Cake tech-support by email, average reply time?

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...wicked
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2014/04/16 14:40:51 (permalink)

Cake tech-support by email, average reply time?

I fired off a plea for help and was just curious if anyone had a general awareness of how long it takes for them to reply. I just want to give them adequate time and not be that jerk who files fifty requests in two days because they can't find the ON button (just kidding I TOTALLY know where that is!)
 

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#1

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    tomixornot
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    Re: Cake tech-support by email, average reply time? 2014/04/16 22:45:20 (permalink)
    Hmm...  a little longer than you would expect.. till you post to the forum and gets some replies.. and then, you'll probably get the reply from Cake  ..that was my experience..
     
    For urgent matters, call them up and get the issue sorted out immediately, and that was my experience too :)

    Albert


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    #2
    jude77
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    Re: Cake tech-support by email, average reply time? 2014/04/16 22:52:17 (permalink)
    I've used email three times.  Twice I heard back within 24 hours and the third time (which was sent in January) has never been responded to.  Soooooo, I guess on average the response time is quite good.
    #3
    fb.seeker
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    Re: Cake tech-support by email, average reply time? 2014/04/16 22:56:54 (permalink)
    Had a small glitch in a purchase this morning.... Josh in Sales support after very short 1-2 minute wait,
    immediately resolved the glitch.  Order was in my email in about 20 minutes.
     
    Hats off to Josh in Boston.

    FrankB "Our Home is Over the Next Hill" Johnny Cash http://www.youtube.com/user/fbseeker?feature=guide
    #4
    Grem
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    Re: Cake tech-support by email, average reply time? 2014/04/16 23:01:59 (permalink)
    I have seen people say it takes a few days to a few weeks.

    Grem

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    #5
    Tom Riggs
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    Re: Cake tech-support by email, average reply time? 2014/04/17 05:54:22 (permalink)
    I have only delt with email support once. They replied in a few weeks with a apology that it took so long. My case was not desperate in any way so that could have factored into it.
     
    I wish I could report better. If phone support is at all an option for you then go that way as I have heard it is much quicker.

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    #6
    icontakt
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    Re: Cake tech-support by email, average reply time? 2014/04/17 06:17:06 (permalink)
    Either within 2 weeks or never from my experience.

    Tak T.
     
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    #7
    gswitz
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    Re: Cake tech-support by email, average reply time? 2014/04/17 06:42:52 (permalink)
    I just call. Pretty much every time I call I get help within a 1/2 hour. Sometimes 25 minutes of that is me getting ready to call. :-)

    StudioCat > I use Windows 10 and Sonar Platinum. I have a touch screen.
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    #8
    Sidroe
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    Re: Cake tech-support by email, average reply time? 2014/04/17 09:06:16 (permalink)
    1 or 2 days has been the limit for me. I seem to remember once or twice I waited for 3 or 4 days and after no reply I sent another e-mail and the answer came back the next day. The staff has always been great to me with e-mail and phone support. Phone support is always a long wait after a new version launch to say the least.

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    #9
    ...wicked
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    Re: Cake tech-support by email, average reply time? 2014/04/17 14:20:42 (permalink)
    Thanks all! I'm on day 4 now so it might fall in the circular file. I'll just ring them up next time the time zones line up for me. Luckily I've got 6 other tracks queued up for mixing to keep me busy.

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    #10
    paulo
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    Re: Cake tech-support by email, average reply time? 2014/04/17 15:20:23 (permalink)
    In my experience............ never.
     
    Well, not technically that's not true......... yet, but several years down the line I'm not expecting a response any time soon.
    #11
    Ryan Munnis [Cakewalk]
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    Re: Cake tech-support by email, average reply time? 2014/04/17 15:49:31 (permalink)
    ...wicked
    Thanks all! I'm on day 4 now so it might fall in the circular file. I'll just ring them up next time the time zones line up for me. Luckily I've got 6 other tracks queued up for mixing to keep me busy.


    Usually we get back to people within 2 days for tech support but I will admit we've been pretty backed up. I'll get someone to look at your case right now. BTW, records state your case was submitted 4/15/2014 at 3:37 PM EST.
     
    We're working on some things internally that will improve our response time overall for everyone, both in terms of systems as well as staffing.
     
    paulo
    In my experience............ never.
     
    Well, not technically that's not true......... yet, but several years down the line I'm not expecting a response any time soon.

    The only cases I see that match your email address are and were resolved a while ago. Perhaps you sent with a different email address or to a different system?
     

    Ryan Munnis
    Cakewalk
    #12
    vintagevibe
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    Re: Cake tech-support by email, average reply time? 2014/04/17 15:50:54 (permalink)
    Jlien X
    Either within 2 weeks or never from my experience.

    Same here.
    #13
    ...wicked
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    Re: Cake tech-support by email, average reply time? 2014/04/17 17:49:04 (permalink)
    Annnnd, first reply arrived. So 4 days! 
     
    But, it's a little lite on help. As it just says to reinstall Rapture as the DXi only. It doesn't say if I have to uninstall anything or from what Rapture installer (as there's two in my account from where I bought it and where it came bundled...neither of which are downloadable individually)
     

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    #14
    scook
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    Re: Cake tech-support by email, average reply time? 2014/04/17 18:12:42 (permalink)
    If you don't clean up the registry and uninstall Rapture, at best the re-install won't happen because the installer will see a newer version is already installed.
     
    If I wanted to perform a clean re-install of Rapture. I would
    1. Copy "C:\Program Files\Cakewalk\Rapture" and "C:\ProgramData\Cakewalk\Rapture" to new locations.
    2. Run the Rapture uninstaller if one exists or delete "C:\Program Files\Cakewalk\Rapture" and "C:\ProgramData\Cakewalk\Rapture"
    3. Remove registry keys HKEY_LOCAL_MACHINE\SOFTWARE\Cakewalk Music Software\rp and HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Cakewalk Music Software\rp
    4. Install the oldest version of Rapture available. In my case, it would be from physical media. If it is from a download, it would need to be older than 25 Jul 2010 because DXi support was dropped with version 1.2.2. I am guessing the line item would say Rapture 1.0. The installer will need a serial number starting with CWRP100.
    5. Once installed apply the 1.2 and 1.2.2 patches from http://www.cakewalk.com/S..rt/product.aspx/Rapture
    6. Rename "C:\Program Files\Cakewalk\Rapture" and "C:\ProgramData\Cakewalk\Rapture"
    7. Copy back the saved "C:\Program Files\Cakewalk\Rapture" and "C:\ProgramData\Cakewalk\Rapture" from step #1.
    8. Verify the DXi and VSTi versions load and work properly
    9. Delete the renamed "C:\Program Files\Cakewalk\Rapture" and "C:\ProgramData\Cakewalk\Rapture" from step #6
     
    I have not personally performed this process.
    post edited by scook - 2014/04/17 18:24:13
    #15
    ...wicked
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    Re: Cake tech-support by email, average reply time? 2014/04/17 19:25:27 (permalink)
    Thanks! I was actually able to install just the DXi version and get my projects ressurrected. Woo hoo! 

    ===========
    The Fog People
    ===========

    Intel i7-4790 
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    ASUS Z97 
    Roland OctaCapture
    Win10/64   

    SONAR Platinum 64-bit    
    billions VSTs, some of which work    
    #16
    scook
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    Re: Cake tech-support by email, average reply time? 2014/04/17 19:29:37 (permalink)
    Good news.
    #17
    Splat
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    Re: Cake tech-support by email, average reply time? 2014/04/17 23:44:58 (permalink)
    No comment.

    Sell by date at 9000 posts. Do not feed.
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    #18
    88fingers
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    Re: Cake tech-support by email, average reply time? 2014/04/18 00:09:13 (permalink)
    It's been two weeks for my issue. Still waiting. But I have noticed that if you call, it's much quicker and a little expensive if it's long distance calling ( in my case it is ) so far not very happy with tech support via email.
    #19
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