MOTU Tech Links - No response

[Convectuoso]

MOTU Tech link posted on: 2011/09/15

Still no response as of today.

The promise a service level of 1-2 days. Sure I could understand a week, maybe even two weeks. But over two months?

Mods, please do not move this to The Moan Zone. I am posting this in a higher traffic sub forum in the small hopes someone from MOTU reads this (and is embarrassed by their complete lack of professionalism) and that so other people can see that they cannot rely on their company.


Cheers

[greggybud]

MOTU Wins worst tech support in industry [Archive] - Cockos Confederated Forums

MOTUNATION • View topic - MOTU tech support is the worst-Read my tech-link(enclosed)

Hilarious MOTU

MOTU = worst tech support, ever...

Here is my story:


But it doesn't erase my memory of dealing with them every day for a week and a half simply attempting to network 2 midi timepieces using the old serial port versions on windows XP.

The first couple days when explaining the issue my tech support person was arrogant, belittling, and sounded totally bored. At first it's always make sure you have all the updates. Didn't work. Re-check everything I'm doing. Didn't work. Finally, the guy said I needed to call Steinberg (I was using Cubase) because it was an issue with Steinberg. I called Steinberg, and after verifying everything was working as it should I called MOTU back and said that Steinberg said there were no issues on their end and it must be a problem with the Midi Timepiece.

So what does MOTU do at this point? They sluff me off on someone else. So now I go through the whole process again except this time I'm not going to buy "call Steinberg it must be a problem with Cubase" line.

By the third time talking to MOTU and the 2nd tech support guy who all but insisted there was nothing MOTU could do, I kept asking if they could duplicate my problem by actually hooking up 2 MOTU Timepiece AVs to a PC on Windows XP. This is where it got amusing. The tech guy said they didn't have any PC's! Yes, for MOTU PC is an afterthought.

So getting close to a week and on my 3rd tech support guy (They figured out by now I wouldn't just go away) he finally decided it might be best to actually physically attempt to network 2 MOTUs with the serial port to a Windows XP. Guess what? It didn't work!

At this point there were no apologies for a week wasted or being told it's someone elses problem. They did stop pretending that it was MY PROBLEM, and were a bit more cordial. All he said is something along the lines of we need to further investigate the issue.

I called them a week later since they never contacted me. He said they were still looking into the issue and it might be a while.

About 2 months later, MOTU sent me an email saying they developed a new driver and it should now work. To MOTUs credit, they did follow through and make it work. But I will never buy a product from MOTU again.

[yotonic]

The deal with professional audio is that it's not the same thing as buying an i phone. You really need to read a lot and educate yourself alot in regard to equipment. Especially when it comes to PCs and interfaces and DAWs. That's just the way this field is. You don't want to know what it was like 15 years ago.

[jruberto]

Originally Posted by greggybud

This is where it got amusing. The tech guy said they didn't have any PC's! Yes, for MOTU PC is an afterthought.

Should be pretty obvious by their years of unsigned Windows drivers, their complete disregard of Windows install/uninstall standards, their crashy f*&^ed up Windows drivers...

The only company who makes worse Windows software than MOTU is Apple.