MOTU tech support SUCKS!!!

[patshep]

i have been trying to call tech support since 9am, now it's after 5.. that is just ********, first several hours were busy.. then it rings and you get some noise after about 15 rings, so i try to email them, you need a password and an account, so i set one up, then because i haven't registered my equipment online, i can't do anything, i am really over them, this is no way to run a company... no matter what

[gsilbers]

i wrote them also but it was already to late. the ultrlite driver was corrupted and complete killed my G5.

i got an answer back from them via email. not so bad. i wrote it last night (sunday) and got a respoense today at 12noon .

[quincyg]

they have been this way for years. they don't answer the phones or return emails. unfortunately more and more companies are behaving this way. apple doesn't have free tech support at all.

[chucks]

Originally Posted by patshep

i have been trying to call tech support since 9am, now it's after 5.. that is just ********, first several hours were busy.. then it rings and you get some noise after about 15 rings, so i try to email them, you need a password and an account, so i set one up, then because i haven't registered my equipment online, i can't do anything, i am really over them, this is no way to run a company... no matter what

I've tried to contact MOTU tech support and it's/they're f$%#ed. My problem is ??????? My system is ???????? Anyone?

[edham]

Hit redial over and over and over and over ........
repeat.

I can always get through within 15 minutes doing it this way. Never fails.
Even in the days after a major update.

Sucks - yeah but its better than Apples dedicated Logic support number.

[The MPCist]

Well MOTU Tech Support is bad but at least they're getting a bit better. That used to totally IGNORE emails, now at least they answer them the same week.

Native Instruments Tech Support is even worse than MOTU so I really don't know... Seems to be a trend these days. The above poster is right. More and more companies are diverting support from phones to emails.

So far, I've gotten great support from SSL (super!), Digidesign, Oxford, and Waves. They all get top marks in my book. -2 for Waves though since I have to pay for WUP.... But at least I do get support!

[Albert]

I've actually had some pretty good results with MOTU tech support. But if you need an answer in 10 minutes you will definitely be frustrated. They do respond to emails, but it takes some time and sometimes you have to send the same question over again.

I've always eventually gotten a solution from them though.

[scking]

Gave up on MOTU years ago...

[shanabit]

Theres a reason I wont buy DP, I have a two MTPAVUSB's and the MOTU 828MKII. I think their support stinks and the quality on their drivers and hardware sucks as well. I wont be buying any more MOTU stuff anytime soon Phone is ALWAYS busy or no answer

[donsolo]

I'll tell you though. Perhaps you're expecting Motu to have the means of Dell. I've been to the Motu building in Havard Square and they're small. They make a good product but they're very small so they're kinda outbuilding what they can support.

[uncle duncan]

I've been using Motu gear with Mac for years, and never needed tech support. Could be luck, or could be the fact that just about any problem you can think of can be found using the search function at unicornation.com. Of course, I'm still on DP 4.6 on a G5, and they've just released DP 6. Sometimes, life in the slow lane is the most efficient route.

[Sqye]

.

hate motu - i keep saying i'm on their last piece of gear......

.

[drBill]

I agree. One more vote for MOTU Tech Support suckage. If you want to get thru, you need a phone with repeat speed dial. You CAN get thru, but it will take awhile.

What's worse, once thru, you have to deal with the neophite newbs who can only answer what's written on a paper in front of them. Simple, stupid stuff that anyone who's run DP for a year knows backwards and forwards. You explain your problem and they keep asking you stupid questions that don't even relate to the problem, then put you on hold while they ask someone who actually knows, then come back on and TRY to explain it to you. Try getting thru to an upper level tech support person who can actually help with a strange problem......it takes an act of God!

Slam Digi all you want, but they have WORLD CLASS tech support. And if you need it NOW, you pay a fair flat rate and you've got a straight line in for HOWEVER long it takes to resolve your provblem. For a busy pro, this is a must have.

Rant off......



bp

[dannygold]

I will say that whoever said a corrupted driver "killed" their G5... that sounds a bit fishy... a driver just sits there until you plug in the device it drives. Then it either works or doesn't. If it's corrupted remove it from Libraray.Audio.MIDI drivers. If you trash it and unplug the USB device it wass driving it would be as if it were never there. Drivers don't , in my experience, kill G5s.

[trance54]

I hated motu support too.
REALY VERY BAD SUPPORT tutt .
I have 3 experiences with motu support for hardware repair. First one is in year of 2005 and it's excellent.

Second one is 7months before and takes 2months for repair! They didn't answer may techlinks weeks and weeks.

Now My 24 io need repair but they didn't answered my techlink estimated 4weeks. Never answered my fax.

I will never prefer motu products.

[voicegenius]

What tech support do you know that IS good??? All tech support blows...

[Goliath|Audio]

Originally Posted by voicegenius

What tech support do you know that IS good??? All tech support blows...

Roland actually has decent tech support. My only complaint is that it isn't a toll free call, but meh.

[voicegenius]

Originally Posted by Goliath|Audio

Roland actually has decent tech support. My only complaint is that it isn't a toll free call, but meh.

That's shitty right there!! How can you NOT have a 800 number for tech support?? tutt

[dannygold]

Originally Posted by voicegenius

That's shitty right there!! How can you NOT have a 800 number for tech support?? tutt

Well, um...many companies charge for tech support (after the first year or less). So what does it matter if they have an 800 number or NOT? Since they're taking your credit card number, the 800 number is the least of your issues. Also, have you looked into cellular telephones? They have a lot of really REALLY cheap plans so you're not paying "long distance" fees on your "telephone"

[voicegenius]

Originally Posted by dannygold

Well, um... Digi and Apple charge for support (after the first year or something). So what does it matter if they have an 800 number or NOT? Since they're taking your credit card number, the 800 number is the least of your issues. Also, have you looked into cellular telephones? They have a lot of really REALLY cheap plans so you're not paying "long distance" fees on your "telephone"

When you call their tech support are you still put on hold like any other "free" 800 support line? Do they answer and solve your problem right then and there? tutt

[GordZilla]

Thanks for the heads-up y'all... I will NEVER buy a MOTU product..... EVER.

If there is one thing that really chokes me.. that is a company "pretending" to provide tech support for their products. I would rather they just come right out front and clearly tell all, that they have no intention of supporting their s#*t.

[Sqye]

Originally Posted by dannygold

I worked for MOTU tech support for 5 years, and would be happy to help slutz in any way I can... though I'm probably a bit rusty, I use DP regularly so I can probably help. Just PM me or email dannygold@gmail.com. I'll do it for free... although you'll owe me a favor!

I will say that whoever said a corrupted driver "killed" their G5... that sounds a bit fishy... a driver just sits there until you plug in the device it drives. Then it either works or doesn't. If it's corrupted remove it from Libraray.Audio.MIDI drivers. If you trash it and unplug the USB device it wass driving it would be as if it were never there. Drivers don't , in my experience, kill G5s.

.

holy moly, danny - you are a champ!....

take him up on it, guys!


...i hear ya, gordzilla...

.

[Robert Randolph]

I'm just bumping this because motu tech support really blows.

[dannygold]

Originally Posted by Robert Randolph

I'm just bumping this because motu tech support really blows.

Classy

[Uncle Bob]

It's really a shame, because many moons ago - long before the internet and email - they had excellent support, although it would take endless calls to get through.

[craschowder]

HUH?

I've called MOTU in Massachusetts several times and I always get through. They even gave me 50% of a 424 card because I complained about an interface. Even they're online tech support is great. Numerous techs respond to me within 48 hours. So I can't disagree more. But it looks like my experience might not be typical... for whatever reason.

[Robert Randolph]

Originally Posted by dannygold

Classy

Not how they recently treated me for sure.

[rumleymusic]

HUH?

I've called MOTU in Massachusetts several times and I always get through. They even gave me 50% of a 424 card because I complained about an interface. Even they're online tech support is great. Numerous techs respond to me within 48 hours. So I can't disagree more. But it looks like my experience might not be typical... for whatever reason.

Hell hath frozen over.....

I have only contacted MOTU customer service by email once about a broken knob on my 828. A week later they responded saying it was not their department and I would have to contact tech support. No forward of email, no link or email to redirect. That is just half a$$ed. They need to go through a CS training program because that tells you a lot about a company. These complaints are so abundant and well known, bad customer service is almost synonymous with the MOTU name. I can't believe nothing has been done.

[Silver Sonya]

Originally Posted by Uncle Bob

It's really a shame, because many moons ago - long before the internet and email - they had excellent support, although it would take endless calls to get through.

That is like saying "She is great in bed. But we almost never sleep together."

- c

[Silver Sonya]

Also, umm... there was a time before the internet?

What was that like?

*rustling sound of children gathering 'round to hear a bedtime story*

- c