Upgrade key failure. We're over here, to the right of the blue bit on the map!

"Brick wall?  Brick head?  What was I thinking?  I could buy another Sonar in a sealed box, give it to my son, have him open it, install it, register it, activate it, receive the free upgrade email link to his email account and it would WORK???!!!!  No, no , no, of course not.  He has been kicked out of the Cakewalk store with the message "Please contact customer service to validate your purchase history".  He didn't buy it, I did! I'm his dad.  I gave him the sealed box.  He registered it on his own PC from his own email account.  I have been running Cakewalk since Pro Audio, licensed, upgraded, legal.  I WAS a happy customer.  Thought I'd create another with a gift.  Instead there's a disappointed, frustrated, disgruntled young man out there thinking his dad is full of  sh... unfulfilled promises. If this isn't sorted out in 24 hours my next call is UK trading standards and consumer protection agencies. Take my money, provide what you offered.  Or else..."
 
Mean it, too - if this was a guy on a stall you'd chase him down the road. But this is supposed to be a major international corporation, well Roland is!!!....

EezyP,

Dave makes a good point, also, you do know that this is a user forum, do you? Some of the Cakewalk staff drop in from time to time and make invaluable contributions but you really need to contact Cakewalk customer service directly. They will get back to you, but like any organisation, workload varies and sometimes you have to be a little bit patient. 

Hope you get your son sorted out soon with Cakewalk.

Regards

Garry Kiosk

I'm on a full version of X1d Expanded myself.  I bought a fresh, sealed boxed copy of Studio direct from the UK distributor PRECISELY so my son could establish himself as a bona fide registered licensee in his own right.  I bought the box by phone, not online, so when my son tried to do the upgrade from his own PC/email address no one could know who had bought it, it was just like you got home from the store with a new box. The install/registration went fine and the upgrade email came as promised. Just IT DIDN'T WORK. Incidentally, the UK distributor, Etcetera, has been very helpful and is on the case with Cakewalk US.

Point taken about the nature of most forum participants, but I remember similar problems with upgrades before, and why shouldn't users express their frustrations collectively?  All comments here can surely only help improve this great product, including the customer service which is part of the whole package.

BTW when he was installing/registering it did he use "Run As Administrator" to open the program(s)? Some of that stuff won't register without this step. It happened to me.

I use DV myself, so can't speak of any other shops (they were doing a good deal recently for sonar x1) and never had issues.

it could be as simple as YOUR card has a different name / address on it.. if thats how you paid that way... and the shop passed it on as YOU as the customer.. it's as simple as that or something along them lines perhaps. When you bought it in the shop did you specify it was for your son and not YOUR name / address ? if not that probably is at the heart of the issue (assuming its the right upgrade etc)

when I was in the trade, if the card / delivery address didn't match , it would cause issue. it was a very easy way to stop "iffy" customers (and no I'm not implying you are). that does cause issues.

maybe he is "your fathers son" , this stuff happens.. and well you need to get a longer "fuse" about it.. says he who had "words" with a numpty who just jumped the post office queue ;-)

involving trading standards/consumer direct is a tad rich, so soon.. at least speak to cakewalk first and there is no need to involve them (and I doubt there will be)

if you have a calling card or skype call em , it's not bad (I wish they had a skype line for international customers though!!)

also have you been dealing with customer sevice *NOT* tech support, it's a common error that loads of do , as they are in a hurry etc.

I'm sure it'll get sorted out sooner than later.

yes but it was bought from a 3rd party, so there might be some system in place to notify cakewalk. remember it's not in the US, and us lot abroad have to go thru distributors or someone else in the chain. I know what you mean though , as it's a "gift" .. sure it'll get sorted though.. but I do understand why they do it that way with the boxes = far less physical stock in real shops.

not that, just how software distro etc has changed.. not just cake, everyone... most of which i buy online,  and update wise.. not the same though.. must have boxes for shelf ;-)


I will buy from my local DV shop and not via their website as I'd prefer them to remain open.. some things, you really need to see in real life before buying.

Beepster


If it was a sealed FULL version then there shouldn't be a problem. This doesn't make any sense. Maybe the retailer sent you a counterfeit item. Seriously, Cakewalk is not in the business of scamming people so don't freak out. Just get a hold of them VIA email support or pick up an international long distance calling card and call the support line. Actually the 1-888-CAKEWALK line might toll free for you anyway and that's the number you'd want for this problem (general support). Freaking out and threatening Cakewalk will not help your son get the program installed. They want him to be able to use it just as much as you do... maybe more. I hope it works out for you. Cheers.

I've dealt with Etcetera in the past and there's no way, in my experience, they'd be selling dodgy software.

Like several others, I primarily use Digital Village nowadays.