No response from Steinberg US Support

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c2d
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No response from Steinberg US Support

Post by c2d » Tue Jul 09, 2019 6:55 am

Steinberg used to have a ticket-based support system, which was good at least we received some response, but no more.

Nowadays it seems we are supposed to send a piece of email directly to steinbergussupport at yamaha. I sent a support request mail, got no response, sent the request again a few days apart, but still no response.
Wondering what my next option would be?
Cubase Pro 9/10
Windows 7 Pro x64, Core i7 3770K, ASUS Z77 MB, DDR3 32GB, SSD 1TB+
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CWS
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Re: No response from Steinberg US Support

Post by CWS » Tue Jul 09, 2019 10:18 am

You can call them.....

You can reach us at 844-358-4022 Monday through Friday 9 am - 7:30 pm EST.
Windows 10 Professional 64 bit-Cubase 10.5 Pro-Intel Core i7-8700K-32 GB Ram-ASRock Z370 Gaming K6 MB-USB 3.0/-3.1-Firewire-AMD Radeon RX 560-Presonus FireStudio/Studio 68C-(4) Samsung M.2 SSD 1 TB

c2d
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Re: No response from Steinberg US Support

Post by c2d » Tue Jul 09, 2019 6:50 pm

Thanks, I'll get to that.
In the meantime communication through the Internet is still the most convenient option to me. I can send it 24/7 and attach relevant information such as screenshot, crash dumps etc. all at once.
Just in case --- other than making a phone call, is there any other options as it used to be?
Cubase Pro 9/10
Windows 7 Pro x64, Core i7 3770K, ASUS Z77 MB, DDR3 32GB, SSD 1TB+
Fireface UCX, MSP5, Shure SRH840, Bose QC-20

pka4916
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Re: No response from Steinberg US Support

Post by pka4916 » Tue Jul 09, 2019 11:01 pm

it's been weeks for me, and several tickets submitted, and get nothing back besides a message that we will contact you with 48 hours.

This is insane, if you want to purchase something, and no support whatsoever.

pka4916
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Re: No response from Steinberg US Support

Post by pka4916 » Mon Jul 15, 2019 12:51 am

another week later... still nothing...
I give up on Cubase. So much help from Them :(

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Ed Doll
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Re: No response from Steinberg US Support

Post by Ed Doll » Fri Jul 26, 2019 6:44 am

c2d wrote:
Tue Jul 09, 2019 6:50 pm
Thanks, I'll get to that.
In the meantime communication through the Internet is still the most convenient option to me. I can send it 24/7 and attach relevant information such as screenshot, crash dumps etc. all at once.
Just in case --- other than making a phone call, is there any other options as it used to be?
I am sorry to hear about this!
All the options to contact the US support team are listed on this page - chat included:
https://www.steinberg.net/en/support/usa.html
Ed Doll, Support Manager
Steinberg Media Technologies GmbH
Hamburg, Germany

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Ed Doll
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Re: No response from Steinberg US Support

Post by Ed Doll » Fri Jul 26, 2019 6:47 am

pka4916 wrote:
Mon Jul 15, 2019 12:51 am
another week later... still nothing...
I give up on Cubase. So much help from Them :(
I am sorry for this inconvenience. I can only speak for the European support but could it be that you sent inquiries to different teams? We did receive an inquiry which we have answered on Jul 15 but it sounded like there had been other inquiries sent in June as well. I cannot access the US support tickets so I cannot comment on this unfortunately.
Ed Doll, Support Manager
Steinberg Media Technologies GmbH
Hamburg, Germany

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