This is actually not true at all. I’ve been using Steinberg products for 20 years and have opened many tickets. I don’t think I’ve ever had a response faster than after a few weeks. There’s usually never a solution beyond resetting settings or re-installing, so I simply avoid the known issues and just hope Steinberg is aware and will be fixe it in a future update. currently have an open ticket, but it has been a few days already so I’m not holding my breath.Hello,
Sorry to hear about that, unless there is a massive backlog our support usually replies within 48hours max. Have you submitted a Support Request Form through your MySteinberg account? If so, do you have the support ticket number we can follow up on. Unfortunately as you have already initiated a dispute via PayPal, most probably you are just going to get a refund and we will never know what the actual problem was.
We are not based in the US, our HQ is in Hamburg Germany, currently we have around 18-19 Support agents to cover our Europe direct operations, and we have another office in the USA with around 7-8 support representatives. When I started in the company, almost 10 years ago we were around 7-8 support agents, so we have been adding agents to improve our response times, but some tickets have different priorities.Guillermo - do you have more agents in the USA per, say, 100 customers then elsewhere in the world? I am not asking for numbers of course, just wondering if you have enough support agents outside the USA
I'll have a look and try to get you a solution today.Hi,
Yes, I've opened 2 support tickets in my My Steinberg account - one last Friday, and another 3 days ago to a different department, hoping one would get picked up sooner - the ticket ID's are #214358 and #214846. The dispute can be stopped at my end if I get a reply and a fix - it's about getting a communication. I purchased Halion 6 crossgrade, had to send proof of eligibility and that got authoirsed NEXT DAY , so I purchased the product. Downloaded all the files. Installed the Halion 6 files and they installed fine. After installing, the app has a "no entry" red UK road sign - that's how I'd describe it - through the app. When i click on the app I get the message that I'm running OS 10.11.6 and the program needs 10.12 and above to open. Now , the steinberg specs say different - 10.11 and above. If this is a newer upgraded version then fine , send me the older version that will work in 10.11.6 as stated in the specs and that's it sorted.
EastWest used to be awful at customer support , taking days to get a reply, as did Native Instruments but they all seem to have upped their game, except Steinberg, and I'm a huge fan of Steinberg products.
Exactly. There is simply no excuse for waiting a week (usually longer from Steinberg) for a response. If they can't handle the support volumes, hire more staff. Jeez, even companies like 8Dio have a support chat, and they get back to you pretty much instantly. Even if they can't resolve something right away, they acknowledge your concern and get back to you within a reasonable timeframe (a simple, personalized acknowledgement goes a long way...and I don't mean the generic auto-reply messages).You pay the money so you expect a level of support excellence at all levels from the business you purchase from. A no brainer.. It's a win win for everyone then. Even if Steinberg had an online chat - what a difference that would make for everyone.