Is customer service alive at Cakewalk?

Yesterday their support phones were down because of the hurricane.

FWIW, there was an outage notice on the customer support page. It is a little late in the day now. You could PM "Ryan Munnis [Cakewalk]" but it might be just as easy to call them tomorrow. The customer support page no longer shows the outage notice. A thread from a the 30th http://forum.cakewalk.com/fb.ashx?m=2704466

yeah... hurricane might be part of the problem but i would be surprised if a company like cake would not have another call center solution as a backup. or maybe they're swamped dealing with calls about x2... and x1 (still...). d'oh.

Someone left the cake out in the rain
I don’t think that I can take it
‘Cause it took so long to bake it

.....
Oh, no!

This is a user to user forum.. if you have problems with an order...do it the old fashioned way and call them up... complaining here wont get you anything other than vent satisfaction.

Danny Danzi


Yeah I think they had just gotten back up and running yesterday I was told. I happened to call them just after 1 pm EST. The phone message said "wait time 2 minutes" and someone picked up in like 10 seconds, fixed one of my problems on the spot, connected me to their supervisor and the other thing is being worked on now. Awesome people. I've only had to call Cake one other time back in the Cakewalk Pro Audio 7 days. Both my experiences have been fantastic as well as the service given to me when I've logged a bug in versions of Sonar.

If you live in the USA, don't hesitate to call. I couldn't believe how fast they fixed me up with 2 major issues.

-Danny

 I may have called them perhaps 2 or 3 times more than you Danny and my experience has been simply outstanding. They have always done more for me than I asked. I don't know where they get their people but wherever they get them its a very special place. This goes back to the Pro Audio days. They have never let me down. But then I don't yell at them either. I treat them as I wish to be treated and they are eager to one up me. Because they are so nice its hard to be upset.  

I've even called from the UK once or twice, the most recent just after the release of X2. I found the assistance great although it did take a little longer to pick up the call than the wait adviser suggested.

Compared to most other UK companies "support" lines it is absolutely fantastic. The whole call cost just over a £1. A small price to pay for getting something sorted quickly.

This brings up something I think many of us have overlooked. With all the threads asking about the well being of forum members we seem to have forgotten about the Bakers. Haven't really seen them around since the storm. Hope everyone's okay.

Whar Bakers?

Whar!!

It's easy to get frustrated and think the worst until you actually get a chance to deal with Cake first hand. I think many of us are so used to getting treated like dirt by pretty much most other companies in this world that when things screw up or there is silence on Cake's end for longer than a day or so we assume they are just like the rest. They are not though. They're just kind of... IDK, busy? Little disorganized? But all in all very cool and helpful folks. They just need to get a few more people manning the emails IMO. Maybe when I am more knowledgeable they'll hire me on a ticket to ticket basis. Not like I got much else going on and I enjoy problem solving.

Glad you got it sorted out.

Do you remember my first (well one of my first) night's here John? When I was trying to figure out why I was getting dropouts and crashes on my brand new system and their email servers were down? 

That was my night of "WTF?!!!"

After getting them on the phone the next day though we had it sorted out in a matter of minutes (problem with my PCI interface and the legacy slots on my MOBO). I had absolutely no idea what I was talking about being a complete n00b but they were patient, clear and concise with what needed to be looked at. Haven't had any issues in that regard since and I've only called them again over something I can't even remember now. They were very polite both times. In fact the last time I called I think the guy wanted to chat a little more because he sounded disappointed when I thanked him and hurried to get off the phone because I didn't want to waste his time anymore. lol... Sorry, anonymous tech guy. Just not used to that. ;-)