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

[loachm]

...Steinberg's customer support is generally regarded shit - I had similar experiences. Two times I asked for help and I received a reply months later. But they answered immediately when I sold SX2 seven months ago and also immediately when I bought C4. So I can't tell anything bad about the registration service, but may be they are very slow at Steinberg Germany in replying international requests...

[zottelbaer]

It depends in which country you are.
I am from Switzerland and a few months ago reported a problem to Steinberg.de and the distribution here in Switzerland, both of them reacted very quickly.
So can't say anything bad from my personal experience.

[fgimian]

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.

Well they sure ain't getting a cent from me for C4 unless there's a demo. I'm hoping Ableton 7 will be my next host

In Australia, if you speak to the distributor, they are half decent. They respond to queries but not being developers, they can only help so much. The best they can do is advise Steinberg of a problem ... just like what we all do on their forums. i.e. it gets ignored.

On the forums, they are terrible too. A feature omission (stereo ReWire channels) was noticed in C4 by a member sometime just after C4 was released last September / Augst ? ... well ... it still hasn't been fixed which means you can't open older projects that use this feature. Now that's truly terrible and extremely unprofessional. I wonder how Apple are in this regard ... or Digidesign. I know Cakewalk and Ableton are generally not bad.

Cheers
Fots

[bduffy]

I thought you only get one ReWire channel and the rest are mono?

[fgimian]

Not in SX 3.1 They had actually allowed you to group stereo tracks by holding down Alt and clicking.

It was extremely buggy in 3.1 but the feature was there. Now in 4, it's gone again

Cheers
Fots

[danielmm]

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

I finally gave up on Steinberg. I gave them my business for years...but while they dragged their ass sending me the upgrade to C4, I changed my mind and bought a Mac and use Logic now. I've heard Apple is equally poor with regards to customer service but the fact of the matter is that I haven't had to use it.
It's too bad about Steinberg because the actual product is a good one for the most part...I just can't stand being ignored.
dano

[bduffy]

Not in SX 3.1 They had actually allowed you to group stereo tracks by holding down Alt and clicking.

It was extremely buggy in 3.1 but the feature was there. Now in 4, it's gone again

Cheers
Fots

Oooh...I think you tipped me off to that awhile back. But did they ever say that was a feature of v4?

[rektek]

but lets not forget that just like amost every other business; there are good and bad people working everywhere.

the reality is that there are probably a bunch of underpaid and unhappy campers who hate their job and for some reason maybe a high percentage of unhappy ones specificaly at steinberg usa; maybe they have a asshole idiot boss (maybe hes republican

keep trying i guess till you stumble upon a decent person

[fgimian]

Not in SX 3.1 They had actually allowed you to group stereo tracks by holding down Alt and clicking.

It was extremely buggy in 3.1 but the feature was there. Now in 4, it's gone again

Cheers
Fots

Oooh...I think you tipped me off to that awhile back. But did they ever say that was a feature of v4?

Not officially but ... it's yet another "dropped" feature which was so so so useful. The fact that it was in 3.1 and 3.11 meant that you could save songs that used the feature. This omission would make those tracks completely unusable in C4. We'd also be back to using Groups for Stereo ReWire channels too which sucks !

Cheers
Fots

[dreaddd]

guys i have some GOOD news on my side ..i ll get back with a proper posting later, but ill let you know this...
Steinberg is actually reading this thread (hello Chris
and damn if it was useful for me to start such a thread!
Im finally looking forward to make the license transfer and have my registered Cubase copy at the end...
YAY
Peace

[dreaddd]

so so so...i finally had a reply from Steinberg.de and the mood wasnt that happy about what they read here...
they even managed to put a quote of what i said in particular the sentence about "maybe naming H20 will put some pepper on their ass enough to reply" LOL
to me it sounds amazing a company sounds to be more pissed off for the H20 quote than in the same thread being biten on the jugular by many registered users of their programs, but hey! its not my biz, its their own...
if they feel comfortable doing like that, ill let em have it without any problem for me (of course unless its hurting my customer rights )
so anyway , dear Steinberg...what about reading thru KVR audio site how many people are complaining about the support? not even mentioning about the bug fixes that lots of the time dont happen at all at the end even when publicly promised?
I mean, I started to love Cubase in the Atari days, went on using it on records and also in studios i worked in, so definitely i would love to have a company that works well on the support side for my main host i love so much, enough to have bought instead of getting a cracked copy, and I dont think im demanding the moon with that....seriously: i would be happy to be able to say once "hey Im very happy with Steinberg"

Ill avoid quoting the mail Chris from Steinberg sent me only because i respect privacy rights and dont want to turn this thread in some further total war against them, but they should really be aware of the state of things going on between their supporting customers, as shown during the years of complaints i read (not on this thread only...)
Ill quote here my reply instead (minus the part thanking them for giving me finally the info for doing the trasnfer process), in which i needed to point out a couple of things to them, as they seem to be reading this thread

only, please, allow me to point out a couple of things on
your reply

"we do not provide support on the weekend at
Steinberg Hamburg. "

my first email was sent like 8 days ago, it wasnt the one
that got this reply, but instead another one sent on 30th of
April,
so it was 8 days not a single weekend (ok there was workers
day in the middle, I'm aware of that) and i can understand a
delay, but the fact is that hearing dozens of people not
having a single line of reply in weeks about problems they
were
having with their own copy of Cubase or to clear transfers
details was starting to frighten me to be able to catch the
deal with the seller I'm buying from. And i'm not referring
only to the thread you were quoting on kvr audio,.. i refers
about LOADS of people heard during the years that couldnt
have ANY kind of reply or eventually replies delayed of
months about their problems with their paid software, so it
wasnt not only me being paranoid as far as i can see.
Plus the VERY KIND guy at Steinberg US, Jeff, did reply to
me even if it wasnt his business, since I'm from Italy and
not from US, in less than 2 hours..to the seller im buying
from, he also replied in 45 minutes...


"Perhaps this link http://www.imsta.org/ can give you some
background information about software companys and how they
think about cracked software."

thanx, but i already followed well the whole H20 vs
Steinberg debate on your forum at the time and even outside
of your company forum and I'm pretty informed about what
Steinberg thinks about cracked software..w
ith that said i still believe that
a way to avoid having a part of cracked software going
around the web is giving a strong support to users that paid
hundreds of euros for your company applications license, and
it's not a legend or an internet myth that many registered
Steinberg users complain about the support or even
eventually gave up and sold the application. (a clear
example of that its all in the kvraudio thread you're
quoting on this reply, i hope that Steinberg customer care
office took care to read even the rest and not only the
quoting-H2O
sentence, isnt it?)
I dont care much about particular tech support only because
I'm using cubase in studios since years, so since I'm
needing
it now for my personal use, i surely won't switch to a
different
sequencer...otherwise those would have been points that i
surely would have considered in my choice of audio vst host
for working.
You're also quoting the imsta.org site...well while throwing
energy and resources on educating users to pay the software
they use (using imsta site words) (thing that is your full
right of course, noone is denying it), in my opinion
Steinberg should also try to invert a trend thats going on
since ages about a quite reknown lack of customer care.
Maybe this can be my first Steinberg registered program,
but, as i happened to work in the last 10 years and more on
music anyway, i know a things or two myself about how your
support works, since the studios i was working on and many
friends involved in the music biz as well had and still have
LOADS of
problems with that.
A friend of mine totally gave up and sold his cubase copy,
for instance, after having tried to have an answer SEVERAL
times about a tech problem, as well as some other ones in
the kvraudio thread you pointed out.
Sorry ,but i still think that maybe if I got an answer right
after a couple of days with the thread going on kvraudio
throwing out a hell from Steinberg users towards the company
(and
hence making a further bad reputation of your company),
could even not be a coincidence.
Anyway, I hope Steinberg will prove that i was actually
wrong the next time I (or some other user I know) will try
to get some help through the customer care support.
Some people like me that are no more pro musicians put a lot
of effort to be able to afford Cubase or other Steinberg
application while paying the rest of the bills to live,
while we
could instead easily grab a warezed copy (yes Cubase 4 didnt
got
cracked but I need SX3 and not Cubase 4, at the moment, so
it could be damn easy for me to grab down a copy on p2p or
some other warez site), and my opinion is that we should
deserve at least have some support when asking questions
that arent pointless.
I hope to get back to Steinberg customer care, next time
I'll need ,without the need of naming H20 on a thread.

With that said, no personal feelings involved, i wish you
all the best
Best regards

Peace out to everyone

[Sascha Franck]

Dudes, Steinberg support in general is horrible, nothing else but that.
But, compared to Apple support (I'm now a Mac-musicmachine-user), it's just stellar. I mean, there's no Apple support, not even bad support.

[dreaddd]

lol i only hope i wont have to raise such a hell everytime i need support
it would be a nicer world avoiding such an hassle
Peace

[Braindrop]

A *reply*? From *Steinberg*???

Hahahahahahahaha.

Don't count on it...

[telephone]

For years i was Cubase user, of version 3.5 or something. Until SX 3.1.......... Now happy Ableton Live user.... and with great support. Steinberg read their forum and see what you can learn from them. Also take a look on their frequent updates.