I’ve been trying to contact them with questions but never get a response. I understand Ashville got hit by hurricane Helene, but Moog is a multi-billion dollar corporation, now owned but an even larger one. How is there no one to respond to our tech questions? And what are we supposed to do??? this is insane
I’m waiting for nearly 6 weeks now. Thats really sad.
To be honest, if I was the support department lead I would be embarrassed by the way everything has been handled. I had 1 ticket deleted, and made 2 more, have to email sales and send a facebook message to the company to get a reply.
InMusic has a massive multinational support network and 100% could have stepped in to help, offer agents, trained them on troubleshooting Moog issues, and maybe even used it to expand the support network for Moog in the long run.
Instead, they left the local Ashville support agents to the wolves, and let their ticketing system get so overloaded they just had to close tickets without support or reply just to keep their heads above water.
And then from a customer standpoint, closing tickets without reply or support is super disrespectful. That’s the digital equivalent of pushing someone out the door when they come in asking for support, just because you already got their money and you’re too busy with new customers.
This synth costs a tremendous amount of money, and Moog, like it or not is a luxury brand so their customers deserve better.
I think they will find that most people are patient and willing to work with you, but that patience erodes quickly if they are ignored or disrespected. I’ve done a LOT of customer service and customer service training in my life before switching to Film sound for my career and I’ve never seen or heard of anything like this before. No ability to call in and deleting/closing tickets without actually proving support when that effort deleting/closing tickets could have been spent helping customers.
I would rate this customer relation situation as a complete catastrophe.
Nope. No answer on my ticket. Waited for over a month.
Extremely unprofessional.
I sympathize with the weather issues, but inmusic owns this company. Get some more people in their freshdesk support system…
This is concerning, my Sub 37 has bricked up again, at least the 6th time this thing has gone faulty, the quality control on these synth must have been abysmal, if their customer service is as bad then perhaps Moog is a company that needs to be avoided like the plague.
Does anyone have direct contact emails? I got a few from an old post on here from years back.
taylor@moogmusic.com
adam@moogmusic.com
harrison@moogmusic.com
noah@moogmusic.com
Anyone know are these individuals still with the company?
Its frustrating because, if I have an issue with my unit, and it’s not something that can be fixed with a firmware update, theres basically no way to find out, because I can’t get a response.
I just submitted a ticket with the same question that I submitted 10 days (which is suddenly missing from my tickets, even though I have the email receipt to prove I sent it), and the moment I submit it, it says “this ticket has been closed.” Wtf is going on here???
Just tried submitting the same ticket and got the same result. So frustrating and confusing.
So Moog is going to commit business suicide by not responding to the ones who pay their bills?
IF I’m deciding which company to invest in and I’m reading this forum I’m going with Arturia or someone else.
Yamaha at least would have 1 or 2 reps to chime in and calm the waters and offer a response, solution or resolution.
We don’t even know if Moog is working on an update, reading our comments or anything at all.
Silence or avoidance isn’t a smart idea because of social media, it will end a company overnight.
Once Moog loyalist and the fan boys start losing confidence they are in some serious trouble.
It literally takes no time and costs nothing to assign a rep to this forum to check-in for an hour a day and type responses to bolster consumer confidence.
I suppose when they dropped their price to compete with the BolyBrute12 they hit the bottom line and can’t afford to operate as normal. They sell a lot of other gear but the Muse is very specific unit I suppose is only addressed by a small group.
Someone who has the “ONE” did Moog also abandon customer service and fixes for that model? I haven’t investigated that side of the forum to find out. I know the hurricane screwed them up but even that doesn’t prevent a remote rep from typing replies on this forum and explaining the situation. It’s essentially a cost free service.
Even if they can’t explain everything it would make the statement “we care about our products and customers” enough to insert ourselves into the conversations. I own the Muse so I am an investor.
I read about the time it’s taking to receive answers which exceeds the return period of the instrument. So considering that alone could be suspected as a company scam because if you’re optimistic meaning you place your trust in them to eventually fix the issues but you are wrong then, you are stuck with their item. OR you decide to go ahead and return it without ever getting an answer still it’s costing you shipping fees anyway. This was me as I decided to trust in them and keep it.
I don’t make a living using their gear so although it’s still the principle of the thing (including a truck load of cash)but if you do that’s a monster black eye for the company.
This is all crushing to hear. I haven’t been this stoked about a product in a long time and sold a bunch of stuff to get close to her. Now that I am close to a trigger pull I am reading these persistent issues. So much potential in the work already completed on this machine, crazy to think they are not working hard to get it straight (and hopefully they are of course). Agreed that a little communication from the good folks at Moog would go a long way here. Long time lover of the company and I hope to see more great stuff from the mighty name:)
This happened to me too, i just kept reopening the tickets, making more tickets, messaging the facebook account, and emailing sales until I got a reply. This is an inexcusable way to treat customers that drop several g’s for an instrument that should work as advertised.
My synth had a dead usb port so I got mine exchanged eventually through some very annoying persistence, but the bulk of the issues I was experiencing i’m learning are software. The buggy delay, hung/dropped notes, clipping during cpu overload, tuning I think I’ve figured out, and key tracking on the filter resonance is still very off. What I thought was vca bleed is actually the feedback of the delay never fully turning off (power cycle fixes it). Hopefully these get fixed with updates.
And the worst part is you can’t even really troubleshoot with anyone. The synth is modular so they could have shipped me a replacement board if they hadn’t deleted my first ticket, closed my second and third, basically pushing me to the point where I just wanted the whole thing replaced. This is probably one of the worst systems for customer service I’ve seen in my life, and I’ve done tech support for Comcast.
Closing tickets without contact or confirmation just to save your service level metrics is a horrific injustice to the customers and is indicative of inmusic’s influence. I’m sad to see that so many other people are going through what I went through. But all of this could have been avoided if they didn’t rush out a product with beta software.
They also provide this forum I assume so they know bad news would spread like a wild fire so that’s like providing a platform to discourage the sale of their own products. How does that make any sense? Shooting themselves in their own feet. 
Even worse, when they do eventually get back to someone (I had to message on several different avenues and create multiple tickets to get a response) they send people to the forum, hoping that this community will resolve their problems for them, even though none of the issues I’ve experienced have been resolved here. The only thing that has happened is this forum has been confirmation of how bad their ticketing and customer support system is.
You’re in a real bad spot as a company with a product when people spend more time reading about or posting about issues than actually using the product they bought to make music.
I have been waiting since September 29. I have made three tickets, all have been closed without notifying me so I don’t know how long it takes for them to close them. It’s a fucking slap in the face, especially when my brand new spectravox has a significant noise bleed issue.
The kicker is that I believe moog advises that if you are seeking warranty claims you should discontinue using the product until it can be returned or repaired, so I have dilligently been keeping this 450 dollar paperweight on a shelf for three months.
The way things are going, I’m probably going to be pushed out beyond the warranty period and then told to pound sand or something.
It’s an expensive lesson to learn, and unfortunate that it’s my first experience with them. Korg and 1010 music have been exponentially better in terms of quality and service levels.
Edit: I like how my reference to gratuitous fornication was replaced with the word ‘bleeping’, lol. Come on guys, let me swear, give me that, at least.
Imagine it being a $5000 dollar lesson :X (I should say though the only persistent issue I have now is a bug with the delay, and I’m fairly certain they are all off work for holidays until the new year)
But my experience with the issues has certainly put a sour taste in my mouth. They are approaching BMW levels of bad reliability/quality control mixed with anti consumer customer service policy.
If it didn’t sound so damned good I would have returned it ages ago. But for a while it was not even functional as an instrument as it would not play in tune or on time, which is like the most basic fundamental thing any instrument should have to do to be considered functional, and it should be criminal to ship them unless they are so.