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No Reply From Moog Support?

Postby Sculptair » Mon Jul 23, 2018 12:33 pm

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?
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Re: No Reply From Moog Support?

Postby thealien666 » Mon Jul 23, 2018 3:17 pm

Maybe they are prioritizing those that have perhaps more pressing concerns, like a defective product ? I don't know. I'm just guessing.
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Re: No Reply From Moog Support?

Postby Kirneh Ness » Tue Jul 24, 2018 6:02 am

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.
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Re: No Reply From Moog Support?

Postby piper » Tue Jul 24, 2018 4:51 pm

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?
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Re: No Reply From Moog Support?

Postby Sculptair » Thu Jul 26, 2018 8:12 pm

piper wrote: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!
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Re: No Reply From Moog Support?

Postby DavyP » Fri Jul 27, 2018 1:50 am

I once had a support query answered a year later, i'd forgot all about it and then got a reply. Made me laugh :)
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Re: No Reply From Moog Support?

Postby Alien8 » Fri Jul 27, 2018 11:07 am

...yeah, I'm getting no response either.

Send Moog to China, it appears the legacy is dead anyhow :)
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Re: No Reply From Moog Support?

Postby Diode » Sat Jul 28, 2018 3:58 am

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,
Last edited by Diode on Sat Jul 28, 2018 12:59 pm, edited 1 time in total.
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Re: No Reply From Moog Support?

Postby Sculptair » Sat Jul 28, 2018 9:32 am

Diode wrote: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?


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.
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Re: No Reply From Moog Support?

Postby Diode » Sat Jul 28, 2018 1:13 pm

Hi Sculptair,

Thanks for your reply and advice.

I have started a new thread.

Regards,

Diode.
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Re: No Reply From Moog Support?

Postby kalin » Fri Feb 01, 2019 9:21 pm

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!
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Re: No Reply From Moog Support?

Postby Taggart » Tue May 28, 2019 5:20 am

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.
Last edited by Taggart on Thu May 30, 2019 7:35 am, edited 1 time in total.
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Re: No Reply From Moog Support?

Postby bichuelo » Tue May 28, 2019 12:13 pm

Taggart wrote: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
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Re: No Reply From Moog Support?

Postby SlowLFOtoPitch » Mon Jun 03, 2019 3:55 pm

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
[email protected]
(828) 251-0090 Ext. 246

Harrison Street
[email protected]
(828) 251-0090 Ext. 221

Zac Fischman
[email protected]
(828) 251-0090 Ext. 204

Jared Hooker
[email protected]
(828) 251-0090 Ext. 236

Thank you,
TAYLOR MOTT
SERVICE DEPARTMENT MANAGER
MOOG MUSIC INC.

P: (828) 251.0090 ext. (217)
Fax: (828) 254.6233
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Re: No Reply From Moog Support?

Postby Simon28 » Sat Jul 06, 2019 11:22 pm

SlowLFOtoPitch wrote: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.


Then why do you ignore us?

Why do you just lock this post without any comment?
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.
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