so emailing support is not technical support (Company Policy said to me in an email response to a crashing/Console error). Support@unity3d.com is sales support (for subscriptions and asset store purchases only).
You have to post in the forums to get technical support for software we pay multi thousands of dollars for. They call this forum “support” but if you get a response you’re one of the lucky ones (or most likely another user is nice enough to help). I have had years of issues with unity, crashes, bugs, etc,etc. And i have literally learned to just suck it up and deal with it. I have to solve issue myself. Why has the unity pro users community not complained? Why does this seem like everyone is ok with it? Someone please set me straight here!
They do not respond to bugs. What if you need actual help?
Heres an example… MSDN, which is about 1/3rd the price, comes with 2 tech support incidents…
And my point of this post is to figure out how this all works cause i get 2 different responses. Sales (when asking about paid support) says to email support (that they will help me). I email support and they tell me they don’t do technical support and i need to buy premium support. I can’t penetrate the bureaucracy. And i hope someone here that has had a lot of issues with unity can tell me how THEY handle these issues?
i agree with you. Unity must die soon if they keep their support like this.
especially i think there is a big problem in Unity’s Bug reporting system.
i dont wanna share my project with unity.
i dont wanna create a simple project that reproduce bugs.
i think its their responsibility. but unity passes their responsibility to users.
I can show the bugs, but its not my responsibility
they must struggle to find a bug and must fix it. bcuz unity is their commercial product. its not an open source community.
in some startup, when user reports a bug, they even go user’s home if user can’t report a bug consisely and inspect bug, fix it. thats it
I already submitted the bug man… But he is right about the “submit all your source code” thing… If i had to pay say $250 per support incident but i knew they would get me taken care of, i’d do it in a heart beat…
I guess if anyone here has a professional support (paid) experience that would help me a lot… I don’t know if it’s worth it… I buy applecare cause i have had many support issues and they bent over backwards to help me… so now, buying applecare is automatic for me…
I was angry earlier and i am still bit frustrated. But i guess i would like better support when i pay for the pro version…
You do. If you are a pro user, your bug reports are higher priority. Assuming you submitted a quality bug report. They do respond to bug reports, and to inquires.
As for premium support, we have the enterprise level support and have been quite pleased with it. They have been very helpful.
We do provide technical support through e-mail, some things have to be kept confidential and cannot be posted on the forums/answers. But if it can be public information, it’s better to have it on the community sites as that will provide support for others in similar scenarios.
guys… i am complaining about support… not the developers… from what i understand, bugs bypass support completely… as a matter of fact, once support realizes your issue is a bug in unity, they close the case and they stop talking to you. You get a response something like “Oh, you have a bug in unity. We don’t handle bugs… you need to go do a whole bunch MORE work for US (for free), so we don’t have to. Please gather up all of our troubleshooting, and organize it and create a project specifically to reproduce this issue. And no, we won’t do that… that’s the users job.”
What i find interesting is they won’t forward the info to the dev team, they actually force the user to do it for them, even though at this point, the support person has all the info. I have never seen that before… Microsoft, apple, etc… if they find out you have found a bug, they ESCALATE the issue… at the very least they send the info up the chain. They don’t force me to start a fresh new conversation with another department. They don’t abandon the incident.
Also, with this level of support, i wonder (hence the actual point of this post), IS the paid support any better? I mean 24 hour turnaround is only good if the person on the other end is doing more than just responding to qualify the 24 hour turn around time. Or are you paying to talk to a totally different, or maybe more involved group?
I think your misrepresenting things here. Support are the first line, they often pass bugs onto developers and keep tabs on progress for the user. They can escalate an issue and set its priority. It is not unreasonable for us to ask for an example project that demonstrates your issue, if we create our own how do we know the issue we find is the same as yours? The process of cutting a project down to a simple reproduction will often help a user discover that the issue is in fact their code or project and not a unity bug. If you do submit a project with the problem then once we have fixed it we can test against your project, no assumptions about if our fix was ever your problem. If you read the previous blog post you would see that the chance of an issue being an actual bug is much greater when an example project is provided. If a bug is causing you problems then creating a good solid reproduction is worth your time, its an investment to ensure your issues get fixed.
What is the actual bug you have found?
i am not misrepresenting anything… Here s an exact quote i just got from tech support… If this doesn’t scream “There is no support for unity” i don’t know what does
Hi Kris, Thanks for the email. For technical questions please visit our Unity Forums and Unity Answers sites to find questions addressed previously by Unity engineers and other users: http://forum.unity3d.com http://answers.unity3d.com If you can’t find any posts related to your inquiry on those sites, you can create a new post and other users will be able to help you. There are thousands of users visiting these sites daily, therefore there is a very high chance that your question will be answered. You will be able to refer back to the post at any time and share it with others. Make sure to also visit the documentation site to learn about the topic you are interested in: Unity - Manual: Unity User Manual 2022.3 (LTS) Kind regards, Bronte Unity Support
even more frustrating. I contacted unity sales about the paid support" and asked for the terms and conditions (fine print) of the support agreement and asked what the details were. I was told that they are the same as regular email support they just respond faster…
So i pay for support just so i can have them tell me “Go to the forums” 18 hours sooner? haha So i asked the sales guy about this. and he said unity paid support does not warrantee that the support will be any better than free support… just that they will respond faster.
So to sum it up. NO-ONE at unity thinks support is designed to help developers it seems. Only response i get is “we don’t make any promises”… So because of this, i have not purchased paid support. There are NO guarantees, there is no explanation of what paid support is, or how situations are handled. Literally nothing. I’m dumbfounded. I was never rude or anything. Just asking questions trying to figure out how to go about getting ACTUAL support. You know, the kind where you have a problem, give them the details of the problem, maybe even reproduce it and a) they tell me what i am doing wrong, b) give me a workaround, or c) if neither a nor b are possible, escalate the issue up the chain.
i mean that’s what support is right, actually trying to support the software. But i can’t even get details about the paid support. I am told that no such document exists. There is no formal “this is how paid support works”… only thing i am told is "it is like free support but they respond faster. But the response i get from support is “use the forums”.
So here i am… using the forums to handle this situation cause no-one has the answers that work at unity. I really do want real support. If there IS an answer to my questions out there somewhere, i’d love to hear it
It sounds like you may be suffering from this bug. Have you submitted a bug report with an example project? We can check it and see if this is the same issue or a new one.
Also if you are building a bundle for ios/android that includes a shader, the shader included will be compiled for GLES. It won’t run on a desktop platform.
The asset bundle is built for standalone. And it is on windows with windows build selected… But this is just the most recent issue i have. So why would support respond with the response posted above? The forums many times just have other people with a similar issue… no resolution… THAT is when i turn to support… but they don’t help… they send me back to the forums… THAT IS MY POINT… and i research the paid support and everyone says it is the same as free… so… back to my question that nobody answers… how do you get support for unity?
