Roo Stercogburn
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Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
Tickets open for 1 month-2 months, no actual technical response, nothing to indicate they're working on it. Furious tbfh.
When something as basic as deleting blocks of tracks within a project doesn't work properly they've got a serious issue on their hands and yet I've had no meaningful response from them.
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mcdonalk
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/24 12:03:14
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chuckebaby
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/24 16:43:51
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Roo Stercogburn
When something as basic as deleting blocks of tracks within a project doesn't work properly they've got a serious issue on their hands
why don't you explain your problem and I will see if can help you ?
Windows 8.1 X64 Sonar Platinum x64 Custom built: Asrock z97 1150 - Intel I7 4790k - 16GB corsair DDR3 1600 - PNY SSD 220GBFocusrite Saffire 18I8 - Mackie Control
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gswitz
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/24 17:03:22
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I think the support budget has been trimmed. The other day I was psyched to get home early so I could call support acne get help with my issues. I couldn't call anyone.
I think all the money is being spent on trying to switch to Mac.
If that gamble doesn't pay off, the product will be more cumbersome and troublesome and will become worse and worse as funding flounders.
If it pays off with a large new customer base, then there will be lots of new money to drive new development.
StudioCat > I use Windows 10 and Sonar Platinum. I have a touch screen. I make some videos. This one shows how to do a physical loopback on the RME UCX to get many more equalizer nodes.
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chuckebaby
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/24 18:30:19
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☄ Helpfulby Steve_Karl 2016/07/24 21:30:29
this is the support page incase you may have gone somewhere else by mistake http://www.cakewalk.com/Support I don't see too many tech support issues pop on this forum, yes there's been a few. but not one every week so they are probably just a bit behind. that's still no excuse but hopefully your issues are resolved swiftly. im not support, but anything I can do to help, let me know. im sure others will help too. I hope this helps.
Windows 8.1 X64 Sonar Platinum x64 Custom built: Asrock z97 1150 - Intel I7 4790k - 16GB corsair DDR3 1600 - PNY SSD 220GBFocusrite Saffire 18I8 - Mackie Control
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gswitz
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/24 20:02:51
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Thanks Chuck. There have been threads about rapture pro and my problems. I had another sad crash on Thursday and lost all the audio for at least forty five minutes which included a great friends adlibbed raps. I could have used help but there was no one taking calls Friday.
StudioCat > I use Windows 10 and Sonar Platinum. I have a touch screen. I make some videos. This one shows how to do a physical loopback on the RME UCX to get many more equalizer nodes.
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pwalpwal
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 05:47:03
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gswitz I could have used help but there was no one taking calls Friday.
fwiw, i've been visiting the "book a slot" page randomly/weekly since it was introduced, and have only seen available slots one time (of maybe 10 visits) :-S here's hoping the upcoming "feedback portal" resolves these support issues
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Mystic38
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 07:03:51
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I can certainly understand anyone's frustration with lack of real time technical support from any company, however if folk are willing to focus on looking for solutions to their problems then this forum is certainly a great place to start.
HPE-580T with i7-950, 8G, 1.5T, ATI6850, Win7/64, Motu 828 III Hybrid, Motu Midi Express, Sonar Platinum, Komplete 9, Ableton Live 9 & Push 2, Melodyne Editor and other stuff, KRK VXT8 Monitors Virus Ti2 Polar, Fantom G6, Yamaha S70XS, Novation Nova, Novation Nova II, Korg MS2000, Waldorf Micro Q, NI Maschine Studio, TC-VoiceLive Rack, 2012 Gibson Les Paul Standard, 2001 Gibson Les Paul DC, 1999 Fender Am Hardtail Strat, Fender Blues Jr, Orange TH30/PPC212, Tak EF360GF, one mic, no talent.
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Anderton
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 11:17:35
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gswitz
I think the support budget has been trimmed. The other day I was psyched to get home early so I could call support acne get help with my issues. I couldn't call anyone.
I think all the money is being spent on trying to switch to Mac. That is not the case. So far development costs during the alpha testing stage have been minimal. Costs will ramp up to make a complete port, but there are already plans in place for this that will have no impact on support. Last time I asked, the biggest support bottleneck is new hires and training of same. I'm pretty sure Cakewalk underestimated how many new users there would be as a result of the lifetime updates offer, so now they have to scramble to deal with it.
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WallyG
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 11:34:28
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☄ Helpfulby chuckebaby 2016/07/25 14:41:44
chuckebaby
Roo Stercogburn
When something as basic as deleting blocks of tracks within a project doesn't work properly they've got a serious issue on their hands
why don't you explain your problem and I will see if can help you ?
Chuck, that's very nice of you to try and help out! In the 8 years I've been using Sonar, I've had to call support once (many moons ago). It was an account issue and not a technical question. If I do have a technical issue, I just ask on this forum and usually get a quick answer (from people like you). Great group! Walt
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PilotGav
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 12:15:48
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Anderton
Last time I asked, the biggest support bottleneck is new hires and training of same. I'm pretty sure Cakewalk underestimated how many new users there would be as a result of the lifetime updates offer, so now they have to scramble to deal with it.
Craig, this issue has been talked about in the forum many times over the past few months. There's always a "reason" but never a solution. This furum is great, but it's NOT a replacement for technical support. I am a champion of Cakewalk, and Sonar Premium, and working as hard as I can to show my circle of friends that Sonar is the way to go today. But how can I possibly do this when they ask me "How's their support" and my only honest answer is "There is none, but hey have a good forum"? If your going to answer, I'd really appreciate a response without defensiveness. Asking a company to provide Technical support for a mission critical product isn't wrong. It's time for Cakewalk to take this issue seriously.
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bayoubill
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 12:32:09
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If I have a vote in this issue as a lifetime member I agree that Support IS important and being put on a waiting list to resolve problems is to me a considerable step BACKWARDS
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mettelus
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 12:48:32
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☄ Helpfulby easyjoey 2016/07/28 10:00:23
This forum cannot support an OSX release as none of us have used it. We can only speak to "the Windows version." A release of a brand new version sans tech support will go over like passing gas in church. This is one area where the forum cannot simply "fill the gap."
ASUS ROG Maximus X Hero (Wi-Fi AC), i7-8700k, 16GB RAM, GTX-1070Ti, Win 10 Pro, Saffire PRO 24 DSP, A-300 PRO, plus numerous gadgets and gizmos that make or manipulate sound in some way.
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Sanderxpander
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 13:04:29
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I feel the problem is more serious than Cake is trying to make it seem. It doesn't take three months to find or train a support person. They could even have offered a part time job to many forumites. If they still don't have enough people it seems like there may not be money to hire more people. And if that's the case, the increased revenue from the new sales model is perhaps not as great as we keep hearing.
I'm not saying any of these things to bum out Cakewalk. I care deeply about Sonar and really really don't want to "start over" with another DAW, even though I'm pretty much the only one using it in my professional circle. I'm saying this because I'm worried and the answers are starting to smell.
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markyzno
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 13:35:28
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At least "nothing" is better than utter crap (Native Instruments) - Currently having issues with them and this forum is way better than the NI forum.
Sonar Platinum 64 bit > Pro tools 10.3.2 >Intel i7 3770K > 16Gb Ram > Gigabyte Z77-D3H Motherboard> NVIDIA GeForce GTX 660 2 GB > ATi RADEON HD5700 > 240GB OCZ Agility 3 SSD> Win 10 home 64 bit> Delta 1010 > MOTU Audio Express > MA-15D's > NI Ultimate 9 > NI Kontrol S61 1.1 > NI MAschine Studio 2.3 / KORG MS-20 Mini - Arturia MicroBrute > KORG SQ1 - KORG Kaoss Pad KP3 > iPad and IO Dock 2 running various bits > Bunch of guitars >Sound Design on IMDB --
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Sanderxpander
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 14:04:20
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Definitely not targeting the forum here!
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 14:51:36
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☼ Best Answerby Joey Adams [Cakewalk] 2016/07/28 18:29:22
The problem is quite simple. Demand is by far greater than supply at the moment. We have been and still are hiring and training. http://www.cakewalk.com/Careers/Gigs Convoluting what's going on internally at Cakewalk beyond that is purely conjecture. Support is extremely important and there's nobody at Cakewalk trying to argue with that. As far as internal operations, we cannot disclose information beyond what I've stated here: http://forum.cakewalk.com/Cakewalk-Support-Update-m3428520.aspx I realize this post was created back in June, but that doesn't mean it's not honest and forthcoming. Steps have been and still are being taken to turn the situation around.
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whitejs
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 14:54:38
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Hell, pay US to fix problems. Samplitude Pro X pays two guys to help them, and it really works out.
Log our forum assistance, check-off the helpful answer and give the person $10 credit.
I always note the relatively blind, unconditional support that regulars in the forum give Cakewalk, and it gets pretty thick. No support means an immature or unrealistic approach to business. 72-hour tickets should be the maximum, with immediate response channels and indicators on progress/path-forward topics.
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Anderton
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 14:58:32
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PilotGav
Anderton
Last time I asked, the biggest support bottleneck is new hires and training of same. I'm pretty sure Cakewalk underestimated how many new users there would be as a result of the lifetime updates offer, so now they have to scramble to deal with it.
If your going to answer, I'd really appreciate a response without defensiveness. Asking a company to provide Technical support for a mission critical product isn't wrong. It's time for Cakewalk to take this issue seriously.
I have no idea how you could possibly infer from my response that I said asking a company to provide technical support is wrong, but since you did... You didn't quote the primary reason for my post, which was to address the theory that Cakewalk was spending their money on a Mac port instead of support. That is not true. So if that isn't the cause, I assumed people might want to know what the bottleneck is about, which is why I mentioned that it's about hiring and training more people. I don't see how that could be interpreted as blowing off the need for support or being defensive. As to "it's time for Cakewalk to take this issue seriously," I think hiring more people for support shows that they are. But you just can't post "looking for support people" and a month later, someone's taking phone calls. Technical support requires a specialized skill set and the finding, hiring, and training processes take time. As to hiring people from the forums part-time, the paperwork alone regarding employment - even part-time - is significant. For example, just bringing over the editors at Harmony Central from Guitar Center to Gibson took two months, and we didn't even have to find or train them. It all involved accounting, employment paperwork, Federal and State requirements, dealing with two people who didn't live in Tennessee, salary negotiations, getting formal approvals after the interview processes were complete, determining insurance and benefits plans, etc.
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 15:00:46
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whitejs
Hell, pay US to fix problems. Samplitude Pro X pays two guys to help them, and it really works out.
I always note the relatively blind, unconditional support that regulars in the forum give Cakewalk, and it gets pretty thick. No support means an immature or unrealistic approach to business. 72-hour tickets should be the maximum, with immediate response channels and indicators on progress/path-forward topics.
Let's not act like there aren't people answering cases at all. Right now, unfortunately, things have to be prioritized based on the severity of the case. An activation or credit card processing issue outweighs someone asking for mixing tips for example. Some things cannot be disclosed to outside parties based purely on confidentiality. Not arguing that the forum and the people who participate aren't incredibly useful, because it's quite obvious we have a rock-star forum of super helpful people. But suggesting that forum people helping is the instant fix is unfortunately a bit naive in regards to the demands and every day process of a customer support rep here at Cakewalk. I would challenge anyone, including Cakewalk employees that work in other areas of the company, that there is in fact quite a lot of responsibility and a hefty learning curve to the job.
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RonCaird
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 15:53:47
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☄ Helpfulby Klaus 2016/07/27 18:00:21
I had an extra two cents here on my desk, so I thought I would throw it in. Consider the fact that if someone clicked that "apply now" button on the Careers page Ryan linked to right this minute, even if they were the ideal candidate and they lived within commuting distance of CW, it would be at least 6 weeks and probably two months before they walked in the door on their first day of employment. Before anybody would want them on the phone it would probably require at least another 6 - 8 weeks of intense training. They would have to know not only how to drive Sonar, but also how to figure out why things aren't working for any particular person. They could probably start on e-mailed issues, but the last thing you want as a customer is to finally reach someone in support on the telephone and quickly realize that you know more than they do. So, even in the best of situations it's a four month process from when you start looking for a support person to when that person is making a noticeable difference. And people who are qualified for this kind of work are not all that easy to find and attract.
I have worked for hardware and software providers to the television broadcast industry for my career. These are products that are crucial elements in the air chain, 24 x 7, where even a 10 second interruption costs the broadcaster thousands of dollars. I have never seen any of these companies correctly anticipate the need for and ramp up technical support before it was actually required. So, as frustrating as it is for us users, try to make use of resources like the good folks here on the forum while the good folks at Cakewalk paddle furiously to catch up with the demand.
RonCBB, Gateway DX, Core i7 2600, Windows 10 64 bit, 6 GB RAM, 1 TB C Drive, 2 TB D Drive, 1 TB Network Drive, Akai EIE Pro 4 channel Audio Interface. Music: RonCaird.com Blog: GuitarAccompanist.com
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fitzj
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 15:57:37
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Why doesn't Cakewalk pay some of the guys on here for doing support?
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PilotGav
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 16:26:23
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Ryan Munnis [Cakewalk]
The problem is quite simple. Demand is by far greater than supply at the moment.
We have been and still are hiring and training. http://www.cakewalk.com/Careers/Gigs
Convoluting what's going on internally at Cakewalk beyond that is purely conjecture. Support is extremely important and there's nobody at Cakewalk trying to argue with that. As far as internal operations, we cannot disclose information beyond what I've stated here: http://forum.cakewalk.com/Cakewalk-Support-Update-m3428520.aspx
I realize this post was created back in June, but that doesn't mean it's not honest and forthcoming. Steps have been and still are being taken to turn the situation around.
If this is your way of apologizing to your user base for a huge shortcoming... you need to hire a PR person.
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PilotGav
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 16:27:33
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☄ Helpfulby Kamikaze 2016/07/26 11:21:41
Anderton
PilotGav
Anderton
Last time I asked, the biggest support bottleneck is new hires and training of same. I'm pretty sure Cakewalk underestimated how many new users there would be as a result of the lifetime updates offer, so now they have to scramble to deal with it.
If your going to answer, I'd really appreciate a response without defensiveness. Asking a company to provide Technical support for a mission critical product isn't wrong. It's time for Cakewalk to take this issue seriously.
I have no idea how you could possibly infer from my response that I said asking a company to provide technical support is wrong, but since you did...
You didn't quote the primary reason for my post, which was to address the theory that Cakewalk was spending their money on a Mac port instead of support. That is not true.
So if that isn't the cause, I assumed people might want to know what the bottleneck is about, which is why I mentioned that it's about hiring and training more people. I don't see how that could be interpreted as blowing off the need for support or being defensive.
As to "it's time for Cakewalk to take this issue seriously," I think hiring more people for support shows that they are. But you just can't post "looking for support people" and a month later, someone's taking phone calls. Technical support requires a specialized skill set and the finding, hiring, and training processes take time. As to hiring people from the forums part-time, the paperwork alone regarding employment - even part-time - is significant. For example, just bringing over the editors at Harmony Central from Guitar Center to Gibson took two months, and we didn't even have to find or train them. It all involved accounting, employment paperwork, Federal and State requirements, dealing with two people who didn't live in Tennessee, salary negotiations, getting formal approvals after the interview processes were complete, determining insurance and benefits plans, etc.
Sigh. Another Craig defensive post. I think I'll go through the forums, copy and paste them all, and make a book. ;-)
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fitzj
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 17:39:34
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☄ Helpfulby easyjoey 2016/07/28 10:06:41
With modern technology a link to the call support database and an IP phone support can be anywhere these days. You have three levels. 3rd level guys can be based in Boston. I am sure most of the issues can be answered by the 1st and 2nd level people.They are employed by cakewalk and sign the normal no-disclosure documents. Remember we were promised free support but that is no good if no one is available to answer the phone. All companies need a good support team. Have people in different countries to allow for the different time zones. Even if they cannot fix the problem at least the customer will get a feel good factor that someone will call him back and someone is trying to get an answer to the problem. Getting no reply will be not work and will only damage the company in the long therm.
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Anderton
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 19:32:52
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PilotGav
Anderton
Last time I asked, the biggest support bottleneck is new hires and training of same. I'm pretty sure Cakewalk underestimated how many new users there would be as a result of the lifetime updates offer, so now they have to scramble to deal with it.
If your going to answer, I'd really appreciate a response without defensiveness. Asking a company to provide Technical support for a mission critical product isn't wrong. I still don't see how anything I said could be represented as saying that I think it's wrong to ask a company to provide technical support for a mission critical product. This is the second time I've asked. If you're going to answer, I would appreciate...an answer  Furthermore, to say Cakewalk underestimated the need for support, so now they have to scramble to deal with it, sure sounds like a critique to me...as it probably did to most people who took what I said at face value.
Sigh. Another Craig defensive post. I think I'll go through the forums, copy and paste them all, and make a book.
Good idea, I'll give you a cut you of the royalties . It would help some people understand what goes on behind the scenes at companies, and the reasons why particular decisions and tradeoffs are made. I think most people appreciate (or at least understand) that my posts on this subject are fact-based, and intended to be educational. I tried to explain how a process works that apparently most people have not encountered, and therefore don't know what's involved. Obviously someone like RonCaird does, but I assume he's in the minority. For the record: I think all companies should have the goal of providing wonderful and timely tech support, including Cakewalk. I also know what can interfere with that goal. Explaining those facts doesn't negate that the goal is desirable, nor does it provide a reason why companies should not continue to strive for that goal.
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Anderton
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 19:58:09
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fitzj
Why doesn't Cakewalk pay some of the guys on here for doing support?
There are excellent reasons not to do so, but so that no one can get on my case about being "defensive," I'll PM you with the answer.
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Noel Borthwick [Cakewalk]
Cakewalk Staff
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 20:02:49
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RonCaird
I had an extra two cents here on my desk, so I thought I would throw it in. Consider the fact that if someone clicked that "apply now" button on the Careers page Ryan linked to right this minute, even if they were the ideal candidate and they lived within commuting distance of CW, it would be at least 6 weeks and probably two months before they walked in the door on their first day of employment. Before anybody would want them on the phone it would probably require at least another 6 - 8 weeks of intense training. They would have to know not only how to drive Sonar, but also how to figure out why things aren't working for any particular person. They could probably start on e-mailed issues, but the last thing you want as a customer is to finally reach someone in support on the telephone and quickly realize that you know more than they do. So, even in the best of situations it's a four month process from when you start looking for a support person to when that person is making a noticeable difference. And people who are qualified for this kind of work are not all that easy to find and attract.
I have worked for hardware and software providers to the television broadcast industry for my career. These are products that are crucial elements in the air chain, 24 x 7, where even a 10 second interruption costs the broadcaster thousands of dollars. I have never seen any of these companies correctly anticipate the need for and ramp up technical support before it was actually required. So, as frustrating as it is for us users, try to make use of resources like the good folks here on the forum while the good folks at Cakewalk paddle furiously to catch up with the demand.
This is a pretty accurate assessment. Ryan mentioned this earlier but we had support staff moving on to other opportunities, some even outside the country. While this in itself is normal (support is not typically a long term role in most companies) this happened in a very short space of time leading to the queue getting backlogged. To resolve this backlog, in addition to seeking to hire permanent replacement staff we have contracted out some e-mail support to load balance. Additionally, Gibson will now be assisting with some support issues directly from the corporate office. While these steps should suffice, all of these initiatives take time, training and draw resources from our existing support staff as well. As a result it is taking some time to get to a point of normalcy. Once the backlog is cleared and new staff is in place and fully trained, things should return to normal. We apologize for the inconvenience this has caused but this situation was out of our control. Fortunately this forum is a great resource and many if not most problems can be resolved by peer support until things normalize.
post edited by Noel Borthwick [Cakewalk] - 2016/07/25 20:37:06
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Anderton
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 20:56:18
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Don't forget about the FAQs and the Knowledgebase. They cover a lot of common issue, and can expose a solution faster than waiting for someone in the forum to respond, or even contacting tech support directly.
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bbach
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Re: Does Cakewalk Tech Support actually do any tech support For Sonar Platinum?
2016/07/25 21:18:03
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☄ Helpfulby easyjoey 2016/07/28 10:09:33
How many telephone tech support cases were responded to today? Not too long ago you could get a support person on the line in less than an hour. Now it takes approximately three months. So, a conservative estimate of demand outstripping supply of tech support would suggest that Sonar has increased it's sales by a factor of 90. That's pretty impressive. I guess Gibson will easily make its 36 million dollar payment in December and have no problem coming up with double that next year. Way to go!
post edited by bbach - 2016/07/25 21:56:11
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