MOTU tech support is completely out to lunch

jweisbin · Post by **jweisbin** » Sat Mar 22, 2008 5:58 am

3 weeks ago I tried to contact MOTU to find out how to fix a broken HD192. First, let me say that I have 25 years of experience with computers and music gear, I know what I'm doing , and I know this unit needs repair. I just wanted to find out where I could send it for repairs, which are out of warranty.

I was told that I had to log in as the user who registered the equipment. Since this is a fairly large commercial studio, that took some research but I was finally able to determine who actually registered the unit, although it's owned by the studio itself.

Then I was told to leave a tech link, and that would be responded to. That tech link has been sitting there for 2 weeks UNREAD by MOTU. Meanwhile I am losing money on a composer who can't get work done.

We just want to know where to get it fixed. It's impossible to call them, you just always get a busy signal. Why do people tolerate this?

rant over.

michael louis · Post by **michael louis** » Sat Mar 22, 2008 8:05 am

resomedia · Post by **resomedia** » Sat Mar 22, 2008 12:45 pm

I've had similar experiences with other manufacturers. Where are you located? I'm in the Chicago area and there are several "authorized" repair facilities within driving distance that will repair MOTU gear. I would suggest doing the leg work yourself. MOTU's list might not even hold the most up to date info on shops in your location. You're better off finding a place yourself and taking the time to establish a relationship with them for future repairs. You mention that you are a large commercial studio. I'm surprised you don't have a local shop lined up already or have not received a referral from local talent. Good luck...

1nput0utput · Post by **1nput0utput** » Sun Mar 23, 2008 10:33 am

resomedia wrote:I've had similar experiences with other manufacturers. Where are you located? I'm in the Chicago area and there are several "authorized" repair facilities within driving distance that will repair MOTU gear. I would suggest doing the leg work yourself. MOTU's list might not even hold the most up to date info on shops in your location. You're better off finding a place yourself and taking the time to establish a relationship with them for future repairs. You mention that you are a large commercial studio. I'm surprised you don't have a local shop lined up already or have not received a referral from local talent. Good luck...

There are no MOTU-authorized repair facilities. I think you risk voiding the warranty or any other service agreement with MOTU if any unauthorized repair or modification is performed.

jweisbin · Post by **jweisbin** » Sun Mar 23, 2008 10:58 am

resomedia wrote:I've had similar experiences with other manufacturers. Where are you located? I'm in the Chicago area and there are several "authorized" repair facilities within driving distance that will repair MOTU gear. I would suggest doing the leg work yourself. MOTU's list might not even hold the most up to date info on shops in your location. You're better off finding a place yourself and taking the time to establish a relationship with them for future repairs. You mention that you are a large commercial studio. I'm surprised you don't have a local shop lined up already or have not received a referral from local talent. Good luck...

I would prefer to have MOTU fix it if possible - my experience with repair shops has been uneven. I still haven't had a reply from them.

resomedia · Post by **resomedia** » Sun Mar 23, 2008 12:46 pm

my experience with repair shops has been uneven

I would prefer to have MOTU fix it if possible

I don't know, maybe I'm a bit "old school", but because my livelihood is dependent upon my equipment functioning properly I am naturally untrusting of sending my gear in boxes to unknown locations not knowing if I'll ever see it again or when. Because of that, I've always made it a habit of having a repair shop I trust at the top of my contact list. For electronic gear, Macs and my guitars... for that matter, my ride as well. It has saved me days of downtime. I cannot imagine trying to work directly with the manufacturer on a repair. I did that only once with one of my keyboards and it took almost three months to get it back--never again! Authorized repair or not, it would be a no-brainer if one of my core units died. Hmmm, weeks waiting for some kind of word from a tech hack at MOTU while I twiddle my thumbs loosing money OR mere days getting an estimate/repair from a local electronics shop that gets me back to work?

You mention that your 192 is out of warranty. What difference does it make where you send it as long as it gets fixed? Get an estimate from a local shop and see if either a repair is worth it or if you'll just have to shell out for a new unit.

That said, to have to wait weeks to get a simple reply from MOTU is UNACCEPTABLE... and a bit scary. I've never had the pleasure of trying to get in touch with them.

For a unit still under warranty I might try working with the shop/outlet I bought it from. If you can't exchange it, have them create some daily noise in the direction of MOTU as well. Let them know that the longer they are silent the louder you are going to be in steering other customers away from their company. There's no excuse for poor tech support from a company that apparently requires all it's repair jobs to go through them.

Give 'em 'ell!

Side note: If your composer is sitting around, why not make this HIS new mission in life? "Get the gear you use fixed...now!"

audio_artist · Post by **audio_artist** » Tue Mar 25, 2008 12:37 pm

i totally agree with the original poster

im pissed off with customer service too, i have a plastic ADAT door broken on my traveler that i need fixed and they want me to spend $120 sending it back to them in america (im based in england) plus postage

all for a tiny bit of plastic that holds a cable in place

are they serious?

tell me where to get it fixed!

i had an album recording last week and it was a nightmare for this exact problem

and i have another album recording coming up in may, i dont want to have to go through the same hassle againa

MOTU! i hope you are reading this

bkshepard · Post by **bkshepard** » Tue Mar 25, 2008 8:36 pm

all for a tiny bit of plastic that holds a cable in place

are they serious?

tell me where to get it fixed!

i had an album recording last week and it was a nightmare for this exact problem

Huh?!?!

Look, I'll be the first to say that MOTU tech support can really suck, and I'm certainly not defending them in the slightest, but...

I can't help but wonder if, perhaps, we are expecting just a bit too much when we let an album recording become a nightmare due to a broken, tiny bit of plastic that holds a cable in place. Yes it's a nuisance, but a nightmare?! Let's get real. If something like that creates a nightmare, what are we going to do when an actual cable fails, or goddess forbid, our instrument is out of tune? Time to lock up the razor blades, folks.

1nput0utput · Post by **1nput0utput** » Wed Mar 26, 2008 11:03 am

bkshepard wrote:I can't help but wonder if, perhaps, we are expecting just a bit too much when we let an album recording become a nightmare due to a broken, tiny bit of plastic that holds a cable in place. Yes it's a nuisance, but a nightmare?! Let's get real. If something like that creates a nightmare, what are we going to do when an actual cable fails, or goddess forbid, our instrument is out of tune? Time to lock up the razor blades, folks.

+1

emulatorloo · Post by **emulatorloo** » Thu Mar 27, 2008 8:48 pm

jweisbin wrote:It's impossible to call them, you just always get a busy signal. Why do people tolerate this?

Actually, no it is not "IMPOSSIBLE TO CALL THEM."

Get up first thing in the morning and call when they open up at 9 AM
EASTERN time.

You will probably get thru. Be sure to turn "RANT MODE" off before you speak to them, I think you will all be happier to work together on getting your problem solved then! The few times I have needed them they have been great.

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

If you wait until after California wakes up you will never get thru. TRUST ME. . . .

BEST OF LUCK, I know it will work out!

donreynolds · Post by **donreynolds** » Sun Mar 30, 2008 7:36 pm

I start calling at 9 am and just keep hitting redial when I get a busy signal. sometimes it has took up to 1/2 hour, and sometimes 5 -10 minutes.
(this is a lot better than some of the phone companies)

Only occasionly do I not get through.

I agree...be polite and you will get farther. they are pretty helpful when I call.

resomedia · Post by **resomedia** » Tue Apr 01, 2008 6:24 am

We just want to know where to get it fixed. It's impossible to call them, you just always get a busy signal. Why do people tolerate this?

Got through in 3 tries yesterday. I asked some simple, non-emergency questions about my old 828 and instead of just saying to send it in, they took some time to give me some good suggestions to try to get it functioning properly again before doing so.
emulatorloo gives good advice by saying to call early in the day. I think that's key.

Not sure what you mean by "sucky tech support". All seems good to me.

audio_artist · Post by **audio_artist** » Fri Apr 04, 2008 4:27 am

bkshepard wrote:
all for a tiny bit of plastic that holds a cable in place

are they serious?

tell me where to get it fixed!

i had an album recording last week and it was a nightmare for this exact problem
Huh?!?!

Look, I'll be the first to say that MOTU tech support can really suck, and I'm certainly not defending them in the slightest, but...

I can't help but wonder if, perhaps, we are expecting just a bit too much when we let an album recording become a nightmare due to a broken, tiny bit of plastic that holds a cable in place. Yes it's a nuisance, but a nightmare?! Let's get real. If something like that creates a nightmare, what are we going to do when an actual cable fails, or goddess forbid, our instrument is out of tune? Time to lock up the razor blades, folks.

ill tell you why it was a nightmare

after recording 11 songs

3 or 4 of them needed MAJOR editing due to crackles through the drum takes

it meant extremely clinical editing of around 70tracks worth of audio with the band wondering whats going on and why we cant work quicker

and being patronising about my problem doesn't really help, thanks

id much rather a cable had failed, i had plenty of spares

lew

enigmatunes · Post by **enigmatunes** » Mon Apr 07, 2008 8:20 pm

audio_artist wrote:... and they want me to spend $120 sending it back to them in america (im based in england) plus postage

Well, assuming they shipped it back to you via a secure, insured, trackable method (UPS/FedEx) they likely paid close to $120 just for shipping.

audio_artist wrote:tell me where to get it fixed!

UK distributor? Or maybe that's only if you purchased it in the UK. If you did buy UK then "oops" to MOTU for not directing you locally...

At the risk of coming under fire (

) I'll be the one to point out that this type of discussion pops up quite regularly, always with some people ready to go postal and others reporting relative satisfaction. And to really stir the shpit I'll also be the one to say: you get what you pay for (aka, when's the last time you had to give MOTU Tech Support your CC number for assistance?)
I'm sure this will invite the "but I WOULD pay for GOOD service!" comments; and be that as it may I have a feeling that starting up some sort of "premium" pay-support service isn't in MOTU's business plan.
(*running for cover now*)

disco · Post by **disco** » Tue Apr 08, 2008 1:17 am

If you're in the UK, you could try here http://www.musictrack.co.uk/

MOTUnation.com

MOTU tech support is completely out to lunch

MOTU tech support is completely out to lunch

Re: MOTU tech support is completely out to lunch