A comment about MOTU tech support

billruys · Post by **billruys** » Thu Aug 19, 2010 12:48 pm

A few days ago, I had a rant here about a problem I thought was related to a bad driver. I was shooting from the hip and as it turned out, dead wrong about the situation.

One would expect a MOTU tech to read this and get quite angry at my rant, but instead, I was contacted by Chris at MOTU, who had to guess my email address, as I had changed it recently. Amazingly, he figured it out and send me a very gracious email and has been working with me to solve my problem.

So now I feel the need to publicly come here and tell you all that MOTU have some great people and even when someone like me acts like a jerk, they are understanding, empathetic and helpful.

Top marks to MOTU tech support!

Bill Ruys.

RonaldDumsfeld · Post by **RonaldDumsfeld** » Thu Aug 19, 2010 4:04 pm

A few days ago, I had a rant here about a problem

Which post was that mate? You are generally 100% supportive at all times as far as my memory serves.

billruys · Post by **billruys** » Thu Aug 19, 2010 8:06 pm

RonaldDumsfeld wrote:
A few days ago, I had a rant here about a problem
Which post was that mate? You are generally 100% supportive at all times as far as my memory serves.

Umm, it's gone now

Yeah, I usually prefer to build up than break down. Call it a weak moment.

The real point of this post was to give credit where it's due. We are quick to make a big noise when things go wrong - I just think we should also make a noise when things go very right.

YouTube · Post by **James Steele** » Fri Aug 20, 2010 7:51 am

FWIW, I deleted nothing.

RonaldDumsfeld · Post by **RonaldDumsfeld** » Fri Aug 20, 2010 11:57 am

I just think we should also make a noise when things go very right.

Quite right mate. Well said.

Although I can see how it might rankle with someone who had waited for a month for someone at MOTU to even bother reading their TechNote if they found that support staff were spending time and energy getting in touch with someone who apparently hadn't already gone through the standard procedure.

Perhaps things are looking up in that regard? Anyone else out there able to report that someone at MOTU has gone out of their way to be particularly helpful recently?

My own experience has been that when you do find someone to pay attention to your issue and take it seriously they are proficient, friendly and helpful. It's getting in touch with them in the first place that is the difficulty.

Mosaic · Post by **Mosaic** » Thu Sep 02, 2010 4:29 am

I had to laugh at this. MOTU has the worst support in the business. Bar none. And we all know that.

billruys · Post by **billruys** » Thu Sep 02, 2010 6:07 am

Mosaic wrote:I had to laugh at this. MOTU has the worst support in the business. Bar none. And we all know that.

Is this your personal experience, or what you hear? My recent experience has been very positive. The biggest complaint I have heard about is the difficulty getting hold of telephone tech support. But, I also hear that once people do get hold of a tech support engineer, they are generally very helpful.

In my case, a MOTU person saw my post on this forum and pro-actively contacted me to see if they could help. That is a notch above any other company I have dealt with in recent years.

Phil O · Post by **Phil O** » Thu Sep 02, 2010 8:56 am

I was ranting about something a while back and got a PM from Magic Dave offering to put me in touch with the appropriate person at MOTU. I thought it was nice of him to take the time to do that. I think the customer support is better now than we have seen in years past. Just sayin...

Phil

MOTUnation.com