Sincere Letter to Moog

The Moog Forum
1

This was my response to an AI generated reply , after waiting 8 days for a response to my support ticket concerning my MUSE.

Please read with a respectful, well intended tone:

I am shocked.

Not just for myself , but for the great many people who are struggling to get these issues resolved with what apparently is nothing more than an AI generated, generic , automated email response front for a company that used to have so much respect for their reputation.

You are losing customers! I , for one , am saddened by it.

3 or 4 years ago , I bought Moog’s Subsequent 37, purely based on the number of peers who spoke so highly of it , as well as the very highly regarded resources reputed at Moog.

At this point, it’s glaringly obvious whoever owns Moog has opted to drastically cut the budget on customer support.

With a legendary name like Moog , you have the WORLD’S attention.

I won’t begin to describe or count the huge number of smart , talented, caring people who you could tap to heal this gaping wound. It’s almost heartbreaking to see how many people, like me , who spent hard earned money on their Moog Instruments ( namely Muse , but i won’t presume that’s the only issue ) , and the growing loud voices who are having these same issues.

There will always be hateful , malcontent people who will never be happy, but when i see these docile , productive, “glass half full “ types trying their best to voice their issues about these things , it’s painful to watch.

I was able to find one of these latter types, who helped me through a full auto tune / calibration, and the specific steps to help make my tuning issue better.

Do better. Hire people …hire people…not just smart people, but people who LOVE this stuff. Passionate. They are out there !

This isn’t a lemonade stand !

It’s MOOG !

I would be ecstatic to work for Moog, and a team of productive types. I’m just one of thousands !

Someone in upper management needs to go watch Field of Dreams.

“If you build it , they will come “.

Moog = Analog = REAL things you can feel , hear , touch .

The difference between standing on the beaches of Hawaii, and staring at a $3 postcard of it.

Sincerely :guitar::musical_keyboard::grin:

John Scalia

St. Paul MN

2 Likes
2

Back in the day Moog had pretty good tech support from Perry, Amos and others. Now they don’t seem to have anyone.

One problem is Moog now buys in “talent” like the venerable Rich Hawker to do the tech stuff. They don’t then consult with the talent for tech support. That’s why if you get tech support they may not know the answer, and may have no-one to ask.

Not that I’ve had any response from them for years now!

I have a Subharmonicon bug list which got as far as Amos, but somehow went no further. ( I’m well aware that what I see as a bug may be “behaviour”, but I’ve a long history of useful bug reports that resulted in fixes).

At least this AI experience shows the new owners of Moog making some kind of effort.

3

Not the only issues. Moog is dead. Buy something else.

4

A lot of key people - Cyril, Amos, others - had left Moog before InMusic was in the picture.

The Muse is an interesting but unfinished product. I was messing with one in a store, and could easily tell there were features not yet developed. Features that would appeal to me. That was 18 months ago and there hasn’t been a new firmware since then. With Amos no longer there I don’t know if Moog has a firmware developer on their staff or if InMusic is performing that role. Makes me reluctant to acquire unfinished Moog products.

5

They obviously don’t.

I spoke with some experienced (german) developers (hard- and software) who worked for Bob and offered him and others their help for some improvements. Improvements for some waveshaper faults, improvements for mod wheel behavior, improvements for operating systems / firmware. Moog always rejected those offers, although the developers proved the improvement effects. Moog does what they want to do, and they don’t look to the left or to the right.

When I read about the firmware issues, especially the MIDI stuff, I asked myself what can be that difficult. It is such a simple protocol!

One of the former developers asked me to create a MIDI processor for him to be included in an existing MIDI setup. This was my chance to look under the skirt of the MIDI magic and to check out how difficult it is to read, manipulate and interprete / execute MIDI streams and commands.

My opinion: It is not difficult. Here is the result, not intended as advertisement, but as an example for “don’t be afraid, just do it”

His request:

  • No generic MIDI processor which has to be configured
  • Built as module for a modular setup
  • To be integratable in any MIDI chain
  • Plug in and use
  • 5 different programs how MIDI chords should be serialized:
    – Down-Up
    – Down
    – Random
    – Up
    – Up-Down
  • Remote control / external trigger
  • Transparent passing of MIDI sequences when not activated by remote control

Specs I added because I consider them as useful:

  • Adjustable processing and repetition speed (CLOCK)
    – Manually with a pot
    – Per CV
    – Per external clock input
  • Speed / clock created by the module or provided externally is provided at a clock output for synchronization purposes of other modules
  • Monophonic MIDI streams are processed with a ratcheting effect, only chords are processed with Arpeggio
  • Ratcheting repetition rate is determined by program selecten (2-6)

First demo video: A polyphonic keyboard is used with a monophonic modular setup:

So @Moog, here is a management consultancy for free: Please, your customers have requests, jump into your pants and find a solution!

6

Hi John,

I totally agree with your sentiments, likewise things need to change with Moog if they want to maintain a loyal customer base.

Having a number of different keyboard manufacturers instruments myself there existing and new players in the market all viving for our business.

The Muse has a unique sound in my opinion but support like the development of a librarian /editor or a Hybrid /VST would greatly expand the experience in my opinion. In two recent cases where I have purchased two new synths I have had email follow ups and loads of sure questions and service are being provided to support me. Moog please note, videos are all well and fine but sometimes a little more engagement too maybe necessary. Nonetheless I have seen similar comments being made by other Moog forum members fall on deaf ears

Additionally the Moog service team do need additional support and more client interaction through platforms like Teams or Zoom which I believe they cannot use to give us the necessary service backup as there is a great reliance from things like the Moog Forum to name but one.

Lets hope Moog sees the market potential for its existing and future client base and provides more support to us all.

Kind Regards

Graham Millar