Helpful ReplyDoes Cakewalk Still Have Tech Support?

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jsg
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2017/08/24 19:09:04 (permalink)

Does Cakewalk Still Have Tech Support?

I wrote to Cakewalk several weeks ago about a problem I am having recording audio.    I didn't get a response.  I wrote again last week, no response. 
 
In contrast, when I contact VSL or MOTU, I get a reply the next day.  I cannot even find a phone number for Cakewalk!  
 
Is this an anomaly, or is CW support really going downhill?
 
 
#1
Matron Landslide
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Re: Does Cakewalk Still Have Tech Support? 2017/08/24 22:20:35 (permalink)
I wouldn't say it's going downhill, I mean it's already at the bottom, there is no further down .
As I'm sure you are aware, it has been like this for year and a half 2 years, some would say much longer, much longer. There was a thread on the main SONAR page recently which some disgruntled user resurrected, it goes back to 2006 , and I don't think things have changed much. John boy decided to lock the thread to get rid of it, guess it's better to hide the truth and stick your head in the sand, seems to be the way it is.

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#2
SB3LL
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Re: Does Cakewalk Still Have Tech Support? 2017/08/25 14:49:03 (permalink)
Submitted a fault report from within Sonar - Waited and no response. Created Support request #355180 on 8/18 referencing the previous fault report and got a Robot Generated acknowledgement with the case number.  Wed 8/23 sent another E-mail asking for response and got nothing.
 
I have another Digital Music Software company trying to work with me on my problem. I have supplied all the details and crash dump info to them but they need to get with Cakewalk Support to move forward. I have supplied all of this info and the typical info to Cakewalk in my User Profile and E-mails mentioned above.
 
Please reply to my Cries for Help before I jump off the ledge !
 
BTW - Sent a copy of this Post to cakewalk support, but I expect it will promptly be ignored.........
 
Thanks ( I think ? ) 
Cakewalk User ID: SB3LL
#3
midori4000
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Re: Does Cakewalk Still Have Tech Support? 2017/08/28 17:57:11 (permalink)
Gibson is their parent company. I tried calling them, but got no traction. Perhaps if many folks call?
 
@Cakewalk: I've used your products for 15 years, but this lack of support is ridiculous and may cause me to leave Sonar behind.

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#4
Seth Kellogg [Cakewalk]
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Re: Does Cakewalk Still Have Tech Support? 2017/09/01 18:22:40 (permalink)
jsg
I wrote to Cakewalk several weeks ago about a problem I am having recording audio.    I didn't get a response.  I wrote again last week, no response. 
 
In contrast, when I contact VSL or MOTU, I get a reply the next day.  I cannot even find a phone number for Cakewalk!  
 
Is this an anomaly, or is CW support really going downhill?


What's your support ticket number? I'm not seeing anything in the system that's open. The last case we have from you was responded to on: Date:Wed, 12 Jul 2017 18:13:07 -04:00
post edited by Seth Kellogg [Cakewalk] - 2017/09/06 15:54:54

Best Regards,
Seth
#5
oudsies
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Re: Does Cakewalk Still Have Tech Support? 2017/09/02 07:11:00 (permalink)
I recently bought Sonar Professional.
I'm very disappointed with the product.
Is there any way i can get out of my contract?
#6
ljb500
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Re: Does Cakewalk Still Have Tech Support? 2017/09/02 08:24:38 (permalink)
I contacted cakewalk with a question prior to purchasing sonar and got a response back within a couple of hours , seems they are pretty keen to respond when they think they are going to take your money. The Question I sent to support after purchasing however never got a response. Shame, cos the quick response prior to purchasing helped sway my decision to buy.
#7
brconflict
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Re: Does Cakewalk Still Have Tech Support? 2017/09/07 17:42:28 (permalink)
I've mentioned this before, and hopefully it was well-received by CW, but the issue I have experienced (not here, but in general), when you have a product as complex as this, and user community much more complex in how they use the product or where the lines of actual issues vs. show me how issues are super-gray, your support staff become inundated with RTM (Read The Manual) calls. 

More, Tech Support is free with purchase, and there's no available priority support option.

There's three ways of looking at this problem. 1) Simplify the product (ala Dave Thomas' strategy for KFC (Google him)), which we can't do, 2) Restrict support, or 3) Expand Support (new-hires).

It's tough to do this, but the alternative is to leave things alone, which many would argue has not been very successful.

My advice:
1) All call-in Free Support is Callback only. You open a ticket with a ticket-taking team, and when a Support Engineer is open, you can get a callback.
2) Priority (paid) Support will allow you to queue and be connected to an Engineer. Premium paid support (future) will give you an on-call duty Engineer, which would be to support late-night users--I doubt anyone would need this on any regular basis for now.
3) Support Engineers have specific areas of skill/training, which makes them experts in things like MIDI, General Sonar, Editor, Plug-in Support, etc.
4) Publish internal wait-times/resolution to upper management. This is a very important step. What improvements can you make without knowing your current metrics? I'm assuming they do this now.
5) Online/emailed support is handled with the same Engineers, but they rotate between calls (1 online case per 4 calls taken). Or, rotate Engineers between calls and online cases. All cases must be acknowledged with a ticket # and expected tech response time-frame. Confidence in SLA's must be built.
6) Get Zoom or GoToMeeting screen-sharing. Support Engineers can help much more efficiently if they can see your screen.
7) Draw some lines between Tech Support and consultation. If it's a training issue that will last longer than 10-15 minutes, it needs to be a consultation at extra cost. Enough of these types of calls will pay for the trainers. Look at it the way Smart-Phone games are today. You get the game cheap. The add-on help/power costs extra, because the expert players may not need the extra help (self-help, like me). It will also encourage forum use and downloading videos. 

Anyway, there's a lot of things to consider here. I do sincerely hope CW is actively seeking to invest some TLC here.

Brian
 
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#8
stevec
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Re: Does Cakewalk Still Have Tech Support? 2017/09/07 17:54:30 (permalink)
I've worked in software technical support for 20 years and can certainly vouch for the ideas you've outlined. They can work, provided you have the right personnel in the right system.  For example, we have multiple levels of support with channels available for some levels and not others, training per discipline, internally monitored SLAs, remote support (Team Viewer, Webex, GoToMeeting, etc.), and definite lines between support, training and consulting.  Granted, things may be still missed on occasion but that tends to be the exception.
 
I'd imagine the most difficult part would be getting this type system set up in the first place; time, resources and $$.  And of course, you'd have to be confident that the expense will pay for itself in the future. 
 
Anyhow...  whether this could work in practice for DAW software I suppose is a bit of an unknown, but I certainly like the way you've presented your case!  

SteveC
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#9
jsg
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Re: Does Cakewalk Still Have Tech Support? 2017/09/07 22:09:18 (permalink)
Seth Kellogg [Cakewalk]
jsg
I wrote to Cakewalk several weeks ago about a problem I am having recording audio.    I didn't get a response.  I wrote again last week, no response. 
 
In contrast, when I contact VSL or MOTU, I get a reply the next day.  I cannot even find a phone number for Cakewalk!  
 
Is this an anomaly, or is CW support really going downhill?


What's your support ticket number? I'm not seeing anything in the system that's open. The last case we have from you was responded to on: Date:Wed, 12 Jul 2017 18:13:07 -04:00




Yes, this is true, you have the date and time correct of my last response from your company.  Here is the email:
 
Hi again,

Unfortunately, I believe the Problem Reporter feature in customer accounts is no longer available. We apologize for any inconvenience. Our development team is now checking for customer reported issues in the Problem Reports section of the forum instead.

Best regards,

Sean Buckley
Product Support
Cakewalk, Inc.
 
Seems like it's merry-go-round "support"; no phone number, no problem reporter, so I send emails describing my issue and I got the above email back.   This is not technical support.   About 80% of the issues I have used the Problem Reporter to report do not ever get fixed, some of the issues are several years old.  
 
And why would this post suddenly get moved to "Cakewalk Store"?   What do bug reports have to do with the store?
#10
Seth Kellogg [Cakewalk]
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Re: Does Cakewalk Still Have Tech Support? 2017/09/07 23:08:22 (permalink)
jsg
Seth Kellogg [Cakewalk]
jsg
I wrote to Cakewalk several weeks ago about a problem I am having recording audio.    I didn't get a response.  I wrote again last week, no response. 
 
In contrast, when I contact VSL or MOTU, I get a reply the next day.  I cannot even find a phone number for Cakewalk!  
 
Is this an anomaly, or is CW support really going downhill?


What's your support ticket number? I'm not seeing anything in the system that's open. The last case we have from you was responded to on: Date:Wed, 12 Jul 2017 18:13:07 -04:00




Yes, this is true, you have the date and time correct of my last response from your company.  Here is the email:
 
Hi again,

Unfortunately, I believe the Problem Reporter feature in customer accounts is no longer available. We apologize for any inconvenience. Our development team is now checking for customer reported issues in the Problem Reports section of the forum instead.

Best regards,

Sean Buckley
Product Support
Cakewalk, Inc.
 
Seems like it's merry-go-round "support"; no phone number, no problem reporter, so I send emails describing my issue and I got the above email back.   This is not technical support.   About 80% of the issues I have used the Problem Reporter to report do not ever get fixed, some of the issues are several years old.  

 
The Problem Reporter Form was removed from the site months back. The form always contained the disclaimer that it would not put a customer in touch with a support representative, but was continually being used as an avenue to try and request support directly. Understandably, that was problematic. 
 
The system backend was designed to be automated and to parse reports from the Automatic Fault reporter built into SONAR. All data that was manually input into the Problem Report form is still in the system, but we are no longer allowing additional manual submissions. It is only for automatic reports moving forward.
 
We're now requesting that users post bugs in the Problem Reports subforum, as support mentioned in their e-mail. QA/Development will help verify and log the case internally on a customer's behalf with proper supporting information. If you have existing CWBRN numbers, mentioning them in the forum post will help prevent duplicates in our system.
 
jsg 
And why would this post suddenly get moved to "Cakewalk Store"?   What do bug reports have to do with the store?


The Problem Report subforum is for posting and verifying product issues. This thread and the replies are about Cakewalk's support policy. This is a more appropriate subforum for the discussion.

Best Regards,
Seth
#11
ampfixer
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Re: Does Cakewalk Still Have Tech Support? 2017/09/13 21:29:35 (permalink)
What a load of BS. Could we have a definitive statement of Cakewalks support policy along with the required steps to access and follow-up until resolved? That doesn't sound unreasonable. What Cake is doing is unreasonable and sounds more like a shell game that anything else.

Regards, John 
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#12
Seth Kellogg [Cakewalk]
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Re: Does Cakewalk Still Have Tech Support? 2017/09/14 17:28:08 (permalink) ☄ Helpfulby ampfixer 2017/09/20 17:22:32
ampfixer
What a load of BS. Could we have a definitive statement of Cakewalks support policy along with the required steps to access and follow-up until resolved? That doesn't sound unreasonable. What Cake is doing is unreasonable and sounds more like a shell game that anything else.

 
  • We ask that if users find issues they report them here: http://forum.cakewalk.com/Problem-Reports-f77.aspx
    • Quality Assurance will help verify and post responses here when able. This may involve forum and/or e-mail exchanges between the user and QA.
    • If it's determined to be a coding bug, we will log the case internally and tag it as customer reported. 
    • If you have legacy Problem Reporter CWBRN numbers, please include them in your post.
    • We can not make promises or provide timetables for individually reported issues, this is always subject to Developmental needs, concerns, impact, and current or future feature development. 
  • The Automatic Fault Reporter built into SONAR sends reports into our automated system.
    • We encourage users to Contact Support and/or place a note in their Problem Reports post(s), if you have uploaded a crash that would be of relevant interest for QA\Development. 

Best Regards,
Seth
#13
alovell
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Apparently not. 2017/09/14 19:56:54 (permalink)
The answer appears to be no.  I go back all the way to the Turtle Beach/CWPA days with Cakewalk, which had excellent phone support, but I'm going to have to bail at this point.  A product as infernally complex as this needs tech support, period, end of story.  I'd gladly pay a few bucks more, why the hell wouldn't I?  Adobe does it all day long with Photoshop, I'm sure there are any number of examples.
#14
ampfixer
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Re: Does Cakewalk Still Have Tech Support? 2017/09/15 17:56:29 (permalink)
Seth Kellogg [Cakewalk]
ampfixer
What a load of BS. Could we have a definitive statement of Cakewalks support policy along with the required steps to access and follow-up until resolved? That doesn't sound unreasonable. What Cake is doing is unreasonable and sounds more like a shell game that anything else.

 
  • We ask that if users find issues they report them here: http://forum.cakewalk.com/Problem-Reports-f77.aspx
    • Quality Assurance will help verify and post responses here when able. This may involve forum and/or e-mail exchanges between the user and QA.
    • If it's determined to be a coding bug, we will log the case internally and tag it as customer reported. 
    • If you have legacy Problem Reporter CWBRN numbers, please include them in your post.
    • We can not make promises or provide timetables for individually reported issues, this is always subject to Developmental needs, concerns, impact, and current or future feature development. 
  • The Automatic Fault Reporter built into SONAR sends reports into our automated system.
    • We encourage users to Contact Support and/or place a note in their Problem Reports post(s), if you have uploaded a crash that would be of relevant interest for QA\Development. 




Thank you for the guidelines. This is what we all need to know. If this system is working why do I keep reading about people that claim they're not getting a response when following these directions?

Regards, John 
 I want to make it clear that I am an Eedjit. I have no direct, or indirect, knowledge of business, the music industry, forum threads or the meaning of life. I know about amps.
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