Recent Owner - Recent Tuning Issues - Seem To Be Fixed - But No Customer Support

[takis]

Hello to all.... I tagged on to another tuning issue in this blog, but I figure create a new one to make 2 issues I ran through more visible to Moog and to the users Moog Muse community that I am a part of now.

1) Received a 2024 Moog Muse - so, it was NOT the newer hardware and software - software was 1.0 - giving me that notion it was last year's model... With that stated. When I received the unit from a Guitar Center in Arkansas during the winter month of February - important fact for this tuning issue, I believe... - I updated the software to v1.3 - this process was a little annoying when receiving a $4000 keyboard (with taxes),,,, but, I am hoping Moog will continue fixing things on this keyboard in the future and will need to upgrade the firmware.
2) Then I turned on the unit.. waited 20 minutes to warm up.. btw, let the box acclimate in my home for 1 day before opening and turning on, due to knowing there were these tuning hardware/firmware issues.... I was very happy to hear the Moog sound after going through the first few patches.. but then when I came to the untuned sounds, I was quickly disappointed and focused on this issue - like not being able to look away from a bad car crash...
3) The next step was looking on the Internet to see if there are similar issues - I found out that there are similar issues and not just a onesie, twosie issue... So, then I opened a ticket with moog - they never got back with me - it has been a week.. So, i opened up another ticket.. At this time MOOG's technical support is terrible, especially being a new customer...
4) After reviewing some blogs and Youtube videos with similar issue and then reading the Moog muse manual, I did a full auto tune and calibration on the unit... NOW, the sounds that were out of tune are in tune... This is only a day into doing this new calibration of the unit in my home....
5) Next steps - see how long things continue staying in tune... also, move it to a gig and see if it goes out of tune... I am still not 100% convinced this issue is resolved.. BUT MOOG needs to call me and I am afraid after 30 days, if I have a bad keyboard, I will not be able to return for a full refund.. because even with the one year warranty.. which also stated from the make of the keyboard which is nonsense.. not the purchase dat.. AGAIN, Moog needs to call me before I might return for full refund before my 30 day period is over...

I will update this blog per my next 2 week journey.. if I decide to return the unit or not.... I hope no one else is going through these issues.. but I am taking the time to warn people in buying this great unit.. but is not great if not working correctly.... AMD to hopefully force moog technical support contact me to resolve this issue fully.

Thanks to anyone's input/comments....

Takis

[Kwamensah]

Customer support from Moog is so bleep, And tech sport is not existent. The solution for everything is to replace the device or send it in for troubleshooting.

[takis]

If i would have known this about customer support I would not have not bought this model, especially knowing its recent issues...

So far, no call from Moog support or e-mail.. Nothing... I have used the new Muse ~4 times thus far, and it has not gone out of tune...m so this is good... but it has not been moved... I am afraid to move it in the future to a gig with temperature change in car etc....

I still have 15 days to return. If i do not get a call, I may return it to Musician's Friend. I made them aware of my situation and they are willing for me to return for a full refund. They also are trying to get moog to call me, but again that has not happened yet.

Takis

[Kwamensah]

If i would have known this about customer support I would not have not bought this model, especially knowing its recent issues...

So far, no call from Moog support or e-mail.. Nothing... I have used the new Muse ~4 times thus far, and it has not gone out of tune...m so this is good... but it has not been moved... I am afraid to move it in the future to a gig with temperature change in car etc....

I still have 15 days to return. If i do not get a call, I may return it to Musician's Friend. I made them aware of my situation and they are willing for me to return for a full refund. They also are trying to get moog to call me, but again that has not happened yet.

Takis

Quit while you're ahead. I'm 4 months in and had a warranty replacement through Moog that changed the serial number without updating my store so it's going to take a lot more for me to get my return but I'm working on it.

[takis]

Kwamensah... sorry to hear about your situation too... I hope Moog ups their focus on customer support....

But I do have an update and want to be fair to moor.. they finally got back with me this past Wednesday... a week later...

below i their response they gave me that I already did, as I explained above.... I hope this may help someone in the future, thus for me posting their response...

"Muse's tuning works a bit differently than the rest of our synthesizers because the tuning table is extrapolated from a range of temperatures. For this reason, the instrument is calibrated at room temperature, and only started after being powered off for two hours to ensure the coolest starting temperature. Tuning measurements taken for QUICK TUNE are added to the foundational tuning table, so the more environments in which you run QUICK TUNE, the more robust your
instrument’s tuning will be.

If you have run QUICK TUNE multiple times unsuccessfully, it is recommended to run the full AUTO TUNE AND CAL.

Once the synth powered off for at least 45 minutes, turn on the power and let Muse boot. Once booted, press the TUNING button and start the AUTOTUNE AND CAL. Again, the goal here is to start the cal from as low an internal temperature as possible. This will ensure the best tuning for the instrument over the widest temperature range.

Let me know the results or if you have any questions. "

[Kwamensah]

Kwamensah... sorry to hear about your situation too... I hope Moog ups their focus on customer support....

But I do have an update and want to be fair to moor.. they finally got back with me this past Wednesday... a week later...

below i their response they gave me that I already did, as I explained above.... I hope this may help someone in the future, thus for me posting their response...

"Muse's tuning works a bit differently than the rest of our synthesizers because the tuning table is extrapolated from a range of temperatures. For this reason, the instrument is calibrated at room temperature, and only started after being powered off for two hours to ensure the coolest starting temperature. Tuning measurements taken for QUICK TUNE are added to the foundational tuning table, so the more environments in which you run QUICK TUNE, the more robust your
instrument’s tuning will be.

If you have run QUICK TUNE multiple times unsuccessfully, it is recommended to run the full AUTO TUNE AND CAL.

Once the synth powered off for at least 45 minutes, turn on the power and let Muse boot. Once booted, press the TUNING button and start the AUTOTUNE AND CAL. Again, the goal here is to start the cal from as low an internal temperature as possible. This will ensure the best tuning for the instrument over the widest temperature range.

Let me know the results or if you have any questions. "

FYI I clipped your post and sent it to the customer service director of Moog so they would get back to you because I was tired of seeing the same story over and over with regards to their poor service levels.