MOTU: Tech Support Frustration

[CombatWombat]

Well, that's a lie, at least I get to talk to someone in the states (I think).

But seriously,

I can't get a hold of them on the phone unless I get up at 6 am and call before the West Coast wakes up. And it has been over a month since I have received a response to the Tech Link I posted in early June. They advertise that their response time is 1-2 business days. It started out with 10 days response time for me, and now it's been a freakin month with 3 unanswered posts from me.

All the while, I have a $300 software package that won't work on my more than capable and properly set up system.

If anyone from MOTU is reading this, please understand you have a very frustrated customer that needs some attention.

Cheers,
Tyler

[blue]

Out of curiosity, what kind of problems are you having? Personally, I would come here first for answers before going to MOTU, especially if it's a software problem. You're more likely to quicker answers here.

[Phil Jeffers]

Definitely, it could be as simple as a software incompatibility or something. Have you emailed them? That seems like the quickest way to get a response which also avoids the time difference problem.

[monkey man]

`
I agree with blue and Phil.
UnicorNation is the MOTU resource.

You might want to ammend the thread title as it's certainly unfair to MOTU.
James will be onto you if you don't, so don't say I didn't "warn" you, CombatWombat.

[Phil O]

MOTU telephone support is a double edged sword. It sure is nice to get someone on the phone that you can actually talk to, but it sure seems like they only have one line and it just isn't enough. I agree that if you need to reach MOTU, email is probably the way to go. MOTU is a good company and although I've criticized them from time to time, they generally aren't the bad guys. Perhaps an email that emphasizes your desperation is in order. When you do get a hold of them, let them know that you are unhappy with their response time.

Phil

[emulatorloo]

I can't get a hold of them on the phone unless I get up at 6 am and call before the West Coast wakes up.

frustrated customer

Cheers,
Tyler

The few times I have needed them they have been very helpful.

You are correct -- best time to call is when they first open up @ 9:00 am eastern. You can get to them other times, but yeah, the Californians hog the lines once they get up.

If I had a horribly disasterous problem such as yours, I would go ahead and roll out of bed and call them, rather than sleeping in with the Californians. You can always take a nap later.

Phone: 617 576 3066 / 9AM - 6PM EST, Monday-Friday

I did notice they have a web based tech supt form now -- maybe you tried that already:

http://www.motu.com/techsupport


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As others have suggested it is worth asking around here to see if anybody can help you.

Best of Luck!

--

[Hard2Hear]

Not the worst... ever tried to deal with Tascam?

[MIDI Life Crisis]

MOTU responses to their email tech system are notoriously slow. 3 months is about average. I've waited 5 or 6 months to get a response like "delete your plst! Yeah, like I can wait 6 months for them to solve the problem! I think they have a fax number you can send to. Maybe that would be quicker?

I read you earlier post:

http://www.motunation.com/forum/viewtop ... ht=#147677
Is your issue with SI or DP? You really need to be specific with both the system and the software (as well as the issues) if you expect to get help here (and we may be your only hope).

Please verify what you are talking about specifically and that you are using a PC or a Mac. I suspect this is an SI issue on a PC. No?

[James Steele]

I did notice they have a web based tech supt form now -- maybe you tried that already:

http://www.motu.com/techsupport

Yes... I was under the impression that they've set up some sort of help-ticket system. You need to register your software and then I think you can open a ticket.

Oh, and I hate to get in the way of a good rant, but you might try posting about the issue you're having here and seeing if anybody can help you on the board. That is after all, what we're here for... well, besides venting at MOTU.

[Hard2Hear]

I think its with Symphonic Instrument and his computer.

Looking at it, a P4 2.8, I'd be suprised if it ran at all. My old daw was a P4 3Ghz, and it wouldn't really run Garritan or Kontakt 2 without clicks and pops very well. When I upgraded to my Core2Duo system I could run all the symphonic tracks I wanted and then some. Symphonic samplers are the most resource intensive things out there.

[MIDI Life Crisis]

I think its with Symphonic Instrument and his computer.

Looking at it, a P4 2.8, I'd be suprised if it ran at all. My old daw was a P4 3Ghz, and it wouldn't really run Garritan or Kontakt 2 without clicks and pops very well. When I upgraded to my Core2Duo system I could run all the symphonic tracks I wanted and then some. Symphonic samplers are the most resource intensive things out there.

Well then, perhaps MOTU tech support can't really help THAT, can they? With very few exceptions (usually that turn out to be bona fide bugs) MOTU tech is effective in problem solving via the scripted procedures approach.

[CombatWombat]

Thanks everyone for the responses so far. To answer a few of the questions that have come up:

Yes, I have started a thread here in the MSI forum, and after like 8 months, I think it has about 10 posts by me, and 2 posts from others who didn't understand the problem. I gave up on that thread awhile ago.

Yes, I have done the email thing back and forth with them...several times. After a few weeks long sessions of slow responses that didn't progress anywhere, I got discouraged and gave up. But now I'm back, with even more fervor!

Yes, I have woken up at 6 am to call them. I am up at 6 every day, but I'm at work or on my way there, so I cannot be in front of a computer to test things. The last time I called and actually got through, all I got was a "call us back when you're sitting in front of your daw." Not the most helpful response as I physically cannot call them during their hours of operation.

Yes, I've registered my product and started a techlink on their site as it appears that they are no longer even doing email support. At first, I got a response every two weeks. I think that happened twice and now it's been longer than a month since I've received any reply. My latest response presented my total frustration. Hopefully they will pick up on my sense of urgency and actually help me out.

At this point, I don't really even want to fix the problem anymore, I want them to take the software back so I can get something else and start actually making some music. I've had MSI for nearly a year and have yet to make anything usable with it.

Also, just to add, I understand that MSI is a very resource intensive program, but I have been in contact with a number of people running it successfully with similar or inferior PCs to my own, so at this point I refuse to believe that it's my computer that's causing the problem.

Is this post long enough yet?

Seriously though, thanks for the replies, but I'm pretty hardened at this point.

[emulatorloo]

ON EDIT -- a couple of suggestions for you re your problem

----------------------------------------------------------------------------
I think this is your original post:

http://www.motunation.com/forum/viewtopic.php?t=18796

Summarizing -- crackling sounds and popping with MSI thru your presonus firepod.

However, no crackling sounds and popping when you switch to your built in audio card.

SO ADDRESSING YOUR ORIGINAL PROBLEM :

A couple of things I would look into is:

-- is there a new driver for the Presonus Firepod?

-- have you set your presonus firepod's latency/buffers too low? -- sometimes if I set my buffers too low with an intensive VI, I will get crackling and popping. Try upping your buffer in CUBASE. (I have a feeling this might fix it)

BEST OF LUCK and keep us posted.
----

Now, back to your current problem:

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The last time I called and actually got through, all I got was a "call us back when you're sitting in front of your daw."

<snip>

Also, just to add, I understand that MSI is a very resource intensive program, but I have been in contact with a number of people running it successfully with similar or inferior PCs to my own, so at this point I refuse to believe that it's my computer that's causing the problem.

If people are running it on crappier computers than yours then clearly there must be some kind of configuration problem with your PC.

For that reason I can understand why support would say your best bet is to call them when you are in front of your computer so they can help you sort thru it.

Makes a lot of sense, doesn't it?

If you really can't do that, then maybe try one of these two things:

-- write customer service and explain your issues politely (refraining from some of the hyperbole you have admitted to using here) and ask if there is anything they can do to expedite resolution of the problem or return your money:

http://www.motu.com/other/feedback/cont ... er_service

-- sell your MOTU SI and transfer registration to the new owner

If I sell my MOTU product, how do I transfer ownership?
http://www.motu.com/Members/souperchan/ ... 7176537599

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P.S. I understand your frustration, really I do. But I gotta tell you MOTU has always treated me incredibly well whenever I needed them. So much so that I am unlikely to buy a hardware interface from anybody else in the future. I am sure they will want to make this right in some way.