more registration code problems

I finally weakened and bought Rapture on the August special offer. The price was too tempting - I should have remembered the problems I had when I upgraded Sonar via the Cakewalk Store.

I got the comfirmation email and download details ok and downloaded the installation file. But just as happened with the Sonar upgrade, the registration number I need has NOT appeared in My Account - so I can't install it.

I've been trying to email Customer Services using the webform...but whenever I fill in all the details and hit 'Submit', it says 'page not found'.

I even tried phoning, but spent so long on hold without reply that with the phone charges from the UK I'd soon be better off paying full retail price for Rapture!

So I've filled in an email form telling the webmaster that the customer service form isn't working (THAT email form WAS working, otherwise I really could have gone in circles for ever!)....and will now have to sit back and wait.

Sorry...just sounding off. It's so damn frustrating when a company can't get the purchase bit right.

It's not supposed to be an email, Dave, though thanks for the thought.

According to the email I got:

"If your product requires a serial number and/or registration code those codes are now visible in your estore account"

...but it's not.

Hi WDI. It was in fact Customer Service I was trying to call - that was the number was given in the email.

beethoven17, you should hear something sooner than later, I made someone who is always on point aware of this (he's good like that) and will pass it on. So you'll hear back soon I'm sure.

calling isn't really an option unless ya use skype or a calling card etc.

I am having terrible problems trying to upgrade to Sonar 7. I upgraded to Sonar 6 last year through the estore. After one month my serial number and registration number appeared on - my registrations - but sometime since have since vanished again. When I try to upgrade I am told I am not eligible, when I try to re-register I am told that they already have my details. I printed the details of my registration , thank God and I have sent them to Customer Support along with the a copy of the original shipping order complete with order number. I was told that my details would appear within 24 hours, they didn't. I live in London by the way and have waited sometimes on the phone for 20 mins without any success. I started wanting to save 30 pounds on an upgrade through the estore, but I am now just trying to get myself registered so I do not have to pay full price for Sonar 7. Its a great programme but if this is the way it is with Cakewalk I am going to have to look elsewhere. Has anyone else had similar problems and found solutions, especially in Europe?

This is or used to be a problem predominantly for those of us outside the US. I seem to remember that you can achieve different results when going to my registrations if you enter a geographic location other than your own. So if you're in Europe, pretend you're in the US and see if that makes a difference. It shouldn't, of course, but it's worth a try, eh?

Laurence

Hey Fog, thanks for your help on this - much appreciated.

Customer Service were kind enough to email the numbers I needed to get everything running. Apparently there's some flaw in the records for my account that's causing the problems, and their IT people are trying to sort it out.

Just in case, I've been checking I've got several copies of the registration numbers for all my software...you never know when you might have to reinstall...

I have just upgraded online to S7PE and did not get my serial number, the order is in my account the DVD is in my hand but no serial number, and yes the sonar emails are allowed through as I get the order confirmation, password change confirmation etc.... This is not the first time I have had these issues, previous uprade was problematic as well. Some of the web forms don't work, the UK was not even listed in one form I tried to use. Finally got an email to send off the web forms, I have jst spend over an hour trying to sort this sh*t out, it should not be this difficult!!!!

spav / mick , I'll point a person at cake to this thread , just a few things to mention.

Mick I'm a Londoner also, using skype / net phone etc or a calling card is far cheaper than BT.. a BIG difference, but yep I know it's a bit annoying since we are here , and they are on the other side of the pond.

I dunno if they will be in the office till Tuesday, as in the states it's Labor day (much like we have a bank holiday a few weeks back) , I'm guessing that's right and someone in the US can confirm that's is the case. Only saying , to save you some money in case you wanted to call.

yep I know both of you are errm "miffed" (clean version) at the moment. I'll be objective / honest, I was annoyed at one point when I started out etc, but they'll come good with things and went out of their way to, just the timing makes it part of the issue with the public holiday being one. I'm sure things your side will be sorted out your side also sooner than later.

I can't speak for them officially as I'm not an employee , just a sonar user (I don't even own the t-shirt, although a mug would be better)

Hi mick the red here again. I have been struggling to get my registrations sorted out for two weeks and now I see that you have waited a year with still no result. I am really starting to despair. If anybody at Cakewalk everreads these forums my email is michaelconnolly@ticali.co.uk. I have sent you guys emails, I have phoned the USA from th UK with no answer. WHAT DO I HAVE TO DO!!!!!!!!!!!!. a PREVIOUSLY UPSET BUT NOW VERY PISSED OFF MICK THE RED.

It's the same story for me here in The Netherlands. After trying and registering Sonar LE I bought SPE7 from the Thomann Music Store. When I did the registrating thing on the Cakewalk website I received an activation code by mail, but the registration never showed up on my store account. Customer Support mailed me that there was a problem in the database that prevented it from showing up and they would pass the problem to the webmaster. It however seems to be a very difficult problem or the webmaster is on a long holiday...

if your situation is anything like mine, you'll have to upgrade by phone and wait for them to snail mail it to you. try to explain your situation to the rep that answers and see if there's any recourse for the amount of trouble you've already gone to.

a sad situation indeed...