrider
Venerated Member
Why not grow your support department to cope?
if you’re gonna open the restaurant to more customers….you need more tables and chefs….
otherwise people would be waiting days for a meal….
deangersmith
Member
I have paid for a spark subscription, amazing how quickly the money left my account, without a glitch. I now have issues and haven't even been able to use the software yet, almost 5 days now. Requests I raised show me this when i click on the link in the email from UAD support:
OOPS
THE PAGE YOU WERE LOOKING FOR DOESN'T EXIST
You may have mistyped the address or the page may have moved
I have now requested a refund, I do not even want to use the software with service like this, I'll stick to the two other plugin subscriptions I use elsewhere, this is unacceptable service and poor customer service. UAD should rather check to see that I have actually been able to use their software before takng payment so swiftly. Please help me or refund me immediately.
OOPS
THE PAGE YOU WERE LOOKING FOR DOESN'T EXIST
You may have mistyped the address or the page may have moved
I have now requested a refund, I do not even want to use the software with service like this, I'll stick to the two other plugin subscriptions I use elsewhere, this is unacceptable service and poor customer service. UAD should rather check to see that I have actually been able to use their software before takng payment so swiftly. Please help me or refund me immediately.
UniversalAudio
Official UA Representative
We have!! Thanks for your patience.
deangersmith
Member
My request ID is - 787607
UniversalAudio
Official UA Representative
Support aims for 48-72 hr response times, and they do not work weekends so look for a reply within that time frame.
They're also playing catch up from holiday sales, so it might be a little longer.
deangersmith
Member
I get that, my initial request which was almost 5 days ago now, was not responded to, and has somehow disappeared with that 'page does not exist' message? anyway, i look forward to resolving this swiftly, I've paid, very quickly, I expect the same service I guess. When times comes for the subscription to renew - will UAD give me and extra week or two because I was not able to use the software for that long after purchasing it? I honestly doubt that.
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deangersmith
Member
Hi UAD,
I'd like to make a suggestion, perhaps you should move some of the people who do your marketing over to the support team? Making customers (Who PAY you) wait over 5 days, for support, and can't use your subscription based software while waiting is not a good business plan, especially when you company sends out this much marketing into my inbox, it's quite clear where your priorities lie. Do you think I am overreacting?
I'd like to make a suggestion, perhaps you should move some of the people who do your marketing over to the support team? Making customers (Who PAY you) wait over 5 days, for support, and can't use your subscription based software while waiting is not a good business plan, especially when you company sends out this much marketing into my inbox, it's quite clear where your priorities lie. Do you think I am overreacting?
wglotz
Established Member
Thank you all for taking part in the UA Software Debug Program.
You should all be compensated for doing your part.
You should all be compensated for doing your part.
Does anyone else feel the new support bot is unacceptable?
It seems like AU support just gets worse and worse. It's not actually the support team, it's the continued effort to make it near impossible to contact people in support. I find it very frustrating.
uadforum.com
UniversalAudio
Official UA Representative
Of course Support and Marketing are different teams. People with different skill sets. They're not interchangeable.
Companies need to do both of course, so any conversation conflating the two is misguided.
The support team is doing their best to catch up, thanks for your patience.
Companies need to do both of course, so any conversation conflating the two is misguided.
The support team is doing their best to catch up, thanks for your patience.
deangersmith
Member
Yes I know that, thanks for that, maybe I should have said - put the same amount of effort into support as you do into marketing, I mean those 30 emails pumping your product would work wonders if that kind of effort was put into support.
UniversalAudio
Official UA Representative
Creating a Marketing email is much faster than solving complex ecosystem problems for thousands of users at a given moment.
Of course I get your point, but my reply is that the effort IS being put in by our hard working Support agents. We're just experiencing a crazy busy period because we're growing so much and there is so much interest in our products. So thank you for your patience.
deangersmith
Member
I understand, is there anything in place like extending the subscription period as I am paying for time and not being able to use the plugins? Maybe increase the hardworking agents, just saying, I am employed by a massive company, their number one leadership principle IS - customer obsession. It really does work.
UniversalAudio
Official UA Representative
Check with Support (I am not part of Support) for the definitive answer, but I suspect there is not.
deangersmith
Member
I thought as much, you must see my point though? Would you not feel the same if you were in the same situation as a lot of people on here? Had I read the Trust Pilot reviews for UAD probably would never had moved into any sort of transaction with them.
UniversalAudio
Official UA Representative
A site like that will typically only show users that have issues. So those 32 reviews are not indicative of the larger sentiment IMO.
My role here is to talk products, Support will get you taken care of.