Anyone else have MOTU delete their active techlinks?
Posted: Sat Jul 19, 2008 10:10 am
I know it's in vogue to bitch about tech support, but something happened yesterday that kind of pushed me real close to the edge.
I've been having a problem since DP 5 was released (it never once happened in 4.6)- random spinning beach balls (summarized here: http://www.motunation.com/forum/viewtop ... 747#226747 ). I had a techlink going that documented tons and tons of tests and results (more accurately, the lack of results). No action had been taken on it in months, not even a response to several posts from me requesting further instruction.
I had a second techlink going (with a different tech) regarding this problem - http://www.motunation.com/forum/viewtop ... highlight= -which is about as clearly defined as you can get again with lots of posts documenting tests and results, and the MOTU tech basically giving up saying "we can't reproduce" and not ever responding to my suggestion that perhaps it's a hardware issue with my card.
Lack of results and lack of response by MOTU in the later stages aside, all communication was carried out in a respectful, courteous and friendly manner on both ends.
Anyway, what's gotten me so riled is that after installing DP6 and hoping that the spinning beach ball issue might be resolved, I got the same kind of crash yesterday. I went to MOTU online tech support to add the occurrence to the existing techlink, but- both my my links had been deleted! All that documentation about ongoing, unresolved problems simply wiped out.
I'm perfectly willing to entertain the possibility that the problem is with my computer or drives, but to simply drop ongoing support links is just callous and does not endear me to the company. I'm trying to make a living using their products (both software AND hardware) and to have these problems in front of clients just makes them ask why I don't just use ProTools. When these support issues crop up I find more and more often that I'm asking the same question. (And yeah, I DO know the answer to that question...)
I started a new techlink yesterday about the beach ball issue, expressing- in a courteous but firm manner- my displeasure at having all documentation of this existing issue wiped out. We'll see what their response is on Monday, I guess, but I'm willing to bet they'll be suggesting the same time-consuming testing procedures that we've gone through several times before (it is after all a random problem).
Anyway, thanks for letting me rant and I'm open to all suggestions.
Gary
I've been having a problem since DP 5 was released (it never once happened in 4.6)- random spinning beach balls (summarized here: http://www.motunation.com/forum/viewtop ... 747#226747 ). I had a techlink going that documented tons and tons of tests and results (more accurately, the lack of results). No action had been taken on it in months, not even a response to several posts from me requesting further instruction.
I had a second techlink going (with a different tech) regarding this problem - http://www.motunation.com/forum/viewtop ... highlight= -which is about as clearly defined as you can get again with lots of posts documenting tests and results, and the MOTU tech basically giving up saying "we can't reproduce" and not ever responding to my suggestion that perhaps it's a hardware issue with my card.
Lack of results and lack of response by MOTU in the later stages aside, all communication was carried out in a respectful, courteous and friendly manner on both ends.
Anyway, what's gotten me so riled is that after installing DP6 and hoping that the spinning beach ball issue might be resolved, I got the same kind of crash yesterday. I went to MOTU online tech support to add the occurrence to the existing techlink, but- both my my links had been deleted! All that documentation about ongoing, unresolved problems simply wiped out.
I'm perfectly willing to entertain the possibility that the problem is with my computer or drives, but to simply drop ongoing support links is just callous and does not endear me to the company. I'm trying to make a living using their products (both software AND hardware) and to have these problems in front of clients just makes them ask why I don't just use ProTools. When these support issues crop up I find more and more often that I'm asking the same question. (And yeah, I DO know the answer to that question...)
I started a new techlink yesterday about the beach ball issue, expressing- in a courteous but firm manner- my displeasure at having all documentation of this existing issue wiped out. We'll see what their response is on Monday, I guess, but I'm willing to bet they'll be suggesting the same time-consuming testing procedures that we've gone through several times before (it is after all a random problem).
Anyway, thanks for letting me rant and I'm open to all suggestions.
Gary
