I have Cubase 10 Pro and a UR28M, and I’m a long time Cubase user.
Those products work ok, but every time I open Cubase it asks me if I want to use UR28M as my sound device, and even if I check “Yes, don’t ask again.”, it’ll still ask me every time, so I already click this dialog like a thousand times, it’s weird since I have many audio interfaces, but UR28M is the only interface has this problem and it’s from Steinberg.
It’s not the end of the world, but I still contacted support to report the issue and see if I can save the trouble.
Then the frustration comes.
There is no way to create a ticket in MySteinberg, the support section only shows a link let me find local distributors, which is not ideal since distributors only sell products, they don’t really solve an issue like this. So I have to send email to Steinberg.de, and it works, the support system automatically creates a support ticket in MySteinberg after I sent it.
That’s good, I think, but after 1~2 weeks, the support guy replied, says I have not provided enough information (since I use email to create ticket, so I bypass the step to fill system information), and he didn’t ask me for any information, he straight mark the ticket as “Solved”.
There is a “create a follow-up” button in the ticket which can let me create a new ticket, and it can let me fill a form to contain information they need. I use the button to re-create few tickets that contain my system information in detail, hope I can get some proper support, at least let them know this issue.
But, after the first ticket, there are 3 tickets I have created, all of them are polite and have needed information, but all of them are marked as solved after few days without any reply from the support team.
I mean, if the issue does not have an answer for it, at least let me know or report the issue to dev team, I can’t get it why the support team just ignore every ticket without any reply. So what’s the point of this support system? Is there any way to get proper support from Steinberg?
I submitted support tickets to Steinberg, almost all of them not replied and marked as “Solved” with no reason. How can I get proper support from Steinberg?