MOTU Freaking Rules!

[RAK]

RAK... I actually had MOTU at one point want me to ship them my whole tower, at my expense, to see what was wrong. I was going to have to pay shipping both ways and they told me I should have it back in 8 to 12 weeks. To me, this is ludicrous, and I was appaled that they even considered pushing that as an option.

Yeah, that sounds pretty rediculous. Did you end up finding the problem and fixing it?
In general I've not really had tech support problems with most companies I've dealt with, but maybe I don't have as much experience with them as others have.

I have friends that work for both Steinberg Tech Support, and Zzounds, and I know what kind of people and issues they have to deal with on a daily basis. Not that that excuses being incompetent or rude on their end, it is their job to be patient and intelligent, but they deal with their own share of incompetent and rude customers.

 

[dgatwood]

Yeah, that sounds pretty rediculous. Did you end up finding the problem and fixing it?

Well, the time quoted is pretty absurd, but you have to give them some credit---they basically offered to debug your hardware/OS for you. Most companies wouldn't even make the offer....

 

[xstatic]

I do not see this as a "debugging". My stuff did not need a debugging. The reality is that MOTU needed better hardware compliance. For them to assume that I was willing to live without my DAW for up to 4 months, at my expense no less is absurd in my opinion. I am shocked that they even reccomended it. This was at a time when these problems were creeping up with MOTU and they were aware of that. They new there were conflicts developing in their drivers. THEY should do the R&D with stuff THEY buy, not mine while I am ass out the whole time.

I really was upset by the whole thing. I liked my MOTU hardware (2408mk2). At the time, it was an excellent and unique piece. When I switched motherboards I stayed with the same brand, chipset manufacturer, processor brand etc... They could not help me in the least and not only that, but I got one hell of a run around just to find that out. That is just unacceptable in my opinion. The bottom line though is that it forced me to explore other options which in the long run worked out far better for me. Now I am a long time RME user.