MOTU Tech Support

Phil O · Post by **Phil O** » Wed Nov 05, 2008 8:49 am

I now have two unanswered Tech Links at MOTU's web site. One dates back to Oct 14. Anyone else have this problem? Just wondering if they are unresponsive or maybe the system is broken. I've usually had good luck with them. Thoughts?

Phil

Frodo · Post by **Frodo** » Wed Nov 05, 2008 12:55 pm

I've had some answered in a few days and others sit for months. I've even had a couple of tech links go unanswered and then disappear entirely after a while.

Keep at it-- give 'em a call. If it's important to you, don't give up.

stubbsonic · Post by **stubbsonic** » Mon Nov 10, 2008 10:50 am

I have a couple techlinks that are over a month old. I keep trying to "reawaken" them by updating the status or asking a paraphrased version of the question. But that doesn't seem to do anything. Then I tried emailing customer service to see if there was a problem with the tech support department. No response.

I'm planning to upgrade from DP5 to DP6, but this is making me a little hesitant. I will try calling tech support.

MIDI Life Crisis · Post by **MIDI Life Crisis** » Mon Nov 10, 2008 12:44 pm

MOTU has answered all my techlinks on DP 6 (about 15 of 'em!) Whatever...

stubbsonic · Post by **stubbsonic** » Mon Nov 10, 2008 5:05 pm

I wonder if that is the problem. Do they just drop v5 users to the bottom of the priority list? If that is the case, I would request that, in fairness, they just begin to treat all the techlinks in the order they are received.

tonwurm · Post by **tonwurm** » Thu Nov 13, 2008 12:55 am

I´ve got several techlinks not answered since months

twistedtom · Post by **twistedtom** » Thu Nov 13, 2008 2:55 am

If you have over 5000 post here they move you to the top of the list.

You may be right stubbsonic it may be they feel DP5 is over with and just want to support DP6.

MIDI Life Crisis · Post by **MIDI Life Crisis** » Thu Nov 13, 2008 5:49 am

twistedtom wrote:If you have over 5000 post here they move you to the top of the list.

Hardly!

Phil O · Post by **Phil O** » Thu Nov 13, 2008 8:25 am

twistedtom wrote:If you have over 5000 post here they move you to the top of the list.

I find it interesting that I just got both of those answered yesterday. I wait weeks and then just after I make this post I get a reply. Coincidence? Could be, but I get the feeling we're being watched.

Phil

MIDI Life Crisis · Post by **MIDI Life Crisis** » Thu Nov 13, 2008 8:38 am

Phil O wrote:
twistedtom wrote:If you have over 5000 post here they move you to the top of the list.
I find it interesting that I just got both of those answered yesterday. I wait weeks and then just after I make this post I get a reply. Coincidence? Could be, but I get the feeling we're being watched.

Phil

Well, I'd bet we ARE being watched. As far as those with 5000+ posts get more attention than others, I doubt it. It might be that a few of us know the program so well that when we submit a techlink, it's usually for something that isn't a known bug or has a workaround. I usually provide MOTU with a workaround or two. Also, my techlink answers often consist of "thanks - I'll forward that to the software engineers" (or something like that. Rarely do I report an issue that MOTU can actually address.

For the record - I AM NOT a beta tester. Not for MOTU, not for nobody anymore. At least not a willing beta tester.

twistedtom · Post by **twistedtom** » Thu Nov 13, 2008 9:56 am

I do not think they give a rat's ass about how active one is at MOTUNATION; obvious I was clowning around. Woman show affection by hugging and doing the fake kiss thing but men show it by joking with each other, can you feel the love in this room.

I can how ever see where they may put more effort into DP6.
MLC you made a good point about how the question is worded and what is asked, just like here when more information is given the easier it is to give an answer.
I have not had any problem getting help from MOTU; ( even when my post count was under 100).

a few times the phones were busy.
I do not ask help from MOTU very often as most of the things I have had problems with I have gotten the answers here.
Over time there have always been people here saying that they are not getting good tech support so perhaps there is merit to this complaint.

This may be the problem.

FMiguelez · Post by **FMiguelez** » Thu Nov 13, 2008 11:22 am

.

Hey, I think I saw the guy on the way to my studio

He did look worried and overburdened, hahahaha. That looks like the desert in Sonora.

jeff sanders · Post by **jeff sanders** » Thu Nov 13, 2008 11:42 am

FMiguelez wrote:.

Hey, I think I saw the guy on the way to my studio

He did look worried and overburdened, hahahaha. That looks like the desert in Sonora.

south of tucson on the reservation i believe

twistedtom · Post by **twistedtom** » Fri Nov 14, 2008 2:23 am

To be fair I must add that having read posts by Phil I am sure his support questions were very concise and well documented so he must have gotten the guy on the bike.
And what can we say of Frodo other than he is the DP man.

magicd · Post by **magicd** » Fri Nov 14, 2008 6:37 am

Phil O wrote: Coincidence? Could be, but I get the feeling we're being watched.

Dave

MOTUnation.com

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