Problems contacting MOTU

SusanS · Post by **SusanS** » Sat Oct 31, 2009 6:36 am

Been trying to reach them for 2 weeks regarding apple synth problem with DP7.01.
Support phone always busy, headquarters can't forward calls to support, no response to email support either.

Anyone know what's up?

kassonica · Post by **kassonica** » Sat Oct 31, 2009 8:58 am

Um like you could post your problem here and see if us lazy muso geeky types could help, or ring them ring when the office opens.

bzfoto · Post by **bzfoto** » Sat Oct 31, 2009 9:45 am

Motu support line has been busy for years, I haven't actually spoke to anyone there since the 1990s. Busy...busy...busy...not even call waiting. just busy signals.

lampostudio · Post by **lampostudio** » Sat Oct 31, 2009 12:02 pm

One would think they would have a better tech support than they do but it is what it is. However persistence does pay off, and timing is everything.
The best time to call is AM EST, before CA wakes up. The best way to call is dial and when you get the busy signal, hangup, hit redial and continue to quickly repeat the process. It may take a WHILE but if you hangup and redial as soon as you hear the busy signal, trust me you will get through, eventually!

Pappy725 · Post by **Pappy725** » Sat Oct 31, 2009 1:28 pm

Hate to throw the 'Flame MOTU Tech support' train off the track, but I had a great experience with them this week on Wednesday. Called three different times, got someone on the first ring. I also have a techlink going about unibody MacBook Pros not seeing my 828mkII when it is first in the FW chain and have been communicating regularly with Joseph about it. I called around 10 AM their time the first time, and at 2:00 PM while I was at the Apple store with the Genius.

Guess I should have bought a lottery ticket that day

!

Pappy

Albert Bacardit · Post by **Albert Bacardit** » Sat Oct 31, 2009 3:30 pm

Just ordered DP7 on Monday, on Tuesday it was in Köln and on Wednesday I had it here in Barcelona. There was a problem with the disk. I emailed them. The new disk shipped on Wednesday, on Thursday it was in Köln and I installed on Friday.
Trust me, they're still there

.

williemyers · Post by **williemyers** » Sun Nov 01, 2009 2:12 am

Pappy725 wrote:Called three different times, got someone on the first ring.

*NOW* we know why none of the rest of us can get through to MOTU's tech line...."Pappy's" on the phone with them!!

but seriously, I had a phone years back I called the "MOTU phone".
it was some Panasonic model and what was unique about it was that it had an "auto-detect busy signal" feature. You dialed, if it got a busy, it would disconnect and re-dial auto. I could go on speaker phone, dial MOTU, and keep working on my sequence while the phone did all the work. Usually within 8-10 minutes, it would grab a connection and I'd grab the phone. I'm not really sure, but I'm guessing the companies pressured phone mfr.s to take this feature off, as I haven't seen one that'd do it in years...

glamacchia · Post by **glamacchia** » Fri Nov 13, 2009 11:06 am

On the rare chance that some one picks up on this thread in MA... MOTU should allow their tech support staff to use a VNC or web control, ARD, WEBEX, etc to view / control the far end when working with clients. They are ABSOLUTELY forbidden to do anything more than talk on a phone!!! Good god man why not drive ice picks into your ears next time you master an album and then burn your eyes out with acid before the art show!

. . . And why not activate some ACD groups on your phone system?

. . . . . . And while you are at it how about an option for paid support?

FMiguelez · Post by **FMiguelez** » Sun Nov 15, 2009 11:31 am

bzfoto wrote:Motu support line has been busy for years, I haven't actually spoke to anyone there since the 1990s. Busy...busy...busy...not even call waiting. just busy signals.

Come on! This is just ridiculous! Absurd, really

Perhaps you could try a little harder. I mean, I get them on the phone every time I need, sooner or later. Just hit the phones at 8:55 am Eastern Time and keep pressing redial.

SusanS wrote:Been trying to reach them for 2 weeks regarding apple synth problem with DP7.01.
Support phone always busy, headquarters can't forward calls to support, no response to email support either.

Got problems or questions?
Shoot! I'm sure we can help you here...

bzfoto · Post by **bzfoto** » Tue Nov 17, 2009 12:00 am

Motu should outsource their telephone support to India, then maybe we could contact them.

bzfoto · Post by **bzfoto** » Tue Nov 17, 2009 12:03 am

Hey Pappy, what Motu number are you dialing? Got them on the first ring three times?
Wow...the support number on the website is the busy tone recording looped.
Share your numbers!
I can reach Sales or the front office no problem but support. beep...beep...beep...beep...

emulatorloo · Post by **emulatorloo** » Tue Nov 17, 2009 8:35 am

bzfoto wrote:Got them on the first ring three times?
Wow...the support number on the website is the busy tone recording looped.

It is very very simple, as FMiguelez said:

Get up out of bed and call them when they first open up EASTERN TIME.

Once the Californians wake up it is impossible to get through.

So you have to get up before the Californians do and call then.

Before then, no problem. I have never had trouble reaching them when I needed them, and they always helped me.

Pappy725 · Post by **Pappy725** » Tue Nov 17, 2009 11:03 am

It was the same support number as on the web site. I did make the first couple of calls early in the day, but the last one was 2-2:30 in the afternoon Texas time, while I was at the Apple store trying to figure out why my MBP doesn't see my 828mkII on FW. (It does if I plug the 8pre in first.)

Haven't called since...

Pappy

YouTube · Post by **James Steele** » Tue Nov 17, 2009 2:13 pm

glamacchia wrote:On the rare chance that some one picks up on this thread in MA... MOTU should allow their tech support staff to use a VNC or web control, ARD, WEBEX, etc to view / control the far end when working with clients. They are ABSOLUTELY forbidden to do anything more than talk on a phone!!! Good god man why not drive ice picks into your ears next time you master an album and then burn your eyes out with acid before the art show!

Just throwing this out there, but there could be some sort of liability concern. You ever help a friend out with their computer. You can fix something and as a coincidence something totally unrelated acts up and you get this call "Hey... ever since you came over and got my wireless router working, my email messages disappeared!!" Try as you might, you can't convince them there's no connection. "I don't know man... it was FINE until after you did XYZ!"

I wonder how many messages we'd get here and calls by angry users saying ever since they let a MOTU tech go inside their computer and tweak with stuff, something was messed up on their computer. Perhaps if they only observed while talking you through it on the phone so that YOU had to follow verbal instructions. Might be cumbersome explaining this to end users. I don't know... seems like a lot of pitfalls.

BTW, does any DAW company offer to do this for the user base? Digi MIGHT, but I you probably pay through the nose.

FMiguelez · Post by **FMiguelez** » Tue Nov 17, 2009 3:09 pm

James Steele wrote:...you probably pay through the nose.

How would that work exactly?

MOTUnation.com

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