45 minutes ... and counting

It seems there have been a lot of people complaining about Cake not responding to email tech support queries as well this month (just saying...).
I wonder if they are reorganising the support dept.

Also I wish Cake would do online chat.
 

CakeAlexS
It seems there have been a lot of people complaining about Cake not responding to email tech support queries as well this month (just saying...).
I wonder if they are reorganising the support dept.

Also I wish Cake would do online chat.
 

In the long run, this could probably save time spent by technicians working on the easier solvable problems.
 
We all know how much easier it is actually seeing the problem, rather than someone trying, and sometimes non too eloquently, describing the problem.
 
And all the relevant/pertinent questions can be asked by the tech as he's working through it.
 
45 minutes??
 
Sheesh. I hope you're not on a payphone

Average wait time for the day is 5 minutes 50 seconds. Between 1pm and 2pm it was around 7 mins (we're always busiest right when phones open). Current hold times are under a minute. Currently there are zero calls in queue so now is the perfect time to get in if needed. There are agents on current calls though. Any hold time is not ideal, but it's definitely not 45 minutes. For the year, we're under 2 minute hold times on average. When I started here, 45 minutes was actually the norm. It's definitely not the case anymore. 
 
FWIW, I located the email ticket you sent in. You replied to a case closed on 12/10/2012 which was with an agent that no longer works in tech support. This pushed the case into the back of the line versus opening a new case via the intended system here: http://www.cakewalk.com/support/contact/TechnicalSupport.aspx . In general it's usually easier if you're contacting Tech Support again to use the form.
 
We're constantly working on improving our support offerings. We've had staffing changes as well as an insanely busy release on our end in terms of volume, which of course results in support staff being much busier then usual. The norm is that calls and emails are answered pretty quickly. What people tend to read on the forum is the opposite of the norm, which is unfortunate :/
 
Anyhow, every time I read threads like this it does help me since ultimately I'd love to have more people available to help. We're a pretty small team. Offering support costs money though, and currently we don't charge a dime for it. I'll bookmark this thread though :)
 
Sorry for all of the trouble with the waits.
 
As far as your question with the BCR2000 goes, I can see that our guy last year was recommending ACT but it wasn't working out well for you. Can you give us some specifics perhaps? I don't have access to a BCR2000 right now but, as Ampfixer mentioned, we might have someone on the forums with access to it as well as SONAR X3 who would report on their experience.
 
 
 
Edit: BCR2000 not BCF2000*

ampfixer
If I were you I'd ping FBB - Fast Biker Boy, as he is doing the how-to vids and I believe he uses the same controllers. He could likely get you going before you get a tech support call.

Thanks John.  I'll check out the Fast Biker Boy vids -- they sound promising.

Ryan Munnis [Cakewalk]
Sorry for all of the trouble with the waits.

Hi Ryan:  No problem, I understand the realities of running a business...
 

Ryan Munnis [Cakewalk]
As far as your question with the BCR2000 goes, I can see that our guy last year was recommending ACT but it wasn't working out well for you. Can you give us some specifics perhaps?

I want to map the physical knobs on my BCR2000 to the various controls of the ProChannel (freq, gain, Q, etc.) so that I can do things like sweep the filters to find trouble frequencies which I will later notch out.  Currently I use my mouse, but this is very clumsy.  In fact, this is why I bought a BCR2000.
 
First let me say that I've had no trouble getting other control surfaces (e.g. the Korg NanoKontrol 2) to work in Sonar via ACT, so the problem is not my computer, my Sonar setup, or a lack of familiarity with Sonar, etc.  The specific problem seems to be an interaction between the BCR2000 and ProChannel.  The problem is that after assigning a knob on the BCR to, say the frequency of the low pass filter (LOW), the response of the control is very sluggish and the range of the control is quite reduced (meaning that a full sweep on the BCR will only move the frequency of the filter a few Hertz).  Another issue is that 'crosstalk' develops among the assignments such that moving a BCR 'knob' assigned to, say freq, also modulates the 'knob' assigned to the Q.  I was quite careful in setting things up, so this is not due to pilot error.  The tech I spoke to last year said that ACT-based MIDI control of the ProChannel was a known issue and Cakewalk was looking into the problem.
 
In contrast to using ACT, I had great success using the MIDI learn feature -- where you click on the ProcChannel 'knob' you want to control, move the knob on your physical controller (the BCR), and then Sonar learns this assignment.  The problem with this feature is that it's not saved across projects/sessions.  So, if I want to control 4 filters x 3 settings x 8 channels, I'd have to make 96 assignments every time I open a project!.  It's a shame because this feature works great.
 
The reason I'm pursuing this issue now is that I'm thinking of upgrading to X3 Producer (from X2 Producer) and would like to take advantage of the Melodyne upgrade offer that expires on Nov 30.
 
Cheers, Anthony

the call to support that prompted this thread?