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?
Moog Support? Does it exist?
- HookedOnSonics
- Posts: 281
- Joined: Tue Apr 21, 2015 2:30 pm
Re: Moog Support? Does it exist?
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?
What issue did you run into with the equipment, care to share?
Moog One - A Poly Menance, SynthWars-The Rise of the Korg Apr2600, OBX8 Kenobi - The Return of the Synth, Vintage D 2016, Voyager of Sinbad XL, ClaraVox, FoogerFamilyOfSix, 3MothersLikeNoOthers, Kronos II - InstantKarma'sGonnaGetYou, Arp&theOdyssey, Naboo Royal MiniTaur, UniversalAudio&U67, Criklon2, ElektronRytmAvenueMKII
Re: Moog Support? Does it exist?
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
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
Re: Moog Support? Does it exist?
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
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?
-
- Posts: 48
- Joined: Mon Oct 14, 2013 6:13 pm
Re: Moog Support? Does it exist?
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.
I love Moog.
- HookedOnSonics
- Posts: 281
- Joined: Tue Apr 21, 2015 2:30 pm
Re: Moog Support? Does it exist?
It's still early for them on the east coast, i would call them and get redirected to support.
Moog One - A Poly Menance, SynthWars-The Rise of the Korg Apr2600, OBX8 Kenobi - The Return of the Synth, Vintage D 2016, Voyager of Sinbad XL, ClaraVox, FoogerFamilyOfSix, 3MothersLikeNoOthers, Kronos II - InstantKarma'sGonnaGetYou, Arp&theOdyssey, Naboo Royal MiniTaur, UniversalAudio&U67, Criklon2, ElektronRytmAvenueMKII
-
- Posts: 443
- Joined: Sun Jul 05, 2015 4:18 pm
Re: Moog Support? Does it exist?
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.
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
Model D (2016)
Moog Subsequent37
Oberheim OB-6
Sequential Rev2
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- Posts: 119
- Joined: Mon Sep 16, 2013 12:59 pm
Re: Moog Support? Does it exist?
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.
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.
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.
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.
-
- Posts: 443
- Joined: Sun Jul 05, 2015 4:18 pm
Re: Moog Support? Does it exist?
Thanks Andy,
I knew there had to be a misconception somewhere. Hope you're feeling better.
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
Model D (2016)
Moog Subsequent37
Oberheim OB-6
Sequential Rev2
Re: Moog Support? Does it exist?
Many many Thanks Andy!! Much appreciated!!
Hope you made a full recovery from the flu!
Hope you made a full recovery from the flu!
- TotallyKenny
- Posts: 4
- Joined: Sun Oct 19, 2014 4:39 pm
Re: Moog Support? Does it exist?
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 , MOOGControl_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.
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.