1

Why is your technical support limited to an email a day from some guy who is obviously overseas and not really interested in solving problems with your defective hardware. You’ve lost a customer. One with a lot of friends and a very big mouth.

2 Spice ups
2

I assume to keep general costs low. It is tough to find a comparable good product for the same price.

1 Spice up
3

Hi Michael -

Can you send me your support ticket #? We will look into this right away. Please advise and we will get you taken care of.

Also, we are getting very close to adding 24/7 chat support.

Thanks,

Ben

1 Spice up
4

Hi Michael -

Cody should have already been in touch with you. Let me know if you have not heard from him yet or if this is not resolved.

Thanks,

Ben

1 Spice up
5

Hi Ben,

He did reply to the ticket with more things for me to try, things that I tried before I even opened a ticket. As I told Matt H., I’ve already spent more in my time than we paid for the AP to begin with. The ROI is already in the red and the bleeding continues.

-mike

6

Hello

Understand the frustration with their tech support but have you posted your issue to the spice works community? Maybe one of us could help you out with your problem.

Mike

2 Spice ups
7

Hi Mike,

I appreciate the offer, but this piece of hardware has taken it’s last breath in this office. It’s failed/defective, whatever you want to call it. It’ll make a nice Frisbee for the grandkids.

-mike

8

Hi Mike,

As I shared via PM, we are beta-testing our new 24/7 live chat program, and if you want to jump on a chat with one of our UniFi experts today, I’m fairly certain we can get you taken care of.

Let me know…

Thanks,
Matt

9

I’d have to agree with Mike here… How long did you deal with the gentleman in email before reaching out to Ben here? I’m sure had you shared your issues with others, you could have come to a conclusion sooner than you did. That’s why the SW forum is here!

Sorry you had this issue, but we all have hardware related issues that don’t go smooth… By the way, I hope this isn’t over a $100 AP.

1 Spice up
10

Their products are strong, but support is lacking. Email support does not work for me for a product line I have spent several thousand dollars on. I did receive a response via email, but going back and forth was a waste of my time. For this reason, I have gone away from their products.

11

It was a $300 AP and it’s now a $300 desk ornament. Their “solution” was:

"Hi Michael,

We haven’t received a response to our last emails, so we’re going to go ahead and suspend this ticket.

If you have any further questions or comments, please reply to this email and it will re-open the ticket.

Thanks!"

And I thought it was their move. ?

I agree with AdamPBA, had I realized the support structure was email, I would have looked elsewhere to begin with.

12

Silly me for thinking I should go to the manufacturer for support on a device that is still under warranty. I will make a conscious effort to ask the Spiceheads going forward.

13

Ahhh… Sarcasm is my middle name!

  1. Google

  2. User Forums

  3. Manufacturer

But, I guess that’s just me.

Hope your luck pans out and forgive me if I seemed curt sir! - Good Day

14

I always start with Google too. And I took no offense to your comment, I have a bit of a sarcastic streak myself. :slight_smile: