Escalating a support case....

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mozart
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Escalating a support case....

Post by mozart » Wed Dec 06, 2017 4:41 pm

Is there a way of requesting an issue be escalated to a more senior support staff member?

Does anyone have any contact details?

I don't want to make a complaint but merely , well I'm going to say it, talk to a member of staff who is better at giving support. ( I should say that I have worked in front line IT support so I've an idea of what to expect)

The person I'm dealing with at the moment is not reading my responses and is asking me to do the same things several times. He is also asking the same questions several times. It's as though he is not reading my responses.

I'm trying to be as understanding as I possibly can ( I think there may also be a language barrier) but I'm getting a little frustrated and it's taking a long time to get anywhere.
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Prock
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Re: Escalating a support case....

Post by Prock » Wed Dec 06, 2017 4:58 pm

Not sure where you are located but I am in the US and have called this number to discuss things on a more personal level. ;)

Steinberg US Support
Support Line: 844-358-4022

Regards 8-)
PRock Studio

DAW: Cubase Pro 9.5.10, OS: Win 10 Pro x64, CPU: Intel Core i7 4700K @ 4.0GHz, RAM: 32GB/DDR4/2800MHz, Graphics: 4GB GeForce GTX 960, Mobo: MSI Z170A Gaming Pro Carbon, AI: PreSonus Studio 192 Mobile, Mic Preamp: PreSonus TubePre, Headphone Amp: PreSonus HP4, Studio Monitors: Mackie MR5, 3rd Party VSTs: VB3, SampleTank 3, Amplitube 4, Miroslav Philharmonik 2, EZDrummer 2

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tonysenghore
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Re: Escalating a support case....

Post by tonysenghore » Wed Dec 06, 2017 5:09 pm

I can't believe you got an answer.

mozart
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Re: Escalating a support case....

Post by mozart » Wed Dec 06, 2017 5:11 pm

Prock wrote:
Wed Dec 06, 2017 4:58 pm
Not sure where you are located but I am in the US and have called this number to discuss things on a more personal level. ;)

Steinberg US Support
Support Line: 844-358-4022

Regards 8-)
Thanks. My bad. I meant to say that I am in the UK. There doesn't seem to be any UK based support any more since arbiter closed down.
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www.matthewmooremusic.co.uk

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Prock
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Re: Escalating a support case....

Post by Prock » Wed Dec 06, 2017 5:17 pm

This number any good for you?

Opening hours
Monday - Friday 10.00 AM - 12.00 PM and Thursday 2.00 - 5.00 PM
(Central European Time)

United Kingdom, Ireland, BeNeLux, Scandinavia, Portugal +49 (0)40 299 962740

Regards 8-)
PRock Studio

DAW: Cubase Pro 9.5.10, OS: Win 10 Pro x64, CPU: Intel Core i7 4700K @ 4.0GHz, RAM: 32GB/DDR4/2800MHz, Graphics: 4GB GeForce GTX 960, Mobo: MSI Z170A Gaming Pro Carbon, AI: PreSonus Studio 192 Mobile, Mic Preamp: PreSonus TubePre, Headphone Amp: PreSonus HP4, Studio Monitors: Mackie MR5, 3rd Party VSTs: VB3, SampleTank 3, Amplitube 4, Miroslav Philharmonik 2, EZDrummer 2

https://soundcloud.com/prockstudio

mozart
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Re: Escalating a support case....

Post by mozart » Wed Dec 06, 2017 5:40 pm

Prock wrote:
Wed Dec 06, 2017 5:17 pm
This number any good for you?

Opening hours
Monday - Friday 10.00 AM - 12.00 PM and Thursday 2.00 - 5.00 PM
(Central European Time)

United Kingdom, Ireland, BeNeLux, Scandinavia, Portugal +49 (0)40 299 962740

Regards 8-)
Thanks. That's in Germany. Will cost a bit but might be worth it to get some better support. Just hope I don't end up on the phone with the same guy!
Music for Film and TV

www.matthewmooremusic.co.uk

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planarchist
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Re: Escalating a support case....

Post by planarchist » Wed Dec 06, 2017 6:06 pm

Might be worth getting some Skype pre-paid minutes....works out much cheaper for most international calls.
Nic

Cubase Pro 9.5.0, Absolute Collection 3, i7 4770K 3.5GHz, 32 Gig RAM, Windows 10 Pro 64 bit
Cubase Pro 9.5.0, Absolute Collection 3, i7 920 2.67Ghz , 24Gig RAM, Windows 7 Ult 64 bit SP1
Tascam US1800, Steinberg Midex 8.

Cubase Elements 9 on Windows 10 Laptop, i7-2760QM 8Gig RAM
Cubasis 1.9.9 iPad Mini 4 64GB

mozart
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Re: Escalating a support case....

Post by mozart » Wed Dec 06, 2017 6:25 pm

planarchist wrote:
Wed Dec 06, 2017 6:06 pm
Might be worth getting some Skype pre-paid minutes....works out much cheaper for most international calls.
Ah ok. Thanks. Didn't know that! :-)
Music for Film and TV

www.matthewmooremusic.co.uk

Romantique Tp
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Re: Escalating a support case....

Post by Romantique Tp » Wed Dec 06, 2017 6:31 pm

What do you need help with?
;)

Cubase Pro and Wavelab Pro (latest), Windows 7 Ultimate 64-bit, MSI Z87-G45 GAMING, i5 4690k, GeForce GTX 760, almost every Steinberg plugin and expansion, Trilian, Komplete 10, etc etc etc etc

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planarchist
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Re: Escalating a support case....

Post by planarchist » Wed Dec 06, 2017 6:58 pm

mozart wrote:
Wed Dec 06, 2017 6:25 pm
planarchist wrote:
Wed Dec 06, 2017 6:06 pm
Might be worth getting some Skype pre-paid minutes....works out much cheaper for most international calls.
Ah ok. Thanks. Didn't know that! :-)
Just check that the number you're calling will be included but most business (and household) numbers are.
Nic

Cubase Pro 9.5.0, Absolute Collection 3, i7 4770K 3.5GHz, 32 Gig RAM, Windows 10 Pro 64 bit
Cubase Pro 9.5.0, Absolute Collection 3, i7 920 2.67Ghz , 24Gig RAM, Windows 7 Ult 64 bit SP1
Tascam US1800, Steinberg Midex 8.

Cubase Elements 9 on Windows 10 Laptop, i7-2760QM 8Gig RAM
Cubasis 1.9.9 iPad Mini 4 64GB

mozart
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Re: Escalating a support case....

Post by mozart » Thu Dec 07, 2017 10:40 am

planarchist wrote:
Wed Dec 06, 2017 6:58 pm
mozart wrote:
Wed Dec 06, 2017 6:25 pm
planarchist wrote:
Wed Dec 06, 2017 6:06 pm
Might be worth getting some Skype pre-paid minutes....works out much cheaper for most international calls.
Ah ok. Thanks. Didn't know that! :-)
Just check that the number you're calling will be included but most business (and household) numbers are.
Thanks :-)
Music for Film and TV

www.matthewmooremusic.co.uk

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