What is the normal response time for a support email to be answered?

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combfilter
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What is the normal response time for a support email to be answered?

Post by combfilter » Thu Jan 18, 2018 4:21 am

I opened a very simple email support ticket sat 1/13/18 about a licensing issue. I got the auto response sun 1/14/18 that they are busy and standard auto email response. I got another automated response on 1/16/18 but no answer or anything. Just an auto response saying it will be handled in the order it came in. It's now 1/17/18 at night and I still have no human response regarding my registration issue. I am simply trying to use the product I paid for and can't because I cannot get a human. Is 4-5days with no response normal for steinberg?

I am stuck having to use demo's of other DAW's because I simply can't register my product because the elicense isn't happy after I enter my code. It lets me hit continue and even knows that I own cubase 9. The next screen however doesn't let me do anything and has no info in it.

Steinberg Support Case Ref.#01923941

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planarchist
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Re: What is the normal response time for a support email to be answered?

Post by planarchist » Fri Jan 19, 2018 7:23 pm

If you can share the exact error message you're getting (or even a screengrab but if so hide any activation codes/serial numbers) someone here might be able to help you.
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Johnny Creator
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Re: What is the normal response time for a support email to be answered?

Post by Johnny Creator » Wed Mar 07, 2018 8:25 pm

You have to go to the website , register your Email, then Enter your Activation Code
The Activation code that comes with the product is NOT the Licence
You enter the Activation code on My Products> Support , then they E mail you the actual Licence
Put the licence on a eLicencer , (40$) if you put the licence on your hard drive and lose the drive , you will never get it back

KHS
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Re: What is the normal response time for a support email to be answered?

Post by KHS » Wed Mar 07, 2018 8:40 pm

Johnny Creator wrote:
Wed Mar 07, 2018 8:25 pm

Put the licence on a eLicencer , (40$) if you put the licence on your hard drive and lose the drive , you will never get it back
That is not correct. If the license is registered on his MySteinberg account he can recover it.
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