KVR Audio

dreaddd · Post by **dreaddd** » Fri May 04, 2007 4:39 pm

has anyone experiences on dealing with info(at)steinberg(dot)de ?
its a whole week i try to contact them (as adviced from Steinberg US) and not a single line dropped..
does it generally takes such long time to get a reply? do they even reply generally?
no hurry particularly for me, but i hate to keep another person (ie, the seller) in "suspended mode" for such long before starting the final buying deal
if anyone has hints about that, enlighten me pls
PS i need only, after that, to get access as registered user to the forum and the site at steinberg.net, so unless im upgrading (and i wont do it for long time) i shouldnt have to deal with the italian distributor, already contacted and not helpful at all)
Peace

rektek · Post by **rektek** » Sat May 05, 2007 1:35 am

if you have a question that they cannot answer; they will ignore you

there is a huge debait/complaint on steinberg forums about midi control and the lack of a learn function. i dont know how many pages deep it is now, but the topic has shifted to how much they ignore their customers if asked a question they dont like (kind of like your thread post)

diverdee · Post by **diverdee** » Sat May 05, 2007 1:38 am

They are pretty diabolical.

Dewaine · Post by **Dewaine** » Sat May 05, 2007 1:50 am

5+ years ago I "tried" to use Cubase. I will admit, customer service is weak with all the major players. But Steinberg sets the bar higher everyday. I have not used their software for over 5 years, yet I believe they actually hate you if you are a customer. It's like they tolerate you for a while, but turn on you with a vengeance. The dongle is a clue, but in reality just the beginning. I sent emails to their "customer service", but other than the automated response, I never heard a peep. What I did was simple, I never used their product again.... in my case SL 1. And so they lost all the upgrade and version money. Smart to ignore me Steinburg! I wonder how many more are out there like me? I have not used their product for years, but I hope it has improved. If they were a bit more interested in the customer, I might try them again. But as it is, I am not a fool.

Okay, had a moment to calm down. I guess the issue for me was at that time Cubase was a great host, but because of their poor customer service I ditched them. I would think they would be better now.

bduffy · Post by **bduffy** » Sat May 05, 2007 1:55 am

Actually, I wrote them asking why they didn't have a Cubase demo, and I got a response right away. Maybe mention that first?

G&L_player · Post by **G&L_player** » Sat May 05, 2007 1:56 am

dreaddd wrote:has anyone experiences on dealing with info(at)steinberg(dot)de ?
its a whole week i try to contact them (as adviced from Steinberg US) and not a single line dropped..
does it generally takes such long time to get a reply? do they even reply generally?
no hurry particularly for me, but i hate to keep another person (ie, the seller) in "suspended mode" for such long before starting the final buying deal
if anyone has hints about that, enlighten me pls

I had contacted them about 6-7 years ago by phone at their CA (LA) number, and had an awful time! The girl who took the order blew it off and left for her Christmas Holiday, which set the order back about 30-45 days. Then, she denied she did it...was a mess.

However, a few years ago, I was able to get them to send me an update for Magneto (v1.5) and the Mastering Suite...didn't have a problem. Come to think of it, I also acquired my SX/SL updates a few years back, as well, without a hitch. FYI: this was their LA,CA office, if memory serves.

So, I'm not sure what number you're calling, and I really don't know what the best avenue is from Venezia and don't have any experience accross the pond. Sorry.

chicken muffin · Post by **chicken muffin** » Sat May 05, 2007 2:48 am

you know, i remember calling steinberg one day and asking them a cubase question i had. the guy was so cold sounding. and as soon as i said that i didnt own it yet he got even colder. like he wasnt being mean there was just a complete lack of appreciation for me as a potential customer. its like he didnt care. BUT that same day i called cakewalk for support and asked about sonar home studio. man the lady was soo sweet! all she wanted to do was help me! she was soo so sweet and friendly

bluepride · Post by **bluepride** » Sat May 05, 2007 3:03 am

Generally speaking, Steinberg does not interact with customers.

Don't get me wrong - I'm a huge Steinberg fan and I am an avid Cubaser, but customer support is not really Steinberg's thing.

Even their "cubase.net" forum is really a place for users to interact with each other, Steinberg generally stays silent.

I wish they took customer support more seriously. I think it would be better for everyone if they did.

dreaddd · Post by **dreaddd** » Sat May 05, 2007 3:41 am

all right boys now im really shitting in my pants

jokes apart thanx everyone for the feedback..
I started to use Cubase like 10 yrs ago (god im old

) so i definitely had to get that one, after ages relying on a borrowed copy of old VST 5.3 that served me so far..in the last 2-3 years i had a growing number of compatibility problems with all the newer plugs so i def had to take a leap towards the ...errr ...almost future...(since i wont go Cubase 4 no way for the moment)
I only asked to them (adviced to do like that from the VERY kind guy at Steinberg US) if it could be possible to send the info for the seller and the buyer to get access to the forum and register the app online, but i fear i wont ever receive a single line from them
with that said, i already had decided before this and these last events can only confirm that, that once i will have a registered Cubase copy and a registered HALion one, I wont shed ANY further buck for any other brand behaving like that

why they didn't have a Cubase demo, and I got a response right away. Maybe mention that first?

or even better i could write to them kindly saying "okie i give up ..i wanted to buy Cubase, but seeing your support for customers i guess ill ask H20"

since the wounds are still painful for how they got buzzed from H2O at the time, maybe that could put some pepper on their ass enough to reply

lol
god what a pain ...not only you need to pay, you need even to sweat to get an app after you pay for it
time for new laws towards the customer rights in the software business in many nations i d say

thanx again to everyone
Peace

Patrick de Caumette · Post by **Patrick de Caumette** » Sat May 05, 2007 4:05 am

I find that it's easier to contact Steinberg Germany from the US than it is to get anybody from Steinberg USA to pick up the phone,
What are these guys paid for?
The US office seems to be a joke...

dreaddd · Post by **dreaddd** » Sat May 05, 2007 4:14 am

damn they have the roles inverted then....
after not having success with italy and germany so far, a week ago i mailed to US and got a reply...
nice move Steinberg...i guess at steinberg de they wanna be paid in dollars and at steinberg US in euros then
Peace

contrary · Post by **contrary** » Sun May 06, 2007 5:37 am

Well in the U.S. ,the one time I tried to contact them ( 2 years ago) the support operators where in the mid west and quit at 5 central. That meant that I had to call before 2 from the west coast or you just got the machine ( had to call from work the next day) , when I did get ahold of one of them, the vibe was that they were totally slumming by talking to a PITA customer; cold, aloof, doing me a favor by merely alowing me to speak in there direction. No solution to the problem was provided. ( my computer was at fault , of course!)
Needless to say , I went another direction, and after hearing about the recent debacle of promising the last fix patch for sx3 and then abrubtly saying " got better things to do now" back stabb on there customers , I think I made the right move!!

fgimian · Post by **fgimian** » Sun May 06, 2007 5:47 am

bduffy wrote:Actually, I wrote them asking why they didn't have a Cubase demo, and I got a response right away. Maybe mention that first?

Just curious, how did they answer this one, I've been asking for a demo (as have so many people) on the forums for ages now...

Fots

bduffy · Post by **bduffy** » Sun May 06, 2007 5:57 am

soundpalace wrote:
bduffy wrote:Actually, I wrote them asking why they didn't have a Cubase demo, and I got a response right away. Maybe mention that first?
Just curious, how did they answer this one, I've been asking for a demo (as have so many people) on the forums for ages now...

Fots

Damn, I have the email at work, I think - so I can't quote it, but I believe they claimed they could not provide a demo becuase of the copy protection, and pointed out they ship Cubase LE free with dozens of other audio interfaces as an alternative. So, either buy an EMU 0404 just to check out Cubase LE, or...buy Sonar.

What I don't get is: if they can't disentangle Cubase from the dongle code (proving that stuff that the hackers said, btw), how come they can provide Cubase LE? And why don't they provide a crippled LE as a demo? It's weird.

Strange company.

Jazzyspoon · Post by **Jazzyspoon** » Sun May 06, 2007 6:08 am

They have actually been quite gracious with me over the years. Perhaps I am an anomaly, but i haven't had any problems thus far getting quality customer service from them. (almost 6 years now) Just my 2 cents.

steinberg.de - do they reply generally? it seems they do...