Moog Music Forum

I know there's a lot going on in Asheville, but I'm curious whether under normal circumstances Moog ever participate here? The majority of the questions asked here just languish with no evidence that anyone from the company has read or cares about them. I've answered ones I can, sometimes I already know, sometimes I fiddle a bit to figure it out, but surely there are people at Moog who could answer these questions instantly, off the tops of their heads. Of course that requires commitment of some resources, but having a forum filled with unanswered questions leads to a frustrated community. I don't think that's a fair reflection on the company or the product; regardless of teething issues I love mine. That said, if I were thinking about buying and browsed this forum as part of my research it would leave me with extra doubts rather than reassured.

Your name is Steve Moog so I thought you were the owner. Can you answer our questions? But yes they should participate else they look pretty bad at customer relations or unconcerned about it.

davlippo7 wrote: Tue Oct 22, 2024 6:34 pm Your name is Steve Moog so I thought you were the owner. Can you answer our questions? But yes they should participate else they look pretty bad at customer relations or unconcerned about it.

Lol no definitely not the owner - I made the (poor) decision to use that name just because my first name is Steve and I needed a username for the moog forum. I have no connection to the company and no further insights than anyone else here. I always try to answer questions if I can though.

I haven’t seen any meaningful participation by Moog in this forum for years. It’s really pretty appalling. There is not enough traffic that they can claim it would take too much time. I can only conclude by all appearances that they don’t really care much about support.

Not a fan of modern “support culture” that only seems to respond to official support “tickets”. That just tends to hoard knowledge, when many common problems could be discussed openly.

sdwillingham wrote: Sat Oct 26, 2024 2:26 pm
Not a fan of modern “support culture” that only seems to respond to official support “tickets”. That just tends to hoard knowledge, when many common problems could be discussed openly.

100 % this !!!

chai baba wrote: Fri Nov 08, 2024 6:36 am

sdwillingham wrote: Sat Oct 26, 2024 2:26 pm
Not a fan of modern “support culture” that only seems to respond to official support “tickets”. That just tends to hoard knowledge, when many common problems could be discussed openly.

100 % this !!!

I mean I went through the trouble to methodically submit descriptive tickets for the various issues I've uprooted, and their response (except for one) was to just close the tickets because of the hurricane. I've been to Asheville, I love the town and I feel badly for what they have been going through, but why you would close unresolved tickets instead of leaving them open and dealing with them later? I guess it probably comes down to some performance metric applied to the team that docks them if tickets stay open or something like that, but now if I want to move any of the tickets forward I need to resubmit all of them.

steve_moog wrote: Fri Nov 08, 2024 4:36 pm

chai baba wrote: Fri Nov 08, 2024 6:36 am

sdwillingham wrote: Sat Oct 26, 2024 2:26 pm
Not a fan of modern “support culture” that only seems to respond to official support “tickets”. That just tends to hoard knowledge, when many common problems could be discussed openly.

100 % this !!!

I mean I went through the trouble to methodically submit descriptive tickets for the various issues I've uprooted, and their response (except for one) was to just close the tickets because of the hurricane. I've been to Asheville, I love the town and I feel badly for what they have been going through, but why you would close unresolved tickets instead of leaving them open and dealing with them later? I guess it probably comes down to some performance metric applied to the team that docks them if tickets stay open or something like that, but now if I want to move any of the tickets forward I need to resubmit all of them.

I had to resubmit several tickets before I actually got help, which is honestly disgusting.

steve_moog wrote: Fri Nov 08, 2024 4:36 pm

chai baba wrote: Fri Nov 08, 2024 6:36 am

sdwillingham wrote: Sat Oct 26, 2024 2:26 pm
Not a fan of modern “support culture” that only seems to respond to official support “tickets”. That just tends to hoard knowledge, when many common problems could be discussed openly.

100 % this !!!

I mean I went through the trouble to methodically submit descriptive tickets for the various issues I've uprooted, and their response (except for one) was to just close the tickets because of the hurricane. I've been to Asheville, I love the town and I feel badly for what they have been going through, but why you would close unresolved tickets instead of leaving them open and dealing with them later? I guess it probably comes down to some performance metric applied to the team that docks them if tickets stay open or something like that, but now if I want to move any of the tickets forward I need to resubmit all of them.

That kind of metric would explain why they don’t participate in the forum either. A poor system, but I guess lazy managers don’t want to actually evaluate their team’s work anymore.

Maybe you should submit “meta-tickets” that explain that there is a bug in their system that closes tickets without even contacting the user.