Have the fine folks at Moog stopped replying to email support questions? I have 2 questions into them from June 29 and July 5 without response. I updated both on July 20. Do I need to send them a box of bonbons or something?
Maybe they are prioritizing those that have perhaps more pressing concerns, like a defective product ? I don’t know. I’m just guessing.
I also sent a (admittedly minor) question quite a while ago. I don’t think I will ever get an answer. Maybe redesign, so customers don’t think they can expect answers to anything.
I had an email exchange back on June 6 - 8. They resolved my issue and I was happy with the process. It took a few days from when I sent in the question to when they first got back to me.
Have you checked your spam folders?
Yes. No moog messages. I broke down and called them on the phone and they answered my question. Ha!
I once had a support query answered a year later, i’d forgot all about it and then got a reply. Made me laugh 
…yeah, I’m getting no response either.
Send Moog to China, it appears the legacy is dead anyhow
Hi all at Moog, felLow forum users.
I have recently registered my Moog Sub Phatty and have tried contacting Moog, but not had a direct email reply.
Dose anyone know if there is a problem with the Moog server?
Please could you help?
Regards,
Hi Diode, the first part of your post sounds like it might be relevant to the topic of this thread. But you might be better off editing/removing the second part of your post and placing it in its own thread to get better help.
Hi Sculptair,
Thanks for your reply and advice.
I have started a new thread.
Regards,
Diode.
I had this come up recently in regards to needing repair on my sub phatty (the common issue of LFO selector and octave selector switches dying).
I also called and left a message. If anyone has any advice on how to best get in contact with them, much appreciated!
I have an issue with my little phatty. I have tried contacting moog tech support, and go no reply in about three weeks. I have also tried the moog forum, but was just told to contact moog support, so I thought I would see if anyone here has any bright ideas.
If you are unable to contact them, or your local service center (I would suggest a phone call either way), please search in the forum to see if the same problem has been discussed before, else the best bet is to open a new thread explaining your case
While we do like bonbons, the interactions we have with our users are more than enough payment. If you ever have difficulty reaching us via email, please try reaching out via the chat on our website or our phone line. We take our customer experience very seriously and do our best to get back to everyone whether they have a problem or a question. Please contact us directly, we are more than happy to help.
Adam Pryor
Adam@moogmusic.com
(828) 251-0090 Ext. 246
Harrison Street
harrison@moogmusic.com
(828) 251-0090 Ext. 221
Zac Fischman
zfischman@moogmusic.com
(828) 251-0090 Ext. 204
Jared Hooker
jared@moogmusic.com
(828) 251-0090 Ext. 236
Thank you,
Then why do you ignore us?
Why do you just lock this post without any comment?
https://forum.moogmusic.com/viewtopic.php?f=1&t=31992
And why do you let it come so far at all, if you take our problems seriously?
In any case it is a painstaking communication to wait some weeks for an answer or sometimes just none. And aborted communication from you side did not only happen in the described case in the thread above for the first time. I understand that you are a small team, but you have to understand that this does not feel like being respected or getting honest attention since the interaction with us is more than enough payment. Quite the opposite actually.
I think that the moderators of this forum locked that thread because it was getting filled more and more with personal insults and was going off the tracks.
Your last reply here is also tainted with the much of the same. If you have an anger management issue, might I suggest that you consult and get the help you deserve ? And I hope for their sake that the health care professionals not ignore you… 
Just joking. I know it can’t be frustrating trying to get things resolved but, having had bad experiences myself with customer support from other companies, I can only advise you to be very very patient, courteous, understanding, as precise as possible, be ready to repeat and explain your issues over and over again, until either you get satisfaction or you decide to give up.
I can share this with you, to demonstrate that you’re not alone. On one of my brand new polyphonic synth from another manufacturer, there was a big problem of digital encoders not always registering and jumping values when turning them. After many weeks of back and forth communications, they decided to send me two new front panel boards to replace the “defective ones” in my synth. Which I did myself (I’m technically qualified). Only to discover that the new boards suffered from the same problem… Arrrgh ! After many more weeks of frustration, it turned out to be a big flaw in the operating system code (yes, a stupid software BUG), which was corrected completely with a new firmware update. The whole frustrating thing lasted a few months !
That other company in question is also a small team much like Moog Music. And yes, some weeks had went by without any replies from them also on occasion (the support team member assigned to my case had been sick).
These companies are not huge, multimillion dollar enterprises with quasi-unlimited resources like Yamaha, or Roland.
I sincerely wish you luck and sympathise with you.
Alain.
Thanks for your supporting words.
Anger management or not, I wanted to give some feedback about it somewhere, since there was no other chance to get any reaction by mail or more readers than the one ignoring me.
I numbered my up to 3 questions and still got only one answered, got twice the same firmware version and only just one version instead of some to test and so on. At the end it is a bug that can’t be fixed atm, not even by going back to a different firmware version, so I have to wait for an update. My unanswered and very obvious question at the and was if they can notify me when a new version with the fix is released.
So I accept my pitchbend wheel not working for an uncertain time. To me it is an important and basic feature of a Moog synth.
Other supports give you free sound or preset packs, stickers - but at the very least an answer with empathizing words. I don’t have any synths from big companies as you mentioned. The supports I consult are all small, but passionate. Kind words and answers within a few days - maybe occasionally one week - are absolutely common.
No answer at all never happened besides when communicating with Moog support. And unfortunately it did not happen for the first time either.
And that is exactly the reason why I am complaining about it.
A pitch bend wheel that can precisely give you a given pitch when fully up, or down, is something that hasn’t always existed.
Back in the days of fully analog machines, like my vintage Minimoog D, the pitch range of that wheel is not adjustable and varies a little, from one Minimoog to the next. And since it’s an analog machine, depending on a few factors like temperature, oxydation, dust, vibration, the resulting pitch cannot be absolutely guaranteed when at both extremities of the wheel range. Moreover, on the Mini, the center notch is not equipped with a “dead zone” where nothing happens to the pitch in order to return the instrument to the right pitch when brought back to the center position. All of this requires a mastering of the manipulation of that extremely sensitive and temperamental pitch bend wheel. To top it all off, it’s not even spring-loaded ! It took me about a year to master it.
So you see, your complaint about a pitch bend wheel not giving you exactly what you want makes me grin a little. It’s like a guitar player complaining that the whammy bar doesn’t always give 2 semitones up or down on his Fender Strat… 
Although I understand, and agree with you, that it should work as advertised.
You might not have read the thread, but It took me over a month and 3 devices until this issue got acknowledged as a bug by the support.
The developers knew about it before, but support did not even dare to ask them about it for many e-Mails (that equals to 5-6 weeks in Moog support time).
Until then me and the retailer didn’t know, if my device itself is faulty and needs to be replaced or if it is a bug.
They also did not laugh after delivering the third unit to see at the end, it’s just a bug.
So no offense, but you can always grin on problems you don’t have and don’t fully understand - that does not require any social skills.
Although I understand, and agree with you, that it should work as advertised.
Thank you…
… but it’s not even the bug itself I am complaining about, but the handling of customers having a valid issue with the product:
No answer at all never happened besides when communicating with Moog support. And unfortunately it did not happen for the first time either.
And that is exactly the reason why I am complaining about it.
Really? You call support ignorant in the title, many people pointed this out to you, and yet you still wonder where the good will goes? I would have deleted the whole thing this thread included. It’s inappropriate, and serves no positive purpose for the community.