MOTU official techncial support doesn't work

[AndreaT]

Dear Folks, I am a new disappointed customer of MOTU.
I purchased a 896 mk3 Hybrid and an AudioExpress.

I opened 9 tickets for the 896 mk3 in January.
With 5 I was simply asking for technical details that any other vendors write in their datasheets (anybody never got a MOTU datasheet?). One not yet closed, one closed for my disperation, 2 closed with "vague" replies and 1 (very important for me) still open.
Other 3 were regarding a big limitation and probably 2 bugs. No reply so far... still "in progress" since mid January.

I am very disappointed with the MOTU official techncial support, it doesn't work.
After this bad experience I will probably never buy a MOTU product again.

However, now I am still looking to find replies to my questions.
Anybody know any other way to get attention and support?

Thanks in advance and kind regards,
Andrea.

[Spencil_Splodge]

Hi,

I had a long wait for my Motu TechLink too (they are generally quite busy with TechLinks), however, it helps if you phone up and wait in the phone queue (can take a while) and then refer the support person to your TechLink - once your TechLink is assigned to someone you get responses far more quickly via the TechLinks.

As for datasheets, if Motu don't want to release them I guess they just won't. You could run the 'RMAA' tool yourself for some numbers if you wanted which would actually be representative of real world values rather than chip related specifications.

BTW - What are your bugs/issues with the 896mk3 Hybrid? Is it a tone/hum by any chance?

Hope that helps,

Spence.

[Spencil_Splodge]

Just found this in a different thread - a response from a Motu TechLink regarding specs for the 896mk3 Hybrid and the Ultralite Mk3 Hybrid:

Dynamic Range: 112db (A-weighted RMS)
Headroom: 16db (20dbu FS)
Available pre amp mic gain: 53db (60db on UltraLite mk3 Hybrid)
Sampling Rate: 44.1kHz - 192kHz on analog, 44.1kHz - 96kHz on ADAT Lightpipe, S/PDIF, and AES/EBU
Frequency Response at 96kHz sampling rate 20Hz: 48kHz +/- .05db
Frequency Response at 192kHz sampling rate 20Hz: 96kHz +/- .05db with a 2dB linear roll off from 48kHz to 96kHz
THD+N: .001% or better
Output Resistance: Under 100 ohms
TRS Input Resistance: 10k ohms
XLR Input Resistance: 2k ohms

Spence

[Spencil_Splodge]

Oops, I just realised that the thread I got the data from was your own, sorry about that! I can see that you are after more than this...

Spence.

[James Steele]

Thanks. This belongs in "Gripes" since it is not really a question regarding MOTU hardware.

[FMiguelez]

Hey, Andrea.

You should definitely try calling them instead. Keep pressing redial until you get through (early in the morning).

MOTU makes better DAWs and samplers than they do tech support, I'll give you that, but I'm sure you'll get your answers once you call them.

Also, this site is the best site in the web about MOTU-realted stuff. Ask away!

[AndreaT]

Thank you all for your comments.
But... the real problem I seen is that who is giving the remote support has very limited knowledge of the techncial details or doesn't give such a details.
In anycase, I understood, ... there is no other support provider than MOTU techlink.
Regards,
Andrea.

[stephentayler]

The work that Andrea is doing with the IEC RIAA phono EQ curves for CueMix is, in my opinion, really great work, so let's see if we can put him in direct contact with Magic Dave.

Dave???

Warmest best wishes

Stephen

[stephentayler]

https://sites.google.com/site/tarasconiprojects/" onclick="window.open(this.href);return false;

[MOTU_Tech]

Hi Andrea,
If you send me your MTL numbers I'll be happy to make sure they get the necessary attention.

Cheers,

[AndreaT]

Dear MOTU_Tech, I preferred to update/post you privately.
Thanks and regards,
Andrea.