Service & Support
New and Current Models
All MOTU products purchased through our authorised dealers are covered by a 12 month ‘return to base’ warranty. If your MOTU product develops a fault within this period we would suggest contacting the dealer that the unit was purchased from.
In the unlikely event that you encounter a problem with your MOTU product outside of the warranty period, Musictrack can offer a non-warranty repair, or in some circumstances a replacement unit, for a fixed charge.
Examples of current non-warranty repair charges:
828-mk3 Hybrid, UltraLite-mk3 Hybrid, 8pre USB: £95 + VAT
896mk3 Hybrid: £135 + VAT
Should you need to return a product to us directly you will need to obtain a Returns Authorisation (RA) number in advance; this is vital in enabling us to track your repair through our system. Please call or email us with details of the product, serial number, when and where it was purchased, a fault description and your contact details. We will then email you back with a Returns Authorisation number confirming the costs (if outside the warranty period) of repairing your product, the address to send it to and an appoximate turn-around time for the repair.
Older and Out of Warranty Models
We can repair most older MOTU items, for a fixed charge, within a 2-4 week turnaround time.
To us the most important thing is to ensure not only consistent and affordable service, but also reliable products for our customers. To that end, we are not able to supply individual components or circuit diagrams for any MOTU products.
We are, however able to supply external power supplies, rack kits etc. - they are available on our web store
Unfortunately, due to the unavailability of parts certain older MOTU products are proving uneconomical to repair. For that reason we are no longer able to accept the following MOTU units for repair: 828 (original, without LCD display), 896 (original), 2408 (original), 1224, MTP AV (Serial)
Current Repair Charges:
UltraLite (original), UltraLite-mk3 (Firewire model) : £95 + VAT
828mkII (Firewire or USB model), 828-mk3, 8pre (Firewire): £110 + VAT
Traveler (original), 24I/O, 896HD, 896-mk3 (Firewire), 2408 mk3 : £125 + VAT
Click this link to request an RA (Returns Authorisation) Number and we will get back to you with full details of how to proceed