BUYER BEWARE - UAD customer support is NON-EXISTANT

If you are planning on purchasing UAD products just be aware the customer support center couldn't care less about your issue. In my opinion whoever manages the online support center should be fired. I've had 3, that's right, THREE tickets open for 11 days and counting with, get this, NO RESPONSE or ACKNOWLEDGEMENT whatsoever. Hard to believe right? There is simply NO EXCUSE as to why there has been no response on 3 separate support ticket submissions.

Oh and as a bonus, I finally decided enough was enough and called the Customer Support number. Wait time was 54 MINUTES to speak to a rep! Are you freaking kidding me!?!?
 
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Kcatthedog

Hall of Fame Member
Well Mr. President, you should know that UA has told us here that its support group is overwhelmed with requests from all its clients and that they are worked on in the order that they were received. So, that means there are lots of other clients, just as important as you, that are ahead of you.

UA has also apologized for the situation and indicated that its support staff are working very hard and that they are staffing up, both in North america and in other parts of the world to increase its support capacity and have politely asked us to be patient.

If you want to be helpful, cancel your two unneeded support requests and keep your first one active, you have artificially increased the perceived work by 200% by filing three requests when you only need one.

We are actually a helpful UA community here, so why not tell us exactly what the problem is: maybe we can help you ?
 
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Well Mr. President, If you bothered to do any research you would know that UA has told us here that its support group is overwhelmed...
If I bothered to do any research?! Are you kidding me?! Look buddy, 11 days WITH NO REPLY whatsoever is simply unacceptable in any form of customer service. At the VERY LEAST you acknowledge the receipt of the ticket and you give the customer an estimate of when they can expect some help.

Your customer SHOULD NOT EVER be required to "do some research" about your business's state of their customer service department. If your CS department is in such a state that your reps cannot even acknowledge your ticket and give an ETA then you need a new CS Manager. PERIOD!
 
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Kcatthedog

Hall of Fame Member
I was talking about your approach and the fact that you have no sense of the reality of the situation.

Your statement that the remedy is to fire the current manager would only make matters worse.

So again I offer to be helpful if you care to describe the problem ?
 

Blackout

Venerated Member
although i tend to support your sentiments Mr P, you would have well been better served to ask the question at hand on this fine forum, you would probably have had a response and answer to your question within the hour if you asked nicely :)

Kcatthedog ...well done for keeping your posture with "Look Buddy" yelled at you and offering again to help! you might not be aware MrP that Kc is probably one of the most knowledgable ppl on this forum for ANYTHING UAD.

Oh , and its not "his" CS department.

Cheers,
Blackout
 

Kcatthedog

Hall of Fame Member
I understand being frustrated but most of us here, who stick around, are happy to help, if we can and often we do figure out solutions, but we do typically play nice :)

thx Blackout, maybe MrP is just having a bad day ? shit happens, we are all human.
 
although i tend to support your sentiments Mr P, you would have well been better served to ask the question at hand on this fine forum, you would probably have had a response and answer to your question within the hour if you asked nicely :)

Kcatthedog ...well done for keeping your posture with "Look Buddy" yelled at you and offering again to help! you might not be aware MrP that Kc is probably one of the most knowledgable ppl on this forum for ANYTHING UAD.

Oh , and its not "his" CS department.

Cheers,
Blackout
Hi Blackout,
Thanks for your reply. Let me be clear, I'm not asking for help from the forum. I am making a statement regarding my experience with UAD support. If I were a perspective UAD customer thinking about buying their products it's something I would like to know. It is in this service that I made the OP.

I appreciate forum members, especially when they are trying to be helpful. The tone of Kcatthedog's response and the implication that I should have done some research as to the state of UAD's support situatuion was in my opinion, flat out wrong. Also, of course I know it's not "his" department. The 'you' I'm referring to is the hypothetical company's customer service.

I hope that clears it up for you.
 
I understand being frustrated but most of us here, who stick around, are happy to help, if we can and often we do figure out solutions, but we do typically play nice :)

thx Blackout, maybe MrP is just having a bad day ? shit happens, we are all human.

Hi Kcatthedog,
I apologize if I came off a little strong. I appreciate your trying to help, I just disagree with what a customer service department is expected to do I guess and in my opinion if the department you (not you personally Kcattthedog, but the manager in question) are in charge of is in this shape you're clearly not capable of managing that department.
 

exoslime

Venerated Member
i see this also as an big issue..its an unaccatable state for a company like UA..i had to wait 18days to get a reply for a technical support ticket. but i guess its pretty much not CS fault.. my assumption its "just" bad managment decisions.. too less people at customer service and too much work for whatever reasons, so for me its most likely not CS faults that they cant cope their workload, and i think they are just very poor guys at the moment that do their best!! kudos to them!

I cleary can see how this situation could have happend, people quit their jobs, wont get replaced, so of the remaing ones everbody gets a little bit and more work and are constantly under more pressure, they need to make overtime, maybe so much overtime that the are also leaving the boat too, or sooner or later getting sick and need to stay at home, so even lesser people at the place. even more work.. this fast can become a neverending downward spiral. i´mean, this is just an assumption..but unfortunatly this is reality in many companies (inlcuding the one where i work)

in the company where i work we have had similiar issues, and CS manager cant do anything against it as the CEO doesnt allow to hire more people as they "cost" too much, and they need to cut the costs as low as possible, well done.. thats a way how to ruin your business, but unfortunatly thats how it goes in the current era. sorry for the rant but this all makes me pretty sad.

the good thing: at the end, this forum here is a nice place and lots of experienced users here to help, we are a community and we help each other out
 
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...in the company where i work we have had similiar issues, and CS manager cant do anything against it as the CEO doesnt allow to hire more people as they "cost" too much, and they need to cut the costs as low as possible, well done.. thats a way how to ruin your business, but unfortunatly thats how it goes in the current era. sorry for the rant but this all makes me pretty sad.

the good thing: at the end, this forum here is a nice place and lots of experienced users here to help, we are a community and we help each other out
I'll give you that, it might not be due to the CS Manager's management skills in which case UA themselves is dropping the ball big time. I guess I was giving the benefit of the doubt to UA. Clearly there is an issue besides a temporary bump in support requests.

If a CS dept cannot reply to a ticket inside of a week, let alone 10 business days, there is a bigger problem.
 
For the record, I love many of the UAD plugins and it's the only reason I don't have my cards on eBay right now. That said, native is getting better and better and UAD (aside from the recent MK2 offerings) isn't.
 

Kcatthedog

Hall of Fame Member
no problem dude, I understand you are frustrated, been there ,done that : have the t :)

but as I understand the situation these are events which are beyond the manager's control; the launch of the new OS, lots of new support questions, ( none of us read the manuals :0), different inconsistent problems, the lingering FW issues, the redesign of ua's website backend which seemed to create some problems, NAMM, need I go on ?

For all we know, the actual manager has been requesting more resources for along time but they would need to have that supported by management ?

I used to be a waiter, I could control almost nothing of the restaurant ( just run my ass off and be oh so polite ( you may have noticed :)but if the customer was unhappy who
get a a crappy tip; me :)

anyway enough about me, what do you think of me; ( only beth middler could say that line); seriously, what's your actual ua problem ?
 

Rolle123

Active Member
I've only been here a year, but in the last month or so I sometimes wonder if I accidentally clicked on GS :)

The only way to get back, is to help each other so please, let's see if someone has had the same problem and let's solve it...


On a sidenote. Did UA make a manual for Alt.Spkr, Cue and routing in C2 with multiple units ?
I can't seem to figure it out. Maybe someone can make a sticky or add it to tips and tricks.
 
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For all we know, the actual manager has been requesting more resources for along time but they would need to have that supported by management ?...

...seriously, what's your actual ua problem ?
Yes, this is true. I was giving UA the benefit of the doubt but if isn't the CS manager, or Reps, then that's even worse. :(

Regarding my original reason for opening the ticket, I really do appreciate your wanting to help. I also know how to 'fix it' myself. The reason I opened the ticket was to let someone know that I wasn't happy about them taking away the ability for us to create our own authization files. I'm not installing the version 8 software (so the rediculous procedure of having to go back and forth between my DAW and a computer that is online won't work). Basically, because they made it so difficult to re-authorize software I already purchased, software that only runs on their hardware, I asked them to generate a new auth file for me. The new system is not the system I bought into and I have no intention of moving forward with any new UAD plugs until they figure out a way to make the authorization user friendly again for those of us that do not put our DAW online.

That was the original reason for the ticket. When I got no response or acknowledgement after 4 days it ticked me off and I opened a second ticket and requested that this second ticket be assigned to a supervisor. The second ticket was to ask a simple question. I wanted to know if the supervisor feels 4 days without a reply on a ticket is acceptable customer service. I still have no reply on this ticket either. The 3rd ticket was another couple days after the second. The reason for this was to ask someone to look at the first ticket. The 3 tickets were assigned to 2 different reps. Neither rep bothered to acknowledge or reply. This is now the 10th business day these tickets have been open.

Could I be more understanding? Sure I could. Would I be if they had bothered to respond at all? You betcha. 10 business days and no response. I'm sorry, there simply is NO EXCUSE. I don't care how busy you are, how rude you think a customer is being, how stupid the request is, if a customer who has paid thousands of dollars for your product takes the time to type and submit a support ticket you should respond in a reasonable amount of time. 10 business days is not a reasonable amount of time and quite frankly, it pisses me off.

Kcattthedog, I know you don't work for UA but they should definitely hire you. They need more folks like you working for them.
 

exoslime

Venerated Member
@ mr president
i wont get into the discussion right now, but in case you havnt got your auth. file yet, my daw computer is offline too and i´m runing fw 7.11, and here is guide how to still do an offline authorisation:
Offline UAD Registration & Authorization

its kindy tricky,
as in the past, prior fw8. it was much more easier with just going into your profile and say "download authorisations" file, but this works also well, i dont know why they have changed this, it was also difficult and unclear for me first

its late now.. good night everybody
 
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Hi exoslime,
Thanks for the reply. I appreciate your help. I had the problem worked out the night I made the ticket. The issue for me has now become the complete lack of respect for their paying customers. The longer these 3 tickets remain without a response or acknowledgement the more egregious their lack of response becomes.
 
Also, to Kcatthedogs's point, I tried to edit the title of the thread as their lack of response very well may not be due to the CS Managers inability to run the department but it seems the title cannot be edited. One thing is for sure, it is somebody's responsibility and that someone, whom ever he or she might be, has failed this UA customer miserably and from the looks of numerous other threads here and elsewhere, I am not alone in my disappointment. I'll say this though, UA customers themselves seem to be far more helpful and respectful of each other. ;)
 

DanButsu

Administrator
Forum Admin
Moderator
Hello Mr. President. I can alter the thread title for you. Simply let me know what you'd like it changed to and I shall do so. Peace
 
Hello Mr. President. I can alter the thread title for you. Simply let me know what you'd like it changed to and I shall do so. Peace
Thanks that's awesome. Just remove "The CS Manager should be fired." part. As others have pointed out, that wasn't fair to assume. The rest I stand by as that has been my experience. Thx.
 

Kcatthedog

Hall of Fame Member
Hey,

ah, well you may know that there was sort of a black market with the old authorization process which the current authorization process prevents. I am not saying you were doing anything inappropriate but i can understand UA's concern.

i find typically ua is very helpful but i think you will wait a long time for your response as you are requesting the manager to contravene stated ua policy, so with respect I don't know that what you are describing is a customer service issue: you want a service provided uniquely to you.

Have you read the post here of someone with two defective units that they returned for repair under warranty and they disappeared like 8 months ago: hmm 8 months vs a couple of weeks, kind of gets you thinkin doesn't it ?:)

i know many of us don't like change but that's a personal decision. I encourage you to reconsider your frustration and anger from the perspective of other ua users who also have issues that are currently unresolved when you apparently have a solution: just not the one you would prefer, if I understand things correctly ?
 
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