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A friendly mythical creature.
StoreTags: MOTU, 828mkII, repair, audio interface
Author: Leo on June 18 2008 Viewed 1225 times. 11 people liked this blog. You can rate it below if you haven't already.
People who enjoyed reading this: Lara, Fognozzle, em978, flies, Moriarty, proj, p, DrexonField, jogn, quicks, nicknotis
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In January of 2004, I bought a MOTU 828mkII. It has been my interface since that time. I've had very little trouble with it. It wouldn't work properly with on of my laptops, due to the Firewire chip in that machine, but has been otherwise flawless. That is, until very recently.
About two weeks ago, the 828mkII started to lose its connection with my PC. This would sometimes be accompanied with a glitch in sound and the ADAT and SPDIF lights on the unit lighting up. On rare occasion, it would also make a horrendous noise that was reminiscent of a stuck audio buffer. This increased in frequency and eventually developed another symptom, in which when it lost connection, it would cease to display the clock rate on the front of the unit. This is the point at which I became very alarmed.
I tried to reset the device to factory defaults, and that seemed to work. Shortly after that, the problem resumed. So, I disconnected it, did the factory reset, uninstalled the drivers, reinstalled the drivers, and finally connected it to the machine. Again, the problem was there. So, I called MOTU. Before I did, there were a number of bad reviews on various websites about MOTU support, and I was reluctant. I called anyway.
I got a busy signal. A few minutes later, busy signal. A few minutes later, a ring. A gentleman picked up and asked for my basic information. I told it to him, and explained as best I could the problem. He quickly had me run through the factory resent, asked if I had uninstalled the drivers, had me unplug the machine, and even had me switch from 110 voltage back and forth a few times, ensuring it was unplugged. After everything, he let me know that for $79.95, he could issue an RMA. If the machine was reparable, they would repair it and send it back. If not, they would replace it. All for $80. This is great news to me, as I was contemplating having to replace it, and all that jazz.
In short, MOTU rocks my socks. | |
Comments
06/18/08
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em978
You get a thumbs up for just having a unicorn picture.
06/18/08
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flies
i've had good experiences with MOTU support. I have a problem with my mk2, which is that when my wireless card is on i get intermittent (~0.01Hz) bursts of high-pitched noise, which, when recording, are accompanied by buffer repeat. They didn't really help me solve the problem, but they were responsive and the guy i talked to on the phone seemed intelligent and helped me find out where the problem wasn't. I found the answer to my problem on the internets after googling something like "828 mkii high pitched".
Yes it's annoying that they have to go through the script even when you know what you're doing, but i would have to guess that a large percentage of problems they get can be solved by executing the script.
06/18/08
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proj
and to think, you could have had a unicorn baby: link
06/18/08
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p
I just contacted via the web on saturday and am still waiting on a response. glad to hear you've had good experiences as I've seen bad things about them. (though if you're on the net enough you'll see bad things about every corporation.
so you set my mind at ease a little thanks.
06/18/08
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RogerRoger
I bought my mkII used, using it on PC, and have had problems with it from the get go. I've gotten most of 'em ironed out except that certain CPU spikes cause it to drop out and produce a high pitched whine for about 2 seconds. It seems random if CPU usage is pegged for extended periods though.
I keep hearing that many mkII's just suddenly stop working one day. Kinda wish I'd bought mine new to take advantage of that replacement offer. I think I'd just get an RME Fireface if I had to replace it.
06/18/08
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Leo
Roger, I've thought the same thing. I would get an RME if I were to replace it. However, the thing has been great. I had trouble initially, but I changed my Firewire card, and was golden after that. I think if I had more cash to blow, I'd buy two of whatever interface I chose so that I had a spare. I'm just starting to get busy enough with music work that it hurts my schedule and pocketbook to be out of production for any amount of time.
After I ran though the steps with MOTU, I've noticed the machine works just fine if it isn't hooked up to the computer. Still, I think I'll send it in, as it is worthless to me unless it is hooked up to the computer. Also, I bought mine second hand. It had not been registered, however, and I was the one to register it. No warranty, though. That's just their policy. I like it.
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