I’m a Cubase user since SX3, now on C5. I’m lucky enough for not having needed the support up to a few months ago. In December, I had a serious problem a few days before having to deliver the mixes of a commercial project to mastering. I must say it was between Xmas and New year, not the best period of the year. I called for help via the support (via the form on the site, there was no one via phone), saying how urgent it was. Never got any answer!!!
Luckily, someone was able to help on the SOS forum.
Then, last week, I was at musicmesse and asked a specific question to the staff on the Steiberg stand. The guy was not able to answer, but found the question interesting, so he told me to address it to the support team via the site. I did, one week ago. Again, no one answered or contacted me.
If this is the quality of the support in general, I’m happy I don’t need it more often, but I’m also worried of what would happen if I was again in serious trouble in the middle of a session for a customer…