Big Thanks to the Cake Staff

The fact that you folks are stepping up and clearing the support backlog has not gone UN-noticed. Lots of people working way outside their job spec right now. Fortunately, i didn't need your help, but the effort is still appreciated.
 
I hope this will give those in line some comfort and quiet the nay-sayers. This could be the one DAW to rule them all.

Thanks Cake , Thanks Everyone

I also would like to thank the bakers, and quite a few people here (some mentioned already) for continuing to educate me on a daily basis

Ditto all the above...

And let me add...

The program, for having so many updates, has been incredibly stable and reliable!

THAT really says something.  Even the previews have been really stable!
Well done Bakers...and well done in quickly addressing the minor issues.

I have one right now where the Saturation Knob resets to Zero every time I save
my project...just to "throw that out there"

Thanx Again for the AMAZING work guys!

telecharge
Where is the evidence of the OP's claims? There still that "Due to the overwhelming response..." message on the support page from a month ago, and no phone support slots available.

maybe just take it for what its worth ? the forum hosts have been working double time on these forums to answer questions and solve problems (asked by users such as yourself.)
 
I respect your opinion, but to ask for evidence is a little unreasonable.
Sorry if you have been waiting for a reply from support. (not my responsibility) but from one user to another..
I hope it gets solved soon.
 

You can consider the anecdotal evidence that the "support sucks" posts are drying up, but there's more to it than that. I know for a fact that Noel and others at Cakewalk who are not "support people" have pitched in with support (Noel did 41 cases in one day last weekend), as has Gibson's support team, and there are two new support people who have started. Also, a store glitch was discovered that caused massive amounts of problems, and that is either being fixed or has been fixed. Given all that, I would be shocked if the backlog wasn't diminishing.
 
Furthermore...the above are the beginning of improvements to support, not the end. So the OP got it right.

If you were a frequent poster telecharge, what the OP claims will be obvious. I make a point of checking in daily to see how things are going. I see evidence of the work by seeing who posts and who helps them. And remember, that's only what happens right here.

I don't really see a difference either, but that's only because I haven't needed support. What I have seen is a quite a lot of bug fixing going on. Maybe that will help reduce the support backlog too.

Cue with my usual disclaimer - it's a very clever kludge that can work well, and may be your only decent option with a laptop, but can cause immense problems in some, if not many, situations. Personally, I've tried it. With one laptop it worked okay although it would freak out periodically and if I changed the latency, it would be okay for several minutes. With another one I'm surprised the laptop didn't catch on fire or something, it would crash with just about anything audio.
 
If it was banned software, I suspect the forum's "SONAR does weird things" posts would be reduced dramatically.
 
Cue pwalpwal saying that it's great and works wonderfully for him . I'm sure it does (see my usual disclaimer above).

Well - I appreciate ANY efforts that anyone makes towards making software work better for all using it, whether Sonar support staff, the second string of Sonar employees trying to get the backlog under control, the willing forumites, or whomever.  That said, I've rarely gotten responses that fixed a problem from mailing support or filling out their online forms.  I've only done it a few times over the years.
 
I used to be a lot more active here with assisting others, providing tutorials, etc, but haven't had as much time to spend on this as I used to.
 
I currently have two issues in the problem reporting system.  They are both issues that have existed through many versions that I can't imagine others are not having - in fact I've seen a few posts about them without remedy.  They are not show stopper bugs, but seem like the kind of thing that would have gotten fixed because they both represent a problem with a feature that plain doesn't work.
 
Both are about (midi) Remote Control.  One of them allows the remote control to function in that the on-screen images change when the control is changed, but the things that they are supposed to have an effect on do nothing. In this case, it's the send on/off of a channel.  Map it to a button on my PCR800 and it doesn't turn the send on and off.  the GUI shows it being turned on/off, but audio is unaffected.
 
The second one is because the first one didn't work.  Using the same midi Remote Control concept, I have assigned a button on the PCR800 to toggle the mute on my hardware output.  I have one output for speakers, one for headphones.  I have the same remote set to each with the toggle initially set so that they are opposite of each other (one pair muted, one not).  This completely works and makes it very each for me to change from speakers to headphones with a single button.
 
Unfortunately, none of the mid Remote Control assignments are saved with the project. So every time I open any project (including my scratchpad), I have to remember to add the Remote Control assignment to both of the main buttons.  I wouldn't use the feature for anything else because it would be rendered pretty useless if I had to try to remember a bunch of CC information and which controls I had it set to.
 
Is it a bug?  Seems pretty dumb that they would intentionally not choose to save this info with the project.  A complex setup would get completely out of hand.  And the things I'm trying to control are not in ACT, so I can't just use that, which I'd prefer, but they aren't there.
 
All of this comes down to the response to my problem report when I check it:
 
Status Information
The current status of your report is
New        
This is a new problem report. It has not yet been reviewed by Cakewalk.
 
I submitted the report on 8/20/16.  That is 16 days ago and the report isn't even acknowledged.  Since I run a technical support company with a ticketing system, I can say if we had a ticket that wasn't even acknowledged as existing for 16 days, there would be meetings and resolutions, or at least communication.
 
Sorry for the rant.  Just showing ACTUAL experience.

Is there anything in the works that will allow us to check on our support cases?
http://forum.cakewalk.com/checking-status-of-Cakewalk-Technical-Support-Cases-m3400308.aspx

bapu
BTW I think I'm an average Cakewalk customer. I use their software as a hobbyist and the OPs assertion seems spot on to me.

Yeah, with nearly 72,000 posts, you're the average Cakewalk customer.
 
No one has provided anything other than anecdotal evidence, but go ahead and pick apart a sentence fragment if it makes you feel good.

bapu
Where is you empirical/statistical evidence of who and what is an average Cakewalk customer and how the OP's assertion (actually it was just his viewpoint) is overwhelmingly not shared by that class of users?

 
A fact is not a viewpoint. Do you need to reread the OP?
 

bapu
Again I will assert that I believe I am, IMO, an average Cakewalk customer. That's all it is. A belief.

 
And it is my belief that the OP's claims are obvious to no one. That's not to say they aren't true.
 
I'm not into arguing on the internet, so I'll ask this as simply as I can...
 
How would someone who needs Cakewalk support know what the backlog is and how long it will take to get support?

But Noel is not "lots of people." That sentence in the OP seems like an apple for teacher for Noel and Craig. Not that I don't appreciate the help they provide, because I do.