Manley & Mercenary service by contrast to larger corporati..

Archived from groups: rec.audio.pro (More info?)

"Chad Clark" wrote

> My studio recently had a power supply go south on us for our Manley
> 16x2 mixer, which we love.
>
> It was replaced immediately by Manley at no cost. They also covered
> shipping back to us. They also gave the thing a "going over" and it
> seems to sound better than it did when it left here.
>
> By contrast, we use MOTU DP4 and recently had trouble loading our
> Waves Platinum plug-ins into the new update. Customer service has
> been nearly non-existent. Slow and unhelpful. We asked them for a
> phone call to sort out the issues we're having. They asked for our
> phone number and then... nothing. Meanwhile, paying sessions go by
> and we don't have our full complement of plug-ins. We are long-time
> Waves users. I'm continually appalled by this kind of corporate
> misconduct.
>
> For a while, they did not provide a tech support phone number on their
> website (this has recently been rectified).
>
Hi Chad,
unfortunately, your experience of MOTU "customer support" is pretty
consistent with everybody else's... I run a MIDI Express XT (parallel
connection to the PC), the "updated" drivers now on their site don't work in
my PC (the old ones did!), any queries are met with "well, it is old
hardware, why don't you replace it?" - Hmmm, I know manufacturers need to
sell equipment to keep open, but dropping support on old kit ain't the way
to get repeat sales!
In contrast, I've got far better support from the user community for my
old Gadget Labs audio interface, despite the company going broke a few years
ago - I guess it shows that motivation works more than money, some times?

Dave H.
(The engineer formerly known as Homeless)