MOTU - "remarkable" service quality

[seemebreakthis]

Don't you just love their support service?

(text below is copied straight from my MOTU techlinks page, rearranged for your viewing pleasure)

MTL 41093 — The machine will not switch on
Last edited by Sam on 2009/09/22 07:34:12 GMT-5
User - Sam Leung
Submitted - 09/22/2009 07:34:11
Issue type - Hardware (all others)
Status - In progress
Product(s) - 828mkII FW
Version - 1.01
Additional information
Troubleshooting - tried rocking the power switch back and forth between 110v and 230v a few times, then switch back to the proper voltage, before powering on.

Steps to reproduce - Power on the machine (with nothing else plugged in other than the power cord)

Details
The machine freezes after power on, when 'MOTU 828MKII' and 'Cuemix DSP' are displayed on screen. The normal v1.01 that should appear subsequently does not appear anymore, and the system does not respond to anything.

Responses
Added by Sam on 2009/09/25 21:18:39 GMT-5
No update...?? Hmm what is the SLA / KPI or whatever it is called in MOTU's customer service?

Added by Matthew on 2009/09/28 08:26:50 GMT-5
State change from 'Unread' to 'In progress'
Hi Sam,
From where and when did you purchase this unit?

Added by Sam on 2009/09/28 09:45:54 GMT-5
Attached file: http://downloads.motu.com/tickets/41093/Re MOTU 828MKII woes - RMA needed - Serial No. 8282159130.htm
Hong Kong, from a store called Hauppton, in Jan 2007. That unit was RMA'ed because it was defective and i got a replacement unit at the end of March 2007. See the attached file for details.

Added by Sam on 2009/10/10 01:45:05 GMT-5
It has been a long time since I last received any reply from MOTU.. what do i do now with this defective unit?

[ironchef_marc]

I've submitted a MOTU TechLinks almost a week ago. I still shows as not read. What's is a reasonable amount of time to expect someone to look at it??

[James Steele]

Moved to the "Gripes" forum.

[stjohn]

Their 'service' is the reason im selling my Ultralite and looking for something else. They dont care that i have answered their next question in previous emails. they dont care that their PC drivers are horribly designed. all they want to do is continue the charade of service by asking pointless questions that ensue a circular conversation, and when you become as fed up as they seem to be, you will break the correspondance and they will be off the hook.

i am waiting to hear back from 'Matthew' soon, so maybe in 4 weeks, if he has something unconstructve and pointless to point out yet again, im just going to tell him to •••• off.

having worked with Paypal customer service, i know a standard copy-paste reply when i see one.

great hardware, when it works, abysmal service.

/rant

[eyeteeth]

I feel your pain. I had a similar issue here, but even worse. the Techlink was up for a YEAR between MOTU responses. Eventually they simply closed it saying the issue was resolved. It wasn't.

I started making calls... finally got to someone I could express my extreme displeasure only to have them tell me (well over a year later) that I could have simply returned the product within 30 days for a refund. By the time it was straightened out and finally useable,(I was stuck in DP 5.13) DP 6 gave way to DP 7 and they now expect me to purchase another upgrade after never being able to use the previous "current" version I had paid for.

Precisely why I've stopped recommending their products, and currently have no intention of sending them any of my money again. I'm sticking with what I have for now and will figure out what direction to go later.

Good luck with your situation.

[Patricio]

Motu products are great i think.
Only the response on techlinks became very very slow i noticed.
I have still one unread since 02/18/2010 and my others with a nasty Quickscribe bug in 7.1 i can't find anymore.
Can't understand why, maybe this is the place to have your problems solved.

[MIDI Life Crisis]

I submitted a techlink on Sept 22, 2009 as well saying I could not authorize DP. The response came yesterday, March 25, 2010. They could have at least waited another week and posted it on April 1...

[zed]

I've submitted a MOTU TechLinks almost a week ago. I still shows as not read. What's is a reasonable amount of time to expect someone to look at it??

I submitted a TechLink last year and it was not read for 3 weeks or more, so I called MOTU to complain, and someone read the TechLink and responded that same day.

BUT THEN, I submitted a follow-up to the correspondence with a continuing issue, and they have never read my follow-up or gotten back to me in more than 2 months.

I don't feel very supported.

[zed]

Moved to the "Gripes" forum.

How come it always feels that you are offended when we complain about something?

I think the complaints are valid... and if nothing else, this thread has revealed to me that I'm not the only one who is having their TechLinks ignored for long periods of time... which makes me feel a little less isolated.

[MIDI Life Crisis]

Moved to the "Gripes" forum.

How come it always feels that you are offended when we complain about something?

I think the complaints are valid... and if nothing else, this thread has revealed to me that I'm not the only one who is having their TechLinks ignored for long periods of time... which makes me feel a little less isolated.

+1 - but it is his football...

[James Steele]

Moved to the "Gripes" forum.

How come it always feels that you are offended when we complain about something?

I think the complaints are valid... and if nothing else, this thread has revealed to me that I'm not the only one who is having their TechLinks ignored for long periods of time... which makes me feel a little less isolated.

Did I SAY they weren't valid, "zed"? Did I act offended? For Pete's sake. You KNOW that on this board, posts that are simply posted to complain about MOTU's company policies or service go in this area. Is that somehow news to you????

[James Steele]

Moved to the "Gripes" forum.

How come it always feels that you are offended when we complain about something?

I think the complaints are valid... and if nothing else, this thread has revealed to me that I'm not the only one who is having their TechLinks ignored for long periods of time... which makes me feel a little less isolated.

+1 - but it is his football...

+1 for what I said to Zed.

[zed]

Did I SAY they weren't valid, "zed"? Did I act offended? For Pete's sake. You KNOW that on this board, posts that are simply posted to complain about MOTU's company policies or service go in this area. Is that somehow news to you????

No you didn't... not this time.

And I certainly don't want to give you reason to be offended, so I will try to put this into words just so that you can understand my response... Over the past couple of months you have been pretty reactionary when it comes to gripes. Your "Moved to the "Gripes" forum" has often been accompanied by commentary which makes it seem as though you are offended and annoyed by the gripers. And there have been cases, where your annoyance is justified.

But most of us are like Pavlov's dog... if you ring the bell enough times when you're serving our dinner, we automatically think that James is angry when we hear those five words ("Moved to the "Gripes" forum"). Just a basic psychological principle.

So I apologize if I have read into those five words... I am only salivating.

In order to counteract the associations that have been made, I recommend finding funny ways to announce the transfer of threads to the Gripe section. Maybe say it with poetry or a limerick:

What you sons of rascals are writin'
I just don't find very delightin'
I'm not mad or sore
but you all know the score
this thread goes with all of the gripin'