Jimmy JAK
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Cakewalk support
I have e-mailed Cakewalk with a couple of questions on X1 and have not recieved any answer. I's been about a month is this normal?? I got the confirmation e-mail then nothing. Should I send them again?
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dubdisciple
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Re:Cakewalk support
2012/06/07 19:25:20
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I would send it again. It's like a diceroll. Sometimes they respond right away and sometimes they don't.
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Jimmy JAK
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Re:Cakewalk support
2012/06/07 19:26:50
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Beepster
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Re:Cakewalk support
2012/06/07 19:33:08
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Fastest way is to call them. The tech support number is long distance though and you might be on hold for a while. I wouldn't do that unless it's really important. Emails are supposed take up to a week.
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HeatherHaze
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Re:Cakewalk support
2012/06/07 19:41:13
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Fastest way is to call them. +1. I emailed customer support when I was first installing my VS-700 system. I finally got a reply 40 days later telling me I couldn't do what I'd already done over a month earlier with the help of phone support. Call them. ;)
)-|-( HeatherHaze http://heatherhaze.com/ "This will be our reply to violence: to make music more intensely, more beautifully, more devotedly than ever before." ~ Leonard Bernstein Cakewalk by Bandlab Studio One 3.5, Cubase 9.5 Intel Core i7 8700, 32Gb RAM Focusrite Scarlett 18i20 V-Studio VS-700 Slate Raven MTi2 Windows 10 Professional 64-bit ...and a whole bunch of other stuff.
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Beepster
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Re:Cakewalk support
2012/06/07 19:56:37
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They're really nice guys too. They helped me out a lot and they weren't snotty jerks about it like many tech support dudes. My Layla 3G seems to be working just fine after their help. Still bought a new interface though just because it is probably the right thing to do.
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daveny5
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Re:Cakewalk support
2012/06/07 20:35:58
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Why not post the questions here? You might get an answer quicker (unless its a Customer Service issue).
Dave Computer: Intel i7, ASROCK H170M, 16GB/5TB+, Windows 10 Pro 64-bit, Sonar Platinum, TASCAM US-16x08, Cakewalk UM-3G MIDI I/F Instruments: SL-880 Keyboard controller, Korg 05R/W, Korg N1R, KORG Wavestation EX Axes: Fender Stratocaster, Line6 Variax 300, Ovation Acoustic, Takamine Nylon Acoustic, Behringer GX212 amp, Shure SM-58 mic, Rode NT1 condenser mic. Outboard: Mackie 1402-VLZ mixer, TC Helicon VoiceLive 2, Digitech Vocalist WS EX, PODXTLive, various stompboxes and stuff. Controllers: Korg nanoKONTROL, Wacom Bamboo Touchpad
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Jumbicat
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Re:Cakewalk support
2012/06/07 20:52:02
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It's possible there wasn't enough information for them to give you an answer? What few times I've contacted them, they always had a fair reply time. I second Dave's suggestion.
Win7Pro64Bit-AMD-1090t -4 GIG OC DDR3-2k-GTX-465-C300 SATA6-SSD 64G-Sonar 8.5,X2a - Pro Tools Digi-001, a few Axon controllers http://soundcloud.com/jumbicat
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vintagevibe
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Re:Cakewalk support
2012/06/07 21:35:26
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I don't thing I've ever received a reply from tech support email.
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xabiton
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Re:Cakewalk support
2012/06/07 22:26:41
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They are slow and blamed it on doing promotions to me yesterday. I emailed them in April and they just got back to me yesterday. I had forgotten about the email at all. It was totally unacceptable then on top of that he didn't even read the original email and told me to do everything that I already said I did.
Kevwestbeats.com Sonar X1 Studio, Native Instruments Maschine MK2, Akai Miniak, Behringer BCF 2000, Ableton Live 8 and Reason 6 user with a load of plug ins Core i7 Laptop 2.2ghz with 8 gigs of ram.
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dubdisciple
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Re:Cakewalk support
2012/06/08 14:31:38
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funny thing is i have received replies from them within minutes and sometimes months later. It's not consistent when ti comes to response time, but they are usually very nice when you do get a reply.
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fooman
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Re:Cakewalk support
2012/06/08 15:14:17
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As a Canadian, the support sucks. I've bought this software for years and I gotta pay to call them if they don't reply to my emails or support ticket (which they barely do). Sorry if it seems negative, that's my experience over the years.
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Beepster
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Re:Cakewalk support
2012/06/08 15:21:58
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I'm Canadian and I don't think their service "sucks". They were pretty helpful. They should get an 800 line for us though and make a point of trying to answer ALL emails, even if they don't have an answer. It just instills a little more confidence. Hey Cake? You guys looking to hire frontline support droogs to answer the more mundane questions?
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fooman
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Re:Cakewalk support
2012/06/08 15:37:21
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Yes, it does "suck" as I have to pay to contact them whereas american customers do not. I pay just as much as they do for the product, why am I also paying to get answers about an issue that their last update brought about? I can use another word if that instills more confidence that I'm unable to reach tech support ;)
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Beepster
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Re:Cakewalk support
2012/06/08 15:44:28
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Actually I believe Americans have to pay long distance charges for the Tech Support number too (unless they live in Cali or wherever that area code is). The 800 line (or 888... whatever) is only for general support. Also if you were using Pro Tools I've heard those lucky kids get to pay $60 an hour for their tech support so paying a few bucks in long distance charges isn't really that bad. That said, tech support really should have their own 800 number. Not sure why they don't.
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Beepster
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Re:Cakewalk support
2012/06/08 15:47:19
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There is also Canadian support through Roland if you really want but I'd rather talk directly to the Cakewalk dudes. They probably have a better idea of what's up.
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HeatherHaze
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Re:Cakewalk support
2012/06/08 15:49:10
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Who pays long distance charges these days, anyway? I haven't paid a long distance charge since...1998, maybe? :::scratching head:::
)-|-( HeatherHaze http://heatherhaze.com/ "This will be our reply to violence: to make music more intensely, more beautifully, more devotedly than ever before." ~ Leonard Bernstein Cakewalk by Bandlab Studio One 3.5, Cubase 9.5 Intel Core i7 8700, 32Gb RAM Focusrite Scarlett 18i20 V-Studio VS-700 Slate Raven MTi2 Windows 10 Professional 64-bit ...and a whole bunch of other stuff.
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Beepster
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Re:Cakewalk support
2012/06/08 15:55:38
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When I move I'll probably pay for Skype home phone. Currently we don't pay long distance within Canada but anywhere else it's normal LD rates. Seeing as how I don't pay the bill (it's included in my rent) I don't have much say in who we use for our phone service. Calling Cake is the only LD charge I think I've ever racked up since I've been here. I really want to be able to call England though.
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fooman
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Re:Cakewalk support
2012/06/08 16:17:15
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haha this is why PT guys hate dealing with support as well. I've heard long drawn out rants from PT users in larger markets. Made me feel better about Cake ;)
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Beepster
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Re:Cakewalk support
2012/06/08 16:31:10
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Yeah. I think many people on here who freak out about Cakewalk have never had to deal with the other platforms and their companies. Sonar's legendary support was a major selling point for me. This forum alone has been invaluable. You check out other forums and they are awful (if they exist at all). I haven't even been here a month and my knowledge base has exploded. Absolutely no regrets.
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dubdisciple
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Re:Cakewalk support
2012/06/08 16:34:59
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Avid's support was nightmarish to deal with. Unless you are in the midst of producing the latest Justin Bieber album or some other high profile client, they will tell nicely tell you to eff yourself after they convince you that whatever problem you have is your fault
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Smedberg
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Re:Cakewalk support
2012/06/08 16:45:31
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dubdisciple
Avid's support was nightmarish to deal with. Unless you are in the midst of producing the latest Justin Bieber album or some other high profile client, they will tell nicely tell you to eff yourself after they convince you that whatever problem you have is your fault
But you at least got some attention... And yes, CW support sucks.
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dubdisciple
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Re:Cakewalk support
2012/06/08 16:58:21
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if you call, waiting on hold for 20 minutes and getting a smug bastard who told me it was not their problem and to contact the dealer instead, attention, i suppose you could say that.
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BEATZM1D10T
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Re:Cakewalk support
2012/06/08 17:54:10
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You people must be smoking bath salts or something. When I've contacted them via phone they were polite and courteous. Hold times were like 5 minutes and 'honestly' sometimes you do need to contact someone else like a dealer/3rd party hardware/plugin dev.
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