From other UM users I've heard good things about the support. Last Monday I was also satisfied, but now, it's getting less satisfying and more annoying :(
Here's the thing. Sunday I tried to order the UM 1 Classic and some filament. Filled in addresses, selected payment method iDeal. Then confirmed the payment, but after that something went wrong. The money was charged from my account, but the order didn't show up in the 'my account' section.
After opening a support ticket, I got a fairly quick response, which seemed good. After that email I haven't gotten any response on emails I sent afterwards. No feedback at all.
Eventually, an order (R261736053) did show up in the 'my account' section. The status however is still unconfirmed and payment is still pending.
I don't spend this kind of money every week. So, when you pay a company 1500+ euros, you'd want to see some more support. At least some feedback, even if it's something like 'we're having trouble finding and confirming your payment'. Then I know something, because now I know nothing. The longer it takes, the longer I have to wait for the printer to arrive. Probably my order will end up at the bottom of the pile.
Best regards,
Robert