Steinberg Support, Good or Bad? My Experience

Steinberg Lounge
21

I have contacted them several times over the years from both Australia and USA. I have received answers and solutions every time.

My caveat is that the request has to be about something that can actually be sensibly addressed by a support person working remotely. So matters concerning licensing, SB Hardware malfunctions, and yes, some software issues will get attention. However the customer must provide rigorous documentation and explanations, including screenshots/videos etc and demonstrate trouble shooting measures that point to the SB product. The support team get a LOT of correspondence just alleging things ‘dont work’ and that is hard to respond to and usually ends up in down a time-sucking-rabbit-hole.

Audio production setups are amongst the most complex technology configurations out there and SB cant be responsible for every component of it if a user gets in trouble.

Just my 2c

2 Likes
22

Agreed with all you say. Just to add - phrase your request/issue in a polite manner, don’t get all high and mighty. I’ve always found that gentle persuasion gets more results from Support than fist pounding anger.

23

That!
Being disrespectful or even bullying might get you some attention at first. It will get you nowhere in the long run. Couldn’t agree more, @Googly_Smythe !

We need more of this attitude where people approach one another with decency and respect!

2 Likes
24

Here’s my typical Cubendo support ticket experience:

  • Find a bug, spend a v long time checking the repro steps. Record these steps and create a project that also demonstrates the bug.

  • Open a ticket and provide all the above

  • Wait several weeks/months

  • Steinberg Support: “Have you tried reinstalling Windows?”

  • Patiently ask them to read the repro steps, watch the video, load the project I sent. Point them to forum posts where other users describe the exact same issue.

  • No further communication from Steinberg.

I have several still open tickets with bugs that have persisted for years, sometimes decades.

Here’s my typical support experience with Dorico:

  • Post on the forum

  • 5 minutes later Daniel Spreadbury answers and sorts it.

25

I need Steinberg support services once every 8 years or so. Has worked ok for me, I have no complaints.