KVR Audio

J-909 · Post by **J-909** » Fri Jul 07, 2017 9:09 am

What's up everyone,

Just to know if anyone recently contacted Steinberg support and if he/she actually received an answer (and how long did it take). I have been waiting for 15 days to receive an answer from them regarding a licensing issue and still can't use the Cubase soft I purchased.

Cheers

twolegstoneworks · Post by **twolegstoneworks** » Fri Jul 07, 2017 9:13 am

I've only had to contact them a couple of times, but they've always responded within 1-2 days. Sounds like you should try again.

J-909 · Post by **J-909** » Fri Jul 07, 2017 9:28 am

twolegstoneworks wrote:I've only had to contact them a couple of times, but they've always responded within 1-2 days. Sounds like you should try again.

Yeah mate, already did that. 4 days now (of the second ticket). Maybe they're on holidays?

twolegstoneworks · Post by **twolegstoneworks** » Fri Jul 07, 2017 9:34 am

J-909 wrote: Yeah mate, already did that. 4 days now (of the second ticket). Maybe they're on holidays?

Yeah, possibly affects the respond-time a bit, but shouldn't take that long, though.

lfm · Post by **lfm** » Fri Jul 07, 2017 10:43 am

A couple have responded in a week, other in a couple of weeks - and still waiting for response on one 18 months ago.

So there is a range for you - a couple of days or never.

J-909 · Post by **J-909** » Fri Jul 07, 2017 11:15 am

Cheers all

bustedfist · Post by **bustedfist** » Fri Jul 07, 2017 2:41 pm

Licensing/activation issues are best handled through info @ steinberg dot de.

khanyz · Post by **khanyz** » Fri Jul 07, 2017 2:44 pm

It took me over a month to get a response in May, which basically said like it or lump it.

Their support is very poor.

Touch The Universe · Post by **Touch The Universe** » Fri Jul 07, 2017 2:55 pm

Took two weeks here. The elicenser dongle they sent me cracked in half less than a month after sending it. It still works but is split down the side in two. I had to tape it shut! Some businesses would have replaced it, the smart ones, steinberg chose not to. I have to buy a new one.

J-909 · Post by **J-909** » Fri Jul 07, 2017 7:19 pm

I think Steinberg needs to have an inmediate support system. They are (or have been or are trying to be) the reference DAW in music production, even 2 days is too much.
Still waiting to just activate a 200€ soft I purchased a month ago..
I receiived kind support before tho

chk071 · Post by **chk071** » Fri Jul 07, 2017 7:22 pm

It sometimes takes a lot of time until they reply, but, they do reply usually. I agree though that it takes too long. Native Instruments is light years ahead, support wise. Saving up on support can quickly become a boomerang IMO, when people refrain from buying again, or when support is bad, and people need another 2, 3, 4 tickets. Just don't get why companies are saving in one of the most important areas.

lfm · Post by **lfm** » Fri Jul 07, 2017 8:01 pm

What Steinberg could do - as aspiring to professionals userbase - would be to make context sensitive help and much more people would make it on their own, I think.

Pressing F1 get you something else but first page on pdf manual!!!!

And they could manage to help those better in immediate need get decent response, with the amount of less tickets.

Well invested time.

Both ProTools and Sonar are better in this field. ProTools built their own system, being multiplatform - Sonar based on windows help.

Steinberg used to have a swedish support, but it's gone since some years now it appears.
Spreadsheet guys:
- get rid of those folks, they make the green profit bar less high

And shining above everybody else would be Waves support. Hope it pays off...

Steverdo · Post by **Steverdo** » Fri Jul 07, 2017 8:25 pm

I've been waiting for a reply to an upgrade issue - basic problem: I paid but didn't get it - for three weeks. Absolute rubbish support.

J-909 · Post by **J-909** » Sat Jul 08, 2017 8:44 pm

chk071 wrote:It sometimes takes a lot of time until they reply, but, they do reply usually. I agree though that it takes too long. Native Instruments is light years ahead, support wise. Saving up on support can quickly become a boomerang IMO, when people refrain from buying again, or when support is bad, and people need another 2, 3, 4 tickets. Just don't get why companies are saving in one of the most important areas.

Totally agree!

J-909 · Post by **J-909** » Sat Jul 08, 2017 8:45 pm

Steverdo wrote:I've been waiting for a reply to an upgrade issue - basic problem: I paid but didn't get it - for three weeks. Absolute rubbish support.

That is exactly my situation. Already on 17 days...
Glad to know it's just me tho..

Has anyone recently contacted Steinberg support? Are they answering?