Going to try and use the forums to get a little traction on an issue I’m experiencing with Unity support.
The following is a timeline of my issue:
June 28th: I tried to make an online purchase of a Unity license and received a 500 error when hitting submit. At that time, my credit card was charged but I did not receive a license email.
Called the Unity San Francisco office and left a message.
Called our area’s Account Executive, Sara Wallman, who stated that since it was an online purchase she wouldn’t be able to help but that I should submit a ticket to support@unity3d.com.
At the end of the day, when I still had not received a license, I opened a support ticket.
July 1st: Rob Fairchild responded and stated that it was highly unlikely that they charged me and did not receive a license. He said that the amount was probably held by the bank and that I needed to wait 48 hours for it to clear.
I purchased a second license and immediately received an email with the license information.
July 3rd: Sent a reply to Rob after our bank still showed a charge for the first license and now a second. He asked for the order number for the one I did receive. I sent it.
July 5th: Rob said that the duplicate purchase was reversed. On that same day, my Unity account was disabled with no email or reason why.
July 8th: I reached back out because the credit to our account had not shown up yet and my account was still disabled.
July 9th: Ben Stoneman replied stating that he was taking over the support ticket. He also reactivated my account but could not figure out why it had been disabled in the first place.
July 11th: Asked some friends that have had luck with Unity support in the past for their contact. Was put in touch with Marvin Kharrazi, another Account Executive. He put us in touch with Sara Wallman (the first person I reached out to). Sara immediately responded (which I will say she has been responsive, and to her credit she has said that she is checking in on the tickets, but it just doesn’t seem to be able to help. From what I can tell, there might be a division between online and offline orders.)
July 16th: Still no credit back to our account and no reply from support since July 9th where Ben said he was taking over the ticket, but no feedback whatsoever.
On top of all of this, I have called the Unity phone number in San Francisco countless times and it always goes to a recording no matter what time of day. I have left countless messages and have not received one phone call back.
This was my fourth $1500 purchase at Unity and was not going to be my last, but I can’t spend another dollar here until I get a refund back on this one.
My next step is to dispute the charges, I was just hoping to give Unity the benefit of the doubt. But after 19 days with no resolution and really no good response, it might be my only option.