Is Cakewalk closed today

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rickms
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2008/12/01 15:24:43 (permalink)

Is Cakewalk closed today

Does anyone know if the Cakewalk folks closed today. I've been on the phone for hour on both their sales and technical support lines today. No one is picking up. Man this is very frustrating. I've been using Reaper for the last year but have decided to pull the trigger on upgrading my S7P. In the past the Cakewalk folks used to pick up after a few minutes. I guess times have changed, sorry to say.

Maybe they are closed? Out of business?
#1

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    Mike Fisher
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    RE: Is Cakewalk closed today 2008/12/01 15:46:15 (permalink)

    ORIGINAL: rickms

    Does anyone know if the Cakewalk folks closed today.


    They are open as far as I know. They are probably just very busy which happens after a new release. I received an email reply to a technical support request today and I've seen moderator activity on the forum today (although that doesn't mean the shop is open necessarily).

    Is there something someone here can help you with, or are you just looking to place an order.
    #2
    daveny5
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    RE: Is Cakewalk closed today 2008/12/01 16:31:29 (permalink)
    Monday is the worst day of the week to call any Help Desk.

    Dave
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    #3
    rickms
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    RE: Is Cakewalk closed today 2008/12/01 16:48:20 (permalink)
    ORIGINAL: daveny5

    Monday is the worst day of the week to call any Help Desk.


    I know, I run a Call Center. What we do is provide more agents during the busier days and hours. I guess the difference is my call call center has an SLA that requires an agent pick up the phone within 5 minutes. We also provide the ability for a caller to leave a message and receive a return call; something it appears Cakewalk does not support. Lastly it would be nice to now how many folks are in front of me.

    I've been trying all day to get through to the sales support. I want to put my order in for the upgrade and cancel an order that was entered incorrectly on the e-store site. I guess I still remember the early days of Twelve Tone when things were on a little more of a smaller scale.
    post edited by rickms - 2008/12/01 17:01:54
    #4
    Oaf_Topik
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    RE: Is Cakewalk closed today 2008/12/01 17:05:36 (permalink)
    You can upgrade at Sweetwater, right now. Someone will pick up the phone in minutes. They were offering Free Shipping.
    #5
    fooman
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    RE: Is Cakewalk closed today 2008/12/01 19:08:15 (permalink)
    Do a search here of Cakewalk customer support... :S
    #6
    daveny5
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    RE: Is Cakewalk closed today 2008/12/01 22:04:31 (permalink)
    Its a small company. According to a post I read last week, they only have 64 employees.

    Dave
    Computer: Intel i7, ASROCK H170M, 16GB/5TB+, Windows 10 Pro 64-bit, Sonar Platinum, TASCAM US-16x08, Cakewalk UM-3G MIDI I/F
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    #7
    AT
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    RE: Is Cakewalk closed today 2008/12/02 00:29:06 (permalink)
    Last week was a holiday and they were closed Thurs/Fri. Monday is Monday and they probably have a bigger backload than normal. Not much consolation.

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    #8
    pryan
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    RE: Is Cakewalk closed today 2008/12/02 05:16:12 (permalink)
    I'm not sure that its just the holiday weekend thing, I've been waiting since last Tuesday for a reply to an upgrade question, and a question I sent a few weeks ago (about a Pro Suite upgrade) was not answered at all.
    #9
    rickms
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    RE: Is Cakewalk closed today 2008/12/02 09:56:35 (permalink)
    Wow, no better today. I've been on the phone for over 45 minutes with no pickup. This is really poor service. I need to cancel an incorrect order that was made online and order the SP8 upgrade. At this point I may just call American Express and dispute the charge and deal with that way and forget the upgrade and stick with Reaper. It is really sad what has become of Cakewalk.
    #10
    Glennbo
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    RE: Is Cakewalk closed today 2008/12/02 10:04:11 (permalink)

    ORIGINAL: rickms

    Wow, no better today. I've been on the phone for over 45 minutes with no pickup. This is really poor service. I need to cancel an incorrect order that was made online and order the SP8 upgrade. At this point I may just call American Express and dispute the charge and deal with that way and forget the upgrade and stick with Reaper. It is really sad what has become of Cakewalk.


    I'm waiting for a demo where I can see if there will be performance and stability similar to Reaper, before I place an order. I'm only going to pop for the Studio Edition if the demo convinces me to buy, because I already have all the plugins I need, and don't see $149 worth of value in the plugs that are the major difference between versions.
    #11
    rickms
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    RE: Is Cakewalk closed today 2008/12/02 10:44:37 (permalink)
    Finally got in touch with them. They said if I had called earlier after entering the order I could have canceled it there and then. LOL My first attempt to call was about a minute after I clicked on submit and realized I ordered the wrong product. I told them I could not get through although I tried for a number of hours. Anyway, I will have to wait for the product to ship/arrive and then refuse the package (if I'm around when it arrives). If not I have to take the packed to a local Fedex and deny delivery.

    Anyway, I'm going to wait until all this is done before I go ahead and make the corrected order. It was my mistake. For what it was worth the costumer support representative was professional and courteous.
    #12
    Stevvy McMantooth
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    RE: Is Cakewalk closed today 2008/12/02 12:51:34 (permalink)
    an hour on cs and ts combined? and an hour for each one totaling at 2 hours?

    if you hang up you really hurt your chances of getting through to either as the next time you call back you get put at the end of the line...

    so if you waited 30 min at CS and then hung up you just put yourself at the end of the line when you called TS and vice versa.

    in my experience its best to call as early as possible on eastern time and for busy days like mon and fri give yourself at least 45 min. but by calling earlier and on tues, weds, thurs, you'll greatly reduce your hold time.


    or you call me at 1-800-Mantooth

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    #13
    nachivnik
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    RE: Is Cakewalk closed today 2008/12/02 13:25:57 (permalink)

    ORIGINAL: Glennbo
    I'm waiting for a demo where I can see if there will be performance and stability similar to Reaper, before I place an order. I'm only going to pop for the Studio Edition if the demo convinces me to buy, because I already have all the plugins I need, and don't see $149 worth of value in the plugs that are the major difference between versions.


    I'm waiting for the demo too. That's a good idea about the studio version. $99 is not bad.
    #14
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