Roland Support-Does Not Exist

I am having an issue with the V-Studio 20 where I will be working on a song and all of a sudden I get this extremely loud screech sound coming from my M-Audio BX8a Deluxe monitors. Obviously this is audio dropout like I have never heard before. Let me say this is the second high end PC that this has happened with.
I called Cakewalk support not knowing that Cakewalk does not provide support for this device. Cakewalk support was nice enough to troubleshoot a few things like USB root hubs in device manager but this did not seem to resolve the issue. They gave me a number for Roland support. I called Roland support and the person who answered the phone seemed to be walking somewhere. He told me to go to some external web site that was good about informing people how to tweak Windows for high end audio devices. Let me first say that by no means is the V-studio 20 a high end audio device. Second I have worked for the largest PC manufacturer for 11 years and I know PC's and have been involved with them for over 20 years. I know how to set up my PC as a Audio Workstation which it is.
 
After experiencing great Cakewalk support and then getting this kind of treatment from Roland I have to say buyer beware if you purchase a Roland/Cakewalk branded product. The guy from Roland did not trouble shoot anything even though he said he had never heard of this issue before, he then transferred me to another line for turning in the unit for repair. He said that there was probably nothing wrong with it and I was going to get charged for bench time. The person I was transferred to told me that Roland does not have any tech support over the phone and that he was a product sales guy.
 
Cakewalk...don't give out this number if there is no actual support.
 
I bought this device for several reasons...cosm effects and interface with X1. It really pisses me off that I spent 300.00 bucks on a product and I get treated this way when there is an issue. I am currently looking for another audio device and will never purchase another Roland device. Buyer Beware

mau65


Hi Meno, I am very sorry to know that your V-Studio 20 gives you problems, I found myself very well with this device, but I turn to you to join in declaring openly the absolute lack of Roland support: they are shameful! I was able to contact them by e-mail about a question about another product that I own (the multi Boss ME-25) asked why it was not included any MIDI implementation chart as the ME-25 can be programmed through the MIDI, they tell me that ME-25 does not send or receive MIDI data of any kind through usb, only audio ... I point out, quite abruptly, that are taking me around and they told me that ... They do not have other explanations! Roland, as well as other large producers (without naming names ...: Avid and Steinberg) are placed in an extremely arrogant towards their customers as if they were to do us a favor with their products ... Personally i love the sound and I'm thrilled with Roland V-Studio 20 and with ME-25 but their support has left me stunned ... Nothing to do with Cakewalk support which is fantastic and of which I am fond of customers since 1999. I hope you can solve your probelm, I see you are very experienced, if I can be of some help, let me know.

Thanks mau65...I really like the COSM sounds also but will have to move on. My only guess is that there is something wrong with the VS-20. I am looking at a Focusrite Firewire unit...I had an M-Audio 610 that I sold because their drivers were too much of a hassle. Do you know of a Firewire device that has playback and mixing capabilities on it like the VS-20?
 
Once I buy the new unit I will send the VS-20 in for repairs to see if this is what is really wrong.