I’ll start this post by letting you know that I am not in the best of moods about the issues I’m having so my apologies if this comes across as being in any way angry!
Here’s my spec - Intel i7, 32MB RAM, Cubase Elements 7, Windows 8.1 Pro and a UR22.
I bought a UR22 7 months ago from Thomann. The unit worked fine and was recording nicely with Cubase Elements although Cubase Elements was crashing every time I attempted to close it! It DID record though so I was happy to live with the Cubase software glitch on shut down.
Then something happened…it might have been a Windows Update, the driver update for the UR22 to 1.8.3…who knows, but from that point on the UR22 wouldn’t record anything without peaking with the input volume almost at zero (Screenshot available at http://www.steinberg.net/forums/viewtopic.php?f=157&t=64711).
I contacted Steinberg support via My Steinberg and then, after hearing nothing for a week, decided to post into the forum here. At that stage I also contacted Thomann who said that I would not be eligible for a replacement but that the unit would be under their 3-year warranty for repair.
Steinberg support then eventually did reply and confirmed that, after taking a look at my screenshot, the unit was faulty.
So…I shipped it back to Thomann (I’m in the UK). 10 days later Thomann have been in touch to say that they cannot find any problems with the unit.
Here’s what I’m left with…
- Steinberg confirming that the unit is faulty
- Thomann saying it isn’t
- No means of recording, or listening to anything other than with headphones
- £80 out of pocket
It’s not great is it?
My personal suspicion is that Steinberg have not yet ironed out issues with Windows 8.1 Pro and so I can’t help but feel a little guinea pig syndrome here. I purchased the UR22 in good faith because it said it was Windows 8.1 compatible but I’m now being told that because the fault can’t be replicated by Thomann, a fault that Steinberg have confirmed, I’ll have to be sent the faulty unit back!
Until when? Until Steinberg sort it out?
Has anyone else experienced this issue, or issues like this in general with Steinberg / Thomann? There seems to be finger-pointing going on here (Thomann - "it’s their fault, Steinberg - “no it’s not it’s theirs”) and I’m left without a device and out of pocket.
It’s just not good enough. Where do I stand?