This is not a rhetorical question for me, it’s a practical one.
I got Cubase Pro as SX1 in 2002 as a cross-grade offer from Logic, went to SX3 > C6 > C11 > C12 and purchased C14 but have concerns before upgrading to it.
I like Cubase a lot even though I have not gone as deep into it as most. But I have also fortunately not needed support except maybe once from almost way back when one could call by phone.
As to the survey question, my observation from posts here over the years is that there seems to be a sense of disappointment – long replies to none.
Is this still true? I’d appreciate actual user experience.
It really depends on where you are in the world.
Back in the day, I lived 10 minute’s drive away from the Steinberg office in Toronto. I used to drop in and buy my upgrades from there. They were helpful and friendly people.
The office is still in the same place but is now signed as Yamaha. I’m further away now but I emailed them about an account problem a couple of years ago and they responded within 24 hours. The matter was resolved in 48 hours.
You’ll hear very different stories from folks in other locations though.
@KT66 - Thanks. I’ve lived in the Los Angeles area since the mid 1980s so when I started using Cubase, the phone center was south of here in California. But since it’s now all digital and online, physical distance shouldn’t be much of an issue aside from time zones.
I’ll just have to give it a shot and see what happens.
I think you are mostly referring to the online support and the ticket system. Telephone support varies depending on your location (opening hours, telephone charges, language, overall availabilty and so on and so forth).
If you are interested in numbers you could add polls to your thread and ask for minimum response time above/under xy weeks for a ticket and/or if the support could solve the issue.
Of course, these polls will not be representative. However, you might get some general tendencies out of it even though the sample itself will probably be biased.
Just a thought.
In LA, for me… the one time I called for support at the Yamaha number, the response was within a couple of ringtones. Going a little further back, when my dongle was lost on the airlines thanks to a jostling drinks cart (nobody ever figured out where it went!), the license replacement process, done via email, was finished within 24 hours.
I only tried to contact support via ticket system once. It took about 6 weeks until they asked me if I wanted to renew the ticket. In the meantime I was indeed able to find a solution here in the forum. Not much of a story, I’m afraid.
@Reco29 - Thanks for the tip but not sure what the whole Discourse thing is as it relates to this forum. Looks a tad complexicated for my old fadin’ brain, so I may just pass on that.
No worries, mate
Discourse provides the technical platform of this forum. The poll is very easy to implement as it is a part of this forum’s functionality like editing, the search funtion, you name it.
Anyhow, I am not trying to convince you, that was just a thought, all good .
Update: I contacted them by email within a day of my last post here, and while the main issue I was needing resolved has as of yet not been so - they didn’t address it - the DID however give me a direct phone number to call to do a remote session.
So I have to get myself prepared for that with a simple generic project and maybe needing to turn on the Remote related Windows Services (I tend to turn of Services that I don’t use much).
Recordingwise, you could come close to John Cage’s composition “Organ Squared / As Slow as Possible” with an estimated duration of 639 years.
After 4 years, I wouldn’t expect an answer any time soon. I am sure that your support ticket died somewhere along the way.
Have you tried to pose your question in the forum?
Anyways, with four years on the clock and counting you are the undisputed king of delayed support tickets. Nobody can take this away from you
I posted a Cubase bug in this forum using the advised title format without reaction what so ever. I also sent the same by email as ticket on 25 February and apart from the automatic receipt confirmation got no answer till now.
Due to that I’m running into various issues, I’m temporarily postponing my phone call back until later this week.
Due to not wanting to break protocol, not sure it would be right to share the direct U.S. support phone number on a public forum, so I won’t do that. Even though I’m a pretty loyal customer - started in 2002 with SX1.
But if you really need it, message me.
Hours are 9am-1pm U.S. Eastern Standard time, Monday through Friday. There may or may not be a outside-of-U.S. number, but I don’t have that one since I live in California.
I don’t know if one can cold-call, but if you already have a ticket number ( (Ref.#xxxxxxxx) have it ready if you decide to call.
Since my last post I got 2 useless answers. Somewhere in early April just after my first post in this thread an apology and question if I still had the problem as though it would go away by itself. I immediately answered yes. Then after updating to 14 in May a similar apology and the same question if the issue still occurred. The support really does seem up to speed. I still have to check if issue persists as I gave up on the internal Atmos renderer and only use DAC.
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