How to get support from Steinberg?

[alonl6]

Well.. I have bug in Cubase, and I want to send them the dmp file but because i'm not from the US I can't. they say I need to go to a distributor ..
I find this very weird. distributor Is a seller, not a developer.
Also the support on their forum is very minimal. It seems that the overall support from Steinberg is very low. Weird for a product that expensive.
Honestly if this is the case with Steinberg and as a customer that pays on updates I have 0 support, I'm not sure I want to give them my money.
Any recommendation for daw with good technical support? And I like to hear opinions on Steinberg regarding their support. Thanks.

[WasteLand]

Well.. I have bug in Cubase, and I want to send them the dmp file but because i'm not from the US I can't. they say I need to go to a distributor ..
I find this very weird. distributor Is a seller, not a developer.
Also the support on their forum is very minimal. It seems that the overall support from Steinberg is very low. Weird for a product that expensive.
Honestly if this is the case with Steinberg and as a customer that pays on updates I have 0 support, I'm not sure I want to give them my money.
Any recommendation for daw with good technical support? And I like to hear opinions on Steinberg regarding their support. Thanks.

do they mean with go to a distributor, dropbox for example. it is a strange term for that. so i can be wrong.

the support is, i have never contacted support, sometimes slow, too slow, and sometimes they pick it up, but that is speculation, based on the cubase forum. it is not that they notice it, the problems, or reports, but something is going very slow within the steinberg teams... i think.

i have only one or more experience with support for another DAW, ableton live 10 suite, there sales ánd technical support is great, in my view. dedected a bug, that they thought was gone. it is now in there to-do-list. i have 2 other technical issues, one related to first bug. that takes some time.

[antic604]

do they mean with go to a distributor, dropbox for example. it is a strange term for that. so i can be wrong.

Steinberg is owned by Yamaha, so by "distributor" they usually mean a Yamaha retailer for given country. Hopefully your ticked gets to the one that deals with musical instruments and not motorcycles

But yes, Steinberg's support is practically non-existent

[topaz]

I see you have posted on steinbergs forum, keep bumping that post. someone will reply.

Well.. I have bug in Cubase, and I want to send them the dmp file but because i'm not from the US I can't. they say I need to go to a distributor ..
I find this very weird. distributor Is a seller, not a developer.
Also the support on their forum is very minimal. It seems that the overall support from Steinberg is very low. Weird for a product that expensive.
Honestly if this is the case with Steinberg and as a customer that pays on updates I have 0 support, I'm not sure I want to give them my money.
Any recommendation for daw with good technical support? And I like to hear opinions on Steinberg regarding their support. Thanks.

[tooneba]

Write a letter?

[chk071]

But yes, Steinberg's support is practically non-existent

That's absolutely untrue. They sometimes take longer, but, i always got a reply to my support requests. They also don't close requests before it is solved, or the person requesting support hasn't answer for XX days.

[jancivil]

the forum is not support, it's civilians basically

https://helpcenter.steinberg.de/hc/en-u ... ct-support

but because i'm not from the US I can't. No, that's incorrect. Steinberg isn't an American company. You've leaped to conclusions that aren't how it actually is.
When you do contact support & take out a support ticket, I would recommend keeping a cool head about it.

A *bug* btw is when your issue has been replicated widely in a general sense.

[antic604]

That's absolutely untrue. They sometimes take longer, but, i always got a reply to my support requests. They also don't close requests before it is solved, or the person requesting support hasn't answer for XX days.

Well, I really doubt some Polish branch of Yamaha Europe will help me with Cubase Pro's compatibility on high-DPI screens... So maybe it does exist, but it's not nearly on the same level of approachability as Bitwig's, Ableton's, Propellerheads' or even Presonus'

[chk071]

I can understand that pointing to distributors could be a problem. My guess is that they want to provide native speaking support in some countries, thus will rather point to distributors, which will probably contact the Steinberg support then anyway.

Would help to know what's the issue exactly. Maybe someone who has a direct link to Steinberg could report it then, if it is really a bug (maybe it's specific to the OP).

[Blaster]

There is a My Support page in MySteinberg on the website. I'll assume that is the fastest way. If you want phone support, check the link jancivil posted.

[jancivil]

There is also chat support. I was sorted on Wednesday with an activation issue for a trial (it was user error )
You seem to be speaking English and the reference to distributors almost certainly is an expectation of a language barrier.
Take out a support ticket as though you're American. Be pro-active.

[jancivil]

And yeah, reveal your issue here, we can see if it replicates. A phone call, I can't know how problematic that is but this is the least time-consuming way (except for chat, and I don't know how far they'll go).

I've had generally good-to-outstanding support but with one thing which was abysmal.

[antic604]

And yeah, reveal your issue here, we can see if it replicates. A phone call, I can't know how problematic that is but this is the least time-consuming way.

I've had generally good-to-outstanding support but with one thing which was abysmal.

Ok, I'll pretend I'm american.

Basically, my issue is on high-DPI screen (Surface Pro 4) and with Arturia plugins (all of them). They open with content stretched in the VST window, so for example DX7-V shows 4 sliders and 1.5 octave of keyboard keys, with the rest "outside" of the VST window and I can't scroll. Also the VST logic seems to be decoupled from what's on screen, because the sliders & keys don't work, but I can access the menus up top the VSTs, even if they're not drawn there...

It's weird, because other plugins that don't scale automatically on high-DPI screens but - like Arturia's - allow you to choose different size GUIs (e.g. U-He, Spire, kiloHearts) work fine. Also Arturia's plugins work perfectly well in Bitwig or Live on the same hardware.

I also mailed Arturia about it, who have a *normal* support form BTW, because it's perhaps something both companies have to address.

[chk071]

There is a My Support page in MySteinberg on the website. I'll assume that is the fastest way.

Righto. Isn't that available for everyone?

[jancivil]

It states <"mostly" for the following countries...>, then indicates distributors in some other countries. I do not take that to mean you're SOL, ie., I think if you can express your issue in English, German, French, Spanish or what-have-you you submit a ticket.

You can get a chat representative in very little time, for me it was like 5 seconds Wed.