I’ve had occasion just now to scroll through ten pages of unread posts, and it was shocking and embarrassing to see how many pained posters there were starting threads with titles crying out for responses from Steinberg support, including via the mysteinberg route.
I can see a newbie being quite confused about how to get support. Helga, I’m not even sure what the answer is …
I absolutely “+1” shanabit’s main point in this thread, typical of many, https://www.steinberg.net/forums/posting.php?mode=reply&f=198&t=130425#pr716011 , in that it often does seem like it’s a waste of time and effort sending a query to Steinberg tech support for Cubase and a few other products listed in this forum.
I do have some other thoughts, I actually wrote them out as a response in this older thread, https://www.steinberg.net/forums/viewtopic.php?f=198&t=64844&start=25 , but the moderator deleted my reply there and locked the thread, saying he took issue with that thread having been started a few years ago. He kindly allowed members to comment further by starting a new thread (hence, this one ).
Since my moderator-deleted response in that thread gets my main points across, I’ll just paste my response from there rather than retype everything (trying to edit for clarity):
(Note: in the quoted thread below, the moderator is addressing another member’s post from that locked thread).
So - I definitely can see people asking for technical support and thinking the responses they get are confusing and inconsistent.
For example, when they ask on the forum but don’t get the support they need, haven’t moderators posted things like, “You know, the forum is not official support, for that you must go through the proper channels …”.
And, conversely, when they do go through mysteinberg for that, and it in turn results in no response from Steinberg at all (or it is delayed for weeks or months) … and then they return to report all that here … the moderators (as above) acknowledge the obvious that Steinberg’s business model doesn’t include enough support to even answer each paid customer’s request for technical assistance … and then suggest using the forum for relief .
(But because Steinberg is still “viable in the business world” … actually, I’m not exactly sure what the moderator’s take home message in his last paragraph was supposed to be there. Is it that because they are still in business we shouldn’t ask for better technical support?)
It really doesn’t have to be this way, so difficult and frustrating …
Some examples: I have contacted three other companies over the years for technical support in DAW world: UAD, Toontrack, and Syncroarts. Each one of them gives excellent technical support, as a result of live phone support or tech people being active on the forum and answering questions within 1-2 business days. They are “still viable in the business world” as well, last time I looked .
So why can’t Steinberg follow business models like those companies, and give good customer technical support? Come on, please make us happy and allocate more resources to technical support for your paying (and very frequently repeat/returning, many times over) customers. I would think the goodwill and word of mouth publicity you’d get as a result would more than pay for the few extra hours of manpower that would take.
Finally, I don’t think any discussion of Steinberg support (or at least this one) would be complete without acknowledging and thanking the technical experts who rarely do come on the forum, reportedly out of the goodness of their heart, to help us out … Thank you !