Now i`ll give up. My Motu Techlink is "unread" since months.... I think Motu is another company killed by the international Crisis.
I`ll never trust Motu anymore .... good by
Why does Motu not support their customers
Moderator: James Steele
Forum rules
The forum for petitions, theoretical discussion, gripes, or other matters outside deemed outside the scope of helping users make optimal use of MOTU hardware and software. Posts in other forums may be moved here at the moderators discretion. No politics or religion!!
The forum for petitions, theoretical discussion, gripes, or other matters outside deemed outside the scope of helping users make optimal use of MOTU hardware and software. Posts in other forums may be moved here at the moderators discretion. No politics or religion!!
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davedempsey
- Posts: 1020
- Joined: Fri Oct 15, 2004 10:01 pm
- Primary DAW OS: MacOS
- Location: Sydney, Australia
Re: Why does Motu not support their customers
I always found Motu a good buy too 
Lots of stuff and a recently acquired ability to stop buying
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kassonica
- Posts: 5231
- Joined: Sat Oct 30, 2004 11:01 pm
- Primary DAW OS: MacOS
- Location: melbourne, Australia
- Contact:
Re: Why does Motu not support their customers
HAve you tried to ring them?yeti wrote:Now i`ll give up. My Motu Techlink is "unread" since months.... I think Motu is another company killed by the international Crisis.
I`ll never trust Motu anymore .... good by
Have you posted your problems here?
Creativity, some digital stuff and analogue things that go boom. crackle, bits of wood with strings on them that go twang
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emulatorloo
- Posts: 3227
- Joined: Mon Jan 03, 2005 10:01 pm
- Primary DAW OS: MacOS
- Location: Iowa
Re: Why does Motu not support their customers
Every time I have needed them, support and customer service has come through.
I just had a problem with my PCIx-424 and I got excellent and fast help.
1. Call them first if you can, get up early and call when they open.
2. Be nice, not hateful.
I just had a problem with my PCIx-424 and I got excellent and fast help.
1. Call them first if you can, get up early and call when they open.
2. Be nice, not hateful.
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FMiguelez
- Posts: 8266
- Joined: Sun Oct 24, 2004 10:01 pm
- Primary DAW OS: MacOS
- Location: Body: Narco-México Soul/Heart: NYC
Re: Why does Motu not support their customers
.
The world is gonna miss you...
ADIOS!
Auf niemmer wieder sehen!
The world is gonna miss you...
ADIOS!
Auf niemmer wieder sehen!
Mac Mini Server i7 2.66 GHs/16 GB RAM / OSX 10.14 / DP 9.52
Tascam DM-24, MOTU Track 16, all Spectrasonics' stuff,
Vienna Instruments SUPER PACKAGE, Waves Mercury, slaved iMac and Mac Minis running VEP 7, etc.
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"In physics the truth is rarely perfectly clear, and that is certainly universally the case in human affairs. Hence, what is not surrounded by uncertainty cannot be the truth." ― Richard Feynman
Tascam DM-24, MOTU Track 16, all Spectrasonics' stuff,
Vienna Instruments SUPER PACKAGE, Waves Mercury, slaved iMac and Mac Minis running VEP 7, etc.
---------------------------
"In physics the truth is rarely perfectly clear, and that is certainly universally the case in human affairs. Hence, what is not surrounded by uncertainty cannot be the truth." ― Richard Feynman
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kassonica
- Posts: 5231
- Joined: Sat Oct 30, 2004 11:01 pm
- Primary DAW OS: MacOS
- Location: melbourne, Australia
- Contact:
Re: Why does Motu not support their customers
FMiguelez wrote:.
The world is gonna miss you...
ADIOS!
Auf niemmer wieder sehen!
Creativity, some digital stuff and analogue things that go boom. crackle, bits of wood with strings on them that go twang
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Bill O'C
Re: Why does Motu not support their customers
I hope the OP backs out of the door slowly. Turning around with an angry unicorn in the room may not be the wisest. 
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BradLyons
- Posts: 2635
- Joined: Sun Oct 24, 2004 10:01 pm
- Primary DAW OS: Windows
- Location: Atlanta, GA
- Contact:
Re: Why does Motu not support their customers
Call me ignorant, but what is Motu TechLink? 
Thank you,
Brad Lyons
db AUDIO & VIDEO
-Systems Advisor, CTS
Brad Lyons
db AUDIO & VIDEO
-Systems Advisor, CTS
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Bill O'C
Re: Why does Motu not support their customers
It's like opening a support ticket. You log into your account start one for any issue you're encountering.BradLyons wrote:Call me ignorant, but what is Motu TechLink?
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BradLyons
- Posts: 2635
- Joined: Sun Oct 24, 2004 10:01 pm
- Primary DAW OS: Windows
- Location: Atlanta, GA
- Contact:
Re: Why does Motu not support their customers
Ahhhh thanks!
Thank you,
Brad Lyons
db AUDIO & VIDEO
-Systems Advisor, CTS
Brad Lyons
db AUDIO & VIDEO
-Systems Advisor, CTS
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SixStringGeek
- Posts: 1821
- Joined: Sat May 19, 2007 8:28 pm
- Primary DAW OS: MacOS
- Location: La Paz, Mexico
Re: Why does Motu not support their customers
Yep. every tech link I've ever filed has eventually had some note added to it and it lets you see when they fixed your issue.Bill O'C wrote:It's like opening a support ticket. You log into your account start one for any issue you're encountering.BradLyons wrote:Call me ignorant, but what is Motu TechLink?
Only bummer is that it can take months for them to get to your link.
DP 11.newest on MacBook Air M2 24/2T
Korg Kronos Klassic Keyboard 88, Line 6 Helix
Thousands of $'s worth of vintage gear currently valued in the dozens of dollars.
Korg Kronos Klassic Keyboard 88, Line 6 Helix
Thousands of $'s worth of vintage gear currently valued in the dozens of dollars.
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John Lance
- Posts: 3
- Joined: Tue Apr 19, 2005 10:01 pm
- Primary DAW OS: MacOS
- Location: NC, USA
Re: Why does Motu not support their customers
Personally, I've experienced both marginally okay support, and horrendously bad support.
Motu, if anything, is very inconsistent with support, but they do seem to be consistent with their inconsistency.
They practically acknowledge (not directly though) that they have issues with 4 Gig or more ram in Vista Ultimate 64 bit and want me to go out and buy 2 Gigs (memory pair) to put into the machine and take the 4 Gigs out just to test this. !!! Vista has been reinstalled at least 3 times over other issues and the problem is repeated every time with the Motu PCI-424 interface. I am not at all happy with Motu or my investment in their company or products over this one issue. When Vista comes up, the audio interface will not initialize. I must open the Motu PCI Audio Setup Console, click on OK, and then the audio interface initializes and Vista then sees this as the audio interface. You also cannot use buffer sizes larger than 512 at 44.1K in Vista or you will get dropouts with the Vista audio. ASIO audio is always working fine through all of this. The Motu stuff just won't interface with the Vista audio properly. The Motu tech folks handling the "TechLink" support ticket were not nice at all to deal with.
On another note... I have a PCI-424. They replaced it and the 2408mk3 once because of loosing clock sync, and they did this very quickly after the phone support call. It took a while however to work through the issue with the tech trying to overlook the obvious things sometimes. He was doing his best to blame the computer, but did finally arrive at the conclusion that the interface was at issue when it didn't work in other computers as well. Now, just think about the need to have multiple computers handy so that you can be jumping through these hoops with tech support just to get their product serviced. I am only glad I did have several computers handy. I pity the poor soul that would not have this available under these circumstances, or the time to be taking computers apart and moving the PCI-424 around and installing the software and then doing the tests.
Motu tech support is woeful any way you look at it.
Motu, if anything, is very inconsistent with support, but they do seem to be consistent with their inconsistency.
They practically acknowledge (not directly though) that they have issues with 4 Gig or more ram in Vista Ultimate 64 bit and want me to go out and buy 2 Gigs (memory pair) to put into the machine and take the 4 Gigs out just to test this. !!! Vista has been reinstalled at least 3 times over other issues and the problem is repeated every time with the Motu PCI-424 interface. I am not at all happy with Motu or my investment in their company or products over this one issue. When Vista comes up, the audio interface will not initialize. I must open the Motu PCI Audio Setup Console, click on OK, and then the audio interface initializes and Vista then sees this as the audio interface. You also cannot use buffer sizes larger than 512 at 44.1K in Vista or you will get dropouts with the Vista audio. ASIO audio is always working fine through all of this. The Motu stuff just won't interface with the Vista audio properly. The Motu tech folks handling the "TechLink" support ticket were not nice at all to deal with.
On another note... I have a PCI-424. They replaced it and the 2408mk3 once because of loosing clock sync, and they did this very quickly after the phone support call. It took a while however to work through the issue with the tech trying to overlook the obvious things sometimes. He was doing his best to blame the computer, but did finally arrive at the conclusion that the interface was at issue when it didn't work in other computers as well. Now, just think about the need to have multiple computers handy so that you can be jumping through these hoops with tech support just to get their product serviced. I am only glad I did have several computers handy. I pity the poor soul that would not have this available under these circumstances, or the time to be taking computers apart and moving the PCI-424 around and installing the software and then doing the tests.
Motu tech support is woeful any way you look at it.
Nuendo 2-4•WaveLab 6•Melodyne Studio 3•WinXP Pro•Vista Ultimate 64•GA-P35-DS3L Q6600 3Ghz•4G Mem•Motu PCI-424 2408mk3 24io Fastlane•2-UAD1•Drumagog Pro•Mackie 800R•Espresso Machine: operator bootup
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BradLyons
- Posts: 2635
- Joined: Sun Oct 24, 2004 10:01 pm
- Primary DAW OS: Windows
- Location: Atlanta, GA
- Contact:
Re: Why does Motu not support their customers
As to Vista---well there are issues there, which is why Microsoft is replacing it with Windows 7. Vista has what, (6) versions of the OS and depending on which version you have different drivers? It's a mess, at best---and for manufacturers to develop and support for can be a real chore! Then there is dealing with the 64-bit operating system, very little truly works on that no matter what hardware and software you run. While it's much better now, it has taken a long time to get there. First everything has to support the OS, but then you have a period of roughly a year where you go from supporting the OS to working with the OS and then working with each other. It's for the this reason, I went to a Mac. I see it all here and I can tell you first-hand that MOTU hardware works about as well on Windows as anyone else---better than most. Under Windows XP, just about everything is solid---but if you go to 64-bit Windows XP or Vista 64-bit, all bets are off.
Thank you,
Brad Lyons
db AUDIO & VIDEO
-Systems Advisor, CTS
Brad Lyons
db AUDIO & VIDEO
-Systems Advisor, CTS
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John Lance
- Posts: 3
- Joined: Tue Apr 19, 2005 10:01 pm
- Primary DAW OS: MacOS
- Location: NC, USA
Re: Why does Motu not support their customers
I've found Motu to be mostly a Mac/Apple oriented company from the get-go, but thought they held great promise with crossing over into Windows territory. Motu has somewhat traditionally had difficulties with Windows. I am not at all going to pin that difficulty on Windows. Other folks have been quite capable of writing good device drivers for the series of Windows operating systems, not that all Windows OSes have been good ones.
I can understand end user folks being more in one camp or another. I tend to refuse most of this however, as it simply clouds things as far as I am concerned and most people are not qualified to make the comments that they do. I did check up on driver architectures for Windows, and it seems they are pretty well documented. Motu has had difficulties over the years with Windows driver models. I thought they were on an upswing when I purchased my PCI-424 with 2408Mk3 and the 24io. I do use Windows XP Pro, with which Motu now works mostly quite well. Motu has had moments that were not too good with this OS in the past also.
The audio driver model for the Vista series seems to be the same under the hood. Of course there are differences due to 64/32 bit, but the model seems to be the same. Tech support was doing smoke and mirrors to me which I despise. If THEY/Motu have a problem with 4 Gigs or more of memory, then they need to address this.
I've just found Motu support to be lacking for Windows, and it seems mostly because Motu was, and still is, a Mac/Apple oriented company. I may be overstating this, never having had a Mac with Motu and needing support so that I could compare. I've wanted Motu to fully embrace and support both platforms. I find both platforms to be fully valid and useful, even though both platforms have had their own difficulties and bad starts.
I can understand end user folks being more in one camp or another. I tend to refuse most of this however, as it simply clouds things as far as I am concerned and most people are not qualified to make the comments that they do. I did check up on driver architectures for Windows, and it seems they are pretty well documented. Motu has had difficulties over the years with Windows driver models. I thought they were on an upswing when I purchased my PCI-424 with 2408Mk3 and the 24io. I do use Windows XP Pro, with which Motu now works mostly quite well. Motu has had moments that were not too good with this OS in the past also.
The audio driver model for the Vista series seems to be the same under the hood. Of course there are differences due to 64/32 bit, but the model seems to be the same. Tech support was doing smoke and mirrors to me which I despise. If THEY/Motu have a problem with 4 Gigs or more of memory, then they need to address this.
I've just found Motu support to be lacking for Windows, and it seems mostly because Motu was, and still is, a Mac/Apple oriented company. I may be overstating this, never having had a Mac with Motu and needing support so that I could compare. I've wanted Motu to fully embrace and support both platforms. I find both platforms to be fully valid and useful, even though both platforms have had their own difficulties and bad starts.
Nuendo 2-4•WaveLab 6•Melodyne Studio 3•WinXP Pro•Vista Ultimate 64•GA-P35-DS3L Q6600 3Ghz•4G Mem•Motu PCI-424 2408mk3 24io Fastlane•2-UAD1•Drumagog Pro•Mackie 800R•Espresso Machine: operator bootup
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Stereomaster
- Posts: 2
- Joined: Sat Mar 21, 2009 10:32 pm
- Primary DAW OS: Unspecified
Re: Why does Motu not support their customers
As far as I'm concerned motunation.com is MOTU's tech support.
I don't even bother with TechLinks anymore.
I finally got my 8pre right and tight. But the journey took a year and everything I needed to do to fix it was on this forum. Customer Support at MOTU was a waste of time. Still.... Now that it works I love my 8pre!
So yea hardware!
Boo software...
I don't even bother with TechLinks anymore.
I finally got my 8pre right and tight. But the journey took a year and everything I needed to do to fix it was on this forum. Customer Support at MOTU was a waste of time. Still.... Now that it works I love my 8pre!
So yea hardware!
Boo software...