MOU tech support - anyone home?

climber · Post by **climber** » Wed May 21, 2008 3:03 pm

don't take this wrong, I like MOTU products in general. it's just their support sometimes leaves something to be desired.

I went to their site & posted a tech note / question on the 5/16. on teh 20th it was still unread. so I posted another note asking about the first one. it's still unread. as someone who owned a MIDI software company (Dr.T's Music Software) for 12 years I have to say I think that's fairly lame.

BradLyons · Post by **BradLyons** » Wed May 21, 2008 5:46 pm

Technical support is done over the phone, have you tried that?

kassonica · Post by **kassonica** » Wed May 21, 2008 6:45 pm

If you do though, ring first thing in the morning THERE time.

climber · Post by **climber** » Wed May 21, 2008 7:05 pm

[quote="BradLyons"]Technical support is done over the phone, have you tried that?

[/quote]

if that is altogether true, why do they have the online TechLinks support? sometimes it is simply not convenient to wait on hold on the phone?

MIDI Life Crisis · Post by **MIDI Life Crisis** » Wed May 21, 2008 7:10 pm

I called last week and got right in. And they were extremely helpful and actually knew what to do! I was very impressed. Tech online has been good to me as well, but emailing is a bit slow.

I'd call...

Matcher · Post by **Matcher** » Thu May 22, 2008 2:42 am

BradLyons wrote:Technical support is done over the phone, have you tried that?

Is this correct? No more e-mails? I know the tech notes are worth crap but I really thought that e-mails still work.

BradLyons · Post by **BradLyons** » Thu May 22, 2008 3:25 am

Oh I'm not saying that at all---I'm saying that when you have a question, a problem, need a friend, want to tell someone something, or whatever it is....DIAL THE PHONE. We rely too much on email and forums these days for information that we often forget the communication aspect of it.

Matcher · Post by **Matcher** » Thu May 22, 2008 3:36 am

Haha..you should see my phone bill..But was it so that the suggestion box no longer exists, and that the tech notes replaced it?

climber · Post by **climber** » Thu May 22, 2008 4:56 am

and what I was trying to say was... "if they aren't going to respond to the TechLinks, then don't have them. it's bad business to offer an option that people think you are going to respond, and not do it."

kgdrum · Post by **kgdrum** » Thu May 22, 2008 5:47 am

both options should be available but i use the phone as well.there is something about an actual conversation,that makes more sense to me for clarification purposes when I am trying to figure something out .....now
KG

Dave Bourke · Post by **Dave Bourke** » Thu May 22, 2008 6:56 am

BradLyons wrote:Technical support is done over the phone, have you tried that?

That's fine if you live in the States, Brad, but what about overseas users? If I wanted to phone MOTU when their offices open I have to get up at 3.30 a.m. and start dialling. And paying international charges to listen to on-hold muzak is a non-starter.

Kind regards.

kgdrum · Post by **kgdrum** » Thu May 22, 2008 8:05 am

David:you bring up a valid point on international charges but realize they don't have a phone cue w/ muzak,a tech answers the phone or you get a busy signal.
I do agree that both of the methods of reaching tech support , phone or internet should have a quick if not immediate response.
it would be cool if they had an internet based messenger/chat based feature for tech support(you could even send files w/ the conversation).
KG

MIDI Life Crisis · Post by **MIDI Life Crisis** » Thu May 22, 2008 8:24 am

kgdrum wrote:David:you bring up a valid point on international charges but realize they don't have a phone cue w/ muzak,a tech answers the phone or you get a busy signal.

That's what I get as well. No muzak is a blessing and it saves you from paying for the call.

philbrown · Post by **philbrown** » Sat May 24, 2008 4:41 am

climber wrote:and what I was trying to say was... "if they aren't going to respond to the TechLinks, then don't have them. it's bad business to offer an option that people think you are going to respond, and not do it."

I agree. You're not expecting an instant response like a phone call, but if it won't be responed to at all, why taunt your customers like that? Makes for bad vibes. Plus for international customers, it might be the only way some of them can get help (besides here of course)

acidrecords · Post by **acidrecords** » Tue May 27, 2008 1:47 pm

same here
techlink since 20.05.08

no response. i`m from europe! so i`m not able to phone them. (costs really to much)