I can see a newbie being quite confused about how to get support. Helga, I'm not even sure what the answer is ...
I absolutely "+1" shanabit's main point in this thread, typical of many, posting.php?mode=reply&f=198&t=130425#pr716011 , in that it often does seem like it's a waste of time and effort sending a query to Steinberg tech support for Cubase and a few other products listed in this forum.
I do have some other thoughts, I actually wrote them out as a response in this older thread, viewtopic.php?f=198&t=64844&start=25 , but the moderator deleted my reply there and locked the thread, saying he took issue with that thread having been started a few years ago. He kindly allowed members to comment further by starting a new thread (hence, this one ).
Since my moderator-deleted response in that thread gets my main points across, I'll just paste my response from there rather than retype everything (trying to edit for clarity):
(Note: in the quoted thread below, the moderator is addressing another member's post from that locked thread).
-steve- wrote: ↑Tue Jan 30, 2018 11:48 pm...
Another way to look at this is that, one one hand, SB doesn't devote enough resources to answer every single support ticket, so some get dropped- but they maintain this forum and its server, and there are many, many experts here just waiting for a chance to help out, and many of these members are more advanced than your average tech support person. The turnaround time can be fast too.
One common use of the forum is to complain, and another is to tell other users the problem and get an answer that allows you to fix it.
You're certainly welcome to complain all you want, and to add any bitter recriminations necessary to satisfy the angry consumer in you. But the goal of fixing your technical problem is kind of separate from that, and I see you have posted the actual issue you had, and someone has responded with an answer.
I think SB does a fair job of staying viable in the business world. One thing that we do know is that you will not buy a Sonar update in the future.
So - I definitely can see people asking for technical support and thinking the responses they get are confusing and inconsistent.
For example, when they ask on the forum but don't get the support they need, haven't moderators posted things like, "You know, the forum is not official support, for that you must go through the proper channels ...".
And, conversely, when they do go through mysteinberg for that, and it in turn results in no response from Steinberg at all (or it is delayed for weeks or months) ... and then they return to report all that here ... the moderators (as above) acknowledge the obvious that Steinberg's business model doesn't include enough support to even answer each paid customer's request for technical assistance ... and then suggest using the forum for relief .
(But because Steinberg is still "viable in the business world" ... actually, I'm not exactly sure what the moderator's take home message in his last paragraph was supposed to be there. Is it that because they are still in business we shouldn't ask for better technical support?)
It really doesn't have to be this way, so difficult and frustrating ...
Some examples: I have contacted three other companies over the years for technical support in DAW world: UAD, Toontrack, and Syncroarts. Each one of them gives excellent technical support, as a result of live phone support or tech people being active on the forum and answering questions within 1-2 business days. They are "still viable in the business world" as well, last time I looked .
So why can't Steinberg follow business models like those companies, and give good customer technical support? Come on, please make us happy and allocate more resources to technical support for your paying (and very frequently repeat/returning, many times over) customers. I would think the goodwill and word of mouth publicity you'd get as a result would more than pay for the few extra hours of manpower that would take.
Finally, I don't think any discussion of Steinberg support (or at least this one) would be complete without acknowledging and thanking the technical experts who rarely do come on the forum, reportedly out of the goodness of their heart, to help us out ... Thank you !