Recently I have bought Nuendo 12 as crossgrade to my Cubase 12 Pro. But apparently something went wrong and now my Nuendo 12 does not work anymore. Does not work at all.
I have opened four (4) tickets in Steinbertg support requesting help fix the issue, first ticket was opened 25 days ago. Even worse, one of these tickets they closed without any explanation or communication with me!
The only reply I have received was only one (1) message from Steinberg support saying:
Dear customer,
Please excuse the significant delay in responding to your request and for not having met your expectations. Is the request still pending? If so, please submit a new ticket and we will do our best to get back to you as soon as possible. Thank you for your patience and understanding.
What can I do to get support from Steinberg?
Why is Steinberg’s support so bad, unresponsive and slow?
How much patience would you have?
How many of you have the similar issues with Steinberg support?
Welcome to the forum, @Dokmanowitz! I’m sorry to hear that. Yes, sometimes it takes a while or tickets get no response. It’s that time of the year where a lot of people get sick. So maybe they don’t have enough staff for answering all tickets at the moment.
But why don’t you try this forum? People here are mostly kind and responsive. And there’s a lot of knowledge. It’s worth a try.
Unfortunately, the problem is not just the slow response. I have reported real bugs which are still in the software after a year - and even after two years. The errors have even been confirmed to me that they actually exist - but not cleaned up.
For example, that renaming events (via importing a textfile) still cannot use German letters like ä ö ü.
The OP has not said what the problem is. Cubase and Nuendo work on most of the hundreds of thousands of machines it’s installed on, so the issue is certainly local to their own computer – but what the issue is is unknown.
You are probably right. I understood him as if Nuendo didn’t even start.
I run Nuendo on 3 machines and have never had a problem.
Nevertheless, the support only reacts after 2 months and the reported things will not be fixed in the next version either. Well - it’s little things. Whining at a high level.
With all other numerous companies (vst plugins …) I get a response within 24 hours.
Unfortunatelly USA support and it’s chat doesn’t seem to work in Europe. Also, that’s Yamaha support, not Steinberg. I couldn’t find anything Nuendo related there.
// again, my mistake - they do have a chat - but it’s not working, it just stays open and blank in a new browser window
Hello @Audio-Alex, unfortunatelly my problem is license-related, after I’ve bought upgrade from Cubase to Nuendo in late January or early February I was informed that eLicenser is required to verify that I own Cubase. At the time I was in another EU country, and didn’t have USB eLicenser with me. And I’ve opened several tickets asking for help - but no help has arrived, just one reply saying “Sorry”. I don’t know what else can I do (now that I am in posession of eLicenser USB key, but my Nuendo stopped working, and my self-service portal says
Nuendo 12
Verification Pendingexpired
Not used on any computers
So I have bought it (the upgrade) but I cannot use it. And there is no reply from Steinberg’s support. None. Nada. Zero. Zilch.
Well thank you, dear colleague from Europe, for at least understanding how this feels like. Steinberg or Yamaha should invest further in having a better support staff in Europe, or allow USA staff to respond to support requests coming from EU.
This is not the first time I had issues with Steinberg but now, when the product doesn’t work AT ALL, what can I say and/or do? Should I switch and buy ProTools? Heck no. But how should I proceed when I need Dolby Atmos related features that Cubase 12 Pro doesn’t have, but only Nuendo does? And I have to ask myself, why did I waste money to buy a product that now doesn’t work? And during buying, there was no clear warning “You will need your eLicenser USB key!”.
Or even if it was my mistake in the process, Steinberg should at least say “OK, look man, you screwed it up, we’re going to help you fix it, or return back your money”.
My choice was always Steinberg, as I wanted to support European company (well, they are now owned by Yamaha but still, I imagine there is a quite ammount of Steinberg employees in Hamburg, Germany.
I went on Google’s reviews - here user Ron says (a year ago): “I had a license issue with Cubase Elements 11 due to switching to a new computer so I called Tech.Support: I was assisted instantly until the issue was solved: Great support - many thanks!”. Cubase Elements!!!
I don’t know who he called, does anyone know about any e-mail, chat or phone of Steinberg Nuendo support?
I don’t quite understand what you mean, I bought the Cubase to Nuendo upgrade (on sale) which required me to have USB eLicenser which I did not have at the time, now I have it but it is timed-out.
How did you solve your issue? What do you suggest that I do?
Nuendo 12 worked for 30 days, then it stopped because I did not have eLicensing USB with me (I was working in another EU country). Now I have it (eLicenser), but cannot activate Nuendo. All that I’ve explained in my tickets to Steinberg support, supported with screenshots and everything. Regardless of that, I did not get any solution for my problem from Steinberg, that’s the whole point.
Tech support might not be able to help you regarding sales issues, Maybe you need to contact E-commerce front end (living-c.com), they handle all the sales, I solved my Issues directly by contacting them: steinberg@support-living-c.com
You should try to contact steinberg@support-living-c.com
They will be needing both your older purchase invoice and license details and the upgrade invoice
Thanks, but instead of refunding I would rather have Nuendo 12 working, for the price that was on sale (269.40 €) . Next such sale will probably be in January / February 2024, but due to worldwide inflation that price will almost certainly go up to 350-400 EUR.
I just noticed that company that on the invoice I have different company, their e-mail is steinberg@support-asknet.com (they are Switzerland-based company)
Yes I did receive a message from them too which read> "Thank you for contacting our customer service team.
We have forwarded your refund request to Steinberg support on your behalf. Steinberg support will need to verify that your activation code for your purchase has not been used or registered before they will approve the cancellation request.
As soon as we receive further information from Steinberg, we will contact you back and proceed with the cancellation if possible."
