When I first built the studio around Nuendo 3 or 4, instead of Pro Tools was mostly based on how bad Avid’s customer support was. I didn’t like that, like any other Apple product, they forced customers to buy new equipment continually and, at the time, they were offering ONE free customer support call and charging everytime after that.
Well, I think they’ve changed a little since then but, even if they haven’t, we’re now well over 6-figures in on this studio and I’d gladly pay just to have someone at Steinberg answer the fucking phone!
I never should’ve bought SpectraLayers Pro, for one. I should have been eligible for a cross-grade discount, because we already have Adobe Audition here at the studio, but after months of waiting for someone to respond or just send something saying my purchase was approved, I needed to see if it would solve an issue I was having with a client’s stems during a session (it did not) and couldn’t wait any longer.
Only taking U.S. calls from 9am to 1pm is completely unacceptable. We don’t even open until 1pm, unless a client specifically requests an earlier session, because our clients tend to prefer afternoon/evening sessions. I can’t recall your chat option EVER connecting me with anyone and I typically wait 20 minutes or more waiting for support.
The studio I completed my apprenticeship in ran the original version of Nuendo in the early 2000s and I have faithfully preached to every artist for nearly 20yrs that Nuendo is better than Pro-Tools HD and that Cubase (being the “light” version of Nuendo) was a better choice for their home demo studios than the hobbyists/“light” versions of Pro-Tools. I can GUARANTEE you that when I switch to Pro-Tools HD instead of adding WaveLab, as was planned, at least 3 or 4 dozen Steinberg customers I turned on to your products will follow suit. Add in all of the artists still saving up to put together the studios I recommended for them, instead, switching to PreSonus or ProTools and those that I would have turned on to your products and we’re talking quite a lot of money.
I’m sure it won’t crush you but it’s enough to cost an exec their bonus.
For what I’m paying you for software, I shouldn’t have to make posts and pray someone has the answers I’m looking for. I should be able to ask YOU and get an answer right THEN, while I’m still working on the project.
My loyalty to you is costing me money right now. Do better or I’ll do my best to make sure it costs you money too.