MoTU support

srslab · Post by **srslab** » Tue May 15, 2007 4:52 pm

I must say that I am very disappointed with the quality and support from MoTU. We had both our 828mkII and our 6 month old 896HD that we hadn't used yet quit. It took about a month for MoTU to finally issue the RMA for both (our studio had to cancel several sessions during the time). After paying the $90 per plus shipping for each device we thought ok something happened and move on..however we once again went to use our 896HD and it doesn't work. We tried everything and went through their email response recommendation of resetting it but it doesn't work as we well know because we've tried it in 3 different systems. We informed MoTU 5 days ago that their proposed solution did not work and in fact the firewire interface was not responding again (note we have YET to use this device with a client after paying $1200 so far). We are still waiting for their response which will most likely be another RMA and another $150. I don't see the point in sending this in for repair a second time as we haven't even been able to use it once and already paid $300 for repairs on this one unit alone? We are very disappointed with the quality of the 896HD but have had good success with the 828mkII.

MoTU does not appear to have any post sales customer interest in the reliability of their product lines from what our studio is receiving. Are others receiving a good response from motu?

jsr · Post by **jsr** » Tue Jul 10, 2007 1:44 pm

I've also got a new 828mkII with what appears to be a very simple issue but the only response has been to ship it back at my own expense (from Ireland!) and give them $79 as well.

srslab · Post by **srslab** » Tue Jul 10, 2007 5:42 pm

We finally heard back from MoTU. They wanted another $79 for the repair work but when I informed them that this was just repaired and had not worked yet they waived it I believe or will be charging me again on our account.

We are very disappointed with the 896HD having spent $1200 on it so far since we purchased it and the two repairs without even being able to use it yet. The 828mkII has worked fairly well but we did have to send it in once for repair but since coming back has worked ok.

Since MoTU doesn't appear to have a working 24/192 solution we are looking at switching to ProTools HD and mostly due to the downtime caused by failed products taking months to have fixed.

BradLyons · Post by **BradLyons** » Tue Jul 10, 2007 7:39 pm

I'm sorry the 896HD units haven't been working for you, did you get them replaced when they were bad out of the box? The 896HD units really do work, for you some reason they are not. As to 24/192, honestly if you wish to be doing that I would strongly advise the HD192 instead.

YouTube · Post by **James Steele** » Tue Jul 10, 2007 7:47 pm

srslab wrote:We finally heard back from MoTU. They wanted another $79 for the repair work but when I informed them that this was just repaired and had not worked yet they waived it I believe or will be charging me again on our account.

We are very disappointed with the 896HD having spent $1200 on it so far since we purchased it and the two repairs without even being able to use it yet. The 828mkII has worked fairly well but we did have to send it in once for repair but since coming back has worked ok.

Since MoTU doesn't appear to have a working 24/192 solution we are looking at switching to ProTools HD and mostly due to the downtime caused by failed products taking months to have fixed.

I wonder why so many of these units seem to work just fine with Macintoshes? Isn't there an issue with a certain firewire chipset or something?

monkey man · Post by **monkey man** » Wed Jul 11, 2007 6:14 am

James Steele wrote:I wonder why so many of these units seem to work just fine with Macintoshes? Isn't there an issue with a certain firewire chipset or something?

LOL. I'm a Mac guy as you know, James, but I've heard this many a time now.
The words "firewire" and "chipset" do often come up, usually towards the solution end of the threads concerned.