Susan G
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Kudos to Tech Support!
Hi-
I know it's difficult for some to contact TS by phone given the limited hours, time differences, etc. That being said, I just want to commend Joey and Mike in particular for how quickly they were able to clear up two issues for me. After a negligible on-hold time, my question regarding a CWBRN with an "Awaiting reply" status was answered, the issue was replicated and shortly thereafter, the status was changed to "Submitted to Development."
My other question was how to get the (relatively ancient) Project5 application up and running again without my original CD, and sure enough, within minutes I had all the necessary P5 download links and other old products with reg & serial numbers merged into my account.
Thanks very much, guys!
-Susan
2.30 gigahertz Intel Core i7-3610QM; 16 GB RAMWindows 10 x64; NI Komplete Audio 6.SONAR Platinum (Lexington) x64
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Bristol_Jonesey
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Re: Kudos to Tech Support!
2015/04/06 17:23:48
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You know Susan, it's a shame not more people report on a positive experience with Cakewalk.
All too often all we hear are the negatives, not all the time, but predominately.
I had a few problems with the original release of the CCC but once someone was on the case, it was sorted within minutes.
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listen
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Re: Kudos to Tech Support!
2015/04/06 17:48:47
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SquireBum
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Re: Kudos to Tech Support!
2015/04/06 17:51:56
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I would like to second Susan's comments.  Recently, I had 2 problem reports that sat at the Awaiting Reply state, one for over a month and another for just a couple of days. In each case I used the contact Technical Support form and within a couple of days I rec'd an email response and both problem reports were researched and the status changed to "submitted to development". My contacts were Joe Conner and Joey Adams. Thanks guys!
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Anderton
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Re: Kudos to Tech Support!
2015/04/06 18:02:57
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Bristol_Jonesey
You know Susan, it's a shame not more people report on a positive experience with Cakewalk.
Especially because it would encourage others to take advantage of tech support instead of doing the often more inefficient troublehooting-by-forum. Of course there are certainly instances where the combined wisdom of the community triumphs, but the advantage of tech support is they can ask follow up questions easily. Think of all the times people have started a thread about a problem and 20-30 posts later say something like "Oh by the way, it says my hard drive is 99% full and the little thermometer is red, is that a problem?" Tech support people can usually ferret out those kinds of issues pretty quickly.
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BobF
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Re: Kudos to Tech Support!
2015/04/06 18:39:26
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Susan G
Hi-
I know it's difficult for some to contact TS by phone given the limited hours, time differences, etc. That being said, I just want to commend Joey and Mike in particular for how quickly they were able to clear up two issues for me. After a negligible on-hold time, my question regarding a CWBRN with an "Awaiting reply" status was answered, the issue was replicated and shortly thereafter, the status was changed to "Submitted to Development."
My other question was how to get the (relatively ancient) Project5 application up and running again without my original CD, and sure enough, within minutes I had all the necessary P5 download links and other old products with reg & serial numbers merged into my account.
Thanks very much, guys!
-Susan
That's great to read. Hey, if you manage to get P5 up and running well in your 8.1 environment, PLEASE share that experience (and instructions) here in the forum somewhere.
Bob -- Angels are crying because truth has died ...Illegitimi non carborundum --Studio One Pro / i7-6700@3.80GHZ, 32GB Win 10 Pro x64 Roland FA06, LX61+, Fishman Tripleplay, FaderPort, US-16x08 + ARC2.5/Event PS8s Waves Gold/IKM Max/Nomad Factory IS3/K11U
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Keni
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Re: Kudos to Tech Support!
2015/04/06 19:17:20
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Well said Susan!
I've only had need to contact them a few times over the years, but every time things have been resolved quickly!
+++1
Keni
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Ruckman65
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Re: Kudos to Tech Support!
2015/04/06 20:19:39
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Tech support is some of the best I have encountered. Quick responses and issues fixed. Thumbs up!!!
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Susan G
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Re: Kudos to Tech Support!
2015/04/08 01:25:19
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BobF
That's great to read. Hey, if you manage to get P5 up and running well in your 8.1 environment, PLEASE share that experience (and instructions) here in the forum somewhere.
Hi Bob- It's running fine here so far. I had to Run as Administrator to input the reg code, but after that I've just run it normally. I mostly wanted to take another look (after 8 years or something  !) at the Groove Matrix. I see you posted about it on the Archives forum, so if you have any questions I'll try to answer them over there. I'm by no means an expert, but I'm happy to help if I can . -Susan
2.30 gigahertz Intel Core i7-3610QM; 16 GB RAMWindows 10 x64; NI Komplete Audio 6.SONAR Platinum (Lexington) x64
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BobF
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Re: Kudos to Tech Support!
2015/04/08 06:24:52
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Susan G
BobF
That's great to read. Hey, if you manage to get P5 up and running well in your 8.1 environment, PLEASE share that experience (and instructions) here in the forum somewhere.
Hi Bob-
It's running fine here so far. I had to Run as Administrator to input the reg code, but after that I've just run it normally. I mostly wanted to take another look (after 8 years or something!) at the Groove Matrix. I see you posted about it on the Archives forum, so if you have any questions I'll try to answer them over there. I'm by no means an expert, but I'm happy to help if I can.
-Susan
Great - I'll give it a try then. BTW, I saw my post was [almost immediately] moved to and archive, but I have no idea where that is. Is it OK if I PM you if I run into some questions?
Bob -- Angels are crying because truth has died ...Illegitimi non carborundum --Studio One Pro / i7-6700@3.80GHZ, 32GB Win 10 Pro x64 Roland FA06, LX61+, Fishman Tripleplay, FaderPort, US-16x08 + ARC2.5/Event PS8s Waves Gold/IKM Max/Nomad Factory IS3/K11U
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Susan G
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Re: Kudos to Tech Support!
2015/04/08 15:09:15
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BobF
Great - I'll give it a try then. BTW, I saw my post was [almost immediately] moved to and archive, but I have no idea where that is. Is it OK if I PM you if I run into some questions?
"The Archives" is the CW forum for "Discussion focused around classic Cakewalk software such as pyro, Pro Audio, Kinetic, Project 5, etc." That's where your post was moved: http://forum.cakewalk.com/FindPost/3196773 I got your PM & will reply shortly. Thanks- -Susan
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...wicked
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Re: Kudos to Tech Support!
2015/04/08 15:39:52
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I've called tech support exactly twice since I bought Cakewalk Pro audio in the '90s. Once they fixed the problem quickly, the other they did a lot of homework before telling me there was no solution. I consider both to be positives for the support team.
That said, I don't mind at all turning to the forums for help. There's a lot more brains that can pile on the problem and usually you don't get spoon fed the answer, you get tips on how to solve it, which in turn teaches you to be more self-sufficient. I think I've probably gotten a grad-school level education in computer troubleshooting just from these forums! :-)
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Geo524
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Re: Kudos to Tech Support!
2015/04/08 15:41:23
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I've rarely needed tech support over the years but the couple of times I did they came through with flying colors. Between tech support and this entire Cakewalk Community I couldn't ever want for more. Kudos to all and thanks for posting the positives Susan.
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