Anyone else feel Steinberg support is terrible?

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Re: Anyone else feel Steinberg support is terrible?

Post by folkfreak » Wed Oct 11, 2017 12:58 pm

Do you think I am stupid ?

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Re: Anyone else feel Steinberg support is terrible?

Post by Prock » Thu Oct 12, 2017 3:57 pm

folkfreak wrote:
Wed Oct 11, 2017 12:58 pm
Do you think I am stupid ?
:?:

Regards 8-)
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Re: Anyone else feel Steinberg support is terrible?

Post by shanabit » Thu Oct 12, 2017 6:03 pm

folkfreak wrote:
Wed Oct 11, 2017 12:58 pm
Do you think I am stupid ?
Ignorance is not knowing. Stupidity is knowing but making the obvious wrong choice.

You decide if you are in fact stupid or not. What anyone here thinks does not matter.

On that note, please post up the crash report where it says which THREAD crashed Cubase so we can look at it and possibly help you since support sucks. Don't need the whole crash report just the thread that crashes.
Im guessing a certain plugin is doing it.

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Re: Anyone else feel Steinberg support is terrible?

Post by metl4evr » Fri Oct 13, 2017 7:58 pm

not me... I've been quite happy with them in the past few years.

If you want to get them on the phone - well then yeah, you're screwed. I use this forum, and it's usually an immense help. What's your issue?
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Re: Anyone else feel Steinberg support is terrible?

Post by Richard Richard » Sat Oct 14, 2017 12:56 pm

mitchiemasha wrote:
Tue Oct 10, 2017 12:07 am
Richard Richard wrote:
Mon Oct 09, 2017 11:19 pm
As an ex music tech student who knew the music life of many classmates, I can tell you that it may not take as much luck as you would imagine - if you are into that kind of thing.
As an ex Pirate I can tell you luck will only aid you in finding what actually exists. Cubase 9 would be the rarest of treasure, found by following the blankest of maps, read only by the dead, after canceling out the entire universe with a phase inverted copy of itself.

Cubase 5 was the last i heard off, but my sailing the seas for rare pearls ended quite some time ago!

Edit: actually I just looked on youtube and there seems to be quite some videos about it. But still... threatening to use pirated software as a response to a lack of response is no way to act. You go join the Pirates if that's where you feel you belong.
Saying "I don't want to search for cracked versions" is not a threat - it's saying the opposite - that I DON'T want to do that. That being said, when the subject matter of the message not being responded to is regarding the buying of the product, that is certainly one step in pushing someone in that direction.

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Re: Anyone else feel Steinberg support is terrible?

Post by mitchiemasha » Sat Oct 14, 2017 4:05 pm

Richard Richard wrote:
Sat Oct 14, 2017 12:56 pm
pushing someone in that direction.
I thought you'd of been off looking for mystical treasure by now.
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Re: Anyone else feel Steinberg support is terrible?

Post by Richard Richard » Wed Oct 18, 2017 7:59 pm

mitchiemasha wrote:
Sat Oct 14, 2017 4:05 pm
Richard Richard wrote:
Sat Oct 14, 2017 12:56 pm
pushing someone in that direction.
I thought you'd of been off looking for mystical treasure by now.
???

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Re: Anyone else feel Steinberg support is terrible?

Post by mitchiemasha » Thu Oct 19, 2017 1:04 am

Richard Richard wrote:
Wed Oct 18, 2017 7:59 pm
mitchiemasha wrote:
Sat Oct 14, 2017 4:05 pm
I thought you'd of been off looking for mystical treasure by now.
???
Off pirating the 7 seas. It was my humour. My humour is very poor!
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Re: Anyone else feel Steinberg support is terrible?

Post by andyjh » Thu Oct 19, 2017 1:45 am

My last support request took just over 7 weeks to get a response, and then all the response was, was to download the latest version.
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Re: Anyone else feel Steinberg support is terrible?

Post by alexis » Thu Oct 19, 2017 3:07 am

andyjh wrote:
Thu Oct 19, 2017 1:45 am
My last support request took just over 7 weeks to get a response, and then all the response was, was to download the latest version.

Brilliant!
Alexis

-Cubase "Safe Start Mode" (CTRL-ALT-SHIFT)
-Get variable-tempo audio to follow a grid here,
-Replacing freely-timed section into a variable tempo project

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Re: Anyone else feel Steinberg support is terrible?

Post by TC65 » Mon Oct 23, 2017 11:27 am

40W wrote:
Sat Sep 30, 2017 2:18 pm
2 open support requests (both simple in nature), One is 9 days going unanswered and the other 4 days & counting.

Was thinking of upgrading to Cubase 9 Pro but if this is what I have to deal with when I have to contact tech support than no thanks. I've experienced much faster response times from arguably more 'popular & busier' companies namely Ableton & Native Instruments.

Anyone else gave up hope with Steinberg Tech support?

PS Note to moderator, deleting this post won't address the problem or valid concerns we as customers have. As paying customers, we shouldn't have to wait 9 days & counting just to get a simple yes or no answer when we need tech support.
Yes, I totally agree.

I have been waiting 6 days for replies to 3 requests asking Steinberg why there is no CD burner with an expensive DAW like Cubase Pro9.

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Re: Anyone else feel Steinberg support is terrible?

Post by Denis van der Velde » Mon Oct 23, 2017 11:36 am

Steinberg support is not really terrible, but if you have a problem, you can wait like 2 weeks. Maybe better to phone them. I had the same probs when buying Cubase 9 Pro, Wavelab 9 and Halion 6/ GR4. I have to say 2 weeks waiting is a lot when you just paid for it. But finally i resolved the problems myself before steinberg did answer.
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Re: Anyone else feel Steinberg support is terrible?

Post by mitchiemasha » Tue Oct 24, 2017 12:17 pm

TC65 wrote:
Mon Oct 23, 2017 11:27 am
I have been waiting 6 days for replies to 3 requests asking Steinberg why there is no CD burner with an expensive DAW like Cubase Pro9.
That's exactly the thing wasting their time and not a support issue... It's a feature request. Which is done here. Other people are dealing with genuine issues and bugs that need fixing. Before jumping to hassle them please think about others first.

Edit: by all means send them an idea but I wouldn't phrase it as a question or expect an answer. What would you expect them to say? Or do you think they'll magically add one with in a few days!!!
Last edited by mitchiemasha on Tue Oct 24, 2017 12:35 pm, edited 3 times in total.
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Re: Anyone else feel Steinberg support is terrible?

Post by mitchiemasha » Tue Oct 24, 2017 12:25 pm

andyjh wrote:
Thu Oct 19, 2017 1:45 am
My last support request took just over 7 weeks to get a response, and then all the response was, was to download the latest version.
That is always the first response if you aren't using the latest version. The first step to take. They may have known your issue was fixed in the newer version! The 7 week delay was likely due to them actually working on that issue. I'm sure i read somewhere that they don't reply to every request if it's known and they are fixing it. This saves man power to find (acknowledge), help and deal with other bugs. We can even check for known issues as to not waste their time.
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Re: Anyone else feel Steinberg support is terrible?

Post by alexis » Wed Oct 25, 2017 12:13 am

mitchiemasha wrote:
Tue Oct 24, 2017 12:25 pm
andyjh wrote:
Thu Oct 19, 2017 1:45 am
My last support request took just over 7 weeks to get a response, and then all the response was, was to download the latest version.
That is always the first response if you aren't using the latest version. The first step to take. They may have known your issue was fixed in the newer version! The 7 week delay was likely due to them actually working on that issue. I'm sure i read somewhere that they don't reply to every request if it's known and they are fixing it.
I feel that is completely unacceptable.
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mitchiemasha wrote:
Tue Oct 24, 2017 12:25 pm
This saves man power to find (acknowledge), help and deal with other bugs. We can even check for known issues as to not waste their time.


Can you explain please, I'm not sure how to do that, based on Steinberg's bailing, as described here viewtopic.php?f=253&t=113509#p623768 :
We have decided to reduce the complexity of this dedicated issue forum. We will continue to collect your bug reports, but there will be no managed "collected" or "closed" sub-forums anymore ... We could have made the decision to emphasise more on this issues forum and have a dedicated support agent and quality assurance engineer constantly work in here. But in this case both of them would not be able to improve the regular support to our customers nor the quality of our products.

We really appreciate your reports and we definitely scan this forum and use your reports to improve our software. The entries are still approved by our team members, but we won't actively manage this forum anymore since we think that we can use our resources more efficiently if we focus on the direct support via the ticketing system and our quality assurance and testing processes.




Imagine how much longer than a 7-week delay it would take to get an answer from Steinberg's Support Request if they had *not* decided to "stop actively managing this forum ... to use our resources more efficiently .... to focus on the direct support via the ticketing system and our quality assurance and testing processes"!

It sounds like we should be grateful for the delay being *only* 7 weeks! :mrgreen:
Alexis

-Cubase "Safe Start Mode" (CTRL-ALT-SHIFT)
-Get variable-tempo audio to follow a grid here,
-Replacing freely-timed section into a variable tempo project

Cubase 9.0.20; i5-4570 3.2GHz, 16GB RAM; W10 Pro 64-bit on Samsung SSD 840 Pro 256GB; Seagate 1TB SATA 600 Audio; UR28M; Motif8; UAD-2 Solo; Jamstix 3.6; RevoicePro3.3; EZDrummer 2

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Re: Anyone else feel Steinberg support is terrible?

Post by mitchiemasha » Wed Oct 25, 2017 5:54 am

Sorry no!
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Re: Anyone else feel Steinberg support is terrible?

Post by jonwright » Wed Oct 25, 2017 10:57 am

andyjh wrote:
Thu Oct 19, 2017 1:45 am
My last support request took just over 7 weeks to get a response, and then all the response was, was to download the latest version.
I've used support twice over the last few years. In both cases the reply took over 5 weeks, and in both cases I got a reply like yours, despite my initial query informing them that both my OS and Cubase versions were fully up to date.

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Re: Anyone else feel Steinberg support is terrible?

Post by Denis van der Velde » Wed Oct 25, 2017 11:09 am

In this summer when i had a problem with the dongles Licenses, i had a responce of 3 weeks or so. They told me they are very very busy. In my mind the way installers and updates works, the elicenser works, i can expect that they will be servicing a lot of new users that do not understand it how to get the software they but, up and running....
I7 8core 16tread 32gb Aopen Board, SSD Samsung. C10,W10,Halion6,Groove Agent5,etc.
Running on 8ms Latency with a Soundblaster XFi Pro. Yamaha MW12c USB mixer.
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Steinberg CC121 Controller. Mackie Control Pro.

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Re: Anyone else feel Steinberg support is terrible?

Post by dman2014 » Wed Oct 25, 2017 4:24 pm

I have had problems since Cubase 7.5 that are still not resolved.
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Re: Anyone else feel Steinberg support is terrible?

Post by TC65 » Sun Jul 14, 2019 4:04 pm

mitchiemasha wrote:
Tue Oct 24, 2017 12:17 pm
TC65 wrote:
Mon Oct 23, 2017 11:27 am
I have been waiting 6 days for replies to 3 requests asking Steinberg why there is no CD burner with an expensive DAW like Cubase Pro9.
That's exactly the thing wasting their time and not a support issue... It's a feature request. Which is done here. Other people are dealing with genuine issues and bugs that need fixing. Before jumping to hassle them please think about others first.

Edit: by all means send them an idea but I wouldn't phrase it as a question or expect an answer. What would you expect them to say? Or do you think they'll magically add one with in a few days!!!
-----------------------------------------------------------------------------------------------------------------
I agree - what a rip off - wasted a grand on cubase pro 9 and wavelab elements.

Still can`t burn off a CD. The instructions are awful. Mixcraft solved all my problems. I just counted my losses with the non-existent `support` people at Steinberg.

The sound engine is a better quality in cubase but quess what? Mixcraft actually works! Wow!

In a fair world I should be able to get my money back off them. Feel really badly ripped off.
TC65

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Re: Anyone else feel Steinberg support is terrible?

Post by mitchiemasha » Sun Jul 14, 2019 4:09 pm

TC65 wrote:
Sun Jul 14, 2019 4:04 pm
mitchiemasha wrote:
Tue Oct 24, 2017 12:17 pm
TC65 wrote:
Mon Oct 23, 2017 11:27 am
I have been waiting 6 days for replies to 3 requests asking Steinberg why there is no CD burner with an expensive DAW like Cubase Pro9.
That's exactly the thing wasting their time and not a support issue... It's a feature request. Which is done here. Other people are dealing with genuine issues and bugs that need fixing. Before jumping to hassle them please think about others first.

Edit: by all means send them an idea but I wouldn't phrase it as a question or expect an answer. What would you expect them to say? Or do you think they'll magically add one with in a few days!!!
-----------------------------------------------------------------------------------------------------------------
I agree - what a rip off - wasted a grand on cubase pro 9 and wavelab elements.

Still can`t burn off a CD. The instructions are awful. Mixcraft solved all my problems. I just counted my losses with the non-existent `support` people at Steinberg.

The sound engine is a better quality in cubase but quess what? Mixcraft actually works! Wow!

In a fair world I should be able to get my money back off them. Feel really badly ripped off.
TC65
WOW... I can't believe how confused your confusion just made me. it took me a while but now i realise... I think you've misread my comment.
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