Can't get support from Moog

Polyphonic Analog Synthesizer
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BuggyOne
Posts: 3
Joined: Fri Feb 12, 2021 10:04 am

Can't get support from Moog

Post by BuggyOne » Fri Feb 12, 2021 10:11 am

Hi everybody,
owner of a $6K Moog One like many of you, here. This thing is nice but some of its parts are not working as expected, so I tried to contact Moog in hope of getting some customer support but got none so far, opened two tickets in 40 days and still got no feedback at all, this is a real shame. I can't forgive this kind of behavior from a company that claims to be one of the biggest in the field. From my point of view, this is a big weakness.

I'm here to ask advice as to how to get support from Moog. And I don't mean from the dealer or from the distributor. I want to talk to someone at Moog. Is there any hope? Or am I missing anything?

VocoVacca
Posts: 10
Joined: Wed May 08, 2019 11:13 pm

Re: Can't get support from Moog

Post by VocoVacca » Sun Feb 14, 2021 2:48 am

Hey, BuggyOne—
Sorry to hear that you're getting radio silence from Moog Support. Many other people on this forum have had similar experiences. Some thoughts:

First, do you think your Moog One has faulty hardware? Or could "parts are not working as expected" mean that you haven't figured something out yet? Moog One has a steep learning curve, and you'll probably get a faster response by posting your questions here than waiting for Moog Support.

If it is a hardware failure, have you tried following up the support tickets by calling the Moog support line? 828-251-0090. When a voice card failed in my Moog One in early 2019, I called after opening the ticket and got a good response. A possible back door (actually, front door) approach is to call the Moog Store at 828-239-0123. They're not set up to handle support calls, but they could maybe tell you what's going on—for example, is everything is screwed up due to the pandemic—and suggest a way to get Support's attention.

Also, is it imperative that you talk to Moog? You might get a faster—and more satisfactory—support response from the dealer where you bought your One. I’ve read about situations where a dealer (like Sweetwater) just shipped out a new Moog One and took back the faulty instrument. While I think Moog Music are fine people, the dealer might be more motivated to keep you happy.

Hope this helps. Good luck!

MWK
Posts: 46
Joined: Tue Jan 01, 2019 5:50 pm

Re: Can't get support from Moog

Post by MWK » Fri Feb 19, 2021 1:39 pm

If Moog isn't responding to their customers, that's how you know how bad the pandemic is getting. But if your issue is really that bad, keep e-mail them about it or like others suggested (talk to the distributor). I believe critical issues will be prioritized but they won't be able to address all issues in a timely manner right now, it's a crazy time out there and they want to make sure Moog can make it through the storm.

paddy ryan
Posts: 33
Joined: Sun Feb 24, 2019 4:08 pm

Re: Can't get support from Moog

Post by paddy ryan » Mon Feb 22, 2021 1:29 pm

I have given up communicating with MOOG about bugs on the ONE. I never hear back.

It really is disappointing. They need to fix this problem.

Us users have no idea which bugs have been acknowledged, which are being looked at and should be fixed, which ones aren't, what features they may be considering, etc etc.

Waldorf, DSI, Yamaha, (and Schmidt!) are all very quick at responding to and fixing bugs. MOOG.....radio silence forever.

MWK
Posts: 46
Joined: Tue Jan 01, 2019 5:50 pm

Re: Can't get support from Moog

Post by MWK » Tue Feb 23, 2021 4:04 pm

I just hope that their lack of communication isn't a sign of them going through possible financial/layoff troubles.

BuggyOne
Posts: 3
Joined: Fri Feb 12, 2021 10:04 am

Re: Can't get support from Moog

Post by BuggyOne » Wed Mar 10, 2021 2:19 pm

I wanted to talk to Moog directly, and not to a retailer or a distributor, because I needed to report some major firmware issues that a retailer or a distributor can't address at all. My One isn't faulty hardware-wise, it's only full of software bugs that can also be expected in such a complex product, but things can be improved if only the constructive feedback went straight to the ears of whom is in charge for the development of the firmware. Any intermediary is a huge waste of time.

To be honest, I got a reply (after 52 days!) and talked to a guy who admittedly tried to be kind and helpful, but he sounded like someone completely unaware of what I was talking about... Only his last message gave me some hope because he said he was forwarding my feedback (including a video) to the firmware developer(s).

Of course this didn't fix the issue... the One is still there, bugs included, and all I have to do is wait and hope the programmers do a good job, but at least I know that MY time wasn't wasted. Maybe.

And no, the pandemic is often taken as an excuse. There are millions or smaller companies around the world that keep doing their job in spite of the pandemic, Moog isn't an exception.

alainhubert
Posts: 83
Joined: Sun Feb 01, 2009 10:39 pm
Location: Montreal, Quebec, Canada

Re: Can't get support from Moog

Post by alainhubert » Wed Mar 31, 2021 1:49 pm

Moog Music is far from one of the biggest companies in the field. It's a very small company owned by the workers. And with the current situation, they're probably very restricted in how they do business. They are dedicated people, passionate about what they do. So I don't blame them for not responding as quickly as they usually did in the past.

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Captain Willard
Posts: 2
Joined: Sun Apr 25, 2021 5:49 pm
Location: North Coast

Re: Can't get support from Moog

Post by Captain Willard » Sun Apr 25, 2021 6:14 pm

I just purchased a 16 voice Moog One on Friday and I don't even have it yet, but this thread about Moog support is concerning.

I have a DSI OB-6 and the WRITE button was flaky and I emailed Sequential/DSI support. I had a reply the next day with questions, replied back and that same day they shipped a new momentary contact switch free of charge for me to install even though the OB-6 was well out of warranty (electronics engineer here w/ full lab at my disposal for repairs).

My point is Sequential/DSI is located in CA w/ a much more restrictive COVID lockdown than NC. I hope Moog has addressed these slow support responses that others have mentioned in this thread by now. I love my Moog gear and everything Moog and this is a statement of fact of one of my experiences and I'm in no way bad mouthing the fine people at Moog Music. I've not had any interactions with their support ever.

Carry on

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dct
Posts: 18
Joined: Thu Feb 20, 2020 10:31 am

Re: Can't get support from Moog

Post by dct » Mon Apr 26, 2021 4:34 pm

alainhubert wrote: Wed Mar 31, 2021 1:49 pm Moog Music is far from one of the biggest companies in the field. It's a very small company owned by the workers. And with the current situation, they're probably very restricted in how they do business. They are dedicated people, passionate about what they do. So I don't blame them for not responding as quickly as they usually did in the past.
Sadly, I see a parallel to other companies (like Arturia) which sells well designed HW products full of SW bugs.
Like Moog: It is "normal" nowadays to rush HW products delivery with banana SW: We end users are the beta tester for the company.
I could even live with it, if... IF there would be a constant and good communication between the customers (or beta tester) and the developers, as well as a information board about already known open topics, expected resolution, in which next SW version and WHEN. This is what I am lacking here and for other products.
It is disappointing.
keys: CX-3 II, GRANDMOTHER, streichfett

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