Ableton Forum

i have tried calling them maybe 100 times and they have never answered the phone, i have emailed without a response. people should know this when buying motu products. VERY poor customer service. has anyone else had a similar experience?

i had no luck when i tried to get in touch with them regarding fixing a chipped knob. i can live with it chipped, so i gave up. let me know if you find the secret way to make contact.

It takes a while sometimes. I emphasize with the hassle, frustration and inconvenience.
They are good chaps when there are no communication snafu's (does not excuse the behavior)
http://www.motunation.com/forum/index.php has helped me out on a few occasions.

actually I've had the best response ever from MOTU, lost an ilok one time and got it replaced for $40(much better than $300 for the instrument again), was traveling around and had a comp crash, my installer cd was 3 states away and I needed DP, they mailed me a new disc at no charge to the city I was in, took 2 days to arrive.

I love motu more than any other company for these reasons, what is it that you need, hardware or software issue?

edit: getting through on their phones is a nightmare though, I do hate that they have no answering machine.

I had a bad experience getting my dead Ultralite replaced. They took WEEKS to respond to the tech support ticket on their web system and I spent all day calling over and over before I finally got through to a human.

Once I did though, the guy was very helpful.

I had a support ticket answered about 2 months after I submitted it regarding Bootcamp. It was a one liner as well saying they didn't support Bootcamp and I was out of luck.

If I can't get through I call sales, and 90% of the time the guy who answers can solve the issue, or get me to tech support. I used to do the same thing to NI, but in the states the phone support is OK now.

Machinesworking wrote:If I can't get through I call sales, and 90% of the time the guy who answers can solve the issue, or get me to tech support. I used to do the same thing to NI, but in the states the phone support is OK now.

I actually tried that. Both sales, and the front receptionist in their building just transfered me to the same tech support line with a constant busy signal.

I contacted them by phone, tried three or four times, yes busy, but once it was answered it was easy to get my return set up. Once it was set up it went very smoothly. I recall that I was more likely to get an answer around 11am eastern US time.

I own the previous version of the Ultralite. I've created two technical notes or whatever they're called on their web support page - an average of less than one issue per year. Both times I got replies within a couple of days with quick follow-ups and in both cases my issues were resolved.

I found the support to be fine and, based on my experience, would definitely buy MOTU products again.

This is not much of an excuse but this company is really small. They have something like 20 people working tech support....world wide. Anyway, When you do get them they are really amazing. Unfortunately they dropped the ball on DP6 and I was a DP worshipper for the longest. Oh well Motu's loss, Ableton's gain.

i had an issue with my 2408 mkiii a while back

the only way was through their web site and patients
it took about 2 weeks for them to contact me then another week for them to tell me to send it in for repair or replace which is a flat $100usd

it took about 1 month from initiation to having my break out box fixed and working.

http://www.motu.com/techsupport

aizo wrote:This is not much of an excuse but this company is really small. They have something like 20 people working tech support....world wide. Anyway, When you do get them they are really amazing. Unfortunately they dropped the ball on DP6 and I was a DP worshipper for the longest. Oh well Motu's loss, Ableton's gain.

Apologize for the Thread Jack:

what didnt you like about DP6?, I have been in love with this version since I got it at the beginning.

the most stable my system has been in years and the feature set in 6 is awesome, comp tool etc...

what burned you about it?

mike_o wrote:

aizo wrote:This is not much of an excuse but this company is really small. They have something like 20 people working tech support....world wide. Anyway, When you do get them they are really amazing. Unfortunately they dropped the ball on DP6 and I was a DP worshipper for the longest. Oh well Motu's loss, Ableton's gain.

Apologize for the Thread Jack:

what didnt you like about DP6?, I have been in love with this version since I got it at the beginning.

the most stable my system has been in years and the feature set in 6 is awesome, comp tool etc...

what burned you about it?

bumping this because I'm seriously debating whether to upgrade DP or Logic... though Unicornation has some pretty rough reviews of DP6's stability.

Machinesworking wrote:

mike_o wrote:

aizo wrote:This is not much of an excuse but this company is really small. They have something like 20 people working tech support....world wide. Anyway, When you do get them they are really amazing. Unfortunately they dropped the ball on DP6 and I was a DP worshipper for the longest. Oh well Motu's loss, Ableton's gain.

Apologize for the Thread Jack:

what didnt you like about DP6?, I have been in love with this version since I got it at the beginning.

the most stable my system has been in years and the feature set in 6 is awesome, comp tool etc...

what burned you about it?

bumping this because I'm seriously debating whether to upgrade DP or Logic... though Unicornation has some pretty rough reviews of DP6's stability.

I understand exactly where you're coming from, I've been a dedicated corny for a few years now and here's what I've gathered about DP6 from all involved.

some guys hated the GUI change so much they are still using 5.13 after they have purchased the V6 update, look at some screen shots and check it over, I love the new look completely, my taste only though, some guys say they just cant look at it for more than an hour.

as far as stability goes I have noticed that the guys with the most problems tend to be using east west play library or spectrasonics stuff, some of the more high end scoring plugins/library's.

I have personally had better stability and performance from 6 than I did in 5, I probably crash once a month or less, actually a lot less, live crashes more often for me even though I use it less, a lot less.

in DP6 I am using the following 3rd party stuff and loving it.

sylenth 1
Dimension LE
Rapture
Disco DSP Discovery Mac
Komplete 5 -
(Absynth)
(Massive)
(FM8)
(B42)
(Akoustik Piano)
(Elektrik Piano)
(Guitar Rig 3)
(Kontakt)
(Pro - 53)
(Reaktor 5) are all running perfectly.
(battery 3) crashes if I do to much pitch modulation too quickly, like 3 or 4 layers of pitch modulation at once will crash it while adjusting the pitch/tune controls, but I believe that to be battery and not DP6.

Mach 5 V2
MX4 V2
Alpha
Automat
Automat1
everything from TAL (Togu Audio Line Freewares)


so far DP 6 is my dream system.

all the guys who are working fine aren't posting complaints, you know.