I owned an Apollo MKII w/Thunderbolt 2. I have a PC with Thunderbolt 4; The device worked flawlessly for well over a year and a half. Intel released a firmware update for Thunderbolt and bam, Thunderbolt 2 no longer supported, essentially bricking the device that I paid a grand for.
Lucky me also had already purchased the entire plugin bundle having invested over 2,500 in plugins, so, kind of hard to shrug off the Apollo being bricked.
I go and buy a new Apollo Twin X with Thunderbolt 3, so now we're $3,500+ in.
As I'm registering my new Apollo Twin, it asks me if it's a new system, or if it's part of System 1. Pretty ambiguous terminology, with no messaging or verbiage explaining the repercussions of registering the hardware as a new system (like, I don't know, losing all of your plugins) so I, thinking "Well, it's a new system?" assigned it to System 2, only to discover that all of my plugins are assigned to System 1.
I have clients with deadlines and appointments already set to record, I need the Plugins, real-time processing is a big reason why I've won some of these people over.
You would think that UA's automation of transferring a device to a new person (selling/buying used) without Support intervening would be a more complicated piece of functionality than for an existing customer to simply change their own hardware between systems on the website, but that functionality doesn't exist.
I attempt to find service support via phone because that's the most basic form of support a company can offer for real-time/quick resolution. No phone support. No real-time chat support. Just a single channel support option using Zendesk's ticketing platform and a timeframe of 48-72 hours; Outside of the timeframe that I have recording appointments established.
So now we're on day 6 without a response to my ticket #787031 and no, we're not "technically on day 3". UA decided to close weekends, that doesn't mean that 2 days arbitrarily and magically don't exist for us and somehow don't count toward how long a ticket has been open. We're on day 6, I've had to cancel 3 sessions, so that's $5,000 including the $3,000 that I'm in and $5k can't even get me a phone call to solve a 45 second fix.
I need all of the plugins under my profile placed under System 1 as well as all of the hardware, and because I tried to use some of the free plugins that came with the hardware to save some of my recording sessions, I need the duplicates credited back to me so I can pick ones I don't have if there are any. Please make this functionality available on the website, that is a very simple task (unless UA's infrastructure design is a catastrophic disaster) that should take less than a sprint, if that for a few developers.
Everyday this week I will have to cancel another session and if I lose all of them this week that's going to be a major problem.
Lucky me also had already purchased the entire plugin bundle having invested over 2,500 in plugins, so, kind of hard to shrug off the Apollo being bricked.
I go and buy a new Apollo Twin X with Thunderbolt 3, so now we're $3,500+ in.
As I'm registering my new Apollo Twin, it asks me if it's a new system, or if it's part of System 1. Pretty ambiguous terminology, with no messaging or verbiage explaining the repercussions of registering the hardware as a new system (like, I don't know, losing all of your plugins) so I, thinking "Well, it's a new system?" assigned it to System 2, only to discover that all of my plugins are assigned to System 1.
I have clients with deadlines and appointments already set to record, I need the Plugins, real-time processing is a big reason why I've won some of these people over.
You would think that UA's automation of transferring a device to a new person (selling/buying used) without Support intervening would be a more complicated piece of functionality than for an existing customer to simply change their own hardware between systems on the website, but that functionality doesn't exist.
I attempt to find service support via phone because that's the most basic form of support a company can offer for real-time/quick resolution. No phone support. No real-time chat support. Just a single channel support option using Zendesk's ticketing platform and a timeframe of 48-72 hours; Outside of the timeframe that I have recording appointments established.
So now we're on day 6 without a response to my ticket #787031 and no, we're not "technically on day 3". UA decided to close weekends, that doesn't mean that 2 days arbitrarily and magically don't exist for us and somehow don't count toward how long a ticket has been open. We're on day 6, I've had to cancel 3 sessions, so that's $5,000 including the $3,000 that I'm in and $5k can't even get me a phone call to solve a 45 second fix.
I need all of the plugins under my profile placed under System 1 as well as all of the hardware, and because I tried to use some of the free plugins that came with the hardware to save some of my recording sessions, I need the duplicates credited back to me so I can pick ones I don't have if there are any. Please make this functionality available on the website, that is a very simple task (unless UA's infrastructure design is a catastrophic disaster) that should take less than a sprint, if that for a few developers.
Everyday this week I will have to cancel another session and if I lose all of them this week that's going to be a major problem.
