Lockedcustomer support

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laz
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2014/02/17 11:32:19 (permalink)

customer support

im a bit angry with the support of cakewalk! you have to jump through hoops to find an area to try to e-mail support! ive upgraded this product  since cAKEWALK 3 . im having trouble with the virtual instruments and sonar x1 isn't even listed as a support item option for me!! I may jump ship. has anyone else had trouble with contact or am I over reacting?
#1

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    John
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    Re: customer support 2014/02/17 11:42:41 (permalink)
    You are overreacting. Go here. http://www.store.cakewalk.com/b2cus/contact.aspx

    Best
    John
    #2
    laz
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    Re: customer support 2014/02/17 12:07:37 (permalink)
    hey thanks john, but ive been there. and looks like they no longer support x1. ive given them money for every upgrade probably since "cakewalk 3". I think some kind of customer support is in order. imo.
    #3
    Ryan Munnis [Cakewalk]
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    Re: customer support 2014/02/17 12:23:16 (permalink)
    Our support policies are listed on our website here: http://www.cakewalk.com/Support/contact/default.aspx#ts-policies
     
    We offer free technical support for the products listed. If your product is not listed you would need to upgrade for technical support. This has been our policy for a long time. Most of our competitors charge premium rates ($30 a case, $4 a minute, $300 a year, for technical support).
     
    If you're running into trouble I'm sure there are plenty of people in the community who are more then willing to help.

    Ryan Munnis
    Cakewalk
    #4
    laz
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    Re: customer support 2014/02/17 12:33:17 (permalink)
    I understand the policy. I just don't agree with it. I have been a paying customer from almost the start. im not even asking for someone to walk me through troubleshooting. Im just looking to have a few questions answered on my product I purchased.
    #5
    mmorgan
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    Re: customer support 2014/02/17 12:36:37 (permalink)
    You may find the answers right here on the forum if you state what your issues are and what your system specifications are. I've had many of my questions answered here.
     
    FWIW: I've always had good results with Customer Support.
     
    Regards,


    Mike

    Win8(64), Sonar X3e(64) w/ RME Fireface UFX.
    #6
    robert_e_bone
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    Re: customer support 2014/02/17 12:38:26 (permalink)
    Well, they have a limited number of resources, and to avoid having to begin charging folks for support, they choose to operate in that manner.
     
    As he said, however, there are REALLY good folks that will address your questions here in the forum, so if you would like some assistance or just some things explained, please post each question as a separate thread, so that it keeps them distinct, and you will get the assistance you seek.
     
    Bob Bone
     

    Wisdom is a giant accumulation of "DOH!"
     
    Sonar: Platinum (x64), X3 (x64) 
    Audio Interfaces: AudioBox 1818VSL, Steinberg UR-22
    Computers: 1) i7-2600 k, 32 GB RAM, Windows 8.1 Pro x64 & 2) AMD A-10 7850 32 GB RAM Windows 10 Pro x64
    Soft Synths: NI Komplete 8 Ultimate, Arturia V Collection, many others
    MIDI Controllers: M-Audio Axiom Pro 61, Keystation 88es
    Settings: 24-Bit, Sample Rate 48k, ASIO Buffer Size 128, Total Round Trip Latency 9.7 ms  
    #7
    Ryan Munnis [Cakewalk]
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    Re: customer support 2014/02/17 12:38:39 (permalink)
    I understand. Unfortunately that doesn't mean the policy isn't in effect since we have to offer support for the products listed on that page. I'm going to close the thread since you've stated your opinion and I understand it well.
     
    As I mentioned, you're welcome to start new threads with any questions you have. There are a TON of helpful folks here and Cakewalk staff does jump in from time to time, we just unfortunately don't offer free technical support for SONAR X1 anymore which is why the technical support form doesn't have an option for it.

    Ryan Munnis
    Cakewalk
    #8
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