How can I get in touch with them?
Every single time I call I get a busy signal.
Is there another number to call.
They don't even answer my Tech Links that I post.
What do I need to do?
Motu Phone Support REAL QUESTION.
Moderator: James Steele
Forum rules
Discussion related to installation, configuration and use of MOTU hardware such as MIDI interfaces, audio interfaces, etc. with Windows
Discussion related to installation, configuration and use of MOTU hardware such as MIDI interfaces, audio interfaces, etc. with Windows
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TheRealRoach
- Posts: 220
- Joined: Wed Sep 10, 2008 9:47 am
- Primary DAW OS: Unspecified
Re: Motu Phone Support REAL QUESTION.
Good luck. Your best bet is to post your questions here. "Motu Support" is an oxymoron. "Motu Phone Support" is simply unheard of!
Shortly after purchasing my Motu 896mk1 I actually got through to their support because I was having problems with monitoring its inputs. They told me that there was no way to monitor more than one input at a time. I asked if they were sure, and they said yes. The attitude was, "you're wasting my time, F--K right off and don't call back."
Shortly after purchasing my Motu 896mk1 I actually got through to their support because I was having problems with monitoring its inputs. They told me that there was no way to monitor more than one input at a time. I asked if they were sure, and they said yes. The attitude was, "you're wasting my time, F--K right off and don't call back."
Mike Rocha
http://www.mikerocha.ca
Custom ADK, Quad 3.0ghz, 4gig ram, Win7 64-bit, Motu 3.6.7.3 x64 drivers
Macbook Pro 13" touchbar, High Sierra, 73220 drivers
Motu 896 x 4
http://www.mikerocha.ca
Custom ADK, Quad 3.0ghz, 4gig ram, Win7 64-bit, Motu 3.6.7.3 x64 drivers
Macbook Pro 13" touchbar, High Sierra, 73220 drivers
Motu 896 x 4
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Gianluca13_2
- Posts: 30
- Joined: Mon Jun 30, 2008 12:37 am
- Primary DAW OS: MacOS
- Location: Italy
Re: Motu Phone Support REAL QUESTION.
Obelizk wrote:How can I get in touch with them?
Every single time I call I get a busy signal.
Is there another number to call.
They don't even answer my Tech Links that I post.
What do I need to do?
Sell your Motu product and buy from others manufacturers. And remember this next time you have to make a choice !!
Gianluca
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James Steele
- Site Administrator
- Posts: 22790
- Joined: Fri Oct 15, 2004 10:01 pm
- Primary DAW OS: MacOS
- Location: San Diego, CA - U.S.A.
- Contact:
Re: Motu Phone Support REAL QUESTION.
Thank you for your helpful post.Gianluca13_2 wrote:Obelizk wrote:How can I get in touch with them?
Every single time I call I get a busy signal.
Is there another number to call.
They don't even answer my Tech Links that I post.
What do I need to do?
Sell your Motu product and buy from others manufacturers. And remember this next time you have to make a choice !!
Gianluca
JamesSteeleProject.com | Facebook | Instagram | Twitter
Mac Studio M1 Max, 64GB/2TB, macOS Sequoia 15.5 Public Beta 2, DP 11.34, MOTU 828es, MOTU 24Ai, MOTU MIDI Express XT, UAD-2 TB3 Satellite OCTO, Console 1 Mk2, Avid S3, NI Komplete Kontrol S88 Mk2, Red Type B, Millennia HV-3C, Warm Audio WA-2A, AudioScape 76F, Dean guitars, Marshall amps, etc., etc.!
Mac Studio M1 Max, 64GB/2TB, macOS Sequoia 15.5 Public Beta 2, DP 11.34, MOTU 828es, MOTU 24Ai, MOTU MIDI Express XT, UAD-2 TB3 Satellite OCTO, Console 1 Mk2, Avid S3, NI Komplete Kontrol S88 Mk2, Red Type B, Millennia HV-3C, Warm Audio WA-2A, AudioScape 76F, Dean guitars, Marshall amps, etc., etc.!
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Gianluca13_2
- Posts: 30
- Joined: Mon Jun 30, 2008 12:37 am
- Primary DAW OS: MacOS
- Location: Italy
Re: Motu Phone Support REAL QUESTION.
James Steele wrote:Thank you for your helpful post.Gianluca13_2 wrote:Obelizk wrote:How can I get in touch with them?
Every single time I call I get a busy signal.
Is there another number to call.
They don't even answer my Tech Links that I post.
What do I need to do?
Sell your Motu product and buy from others manufacturers. And remember this next time you have to make a choice !!
Gianluca
Why? Is there a way to be more helpful in a similar situation? Obvious I’m ironic. But just because I’m in the same situation. Is from June 2008 I wait for an answer from Motu.
Re: Motu Phone Support REAL QUESTION.
The only time I've had good luck getting though to them by phone is early in the morning. I can't remember if they open at 8 or 9 EST, but be the first caller and you'll get through.
Phil
Phil
DP 11.34. 2020 M1 Mac Mini [9,1] (16 Gig RAM), Mac Pro 3GHz 8 core [6,1] (16 Gig RAM), OS 15.3/11.6.2, Lynx Aurora (n) 8tb, MOTU 8pre-es, MOTU M6, MOTU 828, Apogee Rosetta 800, UAD-2 Satellite, a truckload of outboard gear and plug-ins, and a partridge in a pear tree.
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billruys
- Posts: 193
- Joined: Thu Apr 05, 2007 7:13 pm
- Primary DAW OS: MacOS
- Location: New Zealand
- Contact:
Re: Motu Phone Support REAL QUESTION.
Based on observation on this forum, I get impression that their one support guy arrives in the morning, takes one phone call for the day and then goes home. If you're lucky number one, you get to speak with him - if not, you get to try again tomorrowPhil O wrote:The only time I've had good luck getting though to them by phone is early in the morning. I can't remember if they open at 8 or 9 EST, but be the first caller and you'll get through.
Phil
On a serious note, I don't understand why MOTU would put their entire business at risk with such incredibly poor customer support
Re: Motu Phone Support REAL QUESTION.
Yeah, I hear you, but you wanted to know how to get in touch with them and it's the best advice I could give.
Phil
Phil
DP 11.34. 2020 M1 Mac Mini [9,1] (16 Gig RAM), Mac Pro 3GHz 8 core [6,1] (16 Gig RAM), OS 15.3/11.6.2, Lynx Aurora (n) 8tb, MOTU 8pre-es, MOTU M6, MOTU 828, Apogee Rosetta 800, UAD-2 Satellite, a truckload of outboard gear and plug-ins, and a partridge in a pear tree.
Re: Motu Phone Support REAL QUESTION.
after two months in which my technote was not even read! and the busy continuous for a more than a few days on end, I called customer service (617.576.2760) and got a real human being immediately. I guess customer service is expecting to sell something.
I was looking for an older driver than what they had on their website since the newest ones increase latency in my 896hd. I was told by the very helpful person there that MOTU units had no latency which was their reference to the zero latency monitoring the hardware has in the hardware environment, but that only told me the poor schmuck didn't own or use the equipment (as tactfully as I could I told him so)
Still, he dutifully passed me over to tech support where I got an answer machine, but by the afternoon I had a response to my technote : No, they would not give me the earlier version of the driver. Please install according to our instructions (as if I were unable to read the instructions for installation or hadn't had 35 years experience with computers)
Since I was able to get the drivers through other sources (great thanks to MOTUNATION people) after I did what they asked with results that were no different than I had previously, I rolled back to the drivers I wanted all along (again, thanks to MOTUNATION people) and all is working great here so far.
I still haven't replied to them with my results. Once I get my second system( mobile rig) up and running I'll probably do so as if that will do any good.
I'm hoping to, at some point, try and organize an insurrection of motu/windows users to try and wake someone there up.
If you think I have a snowballs chance in hell with that then it is time to look for different hardware which is what I'll be doing once I find a way to recoup the 1600$ in gear I have from them for the RME equivalent. (yes, Ill be paying far more)
I am sad and frustrated. It seems like very nice gear when you do not have to deal with MOTU and everything is running well but the amount of work to get it there, with no help from the makers, gives me no faith it will perform as I need. And all I want is 16 channels mobile. They said their gear would do it. So far I'm not sure enough to stake gigs or business deals on it
I was looking for an older driver than what they had on their website since the newest ones increase latency in my 896hd. I was told by the very helpful person there that MOTU units had no latency which was their reference to the zero latency monitoring the hardware has in the hardware environment, but that only told me the poor schmuck didn't own or use the equipment (as tactfully as I could I told him so)
Still, he dutifully passed me over to tech support where I got an answer machine, but by the afternoon I had a response to my technote : No, they would not give me the earlier version of the driver. Please install according to our instructions (as if I were unable to read the instructions for installation or hadn't had 35 years experience with computers)
Since I was able to get the drivers through other sources (great thanks to MOTUNATION people) after I did what they asked with results that were no different than I had previously, I rolled back to the drivers I wanted all along (again, thanks to MOTUNATION people) and all is working great here so far.
I still haven't replied to them with my results. Once I get my second system( mobile rig) up and running I'll probably do so as if that will do any good.
I'm hoping to, at some point, try and organize an insurrection of motu/windows users to try and wake someone there up.
If you think I have a snowballs chance in hell with that then it is time to look for different hardware which is what I'll be doing once I find a way to recoup the 1600$ in gear I have from them for the RME equivalent. (yes, Ill be paying far more)
I am sad and frustrated. It seems like very nice gear when you do not have to deal with MOTU and everything is running well but the amount of work to get it there, with no help from the makers, gives me no faith it will perform as I need. And all I want is 16 channels mobile. They said their gear would do it. So far I'm not sure enough to stake gigs or business deals on it