Steinberg stopped support ? (Mysteinberg)

[jancivil]

Thank you John. You've a very good heart, you and I have a shite history but you're a good man.

I've had three computers stolen in 2017 when I was on the street.

But that rant is really supposed to shame them publicly, not about any plea for anyone to care about me if they don't. I told the chat support guy 'It's a small world', and I don't think this is out-of-line. I think 'they don't have to do a thing for you' is a statement of a poor disposition towards one's fellows frankly. Including towards the person that wouldn't do more, you expect the worst and that's a strength? He [chat support] was really stating a sort of impotence, just a cog in a wheel that spins only the one way in this case.

[noiseboyuk]

FWIW - 2 1/2 weeks on a support ticket and nada. Not even an acknowledgement.

[jancivil]

Pretty bad. Have you been persistent or just patiently waiting for Godot there.

Didn't know this til today, Cubase 9.0.0 projects will open in Cubase 8.5. Only diff for me is Frequency isn't there. Which is the best EQ I know.

[lfm]

FWIW - 2 1/2 weeks on a support ticket and nada. Not even an acknowledgement.

Did you have any response on forum from Steinberg?
Is it your problem with SD3 and track archives mock up order of outs etc?

I acknowledged your problem with track archives(have different nickname on Steinberg forum).

I stopped visiting forum altogether since then. No point really.

And even less point to report bugs - I reported this on track archives dec 2015 - and still no reply - completely gone.

[noiseboyuk]

FWIW - 2 1/2 weeks on a support ticket and nada. Not even an acknowledgement.

Did you have any response on forum from Steinberg?
Is it your problem with SD3 and track archives mock up order of outs etc?

I acknowledged your problem with track archives(have different nickname on Steinberg forum).

I stopped visiting forum altogether since then. No point really.

And even less point to report bugs - I reported this on track archives dec 2015 - and still no reply - completely gone.

Sadly no - no response on forum or on ticket. Maybe 9.5 will fix it allhahahahahaha

[cemster]

So what happened in this pursuit of happiness?
Did the customer support (at that point a Yamaha division, I believe) find time for the little people like your self? (customers) It is what it is...

More importantly, did you get the 9,5 (aka The Cure)?

Well, I am considering to get it. Not because I love to work with it because I wouldn't know!

After Cubase 7,5, I bought 8, then 8,5, then Cubase 9! But the last version I could be able to use for a brief moment was Cubase 8... Which failed to open "the" project (good times!...) and then went into a total despair along with eLicenser. The windows were empty, no writings in the boxes, a total mess...

Yes! After all that I bought 8.5, then Cubase 9! Why? I don't exactly know?!

I suppose, I thought, I would use it eventually, I was building a system and just didn't look into it! Because as soon as I had that problem,
I bought a used Studio One and never looked back! (Although doing video work is really painful but it WORKS!)

Until a week ago! I thought it is time to fire up the Cubase and register it and all... I couldn't register anything further than 8 on my Steinberg, because you have to install and activate it in My Steinberg to register.

I install it but registration is impossible because I can not activate it with all these Shell errors...

They told me that they do not have to give me a direct support!

"My colleague helped you although you are not eligible for direct support."

For the record, she did not do such a thing. On the third email rounds,
she was still trying to brush me off... No help at all, more like directing here and there...
This is what her supervisor suggested:
"You might be encountering a rare issue that occurs on Windows systems that are set to either "Turkish" or "Azeri" language!" Right after threatening me by not answering my requires in the future! I am not going to go into details of "what she said or I" but I assure you, I was a gentleman first and pissed off customer second!

I wrote three (3) emails prior to the warning mail and in all of them,
I specifically explained I don't speak the language... (I live in Turkey)
I don't know where he gets the Azeri?!

There was this tone to his email, very condescending, kind of underrating feel to it... And He was telling me, they don't tolerate people likes of me! Not his words but the insinuation was there...

So that's why I feel like I have to get Cubase 9.5 so that I can get that "Direct Support"!

Because if I want to sell this and I think I do, I still have to sort their mess out...

Anyways I thought this is a good place to put this out there...

I apologize if it was a boring read... (well it is a boring read

[Romantique Tp]

"Direct Support" means Direct *Steinberg* Support, which you're only supposed to contact if you live in the US or certain European countries:
https://helpcenter.steinberg.de/hc/en-u ... ct-support

Users from Turkey are supposed to contact one of the 3 local distributors:
https://www.steinberg.net/en/company/di ... ml#c151389

They were basically trying to tell you that you were talking to the wrong people.

[cemster]

Yes! I am aware of that dumb Yamaha policy!
But, remind you, I have bought all the upgrades from THEM directly! When selling the product,
your geographical placement is not an issue. But if you need support well, that's another ball game...

This wasn't the case before Yamaha stepped in and screwed things up...
Also I did get in touch with local Steinberg distributor...

Well, I am still here, am I not?!

[cemster]

I couldn't see any edit button so I use the reply again...

An update may be required...

Just a day after I posted here I received a mail (I am appreciative of that) regarding my problem.

However, it is too early to early to totally update the tonality of my previous page. But at least there is some sort of caring mechanizim intact. And I believe if you are saying is the case, technically they don't have to care ( Unless I buy the upgrade) which I am all for it in pr, principle. If I am going to work with it I would always like to have the latest (given that it is better working), an upgraded version of the software...

So it will be seen and sure I will update the events...

cheers

[ChemicalBear]

I think Steinberg are "missing a trick" here.

I've been using Cubase since it first came out and am currently on 7.5

I haven't bothered to upgrade because I see little extra "value" in their newer versions and the main thing putting me off from upgrading is their poor and sketchy support.

If they want professional musicians and producers to take them more seriously then they need to provide a useful support service, take on board customer issues and "bugs" and incorporate fixes into newer versions of their software.

I read their "issues" thread occasionally and it's the same old bugs popping up again and again that should have been fixed years ago.

So until Steinberg provide proper customer support and actually listen to their users I'll stick with my stable Cubase 7.5

Are you listening Steinberg? Probably not.

[noiseboyuk]

I think Steinberg are "missing a trick" here.

I've been using Cubase since it first came out and am currently on 7.5

I haven't bothered to upgrade because I see little extra "value" in their newer versions and the main thing putting me off from upgrading is their poor and sketchy support.

If they want professional musicians and producers to take them more seriously then they need to provide a useful support service, take on board customer issues and "bugs" and incorporate fixes into newer versions of their software.

I read their "issues" thread occasionally and it's the same old bugs popping up again and again that should have been fixed years ago.

So until Steinberg provide proper customer support and actually listen to their users I'll stick with my stable Cubase 7.5

Are you listening Steinberg? Probably not.

Strongly agree. Steinberg support has been woeful of late, and far too many long running and very serious bugs.

[chk071]

If they want professional musicians and producers to take them more seriously[...]

Thanks for the laugh. Guess you missed that they're pretty much brand leader. Outside of the professional KVR environment, of course.

I agree though, their support is definitely improvable. I mean, they always got back to me, but, many times after weeks.

[cemster]

Well, they live next door to you...

[aumordia]

Steinberg support is bafflingly poor. There are some really great people working there so I don't understand what's going on. Maybe they only want " low maintenance" customers? I truly don't know. Cubase is in this weird position for me where I think the product is fantastic but the support so stunningly awful that I decided to leave before I had serious issues. Because by all indications if I wind up in a time sensitive crunch they will just leave me high and dry. And I'm a guy who has no problem buying shelling out for the pro version and yearly upgrades.

If they need to raise prices to properly fund support I wish they would just do that. I don't see how their present approach can do anything but backfire.

[chk071]

Well, they live next door to you...

Hamburg is about 300 km's from here. Besides, i wouldn't know how that is relevant to the fact that they're one of the brand leaders. Unless facts are about likes or dislikes now.