Moog Support? Does it exist?

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gertie
Posts: 20
Joined: Thu Sep 03, 2015 3:24 am

Moog Support? Does it exist?

Post by gertie » Mon Mar 14, 2016 1:05 pm

Anyone care to share experiences with Moog Support?

12 days ago I logged a ticket

got an automated mail

If your need is urgent, please call us at either 828-251-0090 or toll free in the USA at 800-948-1990. If it is not urgent, you can expect a response from someone at Moog within 2-3 business days.

since then NOTHING

no replies to my mails asking for a reply

really disappointing to be honest

Why set expections incorrectly if you cannot honour the commitment in the automated mail you send?

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HookedOnSonics
Posts: 240
Joined: Tue Apr 21, 2015 2:30 pm

Re: Moog Support? Does it exist?

Post by HookedOnSonics » Mon Mar 14, 2016 1:37 pm

We can't speak highly enough about the folks at Moog. Had an issue with a Voyager XL and Andy Hughes was all over it. Issue was resolved within a week. Took a little while for first initial response, but once made support was complete home run and we could not be happier, folks in Ashville are INCREDIBLE. Between building the Mothers and prepping for Moogfest, they are probably swamped, but they will get back for sure..

What issue did you run into with the equipment, care to share?
Moog One - A Synth War Story, Synth Wars - The Rise of the Korg Apr2600, Model D, Vintage 2016, Voyager of Sinbad XL, Theremin+, FoogerFamilyOfSix, 3MothersLikeNoOthers, Kronos II - InstantKarma'sGonnaGetYou, Hooked a Full Size KARP, Naboo Royal MiniTaur, White H9s, Criklon, ElektronRytmAvenueMKII

gertie
Posts: 20
Joined: Thu Sep 03, 2015 3:24 am

Re: Moog Support? Does it exist?

Post by gertie » Mon Mar 14, 2016 1:48 pm

same issue as here

http://forum.moogmusic.com/viewtopic.php?f=7&t=24582

i dont mind support being busy and overrun with work
but then why send mails saying youll get a reply in 2-3 workdays? setting expectations incorrectly
why ignore my mails thereafter- only adds to the frustration set by incorrect expectation setting


all that was needed was..sorry we're overrun, youll hear from us as soon as possible

ive got plenty of moog gear so its pretty disappointing to be honest
seems like all the focus is on sub37 to detriment of sub phatty,minitaur etc

gertie
Posts: 20
Joined: Thu Sep 03, 2015 3:24 am

Re: Moog Support? Does it exist?

Post by gertie » Mon Mar 14, 2016 1:53 pm

so it does seem they have an issue replying within 2-3 workdays
as you say....took a little while for first initial reposnse

maybe they need to change their automated email repsonse cos it only sets expectations incorrectly
HookedOnSonics wrote:We can't speak highly enough about the folks at Moog. Had an issue with a Voyager XL and Andy Hughes was all over it. Issue was resolved within a week. Took a little while for first initial response, but once made support was complete home run and we could not be happier, folks in Ashville are INCREDIBLE. Between building the Mothers and prepping for Moogfest, they are probably swamped, but they will get back for sure..

What issue did you run into with the equipment, care to share?

wordsdrawnigh
Posts: 48
Joined: Mon Oct 14, 2013 6:13 pm

Re: Moog Support? Does it exist?

Post by wordsdrawnigh » Mon Mar 14, 2016 2:05 pm

Moog support is excellent! I can't guarantee that others will have exactly the same experience, but I had a problem with my MF-104M (LFO was slightly active even when Amount knob was at 0), out of warranty. I created an RMA and sent it into Moog. They let me know that it apparently only needed a "factory reset," that it was working fine, and sent it back to me. However, when I received it, the initial problem was replaced with other problems which made it completely unusable. I sent it back, but was called and told that it was working fine at the factory. They re-tested it a few days later and then sent it back, but I was still having the same issues. I made a video to document them, and Moog support had me send it to them for the third time, and replaced the circuit board. I received it again, with a complementary t-shirt, and all was well. I was also informed that a Super Delay circuit board was "accidentally" installed instead of the regular 104M. During all of this, the only cost I incurred was the initial shipping charge.

I love Moog.

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HookedOnSonics
Posts: 240
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Re: Moog Support? Does it exist?

Post by HookedOnSonics » Mon Mar 14, 2016 2:15 pm

It's still early for them on the east coast, i would call them and get redirected to support.
Moog One - A Synth War Story, Synth Wars - The Rise of the Korg Apr2600, Model D, Vintage 2016, Voyager of Sinbad XL, Theremin+, FoogerFamilyOfSix, 3MothersLikeNoOthers, Kronos II - InstantKarma'sGonnaGetYou, Hooked a Full Size KARP, Naboo Royal MiniTaur, White H9s, Criklon, ElektronRytmAvenueMKII

jsharpphoto
Posts: 443
Joined: Sun Jul 05, 2015 4:18 pm

Re: Moog Support? Does it exist?

Post by jsharpphoto » Mon Mar 14, 2016 2:39 pm

Something MUST be wrong with their system. I normally get a response back in a day or two. But it's been just over a week since submitting my RMA yet it's still "pending". This on top of 3 unanswered voicemails over the last two weeks, and two emails to Andy.

Radio silence.

I'm sure there is a larger issue that we aren't seeing, but I wish we could at least get some honest timeline info.
Moog Format Modular
Model D (2016)
Moog Subsequent37
Oberheim OB-6
Sequential Rev2

Control_Voltage
Posts: 119
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Re: Moog Support? Does it exist?

Post by Control_Voltage » Tue Mar 15, 2016 9:41 am

Hi Everyone,

Andy from Moog Tech Support here!

My apologies, there have been a confluence of two problems that have resulted in some "dropped balls" over the past few weeks. The first was that I was beset by a terrible case of the flu last week and was completely out of commission for quite a few days. :(

In addition to that, our mail/Outlook server has been experiencing some issues as well and this has resulted in some emails being mis-sorted into Junk/Spam mail by mistake. Our IT specialist is looking into the latter issue and we will have it rectified as soon as possible.

Let me give you the full contact information for the three guys that man the Moog Service Dept., this way if I am out of commission for any reason, you can contact one of my assistants and they will be happy to help you with whatever you need. :D

Andy Hughes, Service Manager
[email protected]
828-251-0090 xt 221

Nate Marino
[email protected]
xt. 204

Taylor Mott
[email protected]
xt. 217

Thanks,
Andy Hughes
Service Manager
Moog Music, Inc.

jsharpphoto
Posts: 443
Joined: Sun Jul 05, 2015 4:18 pm

Re: Moog Support? Does it exist?

Post by jsharpphoto » Tue Mar 15, 2016 10:59 am

Thanks Andy,

I knew there had to be a misconception somewhere. Hope you're feeling better.
Moog Format Modular
Model D (2016)
Moog Subsequent37
Oberheim OB-6
Sequential Rev2

gertie
Posts: 20
Joined: Thu Sep 03, 2015 3:24 am

Re: Moog Support? Does it exist?

Post by gertie » Tue Mar 15, 2016 12:11 pm

Many many Thanks Andy!! Much appreciated!!

Hope you made a full recovery from the flu!

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TotallyKenny
Posts: 4
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Re: Moog Support? Does it exist?

Post by TotallyKenny » Wed Mar 16, 2016 12:36 pm

Control_Voltage wrote:Hi Everyone,

Andy from Moog Tech Support here!

My apologies, there have been a confluence of two problems that have resulted in some "dropped balls" over the past few weeks. The first was that I was beset by a terrible case of the flu last week and was completely out of commission for quite a few days. :(

In addition to that, our mail/Outlook server has been experiencing some issues as well and this has resulted in some emails being mis-sorted into Junk/Spam mail by mistake. Our IT specialist is looking into the latter issue and we will have it rectified as soon as possible.

Let me give you the full contact information for the three guys that man the Moog Service Dept., this way if I am out of commission for any reason, you can contact one of my assistants and they will be happy to help you with whatever you need. :D

Andy Hughes, Service Manager
[email protected]
828-251-0090 xt 221

Nate Marino
[email protected]
xt. 204

Taylor Mott
[email protected]
xt. 217

Thanks,
Andy Hughes
Service Manager
Moog Music, Inc.
Some of the best support I've ever gotten over my 40 years as a professional [ Just read my post ] Certain circumstances it may take time .. Very kind people !! I love everything about , MOOG

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