I represent an company that has, for over four weeks now, been trying to get in contact with Unity to get a quote for an Enterprise+ license for a number of our developers.
We have exhausted every contact form on this website, several times over, and are now forced to attempt contact in the forums.
We have checked out mail servers to ensure the emails are not being blocked. We have even offered a number of alternative email addresses on different servers.
We originally made contact via the contact form on the Unity for Gambling sub-site, as while we have no intent on creating gambling applications, our company operates lotteries and wagering under license from a number of state governments and we assumed we would need to apply via those channels. But we have since tried every other contact form on the website.
We have even tried asking via Answers on advice on how to make contact, but the question was immediately knocked back as not being relevant.
We are attempting to meet what is rapidly becoming an aggressive deadline for a proof-of-concept trial, to demonstrate the value of Unity to our executive, but it is now looking unlikely we will meet that deadline simply because we can not get a quote, let alone purchase the required licenses.
Any advice on how to contact Unity would be greatly appreciated, as this has been an extraordinarily frustrating process.
These type messages seem to appear here pretty often…
Personally I think the Unity contact form or the whole system seems to be terrible. I’ve not received replies (even automated messages) to many of my questions. The latest I sent a few weeks ago took a week to even get the automated reply and the contents of the submission included a part of a message I wrote several years ago.
That’s true. I haven’t really seen any of the new people talk much at all here ever sense the dragon queen left lol. She was always talking to people, but like most people who work in Unity, you never hear from them. I’d expect more from the community manager at least. They seem to go through them like a dime a dozen. And I’d see why, considering they aren’t actively engaging with others on topics that can be quite important.
Heck, I was shocked that one day, the current CEO of Unity got onto one of my threads I made, it made my day haha.
I felt so acknowledged, even with what he had to say, he didn’t have to say anything, but he did.
Point case is though, I don’t expect all Unity staff to be engaged with members, but it would be nice to at least see the Community Manager actually jump into general discussion one day and engage with us, rather than just post (‘New Beta Out, Tell Us What You Think’) never to be heard from again.
I’m not trying to talk down to the community manager, I’m sure they are really busy people. But from my knowledge, which could be wrong, the CM is supposed to be engaged with the community, figure out the current trends, by you guessed it - engagement, find out other various things that can help them determine what the majority are wanting in Unity, and so forth.
And customer support is one of the biggest things I’ve ran into. I hate to talk down about the Customer Support.
But it is so broken, they need to actually get rid of ticket systems and actually start answering phone calls and do live chat support. Nothing wrong with Ticket Systems - when they aren’t ignored. Certainly a multi-national multi-billion dollar company can afford customer support reps.
Did you try getting in contact via support@unity3d.com, Twitter or Facebook? Alternatively, send me a private message on here and I’ll see how I can help out.
It is also Christmas Time and likely most people are taking vacation hence why a slow reply.
Edit: Support don’t have a ticket from you yet, but for Sales quotes, you should contact your regional rep through our sales contact form: https://store.unity.com/contact?type=sales
I have to echo the slow response times going through the ‘official’ channels.
I had a ‘different’ situation and never received any correspondence for 5 weeks sending multiple messages through the government/simulation form fill out.
Fortunately we have some attentive Unity employees here on the forum who are helpful and responsive. ^^
I suspect those contact forms Unity
are the culprit that seem to not pass along messages properly to the sales staff.
Much thanks to @aliceingameland who helped me in less time than it took me to fill out the initial message form.
I think it may be just the odd ball sales types - there are different contacts for each sales ‘type’ as OP was trying to contact through enterprise and gambling and I was going through gov/sim channel.
I tried going through that process last year. I contacted via email both general and regional sales… after a fairly lengthy amount of time I did receive a personal response from one of them saying they were going to get me an answer and respond and I never heard from them again. I didn’t bother to pursue it.
Yeah does not look that good when even long time members struggle. I asked twice about my perpetual discount offer and my first query month or two ago never got any reply and seemed like the question just disappeared. I would have expected the sales department to have the highest priority for incoming tickets but so far it seems to be the worst if the system even works half of the time
I think I used the web form (Unity) both times and selected sales as subject since I previously had bad experience trying direct emails. First submission did not get any kind of reply or message and I think I sent it in October. Latest one I sent this month on the 15th, got automated message on the 21th and real reply on the 26th.
Never tried to contact via the official channels but have collected some business cards over the years and have gotten good results talking with my local sales rep and others.
I can dig around, not sure I even have the emails anymore. I was trying to find out if I could purchase a quantity of asset store gift cards / equivalent to use as a giveaway for a local Unity user group, but it’s been a long time and I doubt I even saved it.
I asked in the 25% off plus thread if I could take advantage of the deal but start after my Pro trial was over. Buhlaine was very helpful and got in touch with the the people responsible for the 25% off promotion for me. I never heard back from them.
you’d expect that to be a smooth process. Unity will learn from it of course.
