Saber Forum

There are many ways to contact us (http://www.ultrasabers.com/help_answer.asp?ID=17#46), but the preferred method is always e-mail.  Email [email protected] for questions concerning warranty repairs, sales questions, and anything else customer service related.  Responses are generally quick, taking only a day or two.


This forum is for discussion, it is not a place for official customer support.  If you have an issue with your saber or a service, email Ultra Sabers at [email protected]

Posting here asking for help with an issue will not likely get you the kind of response you are looking for.  You could get great advice, or you could get horrible advice that voids your warranty.  Don't take that chance, just go through official channels for support of your Ultra Saber.  It's quick, easy, and you'll be amazed at how good the service is!

How do we figure out our account number?

It's on your invoice, next the the "Bill To:"

Ohhhhh ok! Thanks.

Read this one, will move my inquiry through email.

What if I just want to know how your day was? Would that be PM or eMail? lol. ;D

Where may I send a "polite" enquiry as to the location of the rebel base? I've tried your Dantooine address and nothing comes up.

Since I'm still new to this forum; what does "PM" stand for (post a message)?  Anyway, tried to place a order on the ultra sabers website...could'nt...called the number listed on the website (408-644-2910).  This is a wrong number.  Sorry if I asked in the wrong place. I'll also send a message via email.      Thanks you

PM means Personal Message.

Quick question: With all the restructuring going on, is [email protected] still the contact eMail?

Yeah I hear you man. I have been trying to order the CE Prophecy and it will not allow me to select a payment method. I went to my my account and tried to select a payment method...still nothing.  I tried the number...and yeah it is a wrong number and I am not sure as to why US would post this on their website. I have tried to email them many times and never have gotten a reply. (yes i checked my junk folder).    PM means (personal message) I think :P

Yea tried PM with someone and it's real nice.  Alot better than signing off and going to email.  And I bet that man was glad the website was reactivated, He sounded rather annoyed in his message.

And to let everyone know, the email address to contact ultrasabers ([email protected]) works most excellently!

I am looking to buy the standard issue battle sabers to dual weild.
I wanted to buy the staff because it's cheaper than two seperate single sabers.
My question is is it just me or are the seperated halves of the standard issue battle staff different length?
It looks like it in the picture but are the two halves of the standard issue battlestaff equal in length?

Yes.

so it's just the picture that looks off?

Yes.

*Anouncer Voice* We now return you to your regularly scheduled topic.

sorry to bring this up again, but what happened to the Standard Issue Battle Saber?  Whas it discontinued or what
?

Does anyone know why the Redemption in only available in quickship not regular because I was really looking forward to one but any extra $40 when I'm not even in a hurry to get it.

Is there a phone number I can call? 
Emails and PM's regarding my War Glaive (issues going on for months now, and they have had my saber for weeks) are going unanswered.

Are you using the [email protected]     I have used this numerous times and had nothing but success.  My emails are always ansered within two days.

Poor Deep, his fingers must be worn down to nubs typing answers.

I had been using that in the past, but for some strange reason their replys weren't getting back to me.

They had been replying but they weren't getting through.
It even got to the point that they told me to PM them about it since email wasn't working. This I believe was a last resort in attempting to communicate with me. It worked and I was told to send my saber back, but then PM's went silent and unanswered.

In my frustration last night I sent an email (not exactly the nicest sounding one, I'm ashamed to admit) again to them but copied other email accounts I have (including work) and BOOM, just recieved a reply.

All is well with the world, and as stated In the first post in this thread email is the way to go. Unless you have an account at live.com, it seems. Lol. It's not in the trash, or junk or anything.  If anyone else has this issue and knows a solution I'd love to hear about it.

i need to know how take my redemption one of my cords possitive negative wires to activation switch it happened because i put a bit of leather arund the batterie case to keep it from moving thanks for any ideas you may have

Please follow the directions below.  Posting wiring problems like this in this thread won't get you an answer.  You can email Ultrasabers (below) or you can continue to search the forum for wiring diagrams and read/comment in those threads to get answers.  The purpose of this thread is to tell you how to email US for customer service.



Best of luck,
MAV

I purchased two mail-in conversions last night, but have been unable to locate a shipping address for UltraSaber. Where do I send them?

Be patient and you will get an email from Deep when he is back in the shop.  The team is in Georgia right now finishing up at Dragon*Con.  When they are ready for your sabers they will email you with an address.

Cheers.

EDIT:  Posts removed at the request of the poster.

This might be in the wrong area but I was curious if I could get ultrsabers to replace the guts of a custom I had built from saber forge and am sick and tired of the CHEAP sound board and louzy led. It was first going to be build by random sabers but after four years of waiting I got SOME of my money back and got saber forge to build it. Its not a bad built just on the cheap side of electronics as then he didn't offer much in sound and I had little free cash. I own several ultras and one parksaber gutless just for a prop. I have gifted several ultras to friends and budding siths and jedis. On day ill post pics of my sabers here and the customizing I've done on my pvc sabers. I'm rambling now as I'm offshore again thanks for being here for us fanboys and girls, and thanks for letting me bend your ears. ;)

Can't raise Ultrasabers by PM or email. Are they just knee-deep in orders, or am I out of luck?

Give them time. Emory has always been good about responding in my experience. In fact, I just got a response from him last week, because I needed my blade switched before they sent my order.

It's weekend AND the holiday....  Please show some patience.

Totally understandable. I figured that was the reason why; just wanted to make sure the messages were received. You must be absolutely swamped with orders right now. I will set aside the funds for my order until you have time to iron out the details with me.

What do you guys think is the appropriate time to wait before sending a second e-mail regarding errors or problems?  I absolutely do not want to upset Emory or Ultra by pestering them, I just want to make sure things didn't get lost in the shuffle.  I sent an e-mail with a question on the 21st, and a second unrelated question on the 25th.  I haven't heard from them yet.

Do you think I should re-send the question or wait a full two weeks out of courtesy?  I want to be clear, I'm not concerned or upset or anything, Emory has already been great to me in the past when Fed Ex mangled my blade so I know they're good people.  I just want to move forward in the best possible way.

It's tough to say, they can run into snags sometimes and be hard to reach.  I would wait a few more days personally.

In the meantime, what is your problem?  Perhaps we can help.

Will do, thanks.


Small stuff.  I put in an order for around $400 a couple hours before the e-mail for the raffle on orders above $250 went out.  I asked Emory if this order could qualify since it was very close. 

After that I made a second order for about $350 to get in on the raffle, regardless of the prior order.  I didn't get reward points for this order (it has already shipped and is in my hand now), and hoped he could fix that.

So nothing huge or anything, just a few things I'd like to square away so I can put my points towards my next saber as soon as possible:)

I gotcha.  That kind of stuff is ultimately handled by Deep and co, but lets see if we can figure it out.

For the second order, did you use reward points on it?  If you use reward points for a discount on an order, you don't get reward points for that order.  It's kind of a funny little trade off.

No, I've been saving them up.  I put the raffle code in, but that's it.  It shows up in "My Account" and Price 0.00 as well, though it was charged properly to my CC.  I think the raffle code glitched it.

Just wanted to update here and say that Deep got back to me and I got my reward points.  I'm glad I didn't pester him with another e-mail.  These guys are great, and I wanted the record to reflect that:) 

Cool man, glad that got resolved!

Does anyone know of a better way than e-mail or PM to get in touch with Ultra or Deep? A phone number would be ideal. I've been trying to assist a friend with a problem, which is both very old and very serious, and absolutely deserves their attention, but it seems I'm being ignored. All of my correspondence has been both polite and professional. I want to give them the benefit of the doubt here, but it's getting harder to do that when nobody responds. I don't know if I'm being ignored or what, but it sure seems that way.

Ultra or Deep, please get back to me today.

Sometimes things do get overlooked.  Did you try both email addresses?  [email protected] and [email protected]

I don't know of a regular phone number you could call, but maybe they'll get back to you soon anyway.

Thanks Nero. This one goes way beyond being overlooked ;)

Vrakul - they are out of office this week at WonderCon.  I'd keep trying via email and PM if you can.

Thanks guys - I've enjoyed your company and being welcomed on the forums, but it looks like I can't stay. Long story.

Take care all,
Vrakul

what is you can not send a email what would be a different way to contact you?

Don't you have to have an email address to make an account here?  I'm confused.

They come on and post here sometimes, but email is the preferred method of contact.

I just wanted to let Ultra know that I have sent him a PM concerning my 2005 MR Luke ROTJ. I know they have been busy and with WonderCon this week, it'll be a bit before I hear from him. I just wanted to make it known. I would like my Luke to resemble Master Nero's, except for one tiny little detail.....I would not like a red LED in the pommel. Green or white would be ideal. Just stating my preference. Thank you guys at US and to all the people, like NEro who help us out with info. 8)

Going to shoot ultra a PM about a possible lead on latching low depth AV switches.

No that's alright. I just want it done pretty much like Nero's. His has a red LED in it. I was just saying if Ultra is willing to do this for me (I would be eternally greatfull) that I would like a green one or white. Everything else would be the same as Nero's.

I think his comment was separate, just letting everybody know that he was asking about those switches.

Sorry to hear that happened to you partner.  The best way to get in contact with them is [email protected] .  Take pictures of what UPS did along with the broken blade so that they can file a claim against UPS.  In the past, they have speedily sent new blades when this has happened.  Also, congratulations on the War Glaive.  I love mine and when you get your new blade, you are going to love it as well. 

Absolutely take pictures of the box and the damaged product and attach them to the [email protected] email address explaining what happened. The pictures make the claims process fast with UPS and a replacement blade can be sent out really quick. I had the same thing happen to my grab bag saber a couple months ago, UPS crushed the box with something heavy and smashed the blade in .

I have been trying to email/call this week and haven't gotten a response. I was just wondering are the guys really busy or if there was a problem with the communications. I needed to talk to someone about my order.

@speedmonkay - they've published a document listing communications delays when answering queries of late.  They're doing their best to resolve the issue, but it's not solved as yet.

Not entirely sure were to post this but, I wanted to know if the blades can be changed for shorter ones?

Yes they can. If you are about to place an order, you can specify the blade length in the order comments (a 36" blade of any type can be ordered and you can ask to have it shortened). Ultrasabers has 32" blades of all types ready to go as that is the length they recommend for staves, but you could request any length in the comments.

If you already have a blade, you'll need to order another 36" and just ask for the mod in the order comments during checkout.

Got a strange trouble with getting my saber in Europe - the only shipping method is FedEx, package was sent at 9th May, at 10th May it entered FedEx sorting facility.... and that's it.

It stays there for nearly two weeks, and it really annoys.

Anyone had similar problems with FedEx?

P.S: FedEx support send me to my local FedEx, and they've send me to the sender of the package. And both ultrasabers support email didn't give me any answer

They are preparing for a convention so they may be delayed in replying to emails.  Be sure to include your order number and any tracking numbers provided by Fed Ex so that they can help you faster.

Does anyone know if the guys are at ComiCon this week?  Just curious because the raffle announcement said emails would follow later in the day/evening but I haven't heard anything. I want to make sure I didn't miss a message to spam filter or something (though I had received emails from Emory prior to my original order). I just don't want to send an email if they are at Con as I know they have enough to deal with but I don't want to miss out on my prize either if I'm missing emails. :)

Ultra,
Are you all going to be at Dragon Con this year?  If so will the scorpion saber and the crimson reaper be available? 

Sini Star

how to contact customer Service?

in US faq is listed [email protected] and here on Forums is suggested to mail [email protected]

i tried both but got 2x mail delivery fail message.  (edited out Name and email!)


1.
This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of
its recipients. This is a permanent error. The following address
failed:

"[email protected]":
domain has no valid mail exchangers



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Received:  from sek2010 ([79.207.172.240]) by mail.gmx.com (mrgmx001) with
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 Fri, 30 Aug 2013 13:56:50 +0200
Date: Fri, 30 Aug 2013 13:57:00 +0200
From: XXXXX<[email protected]>
To: [email protected]
Subject: obsidian 2 troubles
Message-Id: <[email protected]>
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X-Provags-ID:  V03:K0:kqasIGdhAUhVeIJnfh1Y7sj73BRfyrFBuwVNtF/EDpcxALcS6rC
 gZFmPfn20Gw0aeCptB7pXPaXyychbOZlRvBi/p50labvP6r0p1W3kAIcS6WBxSj2BTNVHYj
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 l2rZVHRsbvyt7skTcDkzA==




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This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of
its recipients. This is a permanent error. The following address
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"[email protected]":
domain has no valid mail exchangers



--- The header of the original message is following. ---

Received:  from sek2010 ([79.207.172.240]) by mail.gmx.com (mrgmx001) with
 ESMTPA (Nemesis) id 0M8NBi-1WB4Vs2UUc-00vuAP for <[email protected]>;
 Fri, 30 Aug 2013 13:56:50 +0200
Date: Fri, 30 Aug 2013 13:57:00 +0200
From: XXXXX<[email protected]>
To: [email protected]
Subject: obsidian 2 troubles
Message-Id: <[email protected]>
X-Mailer: Sylpheed 3.3.0 (GTK+ 2.10.14; i686-pc-mingw32)
Mime-Version: 1.0
Content-Type: text/plain; charset=US-ASCII
Content-Transfer-Encoding: 7bit
X-Provags-ID:  V03:K0:kqasIGdhAUhVeIJnfh1Y7sj73BRfyrFBuwVNtF/EDpcxALcS6rC
 gZFmPfn20Gw0aeCptB7pXPaXyychbOZlRvBi/p50labvP6r0p1W3kAIcS6WBxSj2BTNVHYj
 hJ2gi4I+Mlg9myRkjBegj1JURuqQMhTScAkED6q0iJvsFFlXZHrziY9xlY6anIy/qjONzgt
 l2rZVHRsbvyt7skTcDkzA==


customer service requests on Forums get deleted so
how can i contact you?

I'm thinking the SMTP server went down temporarily. Keep trying occasionally throughout the day, and your email should go through. :)

...still my e-mails coming back with a "delivery fail message".

yeah. about a month now... with only 3 month warranty and 1 month offline i wonder how customer Service get handled...

My email the other day went through fine and I had a reply within two days.

nope... still "delivery fail message" !!!

Interesting. Sounds like something mail-related on your end. Have you tried sending an email from a different account?

I emailed them last saturday and got a response within an hour or so. Of course, it was an automated "out of office" response, but the email did indeed go through.

Good luck!

tried different account and different e-mail-provider...still the same.

You could try PMing Ultra or Deep direct to ask for an alternative e-mail address. I've never come across any problem like that which has lasted so long.

Make a Gmail account and try again. I don't know what else to recommend, our service provider assures us everything is working fine and we get email correspondence all the time.