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mhschmieder wrote:I'm very sceptical of claims against MOTU Tech Support.
To be quite frank, I don't think most people realise how confrontational they are from the get go, when they contact a complaints department.
How you start out, will greatly determine how you are perceived.
As I stated earlier, when I called I was very nice and patient with them. They immediately started acting rude towards me. Even when I was treated like this, I still remained calm towards them. They must assume everyone hates them and they want to beat everyone to the punch and be rude first. I will never do business with them again. There is nothing they can do to make up for their horrible and rude service.
My experience is that MOTU support has been a combination of neglect (more than two months to respond to a technote (and I had to rattle the chains before that occurred), ignorance (I was told there was no latency in any MOTU unit when one of my issues was a doubling of latency with the newest drivers) and and arrogance (they were unwilling to give me the older drivers that worked with my gear at a lower latency).
I could not get through to tech support via phone at all during that time and I tried many times. I had to call customer support to get someone to answer the phone after more than two months when their technote policy plainly states they will respond in 24 hours. (I suppose customer service expects someone is buying?)
I am measured and to the point in these situations but was taken back by their stance of: No, we will not give you the older driver, you have just installed the new one wrong. Please follow our instructions (they were the same ones I used to install them in the first place).
I have been formally around computers since the mid 70's. This attitude pisses me off. I can overlook things but in general I know what's up. They were telling me I did not install the drivers properly when the issue was and still is, that with my gear, the newest drivers do not work as they are supposed to. For what I am dealing with this has been well documented by many others.
Perhaps this is an issue of culture coming from the MAC world where there is a one driver fits all attitude? It's different in the PC world because of the plethora of hardware vendors if for no other reason.