MOTU

We have confirmed that the customer started communication with our staff on April 10th, Below is a list of chronological events for your review As you can see we have responded to customer’s inquiry in a timely manner, and have ensured minimum downtime by overnighting a
replacement unit along with a pre-paid shipping label to retrieve the faulty unit.Apr/10/2015: Customer contacted technical support department to obtain a repair order on his 828x that was exhibiting an issue with buiLCD panel.Apr/10/2015: Technician generated an under-warranty repair order (RMA# ***).Apr/10/- Apr/16/2015: Prepared and performed testing of a replacement unit.Apr/16/2015: Advanced shipped the replacement unit via *** overnight (***) and generated a pre-paid return label to retrieve the product in question (***).Apr/17/2015: Customer received the replacement unit.Apr/21/2015: Faulty unit returned to manufacturer via previously generated pre-paid return label

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[My problems with this product started the day of purchase June Bad Thunderbolt port See attached proof (*** 91128]2nd problem was reported March (audio problems *** this was never resolved Motu blamed my computer) see attached proofApril 10th I was told Motu was testing to "ensure I was sent a fully functional unit" which made me uneasy and I expressed my desire for a refund at that point) See attached proofApril Motu had a problem with a replacement unit intended to be send to me! See attached proof So no this problem hasn't been resolved in a timely manor it began in June I received a refurbished replacement Friday April based on all the issues with the 828x and comments made by Motu tech support, I have no confidence in this product at this point which is why I'm requesting either a full refund for the return of the unit.I'm also willing to accept a Brand new unit or a reset of the Warranty on the replacement unit so I can sell it at full price

[redacted] 91128, referenced in comment #1 above, was created on Jun/12/2014 by the customer.  Our staff responded on the same day with questions and suggestions to identify the source of the problem.  No further response was added by the customer until Mar/13/2015, where the case status was marked as resolved by the customer.  See attached screenshot: “[redacted]91128.png”[redacted] 96306, referenced in comment #2 above, was created on Mar/13/2015 by the customer.  Our staff responded on the same day with suggestions to identify the source of the problem.  No further response was added by the customer.  See attached screenshot: “[redacted]96306.png”In reference to comment #3 above, it is not uncommon for a technician to personally test a replacement unit even after it has gone through a full test from our factory.  As noted by the customer, his original unit purchased on Jun/12/2014 had previously been exchanged through a reseller, [redacted].  Therefore, technician decided to perform additional verification to ensure the replacement unit we provide will fulfill the customer’s expectations.In reference to comment #4 above, the technician decided to request another replacement unit from our factory as the one he was testing was not satisfactory.MOTU will reset the warranty on the replacement unit ([redacted]) to two years from the date when the replacement unit was received by the customer.