Motu support ???

mke52 · Post by **mke52** » Thu Sep 21, 2006 1:10 am

I have a defective Traveler (at least I think) I wrote to Motu giving them details of my problem and recieved after several days a standard answer telling me to do things that I had already done and described in my mail...
I then wrote back but many days have gone by and no reply.

Quite disapointing

Larry Sheehan · Post by **Larry Sheehan** » Thu Sep 21, 2006 8:16 am

I've never gotten a useful response by email from MOTU. However, in the US, the phone support guy I dealt with knew what he was talking about and was patient and competent. It can take a while to get through but it was worth it.

ps: I called around 4:30 Eastern time and got through in 2 tries.

karhide · Post by **karhide** » Thu Sep 21, 2006 12:33 pm

The support is very poor. I tired to ring when I was in the US but I always got the busy tone and via email all you get is the same email everytime.

They sent out an email about the Motu 828 MKII USB and talked about the firewire chipset!!!

It's such a shame because when the products work they are great!

sixtysixnorth · Post by **sixtysixnorth** » Thu Sep 21, 2006 4:41 pm

er, what support?

mke52 · Post by **mke52** » Fri Sep 22, 2006 6:44 am

it turns out the traveler was defective. I had it changed.
I managed through local support of the store and the great support from the italian importer. (that's where I live).
Still no email reply from motu...

zemlin · Post by **zemlin** » Fri Sep 22, 2006 10:15 am

My experience:
Don't waste your time with email. Call them - sit on the redial button until you break through the busy signal. Once you get them on the phone they'll take care of you.

karhide · Post by **karhide** » Sat Oct 14, 2006 3:34 am

I think it's something they really need to work on I've just switched my 828 for the new RME fireface 400 because of the lack of support.

I still have my Ultralite so I've not fully givenup on them yet.