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.
TC65
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.
they just want to sell the product !
such a terrible support !
no response at all !!!
so shame !
Waiting for several weeks. And counting.
Ive been following these forums for decades, lol, and the problems with customer service have certainly always been large, albeit it was FASTER in times past. Today its terrible, its slow, they deny problems that are well documented and/or shift the blame to other vendors, and they allow intolerable moderators on their forums, making it all worse.
Dont let any account come by to shill you with the “i never have any trouble. Its quite prompt” about this. Most customers of steinberg know this – except the extremely elite studio owners and professionals. They have more direct access.
Feb 2023 and still terrible
I submitted twice the same ticket and both times I received “Is the request still pending? If so, please submit a new ticket and we will do our best to get back to you as soon as possible.
Thank you for your patience and understanding.”
I submitted the first ticket at the beginning of June… I thought Steinberg was a more serious company. I will try and submit the same ticket for the third time now. I would even prefer an answer as “we don’t know why that is happening we are sorry for the issue” rather than this silence and request to resubmit a ticket multiple times.
EDIT: Not only they ask me to resubmit. They mark the ticket as “Solved”, this is insane.
my one and only support ticket was solved in three hours.
Yes, you’re right @der_vur! I’m on the verge of actually making a video about this issue, as I’m also on my 3rd ticket for the same problem. It’s utterly mental. Try & imagine this happening in any other walk of life; e.g. You’re at the doctors/hospital/dentist with your ticket number, finally your number is up, so you walk to the doctor’s door, and the doctor says to you “Oh, are you waiting to be seen?! Well this ticket is useless now, so you’ll have to walk back to the ticket machine, get a new ticket, & wait all over again from the start.”
Steinberg, you can’t get away with treating the public like dirt. This is shocking!
You’ve never had to use the NHS in the UK, have you. My missus had an appointment to see a doctor cancelled 3 times running. She gave up because she got well.
…
My opinion is that, if you are going to offer support, then get it right and make it work.
Indeed, I am from the UK (Devon), but haven’t been to the hospital much in my life, so far. I do know that the GP doctors & dentists are a nightmare too, & I’ve had to deal with those. You’re absolutely right, & I agree entirely 
This country is going to the dogs! 
But here, though, I was really trying to emphasise that there’s a difference between postponing something, and literally cancelling & having to re-submit. I simply don’t understand why Steinberg cannot keep my ticket in postponed status until they deal with it. It’s the fact that they literally throw your carefully-worded, long-winded report away, as if it’s meaningless to them. Then they simply say “Now write-up your entire report again!”
Urghhhh, I just despair with this company sometimes…
The ticket support system is a mess which nobody can deny.
Having said this, there are two other options:
- Telephone support should work just fine if you are living in the UK
- This forum is not too bad either at solving problems
Don’t get me wrong: Steinberg MUST up their game when it comes to ticket support.
Just asking: Have you tried one of these alternatives, yet?
Thank you for the response - I appreciate all the comments from everyone. To answer your question:
- I have not phoned them as of yet, though to be honest, the very small window of time in which to call them (between 10 & 12 o’clock only, if I’m reading correctly) make this difficult as I’m a full-time worker. I understand I may have to take annual leave one day to overcome this.
- I can’t remember whether I’ve already addressed this particular issue I’m having here or not now, because it’s been too many months on-going, & I grow weary & forgetful I’m also tired from work, & am under the influence of a scotch whiskey tonight
But yes, I’ll continue tomorrow, & maybe post a new topic on here. Thanks for the advice 
Haha, enjoy your nightcap 
You can reach telephone support on Thursdays from 2 to 5 PM as well. That way you might not need to take a whole day off?
But yeah, post your question here first, maybe you won’t have to reach Steinberg support at all.