MOTU phone support? Can you ever get it?

mgriffith01 · Post by **mgriffith01** » Fri Mar 20, 2009 8:56 am

As my 828mkII becomes useless to me....first the display goes out, now it is cutting out audio altogether after it warms up until it eventually just craps out (the clocking light goes out, so the front is then completely dark). Have to reset, only to have the same thing happen within minutes.

I have been redialing all morning to get some support and hopefully an RMA to ship it back for repair or replacement, but get nothing but a busy signal all morning. What kind of messed up customer service is this? This really sucks. Ant reputable company has a queue that you go into and calls are answered in the order they are received (we've all heard that message elsewhere many times).

If I ever get through, I'll get my replacement, sell it on EBAY, and that will be the last MOTU product I'll ever buy. New buyers BEWARE! There are plenty of other quality interface manufacturers out there that have quality customer service. MOTU has nothing special, although they must think they do to treat customers so badly after they have spent their hard earned money on their products.

MOTU... C YA !!!!

mgriffith01 · Post by **mgriffith01** » Fri Mar 20, 2009 9:21 am

OK, so finally I get a ring and someone answers. He was very nice, and they gave me an RMA for a replacement. SO... I take back some of what I said, but not the part about having a phone queue. I would much rather be sitting on hold listening to some crappy music, but knowing I will be taken care of shortly, than to constantly be hearing a busy signal and wondering if I will ever get some help...VERY FRUSTRATING...

YouTube · Post by **James Steele** » Fri Mar 20, 2009 11:52 am

mgriffith01 wrote:MOTU... C YA !!!!

Welcome to the forum. Glad you got it worked out. You obviously discovered that MOTUNATION.COM is here for users to vent. Along with that, we sometimes share tips and advice on using Digital Performer for people who have learned that sometimes this board is useful for other things.

mgriffith01 · Post by **mgriffith01** » Sat Mar 21, 2009 6:57 am

James,

Thank you for allowing me to use the forum to vent my frustration. I know it is not a very productive use of the forum, but believe it or not, it did make me feel better...

BradLyons · Post by **BradLyons** » Tue Mar 24, 2009 3:07 pm

I just dial extension 6400 on my internal phone!

Phil O · Post by **Phil O** » Wed Mar 25, 2009 8:19 am

BradLyons wrote:I just dial extension 6400 on my internal phone!

Wise ass!

twistedtom · Post by **twistedtom** » Wed Mar 25, 2009 9:54 am

Often it is better to use the net to get a hold of MOTU. Yes the lack of phone support has been a issue as long as I can remember.

BradLyons · Post by **BradLyons** » Thu Mar 26, 2009 4:03 am

Phil O wrote:
BradLyons wrote:I just dial extension 6400 on my internal phone!
Wise ass!

You know, I wonder how many people are now going to press ext 6400 when they call MOTU! LOL

twistedtom · Post by **twistedtom** » Thu Mar 26, 2009 8:16 am

I have been trying that number all day.

emulatorloo · Post by **emulatorloo** » Sun Apr 05, 2009 3:25 pm

Call first thing in the morning when they open up, east coast time.

Once the Californians roll out of bed you are doomed.

YouTube · Post by **James Steele** » Mon Apr 06, 2009 5:41 pm

mgriffith01 wrote:James,

Thank you for allowing me to use the forum to vent my frustration. I know it is not a very productive use of the forum, but believe it or not, it did make me feel better...

Good.

3 posts. That's what we're [apparently] here for. Hope you'll maybe participate here beyond that issue.

Shooshie · Post by **Shooshie** » Tue Apr 07, 2009 4:38 pm

mgriffith01 wrote:OK, so finally I get a ring and someone answers. He was very nice, and they gave me an RMA for a replacement. SO... I take back some of what I said, but not the part about having a phone queue. I would much rather be sitting on hold listening to some crappy music, but knowing I will be taken care of shortly, than to constantly be hearing a busy signal and wondering if I will ever get some help...VERY FRUSTRATING...

Why can't people get over it? It's' VERY FRUSTRATING to hear everyone complaining about the busy signal. It's just a law of averages. You keep hitting redial. He who hits hredial the hmost hoften HWINS! I sometimes use a two-line phone to contact MOTU Tech Support. I can be redialing line 2 while line one is still getting ready to ring, going back and forth. I usually get through in 3 to 5 minutes, which is less time than it takes to sit on hold. Of course, I'm probably cutting in line in front of someone who's redialing by hand. But then again, the guy dialing by hand can hit it just right and get through 1st time! It's like playing the slots in Vegas! It adds a dimension of fun and competitiveness to tech support.

Likewise, I have tech support programmed on my mobile. Just hit that button over and over!

Instead of getting all upset about it, use it as a distraction from your DP tech worries, and play the game of Tech Support Dialing Roulette!

(seriously, it's kinda fun)

Shooshie

monkey man · Post by **monkey man** » Wed Apr 08, 2009 12:06 am

Tech Support Dialing Roulette, eh Shoosh?

I gather this exhilarating game is free until one actually hits the jackpot, at which point one pays? Brilliant!

veech · Post by **veech** » Fri Apr 17, 2009 11:52 am

I will chime in here, this is ridiculous. I bought the 828mk3 and an Echo AudioFire4 at the same time from a place that offered a generous return policy, knowing I could return either one within 45 days. After more than 2 weeks of trying -- and failing -- to get through to motu tech support, I boxed the damned thing up and was ready to return it and kiss motu off. As a last resort I called early the next morning and got through to speak with Mike who was incredibly patient and tremendously helpful. Wow... what a conundrum -- motu has a great unit with tremendous flexibility, great tech support WHEN YOU CAN GET THROUGH WHICH IS ALMOST NEVER.. Echo has a great product but with much less flexibility, however each time I called tech support they cheerfully answered my questions -- even before I purchased the unit. NOTE- I DID NOT NEED TO BE REGISTERED WITH A PRODUCT SERIAL NUMBER TO SPEAK WITH ECHO TECH SUPPORT.

I decided to keep the motu unit and return the AudioFire4 simply because of the numerous features of the unit, and mainly due to Mike's very helpful feedback. At least he proved it was *possible* to get tech support.

Today I have a couple of questions and have been speed-dialing Motu tech support for 2 1/2 hrs on and off, and am getting a constant busy signal. I have tried about 80 times. I am convinced they take the phone off the hook. Unacceptable.

So kudos to the Motu tech support guys - especially Mike who is knowledgeable and supportive.

Motu makes a great product. But I will not recommend it to anyone until they increase tech support. A constant busy signal is simply unacceptable.

YouTube · Post by **James Steele** » Fri Apr 17, 2009 12:32 pm

veech wrote:Motu makes a great product. But I will not recommend it to anyone until they increase tech support. A constant busy signal is simply unacceptable.

From what I can figure out, your problems with the 828mk3 stemmed from the fact that you were using Windows XP MCE, right? Here's your quote:

The guy who built my system put MCE on it, I really didn't want it, i wanted XP Pro but it hasn't been an issue until now. I have an older version of XP Pro, I'm pretty much resigned to the fact that I'll have to install it over MCE, I just hope I don't lose all my programs and have to reinstall everything.

So if I install XP Pro, and follow the instructions on the other thread, I'm hoping that I can get the Motu to work properly as it seems to be a wonderful piece of equipment.

Did you install XP Pro and are still having the issues? At least you asked some questions here to try and solve your problem first.

MOTUnation.com

MOTU phone support? Can you ever get it?

MOTU phone support? Can you ever get it?

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Re: MOTU phone support? Can you ever get it?

Re: MOTU phone support? Can you ever get it?

Re: MOTU phone support? Can you ever get it?

Re: MOTU phone support? Can you ever get it?

Re: MOTU phone support? Can you ever get it?

Re: MOTU phone support? Can you ever get it?

Re: MOTU phone support? Can you ever get it?

Re: MOTU phone support? Can you ever get it?

Re: MOTU phone support? Can you ever get it?

Re: MOTU phone support? Can you ever get it?

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