MOU tech support - anyone home?

acidrecords · Post by **acidrecords** » Wed May 28, 2008 1:02 am

5mins ago i`ve send them fax over free fax service regarding my techlink ticket . that they should have a look @ it.

https://faxzero.com/

such lame support is not normal...

ric7729 · Post by **ric7729** » Wed May 28, 2008 3:47 am

Im in Australia and i posted a message on the 24th and its still unread also. So much for a response in 1 to 2 business days...

acidrecords · Post by **acidrecords** » Wed May 28, 2008 4:31 am

maybe someone should call them (from us) and redirect them to this thread

yes i`ve also got the message: response in 1-2 business days.
today is 7th business day....

BradLyons · Post by **BradLyons** » Wed May 28, 2008 4:36 am

Dave Bourke wrote:
BradLyons wrote:Technical support is done over the phone, have you tried that?
That's fine if you live in the States, Brad, but what about overseas users? If I wanted to phone MOTU when their offices open I have to get up at 3.30 a.m. and start dialling. And paying international charges to listen to on-hold muzak is a non-starter.

Kind regards.

Well, that would be up to first the retailer overseas where you bought the product.....if that retailer does not have their own technical support, then it would be up to the international distributor providing the unit was bought in that country. If not, then it would be up to the dealer of the country where the unit was bought.

bdr · Post by **bdr** » Wed May 28, 2008 5:35 am

Yes Brad...in theory. In practice (at least here in Oz) my experience when calling local distributors has been along the lines of

Me:'I have this consistent crash when I do x,y,z'
Distributor:'Well, what can I tell you..it just doesn't do that..'
Me:'Thanks'

acidrecords · Post by **acidrecords** » Wed May 28, 2008 5:50 am

@ bdr

yes thats the same answers i get here in europe. (product and manufacturer > not relevant)

they distris. in eu the don`t code the drivers and also don`t engineer the hardware. they only sell it. b2b and then b2c. (nothing else..)

in case of motu > if i call local distributor > answer. please contact motu usa they have a tracking system.

so, here i am.

MIDI Life Crisis · Post by **MIDI Life Crisis** » Wed May 28, 2008 6:38 am

BradLyons wrote:
Dave Bourke wrote:
BradLyons wrote:Technical support is done over the phone, have you tried that?
That's fine if you live in the States, Brad, but what about overseas users? If I wanted to phone MOTU when their offices open I have to get up at 3.30 a.m. and start dialling. And paying international charges to listen to on-hold muzak is a non-starter.

Kind regards.
Well, that would be up to first the retailer overseas where you bought the product.....if that retailer does not have their own technical support, then it would be up to the international distributor providing the unit was bought in that country. If not, then it would be up to the dealer of the country where the unit was bought.

Surely you jest. Does Sweetwater offer MOTU tech support? Do you really think a salesman (no offense intended) can troubleshoot a specific product effectively as a matter of course? They might know something about it, but that is not a replacement for tech support from a software company.

climber · Post by **climber** » Wed May 28, 2008 6:39 am

look, we're not asking for support through THIS web site. we are using the channel that MOTU themselves have set up to provide customer technical support. they are the ones offering a method of support and then ignoring it. IMHO there is no excuse for that.

Brad, if you had ever lived in another country and tried to get support from a international dealer or distributor you would understand how unlikely that would be. and besides, any dealer or distributor simply cannot supply the up to date and quality of support that a manufacturer can provide - if they choose to do so. I'm not at all sure why you keep defending MOTU's lack of attention to their customer support. it really feels as if you work for them or something.

MIDI Life Crisis · Post by **MIDI Life Crisis** » Wed May 28, 2008 6:52 am

climber wrote: Brad, if you had ever lived in another country and tried to get support from a international dealer or distributor you would understand how unlikely that would be.

It's just as unlikely in the USA. Many of our salesmen might have some info on how to remedy some problems, but they won't devote time and resources to that. Present company excepted, many salesmen won't even devote time to sales and seem to resent having to be there in the first place. Guitar Center comes to mind. What a joke! Go to GC for tech assistance? I won't even go there for sales assistance.

And while I tend to support West LA Music for most of my local purchases, their responses to any kind of technical questions have been, at best, so superficial (like: wait for the the new release -or- 'I'll ask the MOTU rep when he comes in in 3 months') that they are more appropriate to a comedy club.

No, I'm sorry, but on this one Brad, you are way off the mark. The guy/gal/retailer/reseller who sold you the software is NOT your first line of defense in tech support. Not here, not abroad. It is the software company. And if MOTU had their act together, UNicornation wouldn't be so damn popular.

In defense of MOTU, my recent experience there was pretty remarkable. I got in on the first attempt and got a very knowledgeable tech. He couldn't solve the problem (a bug, or should I call it a "deficiency in the program?) but at least he understood the question; my dilemma; the troubleshooting procedures I tried; and the need for the feature in DP. I doubt the guy who sold me the software would have even gotten the concept of the problem - but he probably would have sold me STP or Logic or worse, Pro Trolls, I mean, Pro Tools.

BradLyons · Post by **BradLyons** » Wed May 28, 2008 9:34 am

MIDI,

Well you are right---you can't expect your sales person to handle all technical support details---so that is why we do have a fully-staffed technical support and service center where we support every product that we sell. And these aren't guys reading from a script, they are HIGHLY EXPERIENCED professionals just like myself. I instruct my clients to ALWAYS call me first--if I can't answer it or solve the problem for them, I pass them along to my technical support center. Because we support every product we sell as opposed to the manufacturer only supporting their own products...we then can support the entire system at one place. This is something that, quite frankly, every dealer should do---but they don't, because it costs too much money to provide value when all they want to do is make a sale. And this is why I sell many systes, full systems, large systems....because of that support before-hand and after the sale as opposed to just taking the order. The manufacturers expect you to contact your dealer first for any problems---and then go direct if they can't solve it.

MIDI Life Crisis · Post by **MIDI Life Crisis** » Wed May 28, 2008 9:42 am

BradLyons wrote:MIDI,

Well you are right---you can't expect your sales person to handle all technical support details---so that is why we do have a fully-staffed technical support and service center where we support every product that we sell. And these aren't guys reading from a script, they are HIGHLY EXPERIENCED professionals just like myself. I instruct my clients to ALWAYS call me first--if I can't answer it or solve the problem for them, I pass them along to my technical support center. Because we support every product we sell as opposed to the manufacturer only supporting their own products...we then can support the entire system at one place. This is something that, quite frankly, every dealer should do---but they don't, because it costs too much money to provide value when all they want to do is make a sale. And this is why I sell many systes, full systems, large systems....because of that support before-hand and after the sale as opposed to just taking the order. The manufacturers expect you to contact your dealer first for any problems---and then go direct if they can't solve it.

Well then, you just added another loyal customer. You are the ONLY outlet I know of who does that.

Kudos! My next purchase will be with you

BradLyons · Post by **BradLyons** » Wed May 28, 2008 9:56 am

MIDI Life Crisis wrote:
BradLyons wrote:MIDI,

Well you are right---you can't expect your sales person to handle all technical support details---so that is why we do have a fully-staffed technical support and service center where we support every product that we sell. And these aren't guys reading from a script, they are HIGHLY EXPERIENCED professionals just like myself. I instruct my clients to ALWAYS call me first--if I can't answer it or solve the problem for them, I pass them along to my technical support center. Because we support every product we sell as opposed to the manufacturer only supporting their own products...we then can support the entire system at one place. This is something that, quite frankly, every dealer should do---but they don't, because it costs too much money to provide value when all they want to do is make a sale. And this is why I sell many systes, full systems, large systems....because of that support before-hand and after the sale as opposed to just taking the order. The manufacturers expect you to contact your dealer first for any problems---and then go direct if they can't solve it.
Well then, you just added another loyal customer. You are the ONLY outlet I know of who does that.

Kudos! My next purchase will be with you

Well thanks, but I don't think you'd like my prices

acidrecords · Post by **acidrecords** » Wed May 28, 2008 10:16 am

@ BradLyons

please code me new drivers / new bios....

sorry for that but we are talking about worldwide support.

if one of your techis has the time, here comes a very special problem regarding memory resource allocation.

Notebook_Expresscard_Motu_Firewire_problem_eng_Fr.pdf (378 KB)

additional files mentioned in the pdf.
#1 http://b.imagehost.org/download/0864/1_9.mht
#2 http://b.imagehost.org/download/0864/2_6.mht
#3 http://b.imagehost.org/download/0864/3_9.mht

pleas don`t tell me "this is a special problem".

i know that, that is why i`ve contacted motu techsupport

as wrriten in another post: techlink created on 20.05.08
today sent fax via free faxservice to motu, that they should look @ casenumber xxxxxx

until now > nothing

MIDI Life Crisis · Post by **MIDI Life Crisis** » Wed May 28, 2008 10:16 am

BradLyons wrote: Well thanks, but I don't think you'd like my prices

Huh? DO you charge for tech support? I've bought from Sweet H2O before and the prices are always competitive. Actually better on lots of stuff.

Are we going O/T here? Oh, I get it... you're kidding me...

DOH!

climber · Post by **climber** » Wed May 28, 2008 11:52 am

[quote="BradLyons"]The manufacturers expect you to contact your dealer first for any problems---and then go direct if they can't solve it.[/quote]

what????

I've never heard that...