MOTUnation.com

Today, I got a PM from someone at MOTU Tech Support asking for info on a problem I've had over the past year or so. The problem is not really important at the moment for the purpose of this thread.

What I want to share is my gratitude that MOTU is taking this issue seriously and is eager to work on it. At the same time, I am most eager to help them in whatever ways I can because I love this app.

It just means SO much to me that they would even ask-- and for that I say THANK YOU A THOUSAND TIMES OVER, MOTU!

Gratefully,
Frodo

yup, they're great. far different experience from native instruments and some other software companies.

When I first got Dp (It was 2 something) some one called me from MOTU and asked how I was doing with the program and if I needed any help.
I have not used tech. support that much myself, I mostly get my advice here.

Well you and Shooshie are so helpful here that's the least they could do really!

glsimonsen wrote:yup, they're great. far different experience from native instruments and some other software companies.

MOTU are very, very refreshing after years of dealing with Digidesign. Not just that sort of personal touch, but more stuff you bought from them years ago is still supported now! Enter Digi phrase: legacy... Anyhow, back to MOTU praising... you guys should release a controller!

Brilliant timing, Frodo:

Today, I too got a PM from someone at MOTU Tech Support asking for info on a problem I've had over the past 6 months or so.
The problem is not really important at the moment for the purpose of this thread.

FWIW, this is my first correspondence with MOTU, period.
Even more shocking is the fact that they instigated it.
It just means SO much to me that they would even ask a silly monkey.
Makes me wanna eat humble-banana.

I wonder if this means we're nearing the next update, and the issues we've raised on the forum have been noted?
After all, we know MOTU put in a huge bug-squashing effort during Q3 2006.
Looks to me like they want to nail the lot.
That's the way, MOTU; you go get 'em.
Thank you ever so much for being proactive.

Phil Jeffers wrote:Well you and Shooshie are so helpful here that's the least they could do really!

Agreed, Phil!

It makes perfect sense, until you consider they PM'd the monkey too.
I mean, whadda they want? A laugh?

Frodo wrote:Today, I got a PM from someone at MOTU Tech Support asking for info on a problem I've had over the past year or so-- and for that I say THANK YOU A THOUSAND TIMES OVER, MOTU!

Gratefully,
Frodo

No to be too cynical, but that is about three "thank yous" for every day since you reported the problem. I too received an email from MOTU on 3/2 on an issue I reported on Oct 26. That's only what...? Four months reply time on an email to tech support?

Sorry to disagree, Frodo, but that is absolutely LAME! (And I don't mean L.A.M.E. as in MP3!) Any other company would have responded in a matter of hours or a day or two at most. A company is only as good as it's weakest department and sad to say, MOTU's tech support may well be the undoing of the company. To once again misquote the worst commercial on American TV: MOTU, I love your product, but I hate your tech support.

MIDI Life Crisis wrote:No to be too cynical, but that is about three "thank yous" for every day since you reported the problem. I too received an email from MOTU on 3/2 on an issue I reported on Oct 26. That's only what...? Four months reply time on an email to tech support?

Sorry to disagree, Frodo, but that is absolutely LAME! (And I don't mean L.A.M.E. as in MP3!) Any other company would have responded in a matter of hours or a day or two at most. A company is only as good as it's weakest department and sad to say, MOTU's tech support may well be the undoing of the company. To once again misquote the worst commercial on American TV: MOTU, I love your product, but I hate your tech support.

Magilla Gorilla's beating his chest again!
Didn't you score on your birthday, Mike?

OK, Gorilla-boy, explain this:
I've never even contacted them about anything.
They seem to have determined that the issue in question is being experienced by a sufficient number of Unicorns (including you, I might add!) to warrant attention.
This unprompted enquiry was PM'd to me from the board.
Can only mean one thing: They're watchin' us.
Yay! Cheer up, bud.

Here, have a puff...
Now scull this...

Better?

Well, some people work better with the carrot and stick approach. Others work better with just the stick. In this thread we've got a little of both! Lucky MOTU Tech Support!

I miss the days when I could spend a half-hour on the phone with Jim Cooper or Les Quindipan. Things got done then, and things got changed. I remember a version of Performer/Digital Perfomer that came out around the end of 1997 or early 1998. It had my entire wish list in it. I called up Les and thanked him. He said "this one was for YOU, Shooshie!" Haven't seen that in a while, but version 5.11 was a gift, regardless of whether or not it had my name on it.

I know they're still making it better. That's what counts.

Shooshie

MIDI Life Crisis wrote:Any other company would have responded in a matter of hours or a day or two at most.

Oh, would they? Which ones? LOL!

Maybe our experiences are different, but this is why I feel so grateful that MOTU contacted me this time.

I'm in agreement with Shooshie on this one - 5.11 is a definite highlight of my year.
I'm still on a dual 1.25 G4 and have been guilty of serious computer abuse for quite some time now. To get a song in shape I go through several project versions (printing VIs and plugs etc) with quite a few crashes on the way.
5.11 has made the dance a lot less of a problem and allowed me to hold out on the next box 'til Leopard and the 8 cores machines.
Thank you MOTU.

Through the years, I've had mixed feelings about MOTU tech support. It all depends on who you get on the phone. They've had some great people and they've had some Bozos. Overall though, they have been pretty good to me. I guess every company has had it's share of Bozo employees and we need to avoid them when we come across them.
My latest tech support question was in Nov 06. Someone named Nathan answered and seemed very nice. Our emails came to a dead end in Dec and I'm still hoping he'll get back to me when they solve the bug I reported.

Phil

It's nice to hear you were contacted promptly Frodo. We all know you have concise issues that are valid and I'm sure for some of us that alone is a challenge.

In the past few years I have submitted many feature requests and bug complaints. Unfortunately, they have not responded to me with the same zeal.

I have compiled a laundry list of bugs I would love to confer with you on BTW for possible accumulation and a report to them on existing needs and wants.

Peace!

G

Frodo wrote:

MIDI Life Crisis wrote:Any other company would have responded in a matter of hours or a day or two at most.

Oh, would they? Which ones? LOL!

Maybe our experiences are different, but this is why I feel so grateful that MOTU contacted me this time.

As far as the PRODUCT, I am in agreement, DP is the best, so let's get that out of the way.

So let's talk tech support.

M-AUDIO - calls are answered immediately (or within about 3 minutes) and the guy who answers always knows what he is talking about. If there is a problem, the unit is fixed or replaced, even when it is out of warranty if they have a known defect.

MakeMusic - As much as I am moving to Sibelius, I still use Finale and while the company may be in denial about bugs at times, they respond quickly to most problems and provide real solutions.

Bose - Probably the premiere company on this front. Customer support is probably the best on the planet. I have always been treated with respect and given credit as a thinking professional (can't always say the same about MOTU's "scripted" responses.)

Adobe - Again, responses are handled quickly, hnoently and professionally.

Apple - Generally, the same as Adobe. They really try to get you going and will replace HARDWARE if there are known issues. Even past warranty dates.

MOTU tech support has been great at times, but more often than not, if I am reporting a bug which has been confirmed by many other users here, the MOTU tech will often say it is NOT a bug, only a problem with my system. And 5 or 6 months to respond to a tech support email is a joke. What are you supposed to do if you are dead in the water? Wait 5 months to get back to work???

I use DP, MachFive and MX4 because they are great products, even if they are a bit slow on the M5 intel transition - like a year! But if I had to depend on MOTU techs to stay in business, I'd have swithched to Logic or some other DAW a long time ago. This site is my tech support. I don't even bother to contact MOTU any more- except for updates, of course.

I have to agree with mlc. This site is tech support for me. James of course, Shooshie, Frodo - its thanks to you guys and others on this board that I have someplace to go with quesitons and issues.

email response from motu - a black hole, phone - very iffy if you can get through.

Call presonus or m-audio if you want an example of phone support.

Motu should be thanking (and sponsoring) you guys.

just my .02 - Noam