KVR Audio

falconi · Post by **falconi** » Fri Apr 22, 2005 9:23 am

Has anyone had any good dealings with the support people at Steinberg ?

I recently bought a copy of Cubase SE, not the best version but hey money was a bit tight and I wanted to ensure I liked the range so i could upgrade if I wished.

14/Apr I requested support for an issue of REX loops not saving and opening correctly via the website.
I got a quick mail through saying it I would receive a full answer withing 24 hours but nothing (now 8 days later).

Is this normal with this firm ?

cptgone · Post by **cptgone** » Fri Apr 22, 2005 10:00 am

Don't remember if I ever tried their support, but you could post at the cubase.net forum, lots of knowledgeable people there...

falconi · Post by **falconi** » Fri Apr 22, 2005 2:16 pm

Thanks I'll try that. See if I can get an answer

cptgone · Post by **cptgone** » Fri Apr 22, 2005 2:36 pm

There's also a Knowledgebase (or something like that) over there...

Stupid American Pig · Post by **Stupid American Pig** » Fri Apr 22, 2005 2:40 pm

Even though I dont use cubase, I am going to defend their tech support. Any application with ~ 1,000,000 users that is as complex a program as cubarse is bound to generate tons of support requests. I used to support software with a user base of about 10,000 people and we had more support requests per day than 8 people could handle(roughly 75-100 per person per day)

cptgone · Post by **cptgone** » Fri Apr 22, 2005 2:49 pm

Another thing: I DLed the last SX2 update yesterday and it included a Known Issues file...

falconi · Post by **falconi** » Fri Apr 22, 2005 4:59 pm

S_A_P® wrote:Even though I dont use cubase, I am going to defend their tech support. Any application with ~ 1,000,000 users that is as complex a program as cubarse is bound to generate tons of support requests. I used to support software with a user base of about 10,000 people and we had more support requests per day than 8 people could handle(roughly 75-100 per person per day)

I'm not knocking them, just that they promise an answer within 24 hours and I havent heard a thing for 8 days.
I'm sure that it is a simple problem that could be rectified.
The Steinberg site hasnt got the answer in its knowledge base.

ps: like the Cubarse bit

JonathanDragonDJ · Post by **JonathanDragonDJ** » Fri Apr 22, 2005 9:34 pm

have u tried calling?
that usually helps big time
you're a lot more likely to get help over the phone
at least in my experience with cubase probs

falconi · Post by **falconi** » Fri Apr 22, 2005 10:51 pm

yep, tried it, rings and rings and rings.
Ive found people with the same prob on the cubase.net site as well.

Someones put in a possible solution but it makes no difference.

Guess big companies arent that bothered unless people buy their flagship products.

TankGirl · Post by **TankGirl** » Fri Apr 22, 2005 11:34 pm

You probably need to download and run the Rex shared library update:

http://www.propellerheads.se//download/ ... ibrary.zip

cyanogen · Post by **cyanogen** » Sat Apr 23, 2005 12:21 am

Have you tried the forums at Northern Sounds?

http://www.northernsounds.com

falconi · Post by **falconi** » Sat Apr 23, 2005 7:31 pm

thanks Tankgirl but makes no difference unfortunately. Gonna bombard them with phone calls Monday, judging by the Cubase.net site it seems i'm not the only one with the same problem.

Steinberg tech support