Well back to the question…
I have never not had SB support (US) not respond to a query sent via My Steinberg. I’d like to qualify this by saying that I think my questions / requests are clear, comprehensive and mostly include a result that I think is reasonable and achievable.
Occasionally I’ve been referred to the mothership in Germany too. Again very helpful.
But let’s talk about ‘helpful’. Are software fixes instantly applied? Is the product revised to account for my lack of knowledge? Does the company change direction to meet my goals? Of course not. However I have had (one ) hardware issue promptly dealt with and many questions addressed when they were actually connected to the product.
They might not ( be able ) to respond like Apple … to every comment… but they are there.
My 2c