My experiences with Arturia support has been, shall we say, a bit comical, no tragedies as such, just a bit comical, I’m sure they are nice people though
It's a bit like buying a car that has a lot of really silly faults, that should never have been there, but the company are so apologetic, and helpful about resolving them, they disarm you, and then you think "hey! but the faults shouldn’t have been there in the first place!"
I have to be honest, Arturia have infuriated me a lot in the past, I spent ages making great sounds with some of their early soft synths, and they never really made later versions backwards compatible, they gave me a converter, but it never, ever worked, I had to keep an old PC running just to play those sounds.
I don’t know what’s up with this Keystep, but it’s a pain, I just can’t take to it, my Moogs seem to play with my modular nicely, so I’m using them as controllers, the KS is not intuitive, if I’d have known how it behaves and the "logic" of how it works I’d have never have bought it.
I’ll keep it as a handy Midi controller, but that’s about it.