Anyone else have MOTU delete their active techlinks?

ghobish · Post by **ghobish** » Sat Jul 19, 2008 10:10 am

I know it's in vogue to bitch about tech support, but something happened yesterday that kind of pushed me real close to the edge.

I've been having a problem since DP 5 was released (it never once happened in 4.6)- random spinning beach balls (summarized here: http://www.motunation.com/forum/viewtop ... 747#226747 ). I had a techlink going that documented tons and tons of tests and results (more accurately, the lack of results). No action had been taken on it in months, not even a response to several posts from me requesting further instruction.

I had a second techlink going (with a different tech) regarding this problem - http://www.motunation.com/forum/viewtop ... highlight= -which is about as clearly defined as you can get again with lots of posts documenting tests and results, and the MOTU tech basically giving up saying "we can't reproduce" and not ever responding to my suggestion that perhaps it's a hardware issue with my card.

Lack of results and lack of response by MOTU in the later stages aside, all communication was carried out in a respectful, courteous and friendly manner on both ends.

Anyway, what's gotten me so riled is that after installing DP6 and hoping that the spinning beach ball issue might be resolved, I got the same kind of crash yesterday. I went to MOTU online tech support to add the occurrence to the existing techlink, but- both my my links had been deleted! All that documentation about ongoing, unresolved problems simply wiped out.

I'm perfectly willing to entertain the possibility that the problem is with my computer or drives, but to simply drop ongoing support links is just callous and does not endear me to the company. I'm trying to make a living using their products (both software AND hardware) and to have these problems in front of clients just makes them ask why I don't just use ProTools. When these support issues crop up I find more and more often that I'm asking the same question. (And yeah, I DO know the answer to that question...)

I started a new techlink yesterday about the beach ball issue, expressing- in a courteous but firm manner- my displeasure at having all documentation of this existing issue wiped out. We'll see what their response is on Monday, I guess, but I'm willing to bet they'll be suggesting the same time-consuming testing procedures that we've gone through several times before (it is after all a random problem).

Anyway, thanks for letting me rant and I'm open to all suggestions.

Gary

MIDI Life Crisis · Post by **MIDI Life Crisis** » Sat Jul 19, 2008 10:51 am

That's just plain wrong! I'd move this (report) to the DP section. This isn't a theoretical or off topic subject. IMO. I've also seen color wheels in DP 6 and am just hoping they'll go away. Also had my first crash this morning. Doing what? Hitting Cmd-W to close a window! Grrrrrrr! This is worse than being attacked by killer eyebrows... <inside joke>

ghobish · Post by **ghobish** » Sat Jul 19, 2008 10:57 am

MIDI Life Crisis wrote:That's just plain wrong! I'd move this (report) to the DP section. This isn't a theoretical or off topic subject. IMO. I've also seen color wheels in DP 6 and am just hoping they'll go away. Also had my first crash this morning. Doing what? Hitting Cmd-W to close a window!

Thanks, will do. BTW, I just checked my pre-fill buffers setting in DP6 and realized that I had not turned it off after install, so we'll see how that affects stability.

Also of note, now that I am a registered user of DP6, DP5.13 is no longer listed in my profile there. Got news: looks like I'll be using 5.13 on a regular basis for some time to come!

MIDI Life Crisis wrote:Grrrrrrr! This is worse than being attacked by killer eyebrows... <inside joke>

Yeah, it was nice seeing Ron...

MIDI Life Crisis · Post by **MIDI Life Crisis** » Sat Jul 19, 2008 11:00 am

ghobish wrote:
MIDI Life Crisis wrote:Grrrrrrr! This is worse than being attacked by killer eyebrows... <inside joke>
Yeah, it was nice seeing Ron...

Actually, it was Richy I was referring to...

YouTube · Post by **James Steele** » Sat Jul 19, 2008 1:01 pm

Michael, with all respect I think it does belong in the MOTU Discussions, etc. as it has to do with MOTU company policy and performance, etc. I have deleted the "crossposted with permission of moderator" post in the Digital Performer section. Thanks.

1nput0utput · Post by **1nput0utput** » Sat Jul 19, 2008 1:30 pm

ghobish wrote:I know it's in vogue to bitch about tech support, but something happened yesterday that kind of pushed me real close to the edge.

...

Are you sure that the TechLinks didn't just fall off the end of the list because they're very old? I doubt that tech support would delete a support ticket because then they would have no record of your previous correspondence with them.

MIDI Life Crisis · Post by **MIDI Life Crisis** » Sat Jul 19, 2008 1:46 pm

James Steele wrote:Michael, with all respect I think it does belong in the MOTU Discussions, etc. as it has to do with MOTU company policy and performance, etc. I have deleted the "crossposted with permission of moderator" post in the Digital Performer section. Thanks.

You're the boss... make that the Boss.

PS- I suggested it, I didn't "permit it" but you have to know Gary to understand... I've only known him since about 1970 and I still don't quite know how to plumb the depths. BTW, he is a damn good engineer - now if he only had his train set back.

goner · Post by **goner** » Sat Jul 19, 2008 2:08 pm

ghobish wrote: Also of note, now that I am a registered user of DP6, DP5.13 is no longer listed in my profile there.

I noticed that in my profile too, but I'm still playing with 5.13 and haven't even received my DP6 upgrade yet. But maybe they need to quick reference that stuff until they get all the DP6 orders out and/or they're using it as a checklist...or somp'n.

With regard to deleting TechLinks, they expire off your MOTU TechLinks page after 60 days of inactivity but you should still be able to pull up your techlink history. I can even pull up 'resolved' ones. Under "My TechLinks," it says, "These are your TechLinks active in the last 60 days. To view all of your TechLinks, click here." If yours are truly wiped out, that's messed up.

YouTube · Post by **James Steele** » Sat Jul 19, 2008 2:50 pm

MIDI Life Crisis wrote:
James Steele wrote:Michael, with all respect I think it does belong in the MOTU Discussions, etc. as it has to do with MOTU company policy and performance, etc. I have deleted the "crossposted with permission of moderator" post in the Digital Performer section. Thanks.
You're the boss... make that the Boss.

PS- I suggested it, I didn't "permit it" but you have to know Gary to understand... I've only known him since about 1970 and I still don't quite know how to plumb the depths. BTW, he is a damn good engineer - now if he only had his train set back.

I hear you... Not trying to be a jerk or anything, but I'd like to focus the MOTU complaints in this area and keep DP related to the program itself as much as possible. Thanks!

ghobish · Post by **ghobish** » Sat Jul 19, 2008 3:41 pm

James Steele wrote: I'd like to focus the MOTU complaints in this area and keep DP related to the program itself as much as possible. Thanks!

Completely understand, James, no problem.

ghobish · Post by **ghobish** » Sat Jul 19, 2008 3:52 pm

goner wrote:With regard to deleting TechLinks, they expire off your MOTU TechLinks page after 60 days of inactivity but you should still be able to pull up your techlink history. I can even pull up 'resolved' ones. Under "My TechLinks," it says, "These are your TechLinks active in the last 60 days. To view all of your TechLinks, click here." If yours are truly wiped out, that's messed up.

Well, based on that I do owe MOTU a bit of an apology here, I didn't notice that verbiage and my history is indeed attached to that link so I have to own up to that. My last posts to both of those are just over 60 days old.

However, the fact remains that the reason there haven't been any posts in the last 60 days is because Tech Support has not responded to the last 4 posts I've made for those 2 trouble tickets.

I'll amend the report I made yesterday and instead refer them to the existing techlnk. Thanks goner for setting me straight on this.

MIDI Life Crisis · Post by **MIDI Life Crisis** » Sat Jul 19, 2008 9:15 pm

ghobish wrote: I'll amend the report I made yesterday and instead refer them to the existing techlnk. Thanks goner for setting me straight on this.

But at least you'll get a good nights sleep on your new $5k mattress!

ghobish · Post by **ghobish** » Sun Jul 20, 2008 2:30 am

MIDI Life Crisis wrote:But at least you'll get a good nights sleep on your new $5k mattress!

Yeah winning a mattress at a show that kept me awake for 5 days straight.

Irony, that's a thing...

MIDI Life Crisis · Post by **MIDI Life Crisis** » Sun Jul 20, 2008 8:26 am

ghobish wrote:
MIDI Life Crisis wrote:But at least you'll get a good nights sleep on your new $5k mattress!
Yeah winning a mattress at a show that kept me awake for 5 days straight.

Irony, that's a thing...

Ain't it nice to know you now will have a mattress that's worth more than the cash that you keep hidden in it?

MOTUnation.com

Anyone else have MOTU delete their active techlinks?

Anyone else have MOTU delete their active techlinks?

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Re: Anyone else have MOTU delete their active techlinks?

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Re: Anyone else have MOTU delete their active techlinks?

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