Steinberg Support

[Doublehelix]

Don't you just love Steinberg???

Lately, Steinberg's policies have left a bad taste in a lot of people's mouths with some their current policies and actions (early release of a buggy Cubase 4, dropping of DX support without previous notification, cancellation of the promised SX3 update, dropping of Midex hardware support, dropping of Houston support, etc.).

I for one have been exploring my options for moving on from Cubase to other platforms (Samplitude, Reaper).

I am a heavy Cubase SX 3.11 user, and purchased Cubase 4 right after it was announced, but never opened the box. It remains shrink-wrapped on the shelf in my studio.

So I called Steinberg USA today to see about returning the update, and was told in no uncertain terms that there were no returns on software, and that it was clearly spelled out on the website. I replied that I did not use the website to order the update, but rather called into their toll-free line and placed my order with a real person.

Silence.

Then I was told that there are *still* no returns on software.

I proceeded to tell him why I wanted to return the software (he asked me), and then he got indignant and told me that they were *only* the distributor, and not really Steinberg. This ticked me off, big-time. I calmly told him that as the official Steinberg distributor in the US that they WERE the face of Steinberg to the customer, and that they should act as such.

Nothing.

He did tell me that I could sell my update to an existing SX3 owner.

What a load of crap! I am pretty ticked off!

If all the other stuff that they have pulled lately wasn't the last straw, this action certainly was. It was the last nail in the coffin for me.

Anybody want to buy a copy of Cubase 4 (upgrade from SX3)?

I am going to post this all over the internet. This type of treatment has got to stop.

[DeathMonkey]

I have Steinberg to thank for forcing me to move to PT/HD and I couldn't be happier.

[allencollins]

Originally Posted by DeathMonkey

I have Steinberg to thank for forcing me to move to PT/HD and I couldn't be happier.

Software companies are so arogant. It's the one product you buy that has no warranty and no refunds. Congress should pass software consumer protection laws. Software companies are getting out of hand and act like it's some sort of privilege to pay for their products.

[PMoshay]

They have support?

They once told me every answer was posted on their FAQ's on the website.......... or just look in the forums.

NOW THATS WHAT I CALL SUPPORT!

[Adria_BCN]

Is digidesign's support better?

hahah... don't think so...

hope you never have to experience them... at least here in spain.

[Kiwiburger]

Steinberg sucks - that's a given fact. But most competitor DAWs suck just as much, if not more so. They all have loyal fanboys who will strenuously deny this - but seriously, what are your options?

Reaper is a fairly serious option, but it really isn't in the same league yet.

I would recommend you load up C4, get the update. Anyone with any experience with Steinberg, and Microsoft and most other major software houses, KNOWS without a doubt that they ship product still in Beta. They do this on purpose, because of the commercial benefits. If you buy the CD/DVD - it's pretty much useless to you, because version 1.0 is always buggy. So you are forced to register and obtain the updates - that's power in their hands.

Sure - this last release has really pissed me off, just like every other previous release. BUT - there are two or three steps forward with every step back, and C4 is a major kick-arse DAW.

[DeathMonkey]

Originally Posted by Adria_BCN

Is digidesign's support better?

hahah... don't think so...

hope you never have to experience them... at least here in spain.

Digidesign is the cold, emotionally unavailable goth chick to Steinberg's actively abusive nagging needy former cheerleader.


Digi sent me PT/HD with no dongle, by accident, and when informed, overnighted one to me. Steinberg sent me Nuendo 3 with no dongle, told me to all sorts of crazy shit, like taking screenshots and printing them out and having them notarized (yeah, not kidding), and eventually I had to just return it to the retailer, who, as my sales associate told me later, had to jump through 100 hoops of their own to get out of what was originally Steinberg's mistake.

[shanabit]

"Steinberg Support" =oxymoron

[GlennR01]

Originally Posted by Adria_BCN

Is digidesign's support better?

hahah... don't think so...

hope you never have to experience them... at least here in spain.

Don't know what Steinberg is like, but Digi's support has been excellent. I've been overnighted parts, have had great conversations with their product specialists - I would say that my experience with Digi has been on par with that of IZ, and that's pretty darn good.

[allencollins]

Digi charges more for their products maybe that's why?

[DAWgEAR]

Originally Posted by shanabit

"Steinberg Support" =oxymoron

LOL. True, unfortunately.

[feyshay]

I sympathize with you.
You really should have waited to buy the update.
Now that you have it. Why not get over the arrogance and inflexibility of a sales/tech stupe. Just install it and get used to it. You'll just miss features of Cubase that are not in Reaper.
They'll get their shit together for the next update and fix some of the important problems.
I guess I was not affected by some of the stuff (DX, etc.). The program has been stable for me. They still have to fix the whole group routing flexibility.

[orange]

I think Steinberg support (?) has reached an all time low. I've been using SB products for over 20 years (since pro24) and it's never been as bad as it is now. Whatever is really going on at SB HQ, they come across as greedy and arrogant.

Even I'm thinking of shifting over to PT.

[Kiwiburger]

Poo Tools doesn't have plugin delay latency compensation - despite all other DAWs (including freebies and cheapies) having it. There are many excellent VST plugins you would need to get a wrapper for - yuck.

There isn't a perfect DAW yet - so just suck it up and get yer C4 update and enjoy the new features and plugins. It's not so bad.

[Doublehelix]

Originally Posted by DeathMonkey

Digidesign is the cold, emotionally unavailable goth chick to Steinberg's actively abusive nagging needy former cheerleader.

Haha! Quote of the year, and a GREAT visual!!! That is perfect man!!!

Originally Posted by Kiwiburger

Poo Tools doesn't have plugin delay latency compensation - despite all other DAWs (including freebies and cheapies) having it. There are many excellent VST plugins you would need to get a wrapper for - yuck.

That is only true about Pro Tools LE (no PDC), although the VST plugin issue is obviously a biggie. I have found that a lot of the plugs I bought as VST plugs also come with RTAS versions on the same CD, so most of them would be OK. One notable exception is the UAD-1 stuff... bummer there.

Originally Posted by Kiwiburger

There isn't a perfect DAW yet - so just suck it up and get yer C4 update and enjoy the new features and plugins. It's not so bad.

A very true statement about no perfect DAW, but my point is that since nothing is perfect, why put up with all the Steinberg crap?

Sure, I could just bite the bullet and install C4 when the upgrade comes in, but I really have had it with these guys. I never thought I would get this ticked at anyone, but at some point, the madness has to end.

Also, I am not sure I would even want a working C4. That new Soundframe browser or whatever it is called looks horrible! It is once again Steinberg's attempt to force us into working their way rather than giving us options. I freely admit that I have not personally tried it, but have read a lot about it, and seen tons of screen shots, plus I have heard all the moaning about it over at Cubase.net.

So now I have to put with Steinberg's crap, *plus* learn a whole new way of working at the same time. This new "feature" might appeal to musicians or to those new to the game that need to organize their plugs and presets by category, but those of us who have been around forever (or maybe even longer) just want to grab a compressor and start tweaking. I don't want to browse through 5 million presets that are organized by type. That is just my style I guess...

Also, your comments about Reaper not being ready for prime time are sort of my feelings as well. I am sure that some day, Reaper is going to take the market by storm, but my impressions are that it is just a bit immature yet.

Samplitude looks like a good option, but there is something about it that makes me hesitate. There is a great upgrade option going on until the end of the month with Samp for Cubase users... $399 instead of $599. Normally, the full version is $999. It is probably worth picking up at that price.

Several comments here about just sticking with C4...

I suppose I *could* do that, but I am not going to. Mostly out of principle I guess, but I am not *completely* stupid! I will keep Cubase SX3 on my system and can continue to use that for a while without any issues. It works great, and is perfectly stable on my system (Core2Duo).

I can try out Samplitude for a while, and if I don't like it and later change my mind, I can always buy the C4 upgrade again later and continue down that path. I doubt that I will do that, but it is always an option I guess.

Thanks for all the comments guys... it is a tough decision to leave a company that I have been with for so many years... through thick and thin, etc.

[redddog]

Just to speak to the support issue;

Samplitude support is astonishingly responsive. The cubase forum actually deletes threads that question them or call out shady practices and stuff. With Samplitude, the developers actually hang out on the forum. The LEAD developer is on that forum everyday and offers help, gives feedback, speaks about what they are working on currently, even tells when to expect patches and what specifically what they will address. I've even seen him here.

The support with Samp literally could not be better.

[Psyko/Acoustics]

So let me get this straight...

Steinberg's support sucks
Logic's support sucks
Digidesign's support sucks

Goddamn! Is Magix the last bastion of user support?

How's MOTU and Cakewalk?


I hope Matthew Murray is reading...haha (we're all screwed man)

[shanabit]

Originally Posted by Psyko/Acoustics

So let me get this straight...

Steinberg's support sucks
Logic's support sucks
Digidesign's support sucks

Goddamn! Is Magix the last bastion of user support?

How's MOTU and Cakewalk?


I hope Matthew Murray is reading...haha (we're all screwed man)

Cakewalks is good
MOTU's SUCKS, yes I have MOTU product
Logics doesnt even exist. You fill out a form and send it to Appledfegad
Digi has always been responsive to me

Samplitude and SawStudio have good support

[Adria_BCN]

How i love i'd live on the States... were Digi's service seems OK.

I've been a long time Digi user, but man... Spanish digi people have made me stay as far as i can from everything digi.

Impossible to repair your hardware if its not registered, even paying for service! the answer = no.

Impossible to find them on evenings.

Been told by phone "If you don't have an ICON dont disturb anymore"

Been negated the phone support to a protools system bought bundled with an Avid system (Avid Studio).

and thats just what i can say in public....

Never had to call or need steinbergs support, but i hesistate it's worst than this... nothing can be!

[d. gauss]

Originally Posted by Doublehelix

Reaper not being ready for prime time are sort of my feelings as well. I am sure that some day, Reaper is going to take the market by storm, but my impressions are that it is just a bit immature yet.

Samplitude looks like a good option, but there is something about it that makes me hesitate. There is a great upgrade option going on until the end of the month with Samp for Cubase users... $399 instead of $599. Normally, the full version is $999. It is probably worth picking up at that price.

reaper at 40 bucks is a no brainer. IMO, for audio recording, for what I do, it can't be beat. for midi based recording? not yet, but i don't use much midi so it isn't an issue... though some midi folks seem to say it is coming along nicely, with EXCELLENT support.

[Doublehelix]

I ended up going with Samplitude. The price was great, and so far, the support at the forum seems *amazing*! The final product should be here within the week, so I can move off of the demo, and get to the real thing.

The support was an important consideration.

Goodbye Steinberg.

EDIT: While I was typing this reply, I just got an email from Synthax (Samplitude's distributor in the US) saying my package was on the way with a delivery date of Thursday of this week with a tracking number. Now that is service!!!

[redddog]

You will love it. It's killer. See you over there.

[Jay Levitt]

Originally Posted by DeathMonkey

Digidesign is the cold, emotionally unavailable goth chick to Steinberg's actively abusive nagging needy former cheerleader.

Now that's .sig material...

I'm sticking (stuck) with Steinberg for the moment as well. Pro Tools has done a lot of catching up over the past two years, but I hate to buy into such a proprietary hardware system after getting burned with Paris last decade. I like the fact that I can switch software without buying all new hardware.

Then again, if one of the major alternatives to Nuendo doesn't work with my "all-purpose" hardware, then it's not all that all-purpose, is it?

Jay

[ImJohn]

Yup, I'm with you Doublehelix, I'll be ordering my copy of Samplitude on Monday and I will keep SX3 around on the PC too. Although I do have some strong curiousity about SawStudio. Mucho more expensive . . .but something in the back of my mind keeps bugging me to check it out . . .

[mOjO FET]

Here's something for you curiousity John.

http://www.sawstudio.com/

PM me if you have a question or come to the forum.
http://www.sawstudiouser.com/forums/index.php?

Michael

[DRC]

Originally Posted by DeathMonkey

Digidesign is the cold, emotionally unavailable goth chick to Steinberg's actively abusive nagging needy former cheerleader.

That is f*ck*n hilarious. Except that Digi is not only the cold, emotionally unavailable goth chick, but she also gave me herpes. Well... in the form of a Mix system one year prior to the release of HD. Or was that VD? Anyhow I still have it.

[manning1]

reaper...immature ??
not in my opinion.
so far it hasnt stopped me from doing any song i want to do.
talking bout support.......imho reapers is v good.

as is powertracks that i also use. support is free.
you send emails to pg support and they respond.
or you can talk to em via on line chat.
or the forums at pgmusic. great support over the years.