KVR Audio

jancivil · Post by **jancivil** » Wed Sep 20, 2017 9:07 pm

Computer was stolen, a laptop. It's gotten really bad here.

So this is a type of identity theft.

Today, Yamaha support phoned me and one guy is looking into the fact of my purchase of Cubase Pro 9 back in January. At first a chat person informed me that she couldn't do anything with my billing address and bank information, 'that's sales' which is separate. Then she said she would have someone get back with me, and that person is going to bridge that divide and see what transpires.

There is next-to-no likelihood this thief could figure that out even looking at my bank account online, because this is a canceled card and I can't even get that type of thing from my online account, I have to know things to get access that this guy (not a hacker, just clever enough to click on bookmarks and do what I can do, which is change log-in.) won't have.

My day was ruined by that Allessandro moron, who replied again only to reiterate he needed a police report. Like that proves a damn thing in itself.
The amount of sheer information I have about my history with them meant nothing to that asshat, but this does.

jancivil · Post by **jancivil** » Wed Sep 20, 2017 10:22 pm

Oddly, the support turned completely around once I no longer approached it as an extant customer and was a random entity hitting the 'chat' button.

The email I got asking for my phone number was from YAMAHA.

fmr · Post by **fmr** » Thu Sep 21, 2017 9:37 am

jancivil wrote:Computer was stolen, a laptop. It's gotten really bad here.

So this is a type of identity theft.

Today, Yamaha support phoned me and one guy is looking into the fact of my purchase of Cubase Pro 9 back in January. At first a chat person informed me that she couldn't do anything with my billing address and bank information, 'that's sales' which is separate. Then she said she would have someone get back with me, and that person is going to bridge that divide and see what transpires.

There is next-to-no likelihood this thief could figure that out even looking at my bank account online, because this is a canceled card and I can't even get that type of thing from my online account, I have to know things to get access that this guy (not a hacker, just clever enough to click on bookmarks and do what I can do, which is change log-in.) won't have.

Sorry to hear that. Hope you manage to get things sorted out. I think it's just a matter of keep calm, and explain things up to the extent thay will not have other way out except agreeing with you. Anyway, a police report (I presume you filed a complaint) would not hurt, IMO. It's just essentially bureaucracy, but...

jancivil · Post by **jancivil** » Thu Sep 21, 2017 9:18 pm

thanks Fernando

SODDI · Post by **SODDI** » Thu Sep 28, 2017 8:10 pm

It could be worse - you could actually get Steinberg support and then they would proceed to f**k you over 9 ways to Sunday.

Last time I dealt with them, Jeff Deno in their support department changed my user name and sign-in password without my permission.

jancivil · Post by **jancivil** » Wed Oct 04, 2017 12:09 am

jancivil wrote:Oddly, the support turned completely around once I no longer approached it as an extant customer and was a random entity hitting the 'chat' button.

The email I got asking for my phone number was from YAMAHA.

it seemed to. Then I got another idiot who had evidently skipped over the entire story or just didn't think to ask, simply reiterated the principle fact I started with {the account there is not mine, which is gone} like it's satisfied the issue, case closed. So I have to start all over.

but worst of all so far is IKMM: viewtopic.php?f=4&t=491857&p=6887023#p6887023

CF: most recent post [today]

SODDI · Post by **SODDI** » Tue Oct 24, 2017 9:48 pm

jancivil wrote:
jancivil wrote:Oddly, the support turned completely around once I no longer approached it as an extant customer and was a random entity hitting the 'chat' button.

The email I got asking for my phone number was from YAMAHA.
it seemed to. Then I got another idiot who had evidently skipped over the entire story or just didn't think to ask, simply reiterated the principle fact I started with {the account there is not mine, which is gone} like it's satisfied the issue, case closed. So I have to start all over.

but worst of all so far is IKMM: viewtopic.php?f=4&t=491857&p=6887023#p6887023

CF: most recent post [today]

I know that this is like closing the barn door after the horses have run off, but there is gear insurance for musicians that covers software as well as hardware. I searched for it and saw a quote for $150 per year - but you may be able to get it cheaper.

I tried to talk to my insurance agent about such a thing to attach as a rider to my homeowner's insurance policy, but he completely didn't understand at all.

I dunno - I definitely would not have the patience you've shown dealing with these companies and would be in full freakout mode. So for $150 or less, it would simply be - new computer, new software, I ain't dealing with those people trying to straighten out a mess.

jancivil · Post by **jancivil** » Tue Oct 24, 2017 10:56 pm

I'm going to have to choose eating over buying insurance. thanks for that quote, though

IKMM turning around making my account kaput all over again was someone's honest mistake or so his story goes, but as it was the one guy taking blame... I say it's fine, so they made it right.

The only thing insurance would do is address the dongle losses at VSL and I would if I could.

tapper mike · Post by **tapper mike** » Sun Oct 29, 2017 3:48 pm

Stories like these are why I miss working tech support for a software company. No seriously. At SZ I would answer 200 calls a day. No call would wait more than 24 hours before getting a response from a real person. From then depending on the issue and the amount of information it would be fully resolved in one to two responses. Computer or identity stolen... No problem answer a few questions and I'll re establish you with your account and information on how to get your software back.

You know who else is great with customer service? PG Music. (Band in a Box) Acoustica (Mixcraft)

jancivil · Post by **jancivil** » Wed Nov 01, 2017 7:18 pm

Useless idiocy from Voxengo on this issue, fuggin guy can't be arsed to read my email at_all, same exact mindless response as Steinberg there and 8Dio's guy essentially accused me of distributing one thing because of the '10 downloads' which weren't me. I will never in my life buy from either again.

jancivil · Post by **jancivil** » Thu Nov 09, 2017 8:31 pm

Cubase license still can't happen. So much wasted time. I can prove the purchase but the thief gets to have an activated Cubase Pro 9 off of me. Simply because I don't have the dongle or a computer which it was ever connected to. A thief who stole from a cripple in a wheelchair. I now agree with everyone that hates Steinberg as an entity.

NI, IKMM, iLok, SonicCouture, SoundToys all restored my account. There are others I'm blanking on. Steinberg told me essentially to go f**k myself, repeated failure to help me. 8DIO blocks one thing even as I still have the account. Voxengo, no help at all. Good thing I never bought much from either.

Soundplex · Post by **Soundplex** » Thu Nov 09, 2017 8:45 pm

None of them has to do anything for you. Some of them do as a gesture of goodwill. And if you write your mails and requests like you act in here, I can understand the companies to 100%. Acting like a b**** in a forum (especially if the ones that could help you read these topics too) won't get you anywhere. I feel sorry to what happend but after reading your posts I don't feel sorry for you.

Btw I've heard many "someone stole this" or "oh my dongle is broken I swear but I can't send it to you" when working as tech-support. Because of the many rip-offs there are strict policies and everyone can read about them. Of course this is unfortunately bad for the 1 in 1000 cases where it's true.

SJ_Digriz · Post by **SJ_Digriz** » Thu Nov 09, 2017 8:52 pm

Soundplex wrote:None of them has to do anything for you. Some of them do as a gesture of goodwill. And if you write your mails and requests like you act in here, I can understand the companies to 100%. Acting like a b**** in a forum (especially if the ones that could help you read these topics too) won't get you anywhere. I feel sorry to what happend but after reading your posts I don't feel sorry for you.

Btw I've heard many "someone stole this" or "oh my dongle is broken I swear but I can't send it to you" when working as tech-support. Because of the many rip-offs there are strict policies and everyone can read about them. Of course this is unfortunately bad for the 1 in 1000 cases where it's true.

I don't agree with you at all. Any company that forces copy protection of this sort should assume a level of responsibility for resolution. It should be as simple as disabling the existing serial number and re-issuing a new dongle with the new serial number to the verified owner. Hey, if they want to charge for the new dongle ... great. I could see that. But, doing so would serve two purposes. It gets rid of the existing license rendering the thief short lived as soon as a sync is performed the first time. It gets a verified user back in on their feet. I'm a long time customer of Steinberg and I have no ill will towards them. But this story does make me concerned about their approach to customer service around a copy protection scheme they created for themselves.

topaz · Post by **topaz** » Thu Nov 09, 2017 8:57 pm

I sent a report about groove agent 4 crashing live 9 on Mac.

This was 3 weeks ago.

No reply.

Soundplex · Post by **Soundplex** » Thu Nov 09, 2017 9:07 pm

SJ_Digriz wrote:I don't agree with you at all. Any company that forces copy protection of this sort should assume a level of responsibility for resolution. It should be as simple as disabling the existing serial number and re-issuing a new dongle with the new serial number to the verified owner. Hey, if they want to charge for the new dongle ... great. I could see that. But, doing so would serve two purposes. It gets rid of the existing license rendering the thief short lived as soon as a sync is performed the first time. It gets a verified user back in on their feet. I'm a long time customer of Steinberg and I have no ill will towards them. But this story does make me concerned about their approach to customer service around a copy protection scheme they created for themselves.

The dongle handling is pretty easy. If it's broken send it to them, you'll get a new one with all your licences on it. If it got stolen or you lost there is no way to prove you tell the truth. Back then there was no way to disable licences from the distance (which is one strength of the dongle). This means that way theoretically someone could gather licences multiple times and when simply working with a host that cannot connect the outside these licences will probably stay valid forever. That's what I meant with the rip-offs, developers get confrontated with this behavior all the time. And that's why there is a strict policy.

Steinberg stopped support ? (Mysteinberg)