Anyone else feel Steinberg support is terrible?

not me… I’ve been quite happy with them in the past few years.

If you want to get them on the phone - well then yeah, you’re screwed. I use this forum, and it’s usually an immense help. What’s your issue?

Saying “I don’t want to search for cracked versions” is not a threat - it’s saying the opposite - that I DON’T want to do that. That being said, when the subject matter of the message not being responded to is regarding the buying of the product, that is certainly one step in pushing someone in that direction.

I thought you’d of been off looking for mystical treasure by now.


Off pirating the 7 seas. It was my humour. My humour is very poor!

My last support request took just over 7 weeks to get a response, and then all the response was, was to download the latest version.


Yes, I totally agree.

I have been waiting 6 days for replies to 3 requests asking Steinberg why there is no CD burner with an expensive DAW like Cubase Pro9.

Steinberg support is not really terrible, but if you have a problem, you can wait like 2 weeks. Maybe better to phone them. I had the same probs when buying Cubase 9 Pro, Wavelab 9 and Halion 6/ GR4. I have to say 2 weeks waiting is a lot when you just paid for it. But finally i resolved the problems myself before steinberg did answer.

That’s exactly the thing wasting their time and not a support issue… It’s a feature request. Which is done here. Other people are dealing with genuine issues and bugs that need fixing. Before jumping to hassle them please think about others first.

Edit: by all means send them an idea but I wouldn’t phrase it as a question or expect an answer. What would you expect them to say? Or do you think they’ll magically add one with in a few days!!!

That is always the first response if you aren’t using the latest version. The first step to take. They may have known your issue was fixed in the newer version! The 7 week delay was likely due to them actually working on that issue. I’m sure i read somewhere that they don’t reply to every request if it’s known and they are fixing it. This saves man power to find (acknowledge), help and deal with other bugs. We can even check for known issues as to not waste their time.

I feel that is completely unacceptable.

Can you explain please, I’m not sure how to do that, based on Steinberg’s bailing, as described here :

We have decided to reduce the complexity of this dedicated issue forum. > We will continue to collect your bug reports, but > there will be no managed “collected” or “closed” sub-forums anymore > … We could have made the decision to emphasise more on this issues forum and have a dedicated support agent and quality assurance engineer constantly work in here. But in this case both of them would not be able to > improve the regular support to our customers > nor the quality of our products.

We really appreciate your reports and we definitely scan this forum and use your reports to improve our software. The entries are still approved by our team members, > but we won’t actively manage this forum anymore since we think that we can use our resources more efficiently if we focus on the direct support via the ticketing system and our quality assurance and testing processes.

Imagine how much longer than a 7-week delay it would take to get an answer from Steinberg’s Support Request if they had not decided to “stop actively managing this forum … to use our resources more efficiently … to focus on the direct support via the ticketing system and our quality assurance and testing processes”!

It sounds like we should be grateful for the delay being only 7 weeks! :mrgreen:

Sorry no!

I’ve used support twice over the last few years. In both cases the reply took over 5 weeks, and in both cases I got a reply like yours, despite my initial query informing them that both my OS and Cubase versions were fully up to date.

In this summer when i had a problem with the dongles Licenses, i had a responce of 3 weeks or so. They told me they are very very busy. In my mind the way installers and updates works, the elicenser works, i can expect that they will be servicing a lot of new users that do not understand it how to get the software they but, up and running…

I have had problems since Cubase 7.5 that are still not resolved.

I agree - what a rip off - wasted a grand on cubase pro 9 and wavelab elements.

Still cant burn off a CD. The instructions are awful. Mixcraft solved all my problems. I just counted my losses with the non-existent support` people at Steinberg.

The sound engine is a better quality in cubase but quess what? Mixcraft actually works! Wow!

In a fair world I should be able to get my money back off them. Feel really badly ripped off.

WOW… I can’t believe how confused your confusion just made me. it took me a while but now i realise… I think you’ve misread my comment.

For me, Steinberg / Yamaha has a terrible support, without respect for customers. I can even understand that they may not have an answer right away, but simply ignoring the customer, as someone who doesn’t need customers, is an act of arrogance and irresponsibility, because I believe that up there is not the company’s purpose, although I must answer for poor delegation of functions. I always get support from several companies in the same industry, all interested in customer satisfaction, the only one that I repeatedly have problems with is Steinberg. Finally, reiterating support email, due to the company’s lack of interest, I even asked for support on how to proceed with the product refund and simply did not answer any of the emails.

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they just want to sell the product !
such a terrible support !
no response at all !!!
so shame !