Hello. I didn’t really know where to post this, so I take the chance posting it here.
This is the case: My laptop with the licenser plugged in was thrown out the window of my apartment in 5th floor by my lovely ex-girlfriend and both laptop and licenser was of course completely destroyed. I got a new computer and a new licenser (no new girlfriend yet), but I cannot find a way to transfer my licenses to the new licenser when I don’t have the old licenser working! The serial numbers for Cubase or my upgrades are no longer working as they are already used. So take good care of your licenser folks! I was lucky because Steinberg released Cubase 9.5 at the time I got the new licenser, so I have been able to work meanwhile. But now I have only 3 days left of the demo so I really need help ASAP!
I requested support almost a month ago now, I claimed a ticket December 08, 2017, and still I haven’t got an answer! So I’m asking myself if they are completely overrun by requests or if my ticket has been overlooked or filtered into some kind of limbo or something (I have been working as a customer support agent myself so I know that can happen with some CRM-systems) and I’m really starting to wonder what’s going on… I even claimed a new ticket 6 days ago just to be sure and because it’s getting really urgent now. No answer there eiter. I have been trying to call the support hotline as well (from Norway, Scadinavia) but I get informed that the number is not in use. It’s a number shared with United Kingdom, Ireland, BeNeLux, Scandinavia, Portugal: +49 (0)40 299 962740. Does anyone knows if their number is down? Though, I tried to call close to 5PM today and that’s when they’re closing the hotline so that might be the reason why I got that message.
Anyways, what is your experience with the support waiting time in general? Anyone claimed a ticket lately? How long time did it take to get help?
Many people rely on many of Steinberg’s products just as I do, so I think it’s important to get help within a reasonable time. And I think it says on the support page that they will try to answer within 3 days or something like that, certainly much less than a month!
I have never even thought about leaving Cubase for any other DAW and I have recommended it to every person that have asked me for advice on which DAW to choose. I have spent hundreds of Euros on Steinbergs products and I expected and believed in good customer care in return. But this experience actually makes me consider converting to another developer and not recommend Steinberg to anyone because I’m really disappointed. I hope this is just a mistake of some kind. If I don’t get feedback from them before my 9.5 demo runs out on Sunday I will definitely start trying other ones!