holyflamingsmoke
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Lack Of Support
The serial number that came on the packaging for my copy of Producer 8.0 didn't work when I tried to register it. Cakewalk told me it had already been registered to someone else! They allocated me a new serial number, which worked fine.
I have just had to reinstall Windows, and now I have SONAR back on the PC it is trying to get me to register the old, wrong, serial number. It is greyed out and cannot be changed. Unfortunately I cannot remember how they told me to change the serial number. I have been firing off support requests via the Cakewalk website for over 1 month now, and still haven't received a reply apart from the auto-confirm emails. After many phone calls I have yet to speak to a human being.
In 5 days my copy of SONAR will stop working and my commercial studio will grind to a halt unless I either:
1) finally receive a reply from Cakewalk telling me how to fix this.
2) buy SONAR X1 (which I had been considering beforehand)
3) say "to hell with Cakewalk and their non-existent support" and change to one of their rivals.
I am still undecided..................
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Beagle
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Re:Lack Of Support
2011/03/02 09:09:06
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holyflaming - I was harsh in the other response and I apologize. your post seems to me that you're not following thru. you rant that cake isn't supporting you but you also say that they DID support you but you forgot how to do what they told you to do and now you're complaining because you can't get them to respond again.
"after many phone calls I have yet to speak to a human being."
this is not typical, IME, unless you are impatient and hang up before your place in the queue is up.
after reinstalling windows I don't understand why the old wrong serial number is still in sonar's registration field and greyed out. installing windows will install a clean registry and the serial number will not be left in the registry when you reinstall windows. so I'm confused as to how you have arrived at this paradox.
in your other post I think you said you were in the UK. have you contacted roland in the UK? I am pretty sure they can help with support issues including serial number problems there and you don't have to call the US time zone during US business hours that way and it's cheaper.
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holyflamingsmoke
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Re:Lack Of Support
2011/03/02 11:51:48
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Thanks for your comments. Every time I have phoned Cakewalk in the States I have had to listen to several options and then hold for an operator. The volume in my telephone decreases as the call continues until I can no longer tell whether there is anyone there or not - it eventually fades to silence. This happens every time consistently and does not happen when I call anyone else.
Thank you for reminding me about Roland - I have been a Cakewalk customer for so many years, and buy my upgrades from retailers, so had forgotten that Roland had taken them over! I have made a support call to them and they say they will have someone call me tomorrow, so fingers crossed.
I guess I am ranting, and I apologise, but I am looking at being unable to record in a few days unless this is resolved, and I am very stressed out and dissapointed.
I know what you mean about the paradox. It is even possible that I accidentally put in the wrong serial, although I don't think I did, but there has to be a solution to it, and I stand by my grievance that I should have received this solution before now - 29 days and counting is just not acceptable "support". Here's hoping that Roland UK can sort it out, and thanks again for your comments.
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Beagle
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Re:Lack Of Support
2011/03/02 11:56:46
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I do agree with you that the email support should have contacted you before now and I do know that sometimes email support is not the most reliable. make sure their emails are not going into your spam filter, too. but even that is not the only reason they have problems with their email support - I know in the past they have admitted that some servers get blocked from allowing them to receive support mails.
if Roland UK can sort it out then that would be your best bet, if not, and I were you, I'd PM one of the mods and see if they can get support to contact you.
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Re:Lack Of Support
2011/03/02 22:41:01
(permalink)
Hi David,
Please send me a private message with the email address you used to contact either Customer Service or Tech Support and I'll see if I can't find out what went wrong.
If you need immediate assistance your local support office is Roland UK, you can reach them at 01792 702701. If they can't resolve it for you they will contact us on your behalf.
Sorry for the inconvenience.
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holyflamingsmoke
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Re:Lack Of Support
2011/03/22 09:44:15
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I finally got support and the solution - reinstalling SONAR and entering the new serial number - worked. Many thanks, and sorry for geting so upset, but my business was being threatened because of the time it took. And yes, I know, I should have thought of that one myself - DOH!
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chuckebaby
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Re:Lack Of Support
2011/03/22 09:57:06
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holyflamingsmoke
The serial number that came on the packaging for my copy of Producer 8.0 didn't work when I tried to register it. Cakewalk told me it had already been registered to someone else! They allocated me a new serial number, which worked fine.
I have just had to reinstall Windows, and now I have SONAR back on the PC it is trying to get me to register the old, wrong, serial number. It is greyed out and cannot be changed. Unfortunately I cannot remember how they told me to change the serial number. I have been firing off support requests via the Cakewalk website for over 1 month now, and still haven't received a reply apart from the auto-confirm emails. After many phone calls I have yet to speak to a human being.
In 5 days my copy of SONAR will stop working and my commercial studio will grind to a halt unless I either:
1) finally receive a reply from Cakewalk telling me how to fix this.
2) buy SONAR X1 (which I had been considering beforehand)
3) say "to hell with Cakewalk and their non-existent support" and change to one of their rivals.
I am still undecided..................
good to hear
post edited by chuckebaby - 2011/03/22 09:59:03
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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Teksonik
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Re:Lack Of Support
2011/03/22 18:23:56
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I sent a question to Cakewalk support concerning reinstalling Sonar and got a response..................82 days later. Cakewalk "support" is pathetic.............
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