Steinberg support representative just lied to me ? or he doesnt know cubase
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- KVRian
- Topic Starter
- 791 posts since 24 Apr, 2008 from USA
first I contacted chat support but was told right way " call this number ... "
called them, while i was on hold, they kept mentioning their online chat support if I dont want to wait any longer for the representative.
so the issue I had was that when recording midi in key editor the notes werent merging, and the "record in key editor" button was missing.
the support guy said he'll check it on his system,
few minutes later says its doing the same thing on his system and it must be a new feature.
after the call I went deleted all Cubase 10 preferences, and now everything is working properly again.
so now I'm wondering, did steinberg rep also had his Cubase 10 installation with corrupt preferences as well ?
or did he just lied to me ?
called them, while i was on hold, they kept mentioning their online chat support if I dont want to wait any longer for the representative.
so the issue I had was that when recording midi in key editor the notes werent merging, and the "record in key editor" button was missing.
the support guy said he'll check it on his system,
few minutes later says its doing the same thing on his system and it must be a new feature.
after the call I went deleted all Cubase 10 preferences, and now everything is working properly again.
so now I'm wondering, did steinberg rep also had his Cubase 10 installation with corrupt preferences as well ?
or did he just lied to me ?
Macbook M1 Max 32GB Ram Cubase 12
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- KVRAF
- 1996 posts since 16 Jan, 2013 from USA
I'd go down a whole list of things before I'd accused someone of lying.
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- KVRian
- Topic Starter
- 791 posts since 24 Apr, 2008 from USA
well, I spent like 20 minutes on the phone with him, trying to prove that its not the way is should work and he just kept telling me "yea its been changed for version 10"
Macbook M1 Max 32GB Ram Cubase 12
- KVRAF
- 6113 posts since 7 Jan, 2005 from Corporate States of America
Sounds to me like support is as in the dark as users are. Not a good sign. If they have to work it out on their own, and run into the same bugs...
- dysamoria.com
my music @ SoundCloud
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- KVRist
- 132 posts since 23 May, 2017
Sounds to me that unlike on a customer machine, the support has no obvious reason to assume the preferences on their dedicated machines are messed up in any way and therefore think it's very likely rather a feature/something removed than a bug. I'd not say he lied but came to the wrong conclusion. Btw I also wouldn't expect support to know of every little thing changed or any minor feature added in a big list and thus not being able to quickly help in a 20min phone call. I experienced those hotlines are more for the user error questions or FAQ, else mail is the better alternative.
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- KVRAF
- 8494 posts since 5 Aug, 2009
Sadly i can only tell that in my experienceS the support sucks!
Im unsure to activate cubase cause i wanted to try a new daw longer than the demo period.
Im unsure to activate cubase cause i wanted to try a new daw longer than the demo period.
DAW FL Studio Audio Interface Focusrite Scarlett 1st Gen 2i2 CPU Intel i7-7700K 4.20 GHz, RAM 32 GB Dual-Channel DDR4 @2400MHz Corsair Vengeance. MB Asus Prime Z270-K, GPU Gainward 1070 GTX GS 8GB NT Be Quiet DP 550W OS Win10 64Bit
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- KVRist
- 99 posts since 16 Apr, 2018
At least you have support. I don't. It's depends on your country, but for me, they simply say that I need to go to the reseller. I don't know what to think about this.. don't know if it more funny or more stupid. The reseller is a shop owner, not a developer or a support specialist for cubase.
I don't want much.. really, but the minimum is at least give me the option to send bug reports.
For now I had enough with them so I don't use their products anymore.. I don't want to give such company money.. although cubase is a great daw. I think their mentality still stuck in the 90's like many companies in the audio industry unfortunately
I don't want much.. really, but the minimum is at least give me the option to send bug reports.
For now I had enough with them so I don't use their products anymore.. I don't want to give such company money.. although cubase is a great daw. I think their mentality still stuck in the 90's like many companies in the audio industry unfortunately
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- KVRAF
- 3368 posts since 2 Oct, 2004
Well if it was doing the exact same thing on his system then maybe he wasn't lying. He just didn't know it was a bug not a feature. You should have advised him to delete his preferences like you did to solve the issue.
Orion Platinum, Muzys 2
- KVRAF
- 25053 posts since 20 Oct, 2007 from gonesville
Well, I don't know how the assumption a support person's machine is so clean 'Cubase preferences can't become corrupt' works either; it's a definite thing which experienced users, two here in thread, would try next if not first. I did immediately, it's inexplicable to have it work and stop working. Other software, same exact thing, too.
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- KVRian
- Topic Starter
- 791 posts since 24 Apr, 2008 from USA
I believed him at first , believed that that's the way midi recording works in cubase 10. But only decided after the phone call to try trashing preferences.
Macbook M1 Max 32GB Ram Cubase 12