MOU tech support - anyone home?

acidrecords · Post by **acidrecords** » Mon Jun 23, 2008 10:13 am

no response since 2008/06/02!!!

MIDI Life Crisis · Post by **MIDI Life Crisis** » Mon Jun 23, 2008 10:17 am

acidrecords wrote:no response since 2008/06/02!!!

The state of Mass. takes off from Easter to July 4th. Could be worse, Rhode Island hasn't been home since 1972!

Seriously, it would seem your message got lost. Try posting to them again.

acidrecords · Post by **acidrecords** » Tue Jun 24, 2008 2:45 am

oh ok.

i`ve send allready fax and mail > no mail response + no further response to the techlink.

FMiguelez · Post by **FMiguelez** » Tue Jun 24, 2008 6:02 pm

.

Try calling them at 9:00 am Mass time. My tech-link remains unread too, but I solved my issue over the phone. Just keep pressing re-dial until you get through. Took me 10 minutes...

MIDI Life Crisis · Post by **MIDI Life Crisis** » Tue Jun 24, 2008 6:08 pm

It would seem your message got lost. Try posting to them again or as FMiguelez said... call. Or not.

acidrecords · Post by **acidrecords** » Wed Jun 25, 2008 10:54 am

as posted on page 3

>>>>
no chance to phone them whitout paying horrendous amount of money.
europe to usa: 3,99 euro! per minute... = ~ $6,2

i have no fixed line phone, only mobile. <<<<<<<

the fax was deliverd! (i`ve got a delivery report)
the mails were also delivered (no mailserver response that they were not delivered!)

so it`s no technical problem here.

FMiguelez · Post by **FMiguelez** » Wed Jun 25, 2008 12:28 pm

.

Acidrecords:

FWIW, I just received a notification that my tech-link has been read (but not answered yet). I solved my issue over the phone, but believe me, they ARE there. They must be stupid busy now, as you can imagine, with all this DP6 shipping, taking care of orders, etc.

Just post another tech-link. I haven't read the whole thread, but if you have a big problem, and you NEED to fix it pronto, just decide if your problem is worth the $30-$40 dollars.
Or maybe you can buy one of those dispensable calling cards. They are very cheap, and you can call for several minutes.

MIDI Life Crisis · Post by **MIDI Life Crisis** » Wed Jun 25, 2008 1:20 pm

Time to face facts. No one here can help you if you can't reach tech support. We've tried and the one solid answer (calling) you've rejected. So what do you want us to do?

acidrecords · Post by **acidrecords** » Tue Jul 01, 2008 2:56 pm

again!! they have a troubeticketing sys so they should care about it!!

why sould a customer from the "other" side of the world call them when they provide such sys!!?

it`s a shame to threat customers like this

here are some screens:

and also here: another story here in the forum from another person about the bad motu support:
read post from Jason Bernath Posted: Thu Jun 26, 2008 6:38 am
http://www.motunation.com/forum/viewtopic.php?t=27831

FMiguelez · Post by **FMiguelez** » Tue Jul 01, 2008 3:02 pm

.

Well, for one thing you should be a bit more respectful with them. Reading 2 of your responses seem a little "incorrect".

Just buy the damn calling card, it'll cost you very little. I posted tech links much after you, and they've been answered.

acidrecords · Post by **acidrecords** » Tue Jul 01, 2008 3:30 pm

respectful?

as you can see above:
techlink was created on: 05/20/08!
(then there was the info > we will resond in 1-2 business days...)
but response was on 06/02/08!

the next question was really standard blabla...

and since then > nothing.

sorry but > i should be respectful?

they should response in 1-2 business days > not 10 or more.

and as you can read in the other thread:
http://www.motunation.com/forum/viewtopic.php?t=27831

not the customers are the problem! but motu themself have a problem!

FMiguelez · Post by **FMiguelez** » Tue Jul 01, 2008 3:36 pm

.

I'm not saying they are perfect at all or anything, but I just don't understand why you just don't call them?!?!?!?!

If procedure A takes you nowhere, why not take procedure B??

MIDI Life Crisis · Post by **MIDI Life Crisis** » Tue Jul 01, 2008 4:02 pm

OK, let's put it another way. You can continue to complain about tech support here, OR you can solve your problem. You will certainly find people to listen here, BUT WE CAN'T DO ANYTHING FOR YOU!

Well, let me correct that. We can and have told you what to do. The ball is in your court. Your options are:

Continue the way youhave been and keep on keepin' on; or

Call and talk to a human being. I'm sorry you are not in the same country as the company. I go thru this when I have problems with PlugSound Pro in France. But I don't go to the site and whine about living in the USA and the company is in France. That is the reality.

Oh yeah - reality... I remember that.

acidrecords · Post by **acidrecords** » Tue Jul 01, 2008 4:03 pm

ok, i think you don`t understand me.

why should i pay 700,- Euro! for a motu 828mk3 interface and also pay another $100 for a support call.

i really often had support contact with audio and it companys in the last 10 years!
no other company was slow like this!
when a company sells it-stuff worldwide then they also have to provide worldwide support and if they provide a online techsupport-tracking system, than they are responsible that the system works! and that issues are "resolved" in adequate timeframes.

in the last 10 years, i`ve never seen such bad support and i had contact with
ibm, hp, acer, asus, apc, samsung, sony, konica minolta, tekram, delock and many others.
within audiobusiness with soniccore, korg, roland, waveidea, alesis, yamaha, emagic, avalon, apogee, and also many others.

maximum response time was 5 business days!
longest unresolved issue was 4 weeks (bios update)!

so i hope it`s clear now.
maybe motu should drop their interface prices and include a $100 (or more) phone voucher for the international customers.

btw. i`ve also contacted the ftc now...

MIDI Life Crisis · Post by **MIDI Life Crisis** » Tue Jul 01, 2008 4:08 pm

acidrecords wrote:
btw. i`ve also contacted the ftc now...

Good luck with that. Slow technical support is not a violation of any trade or communication laws in the US. Also, as you are making a complaint from outside the US, your complaint will not even be filed unless you are a US citizen with a chargeable offense.

So again, you can keep on keepin' on or fix the problem.

$100 for a phone call? Maybe you should change carriers? Do they have more than one where you are?