Hi everybody, im speaking on a member behalf

This is not another DAW war thread but my experiences with their support.
I own Steinberg(software and hardware) and Presonus (hardware) so i have experiences with both companies regarding this issue.
In short Steinberg support via email or forum is fucking terrible and unprofessional.
I love their software but they act like they work for themselves.
You either wait for days or they don`t respond at all.
Same with bug fixing requests via their forums,just terrible.
Presonus on the other hand responds in maximum 48 hours,nice lads and stay with you till your issues are solved,my experiences are so much more positive with Presonus.

What was your worst experience with a company and their support?
Which company do you think has the best support?

 

The worst support is Magix, regarding samplitude, and unfortunately it's not in your poll. You can't even subscribe to their forum, this way no complain, no issue..When you finally do manage to subscribe with vpn strategies and crap, they usually politely tell you to f..k off regarding anything or to get sequoia (almost 2000$) which will certainely solve your issue.
I love Samplitude, I bought it knowing this situation, but it really sucks ! (you hear me Magix ? You suck !!)

 

for me it was elektron, hardware manufacturer, needed a replacement psu for my machinedrum, took them 3 weeks to respond and tell me they didnt produce them anymore and another 3-4 weeks to tell me where i could find one. by that time i had already searched the entire net for one and turned out i needed to order one in the US as ac/ac psu's arent produced or sold in europe

 

Agree Steinberg sucks ass, as so does protools and thats because they make the big bucks and yep you guessed it ! CORPORATE GREED at its best

 

its a toss up between Presonus & Steinberg for me, its been a while since I've felt with Presonus as I own nothing from them anymore . Steinberg Support has never helped me ever, but the forum i have had much success with and more often then not at least found a workaround for most situations, and there updates never really fix any issues im having,,, IE ( saving track presets but not being able to use them in other projects.

 

how arturia isn't up there is beyond me... (unless you are just talking DAW's)...(which apparently you are...)

AVID stinks and sticks it to you without mercy or consequence... and Ableton simply doesn't give users what they need or want.. so those are 2 different answers...

 

Hello,

Well, we are trying to improve, at least that is why I am hear and if you have any issues please feel free to contact me and I will do my best to try and help you.

Best regards,
GN

 

PACE/iLok

 

Yeah, worst support by far is by Steinberg. They never even reply to your requests

 

Well, Guillermo is here and on GS (danke!), can't say that of any Avid rep. With them you gotta pay to ask questions..wtf?

 

I`ve had Samplitude, Cubase 4, Sonar??? and now Ableton.
My experiences:
-Cubase did not bother to reply my support request;
-Sonar was very helpfull;
-Magix was also very helpfull (I lost my license codes);
-Ableton has the best support 10am - 22pm CET with remote control.

Although Native Instruments does not have a daw they do lousy support.

So: Steinberg. It`s a shame since Cubase is basically a good daw

 

Last edited: Mar 12, 2016

Imperfect Samples and the gearslutz thread that goes on for years
https://www.gearslutz.com/board/moan-zone/849647-imperfect-samples-no-contact.html

 

Tone2 and reFX hands down.

Buying Tone2 software will NOT keep them from shutting your computer down. I know, because I purchased all of their software (I know there are people out there who hate the Tone2 sound, I am not one of them). I just got shut down in the middle of a session a couple days ago, after I had made a painstaking effort to remove the other cracked plugins that Tone2 flags as reason to shut down your computer. That means I spent hours loading a session with different combinations of plugins just to see which combinations wouldn't shut my fucking computer down!!!

It worked, Tone2. You won. I paid money for your software. But every time I load your plugins and my computer shuts down, It's a big "fuck you. you already paid me." Just thinking about it pisses me off.

Tone2 feels totally justified for punishing you like this for buying their software. All they will say is "you must remove ALL cracked plugins and then you will have no problems." Also, of course, no refunds....

I feel like an asshat for ever buying their shit. I might just reinstall the R2R software and use my legit keyfile, see how that works out. If that doesn't work, I'm going to very carefully render all the tracks I used their software in and uninstall the shit from my computer forever. My next music rig will NOT have Tone2 products installed.

 

That there is the most valuable advice anyone has EVER given on this site.

 

My first Cubase was VST 3.7, then Cubase VST 5.0, as far as I remember. The last Cubase license I bought was Cubase SX 1. Despite I had an optimised audio production machine with SCSI drives, Creamware Pulsar DSP.card (they changed their name to Sonic Core), Cubase has always been extremely buggy. crashed all the time and virtually no support from Steinberg.

Finally I came across a copy of Ableton Live 5 and after an extended period of trying it I bought an Ableton Live 6 license. What a relief! Live 6 was so much more stable and bug free. I never looked back. Furthermore I find Abletons support via e-mail or telephone kind and fast. Most of the time I get a satisfying answer within an hour.

So yes, to my experience, Steinberg is by far the worst.

 

elevayta isn't so great either

 

Last edited: Mar 14, 2016

Have been using steinberg since the 8ies, from Atari to Pc to Mac. All legit. Had no serious stability problems ever. Occasional crashes mostly due to other causes. Whenever there was a problem, support was good or could be got from their forums. Essence is that you have to know your tool to avoid trouble. I do help out other musicians using cubase from time to time and mostly it is their reluctance to read manuals that leads to disasters. So, no need to bash steinberg for not replying to some trivial question ...

 

Without any doubt... NATIVE INSTRUMENTS!!!!
Since I have my Maschine, I only have problems with them.
Even going personally with all the documents to them....

 

Well i don't know about support at Steinberg but regarding marketing, i've seen better. hands down.

For instance, i've bought many stuff over the years, much more than the Absolute VST collection and while the customers who actually bought the Absolute 1 version were entitled to a discount upgrade path for version 2, people like me who spent MUCH MORE are left aside.

I asked about this and was answered to simply RESELL all my current products and BUY the absolute 2".

Are some guys on drugs at your company Guillermo?

Anyway, from this day, i've never bought anything else from Steinberg. In fact, i simply put the incoming mail to trash directly. And i put my money on other stuff. Small companies stuff mostly and i'm being treated like a half god.

EDIT : I found the mail

Dear Sir,

Thank you for contacting Steinberg Technical Support.

Unfortunately, there is no combined upgrade that allows you to move to the Absolute 2 Collection.
http://www.steinberg.net/fr/shop/buy_product/product/absolute-2-vst-instrument-collection.html

However, you can always sell the individual licenses and buy the Absolute 2 Collection as a replacement.
https://www.steinberg.net/nc/en/support/knowledgebase_new/show_details/kb_show/resale-wizard-for-steinberg-software.html


Kind regards,

Georges Boboé
Steinberg Technical Support Representative

 

Last edited: Mar 11, 2016

TC Electronics. I bought a Konnekt 24D interface back in 2008. A couple of years later, one of the two FW ports went out on it, so I contacted TC, even though the interface was no longer under warranty, just to see if they could direct me to where I could get it fixed. Their original suggestion was, I should just buy an IMPACT Twin, since they no longer made the Konnekt 24D. After a bit of back and forth, they eventually disclosed how to get a repair order through a different company. I never followed through on it, since this was now months later. I've been living with a slightly defective interface for a while, and have finally decided to break down and buy a new one. I can buy a new Konnekt 24D for about $300 via eBay, or a new IMPACT Twin for about the same price. However, TC no longer makes either interface (though they have kept up on the drivers … for now), so it's essentially dead technology. Not even registering your brand-new interface with them is much help, since they don't seem to care too much about supporting their products. I'll just end up spending a bit more money and getting a product I know will be supported for a while from a different company. The saddest part is, the Konnekt is actually a great interface -- it comes with a couple of powered plugs and has great preamps.