Re: No Reply From Moog Support?
Posted: Sun Jul 07, 2019 3:24 pm
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.
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.