The last time I submitted a support request to Steinberg for a Cubase related issue, I heard nothing back. Then, months later, I received an email out of the blue claiming that they’d missed my request and the Ticket was now closed. (I’m sure you can guess how I felt about that!)
As I submitted another Ticket a couple of weeks ago about a separate issue and still haven’t heard anything back, I’m wondering if the same thing will happen? If so, could claiming that requests have been missed months down the line and then closing Tickets be a convenient way of making it ‘look’ like they’ve dealt with the issue when in reality they haven’t? Hmm…
There’s a consumer organisation in the UK called Which? that ranks companies according to certain criteria. I’d wager that if they ranked 100 music software developers according to technical support, Steinberg would be in the bottom three. Don’t get me wrong, I like many of their products, so credit where credit is due. But I’m SO disappointed with the way they treat their customers. And boasting about a YouTube channel where users can ask largely operation-based questions is NOT a substitute for proper technical support.
Steinberg is a great company when it comes to selling products, and I’ve bought LOTS from them. But regrettably, in my experience they’re one of the worst when it comes to technical support. ( :