Is there a problem at MOTU Tech Support?

[chris at raytheon]

Hi All,

New to the forum...am having trouble with a PC upgrade - suddenly our ol' standby 896 original stops working/being recognized.

Calls (constant busy signal - sigh), Emails and Faxes to tech support have all gone ignored for almost 2 weeks now...did they close? They're "customer support" phone answerer was less than understanding and just kept pointing me back to the tech support number (which is still busy after dozens of attempts to call).

Anyone know anything that might help?
We were able to reinstall old PC (which periodically dies on us) but at least we're back in business...

Thanks in advance.

[jsr]

This might explain things:
http://www.motu.com/techsupport/techlink_intro.html
If you're installing a new Windows XP machine I'd strongly recommend you use the 3.5.3.2 drivers rather than the newer ones ... at least for my 828MkII FW they are far more stable, even though intended for Windows 2000.

[jsr]

Is there a problem at MOTU Tech Support?

I just read that thread title again ... well, yaw, like, understatement of the century so far ...

[James Steele]

Hi All,

New to the forum...am having trouble with a PC upgrade - suddenly our ol' standby 896 original stops working/being recognized.

Calls (constant busy signal - sigh), Emails and Faxes to tech support have all gone ignored for almost 2 weeks now...did they close? They're "customer support" phone answerer was less than understanding and just kept pointing me back to the tech support number (which is still busy after dozens of attempts to call).

Anyone know anything that might help?
We were able to reinstall old PC (which periodically dies on us) but at least we're back in business...

Thanks in advance.

Welcome to the forum. Funny how these things go... it does sort of solidify the common wisdom that people only find these forums when they're having problems.

Sorry you're having issues. Most of the users of this board are Mac users including myself, so not much I can do. I know that there are compatibility issues with certain motherboards, firewire chipsets, etc. etc. Have you checked MOTU's tech links section. Another thing to do is get up early so you're calling the east coast at 9am when they open and you just might get someone on the phone.

[chris at raytheon]

Appreciate your tips/commiserating...

I guess I've just not encountered a company where the support line is just busy (with no phone tree or message lines) and they don't respond to email or faxes -- and then the people at the customer support phone # get snooty about you calling them...

Not a way to keep your customers happy - I'm thinking...

[James Steele]

Yes... yes... I know. That's why I'm considering naming this "Unicornation aka My Issues with MOTU Tech Support Forum" because the topic is mentioned over and over again. Some people sign up for the very first time and only post once, just to vent about the tech support dept.

As I said, get up early and start dialing just before 9am eastern time. You also have to keep hitting redial. I've heard this works.

[robstudio]

Unicornation aka My Issues with MOTU Tech Support Forum

Hey James... pardon me, but wouldn't that be MOTUnation aka My Issues with MOTU Tech Support Forum"
Just kidding... thanks for all the work on the board, it's awesome!!

am having trouble with a PC upgrade - suddenly our ol' standby 896 original stops working/being recognized.

Hey Chris, this is likely the worst timing to get a hold of them as well... new mac release for their flagship daw... I realize that doesn't help your situation...
I've worked a fair bit on both platforms, if you post your old vs new specs, pci card details, and more details on the exact issue, you'll likely get an accurate response from someone in these parts. You still may need to call motu, but it may save you some troubleshooting time. First thought in my head is to check the pci card spec...
http://www.motu.com/techsupport/technot ... rchterm=pc
Have a peek here and see if that applies.... hope you get it sorted.
Regards, Rob

PS.. if it's time to upgrade the card, or some other issue, you'll find them very good to deal with. They've treated me very well.

[James Steele]

Yeah... I posted that before the name change of the board.

[robstudio]

DOH! I just looked at the date... I thought it was a fresh post.... my bad..
You couldn't let the "unicorn" out of the bag..... or that you were putting it in the bag???
lol....

[bigwhitty]

Yes They suck. After calling the main Motu number the girl told me the president of MOTU has elected to have no outgoing calls from tech support.

[James Steele]

Yes They suck. After calling the main Motu number the girl told me the president of MOTU has elected to have no outgoing calls from tech support. I really think he should get his ass beat at NAMM, Im gonna find that guy

Are you making threats on this board? This is unnecessary. Don't engage in this sort of talk on this board if you'd like to remain on it. Tthanks.