Thanks for the replies guys.
Just to add a little more detail, the first (two) of my support requests was probably about 7 months ago - when I was struggling with VST System Link using my MR816CSX. No answer. Nothing on the knowledgebase. I did find a thread on the forum on the subject (and the original poster suggested that it was a known issue that had not been addressed for him either) - but alas the thread was not answered by a moderator and unfortunately fizzled out.
My current request is to do with a registration / license issue with an update I have purchased and this is quite a specific matter for which I really need help from the techs - not fellow end-users. So far, no answer.
I could really do without calling Germany - I don’t actually feel I need to speak to someone as a nice, cordial e-mail dialogue will do just fine. I’ve never needed to speak to Native Instruments, but the long and very sociable exchanges that I have had with their tech guys actually makes me want to call up and thank them personally!
Now, quite a few years ago there was a firm called Arbiter UK, who got hideous amounts of flak for their support - but for me, they were streets ahead - they had a clear history of any dealing I had with them and I could even request a particular team member (okay, they were not always available - but you can’t have everything).
The most irritating thing of all is that if my current request again goes unanswered, then I will need to submit it again from scratch. Please Steinberg, can your system please at least be modified to acknowledge my requests, to give me a ticket number and store my open tickets somewhere?
I can see that there has obviously been quite a lot of time and money invested in the revamp to the web-pages and more recently, the forum. How about some of those resources are allocated to the support system.
Is anyone listening?