Problems with Zzounds.com return policy...

[02R96]

Has anyone had problems with MOTU Customer Service or Tech Support? I'll explain...

Last week I purchased a MOTU UltraLite-mk3 from Zzounds. After receiving it and looking over my setup I discovered this unit will not work for what I want to do with it. So I called Zzounds to arrange an exchange for a 896mk3. I placed the order and the Rep on their end was going to Email me an RMA with return instructions. Later that night I get a call from them telling me that they cannot accept my return since the box was opened; a MOTU policy. I had to contact MOTU direct. So…

I called Customer Service to arrange a RMA. They tell me I need to contact Tech Support for a return and I need to call the support line. Well it doesn't matter what time of day I call, it always rings busy. So I fill out a TechLink. It says response is 1 to 2 business days. It's status is still "unread".

I cannot believe I'm having this problem. I used to highly regard MOTU; now I'm not so sure. It's not a return, it's an exchange, and I actually stepped up to a more expensive product (at twice the price). I have to say I’ve never encountered such a policy in my five years in the audio business.

IS ANYONE FROM MOTU OUT THERE? My TechLink is number 30979

[James Steele]

I'm sorry you're having problems. Here's where I'll make the usual disclaimer: this site is not run by MOTU employees. It was originally created by a user (me) for users in the hopes that this would serve as a place for MOTU / DP users to come together to share tips and advice on how to use their equipment and software and improve their overall user experience.

I feel your pain. Because this board has instead become the dumping point for publicly holding MOTU's feet to the fire and venting about the company's policies. It's unfortunate you're in the spot you're in as it sounds like there was nothing wrong with the unit, you just underestimated your needs and may not have done enough research prior to choosing the interface. I'm not trying to be a jerk here... but some of this delay you're experiencing is the result of a misjudgment on your part.

That said, you need someone to help you out. I can only tell you that you may need to do what others have to do and that is get up before 9am Eastern Time... say 5 minutes or so before and start dialing and just keep hitting re-dial. You ever try to call in to a radio station to win a prize? Allot an hour for the "click, redial, repeat" dance one morning and you'll probably get through. I've done it. It's not fun, but what are your alternatives?

[02R96]

To some extent you're right in saying I misjudged or did not do enough research before making a purchase. However I did stay with MOTU, and I purchased a more expensive unit (a 896mk3 which I REALLY REALLY like). But this is more about the poor communication with MOTU's Tech Support.

I know this is not a MOTU run board. I just needed to vent and maybe commiserate with my fellow MOTUnians. I already plan to call Customer Service tomorrow and insist I speak with someone who can address my issue. I'll be respectful, but firm.

I'll check back with the results...

[James Steele]

No... I understand. We get a lot of "venting" here. I may set up a different board, MOTUVENTILATION.COM for all the venting to take place over there, segregated if you will. Just hit re-dial and go for it. They used to have a fax number too... you could try that as well.

[kassonica]

No... I understand. We get a lot of "venting" here. I may set up a different board, MOTUVENTILATION.COM for all the venting to take place over there, segregated if you will. Just hit re-dial and go for it. They used to have a fax number too... you could try that as well.

Would that mean James that we would be ventilators instead of cornies on that forum

[BradLyons]

O2R,

Let me make sure I understand this correctly...... you purchased an Ultralite interface from a dealer and found out after you received it that the product will not work for you, right? And then you decide to send it back and get something else instead, correct? And after this has happened, that dealer said "we can't take it back because it's an open-box", right?

Well as MOTU's largest and most supportive retailer, I can tell you the following:

-Before that dealer sold you the product, they should have spoken with you about your needs first to make sure it was going to do what you needed it to do.
-If you get it and decide it's not what you want, then they should have just done the swap out to get what you need.
-And here's the kicker.....that is NOT a MOTU policy nor is that the policy of any manufacturer to handle a return. It is NOT te policy of MOTU to not allow a dealer to return an audio interface because the box was open, so that's a lie.

The reality here is that what you're being told isn't true and the dealer you bought this from didn't do their job in the first place. It sounds as if they were finding a reason NOT to take your product back and earn your business to do the right thing instead. So if MOTU took this back and offered you an upgrade directly, then they are going above and beyond what they are obligated to do...and that would be commendable.

[Tritonemusic]

02R96,

As far as that being MOTU's policy; that's a bunch of crap. If that happened to me, I would call Zzoundz back and insist that they let you return it for a refund. Don't ask them, TELL them. Then, order from someone else since they're being such a-holes about it. If they still try and give you a hassle, point out what it says on their website:

Our 30 day return policy is the most generous in the industry. We allow you to return almost any product for any reason. When returning a product, you can request an identical replacement item, exchange the product for another product, or request a refund. When procedures are followed, there are no restocking fees.

If the return results from the receipt of damaged or defective product, or from our mistake, we will pay the shipping charges - both to have your item sent back to us, and to send you a replacement item. Often we will issue a factory-fresh product in advance (pending an approval) to get you playing music as soon as possible. Because we're musicians too.

[02R96]

I called Zzounds this morning. They pointed out an exception to their "generous" return policy is that "Copyrighted material cannot be returned once opened due to copyright law (which may include software bundled with hardware). Which is ridiculous in my case because the unit I exchanged the UltraLite for uses the same software. There's no piracy or copyright violation going on here.

Now the CSR I talked to would not let me speak to anyone in their Returns Department, but they would be contacting me via Email about this issue. So now the run-around begins...

[MIDI Life Crisis]

So now the run-around begins...

Brad is right. My suggestion is not to go up the chain of command, but start with the sales manager or store owner (see below). If you get 'no' for an answer there, let them know you are going to the credit card company (if you paid with a credit card) and Federal Trade Commission to report them for illicit internet sales. Then call your credit card company (hopefully Amex) and let them know you received a non-functional device from this vendor. (It isn't defective, just non-functional and incompatible with your system, so that is not a lie). Open a case and the cr cd co. will take it from there.

My guess is before you get off the phone with zzounds, you'll have an RMA #. Quote this:

30 Day Return Policy

We guarantee your complete satisfaction for 30 days after your order is delivered.
Request Return Authorization on an order or item You have Received.

Our 30 day return policy is the most generous in the industry. We allow you to return almost any product for any reason. When returning a product, you can request an identical replacement item, exchange the product for another product, or request a refund. When procedures are followed, there are no restocking fees.

If the return results from the receipt of damaged or defective product, or from our mistake, we will pay the shipping charges - both to have your item sent back to us, and to send you a replacement item. Often we will issue a factory-fresh product in advance (pending an approval) to get you playing music as soon as possible. Because we're musicians too.

From here:

http://www.zzounds.com/returns

BTW, here is the owners name, number and email:

zZounds Music LLC
Mark Schoenhals (mark@zzounds.com)
(312) 907-2731
65 Greenwood Ave
Midland Park, NJ 07432

You probably have to leave a message at that #, but just briefly state the issue and the fact that you are about to report them to both the credit card co. & FTC. You might also mention the very bad PR they are getting here and elsewhere online due to this VIOLATION of their return policy.

[02R96]

I called MOTU this morning and talked to Customer Service, who then transferred me to Sales. Without giving me any details I was told that they were in contact with Zzounds and I would be hearing from them. I also took the time to complain about their support line always being busy and my TechLink not being addressed. Well I just received a notice my TechLink was responded to. Here is what was written...

First, we would like to thank you for your patronage. We hope that you enjoy the 896mk3 and that it suits your needs.

As your UltraLite-mk3 was purchased from Zzounds.com, it is subject to their return or exchange policies. A return authorization from MOTU would be issued if the interface were damaged or defective, but not for an exchange through one of our resellers.

We do not place such restrictions on our resellers' return policies, so it is unusual that a representative from Zzounds.com told you otherwise. I have informed the sales manager who is responsible for Zzounds.com about your situation, and he will contact them as soon as possible.

The plot thickens...

[BradLyons]

I hope it all works out for you! For future reference, I know someone I could put you in-touch with that will provide you un-paralleled service...... hehe

[Kubi]

02R96 or James - may I suggest changing the title of this thread to "Problem with zZounds" or similar? While MOTU is indeed often hard to get a hold of, this one's not on them...

[02R96]

Well it took some jumping up and down and rattling some cages but I received an RA number today.

I can't be sure, but it sure seemed like things got rolling after I spoke with MOTU Sales. After that call, I received the response from support and ultimately the RA from zZounds. Still, it was way too much aggravation for what should have been a straight forward exchange. zZounds stonewalling will make me think twice about future orders.

The quality of MOTU's products is outstanding (I really like this 896mk3). Communication however, needs improvement.

[trunorthmusic]

Hi, I really need some help.

We have a new computer, Intel Quad Core Q9400 Texas Instruments Firewire as I understand it and we purchased this computer from Dell to work with the MOTU having called intel before purchasing.

Our MOTU was working fine Ultralight MK3. Then one day we moved our computer station, properly unplugging things etc., upon putting everything back together, the MOTU is not working, and as I understand it, the MOTU no longer appears in the device manager. Since then, I've been trying to work with MOTU tech support since last week, trying to get this thing to work. I've read online. Carefully uninstalling, reinstalling, etc., and still, our nearly brand new MOTU does not work with our Brand new computer. This is ridiculous. I simply need for the driver installation and whole installation to properly install/load on this computer.

[Tritonemusic]

Hi, I really need some help.

We have a new computer, Intel Quad Core Q9400 Texas Instruments Firewire as I understand it and we purchased this computer from Dell to work with the MOTU having called intel before purchasing.

Our MOTU was working fine Ultralight MK3. Then one day we moved our computer station, properly unplugging things etc., upon putting everything back together, the MOTU is not working, and as I understand it, the MOTU no longer appears in the device manager. Since then, I've been trying to work with MOTU tech support since last week, trying to get this thing to work. I've read online. Carefully uninstalling, reinstalling, etc., and still, our nearly brand new MOTU does not work with our Brand new computer. This is ridiculous. I simply need for the driver installation and whole installation to properly install/load on this computer.

Isn't that a Windows machine? If so, you should post in the MOTU Hardware & Windows forum.