Is it me or does MOTU`s Tech Really....

[Ernest828]

Is it me or does MOTU`s Tech Really....
Suck?!

I have been a MOTU user for about a year and a half now and my experience with their TECH department has been one of complete frustration. I am not looking to start trouble here but I feel we as the users should have our own forum on their website and I know we all deserve a better TECH department for our hard earned cash. I would like to gather as many MOTU users as possible to write our own collective letter with our signatures signed to it demanding the following:

1.) A toll free number

2.) An answering service where we can leave messages and have them call us as oppossed to their current setup where we have to call and hope not tog et a busy signal. (This never happens)

3.) Much more Knowledgebale TECH personel than what they presently have.

Their excuse is always ... "We are going through some growing pains." I am so fed up with this and their lack of respect for their customers. They need to get on the ball and give us what we have become accustomed to from companies such as Sweewater and Mackie... Great products, Great Advice and Great Tech Support (What A Concept!).

Peace,
Ernest

[BradLyons]

Ernest,

MOTU is a very bright company with great products and incredible engineers, but they are also a very small company that is growing so fast it's incredible. Many manufacturers have a hard time fully supporting their customers properly, this is why we have put into place our own Support Center. I think you'll find that with our Technical Support Staff, you will not need to contact MOTU at all. If you are having issues still, please call us at (800) 222-4700 x6400 or fill out the Support Form under Support on our site. We'll get you up and running with whatever problems might be going on.

As for a forum, please visit www.unicornation.com very good online forum. I personally take part there and offer help when I can. Of course, you have your right to be upset too...just be careful what you say here. As long as it is respectful, I won't edit anything ;-)

[Ernest828]

Brad,

Thanks for the web site. However, I still have a problem with MOTU. I honestly do not care how small their company is and the fact that they have very intelligent engineers working for them does not in any way mean they have a "smart" business sense. MOTU is a company that continues to grow financially by producing products that greatly help all in music production, however, if you they can not handle the growing pains, then they should STOP growing. A prime example is Digital Performer 3.0. Instead of working on continuos upgrades, they should dedicate their increasing sales to hiring TECH Support Personnel. They also need to get get a toll free number. There is no reason why a company that has been as successful as them need to inconvenient their growing client base.

One more thing....
I truly admire the "Sweetwater Difference". I know when I call Sweetwater, I will get good advice, good Tech Support and a good price for any product. Sweetwater started out small and they have gone through the growing pains that MOTU contimues to find themselves in now. I`m sick of their excuses. I`m sick of hearing about their "growing pains". I am also dissappointed that a company such as Sweetwater can stand by and excuse MOTU for their unprofessionalism. Lets face it: MOTU and Sweetwater have a great partnership and niether company is going to say or do anything against the other but even Sweetwater reps talk about MOTUs laziness to "get on the ball" with their TECH Support. You may not admit it to me but I`m sure it is a talked about. I am good friends with a writer/reviewer for one of the trade magasines and even this person tells me me how annoying and unprofessional MOTU has been concerning this. I`m tired of talking about this.

Frustrated & Dissappointed,
Ernest

[BradLyons]

Well as I've said....there are reasons why we put our own support channel in for our clients. There, I was politically correct ;-)