Beware of MOTU

Jason Sypher · #1 10-30-2009, 12:47 PM

Here's my story and don't think for a moment that I can't understand some of the reluctance to help me out. On the other hand, I think it stinks and, upon further research, I find that a lot of people have similar problems both with their products and support.

I purchases a MOTU Traveler interface two years ago. It was around the time that we had a newborn. I took it out of the box one day while my wife was walking around the block with the baby (I literally had an hour). I plugged everything in and immediately got a intermittent static in my signal, both plugged in and unplugged. I called tech support and they gave me some quick bonehead answers...turn it off and back on, check the plug etc etc. It went away for a moment and came right back, as I said it was intermittent. I put it back in the box and resumed parenthood. Moved to Europe. About a month ago I decided to take the MOTU out of the box and hook it up for some recording. I had completely forgotten what happened before and, of course, there it was, static. I called tech and they said that I can send it in for $100 and they will look at it. I said, look, I understand it's been two years, that goes beyond warranty but I have already paid $1000 for something that has never worked. Tech said, oh yeah, I see a record of the same problem a few days after you purchased it. Yes, exactly, I said. It has never worked, not once. If you would just look at it you would see that it is brand new, it even smells brand new. It never worked for me, not once. They said, well, give us your visa and we can look at it for $100. I said "look, I understand this is a unique situation, but there is a record of it being defective, and the unit is unused, and, basically, I'm telling you the truth so can't you just take a look at it, I'm sure you sold me something that is defective". No, they won't do that. I said, "what if I come up there with it and talk to them myself, I'm sure once they see the unit in person, and take a look at it they will find that it was defective from the beginning and there is nothing that I have done to create this problem, if that doesn't bear out then I'll pay to have it fixed". Nope, it's a closed company, there is no one to talk to. You can write the president (snail mail). I understand the deal, but a good company would at least look at it and see what's up without wanting more money.... When I started looking on the web I found a lot of unsatisfied customers who basically agree with this quote:

"Yep, they have among the worst customer service in the entire audio industry."

Jason Sypher · #2 10-31-2009, 10:58 AM

So I've been getting it pretty good in another forum. I want to say that yes, it is my fault, I dropped the ball and screwed up by not sending the thing back pronto. What I was hoping for was a more nuanced "let us work with you" kind of response and that's not what I got. I got a policy thrown at me. Fair enough, it's their company. But I want others to take note and don't mess around when it comes to MOTU, they ain't gonna crane their necks to see it your way.

**Chris Fitzgerald** · #3 10-31-2009, 11:40 AM

Ah, so you posted at Unicornation, eh?

I haven't had any experiences like yours, but I can say that their CS is way behind that of Acoustic Image.

hdiddy · #4 10-31-2009, 03:25 PM

I would say that any non-DB targeted company will be that way. MOTU caters to the general musician populace and prob more concerned with profits than happy customers - same goes for most manufacturers that you find on MusiciansFriend.com or at Guitar Center.

Jason Sypher · #5 11-01-2009, 10:49 AM

Well, it's common knowledge that a lifetime customer is worth his/her weight in gold. A simple, human, "go that little extra bit" to make me feel like they gave a crap about what I was saying, could have changed everything. Now instead of raving on this forum and others about what a great company MOTU is, I'll never buy anything from them again and suggest that others be very wary.

Mark Perna · #6 11-01-2009, 04:57 PM

I've alway been a Pro Tools guy myself but there are certain features of the MOTU systems that have always been attractive such as the ability to process a mix out of real time. Processing a mix in Pro Tools has to be done in real time which can be a real drag with a long tune as it is just wasted time. There have been times when I've thought about pulling the trigger on a MOTU system just for that feature but resisted or procrastinated until the urge went away. Now I'm glad I did. There is no excuse for bad service in the internet age. You want to keep your customers or gain new ones, bad customer reviews will come back to haunt you. Google is pretty much forever.

Open note to MOTU: bad service can go viral on you. You've just lost 2 customers with one bad service story. Who knows how many others will google "MOTU service" and find this discussion and use it as a rationale to go with Pro Tools instead?

mark

basmartin · #7 11-01-2009, 06:01 PM

The intermittent static nosie, if it occurs when nothing is connected to the inputs of the unit, it´s probably something wrong with it, as you suspect. I get some static nosie when the Traveler is power by ungrounded electricity, but only with instruments like electric basses and guitars, not with microphones.

Anyway, I only have good experience with Motu´s tech support. I put the firewire cable in upside down on my Traveler which messed up the whole unit and it wasn´t repairable. I sent it to Motu and they gave me a brand new Traveler and it cost me like € 150.

hdiddy · #8 11-01-2009, 08:06 PM

Quote:

Originally Posted by Jason Sypher

Well, it's common knowledge that a lifetime customer is worth his/her weight in gold. A simple, human, "go that little extra bit" to make me feel like they gave a crap about what I was saying, could have changed everything. Now instead of raving on this forum and others about what a great company MOTU is, I'll never buy anything from them again and suggest that others be very wary.

Common sense is anything but.

Marcus Johnson · #9 11-01-2009, 10:05 PM

Sometimes I'm happy to be a luddite. To me, a "motu" is a little tiny islet in Tahiti, populated mostly by gorgeous women of French-Polynesian lineage, dressed only in microscopic bikini bottoms.

But thanks for the warning. I'll be careful

Jake deVilliers · #10 11-01-2009, 11:49 PM

Quote:

Originally Posted by Marcus Johnson

Sometimes I'm happy to be a luddite. To me, a "motu" is a little tiny islet in Tahiti, populated mostly by gorgeous women of French-Polynesian lineage, dressed only in microscopic bikini bottoms.

That's their Customer Service Department!

Jason Sypher · #11 11-08-2009, 10:29 AM

I ended up spending the $100 and sending the unit in. Within a few days I had a new boxed unit on my doorstep. In a way, it's an admission that I was right and the unit was faulty but hey, at least they sent me a new one.

bassbuddie · #12 11-08-2009, 12:22 PM

I use to have a FireWire problem with my motu 828. The guy at the store told me that, instead of offering a warranty, you can send back your unit for a 100$ and they will send you a brand new. That's what happened. It's cool after 3 years, but after 3 months, it's not funny.