Helpful ReplyAD2 Custom for $39?! Can this be right?

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Tané
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 13:13:24 (permalink)
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This last couple of days reminds me of waking up in the middle of the night to see if Santa had filled my stocking yet. I' m sure we will hear something before the end of trading today concerning the mstake.
Tané
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 13:13:52 (permalink)
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This last couple of days reminds me of waking up in the middle of the night to see if Santa had filled my stocking yet. I' m sure we will hear something before the end of trading today concerning the mstake.
1andyf88
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 13:31:14 (permalink)
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Well I think this is very telling

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groverken
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 13:54:01 (permalink)
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Is there any chance of anyone from Cakewalk commenting? There's still a deal on Audio Deluxe which probably won't be repeated (at least until next BF) and would be a good alternative if it ain't happening here!

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pentimentosound
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 14:05:59 (permalink)
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I don't know what this will do, but I sent this thread to CW "feedback", asking for a response.
Michael
june61944
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 14:08:18 (permalink)
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I would get the AD2 Custom package from Audio Deluxe right now (it's listed at $99) if I knew this deal with Cakewalk wasn't going to fly.  Either that or move up to BFD3, but that ship has already sailed.  I can't even get the BFD Eco $20 deal to show up in my FxPansion account.   

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SimpleM
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 14:11:28 (permalink)
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Just got off the phone with Cakewalk.

After waiting on hold for 20 minutes, I spoke with a very cheerful yet unfortunately clueless individual regarding our problems.  I gave her my reference number, invoice number, date of transaction and all the info she asked for.  Her response was , "Hmmmmm, this is odd, it shows your last order on 11-25." (That was z3ta & Rap Pro bundle, I ordered AD Custom on 11-27) She then told me she was going to email Cleverbridge to see if everything was processed and that I should receive an email response from her within 30-45 minutes.  I assured her Cleverbridge had accepted payment and sent me both a confirmation and an invoice so it they have a problem it is on their end between CB, Cake and XLN.

It is 2pm est right now, If I have had no response by 3pm, I will be calling back.

I did tell her there were a multitude of persons having this same problem right now with this one particular product (which I supplied her with the full and concise name of  "Addictive Drums 2: Custom Virtual Instrument and Expansion Pack") and that we were all experiencing the same thing, confirmation emails with links to our content page and nothing on that page and absolutely nothing else.

My suggestion is this, if the email does not fix it within the hour or at least generate something more than "This is strange, I'm sorry you are having a problem but don't know what to tell you", nor any better response from my return call if needed, we ALL need to bombard them with the issue via the phone. 

This is crap.  Crap to leave the deal on the page if it was a mistake, or crap to let it go on this long with no contact or feedback to folks that have already paid for what is advertised as a normally instantly downloadable product that is still not available 72 hours after payment was accepted. 

We at least deserve something, if not the product then at least some better excuse than "boy, this is strange".  It is not like I have seen any other threads with order problems with the sale so they are likely without excuse on this one.
post edited by SimpleM - 2015/11/30 14:25:06
pentimentosound
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 14:12:56 (permalink)
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@ June61944      The BFD sale from FXpansion is good through Dec 31. So, don't give up yet. I didn't check on the ECO, so that I don't know about.
So the BFD stuff should stay on sale at Audio Deluxe and JRRShop....
 
Thanks for calling them. Maybe that will jumpstart this "stalled" deal.
 
Michael
post edited by pentimentosound - 2015/11/30 14:33:26
Andrew Rossa
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 14:20:16 (permalink) ☄ Helpfulby SimpleM 2015/11/30 14:32:41
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This was indeed a mistake. The product was not even set-up and accidentally got pushed to the specials page at the very end. We obviously had no intention of selling it at all right now, much less at a reduced price. We are discussing now how to deal with it so I'll have an update. Rest assured that worse case, we will issue a complete refund. 
 
-Andrew
pentimentosound
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 14:23:46 (permalink)
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Thanks for showing up Andrew.
Michael
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 14:28:54 (permalink)
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Don´t know if it is so clear that this offer was a fault .
I also bought the Slate fgx on friday and there is still no 
 sign of every-plugin.com except an e-mail that over this weekend I will not get a code-
and that it will be delivered in the beginning of the next week.
 
SimpleM
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 14:31:02 (permalink)
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Andrew Rossa [Cakewalk]
This was indeed a mistake. The product was not even set-up and accidentally got pushed to the specials page at the very end. We obviously had no intention of selling it at all right now, much less at a reduced price. We are discussing now how to deal with it so I'll have an update. Rest assured that worse case, we will issue a complete refund. 
 
-Andrew



Thank you for someone FINALLY responding.  I understand you guys just came back to work today, but in some future staff meeting, you might pass along that your customers think having your biggest sale of the year over 4 non-working days might be a bit less than a perfect business strategy.

If a refund is the route you guys end up going it is unfortunate as I could have spent that money on some other deal from another vendor that has now ran out.  (and yes, with children and grandchildren, $40 is a pretty useful amount on BF weekend for us working folks)


post edited by SimpleM - 2015/11/30 14:43:52
1andyf88
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 14:31:31 (permalink)
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A refund would be fine, thank you.
Andrew Rossa [Cakewalk]
This was indeed a mistake. The product was not even set-up and accidentally got pushed to the specials page at the very end. We obviously had no intention of selling it at all right now, much less at a reduced price. We are discussing now how to deal with it so I'll have an update. Rest assured that worse case, we will issue a complete refund. 
 
-Andrew

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clintmartin
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 14:33:42 (permalink)
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Andrew Rossa [Cakewalk]
This was indeed a mistake. The product was not even set-up and accidentally got pushed to the specials page at the very end. We obviously had no intention of selling it at all right now, much less at a reduced price. We are discussing now how to deal with it so I'll have an update. Rest assured that worse case, we will issue a complete refund. 
 
-Andrew


A refund is fine with me.

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Pragi
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 14:34:18 (permalink)
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OK, wrote my last post without reading  Andrew´s response.
 
A refund is  ok imo.
 
 
Andrew Rossa
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 14:35:31 (permalink)
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SimpleM
Andrew Rossa [Cakewalk]
This was indeed a mistake. The product was not even set-up and accidentally got pushed to the specials page at the very end. We obviously had no intention of selling it at all right now, much less at a reduced price. We are discussing now how to deal with it so I'll have an update. Rest assured that worse case, we will issue a complete refund. 
 
-Andrew



Thank you for someone FINALLY responding.  I understand you guys just came back to work today, but in some future staff meeting, you might pass along that your customers think having your biggest sale of the year over 4 non-working days might be a bit less than a perfect business strategy.

If a refund is the route you guys end up going it is unfortunate as I could have spent that money on some other deal from another vendor that has now ran out.  (and yes, with children and grandchildren, $40 is a pretty useful amount on BF weekend for us working folks)




Yeah you are right. Unfortunately, I didn't check this sub forum. I usually see more activity come from the SONAR forum. That's my fault, please accept my apologies. The timing was bad and we are discussing the best option here. Our goal is not to have angry customers and we understand the frustration right now. 
BobF
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 14:38:40 (permalink)
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Andrew - A refund is fine with me as well.  I wouldn't be able to sleep knowing you guys lost money on me.
 
I knew the odds were waaaaaay in favor of an error when I ordered.  My order was strictly "just in case" it was good and true 

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SimpleM
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 14:52:51 (permalink)
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Andrew Rossa [Cakewalk]
Yeah you are right. Unfortunately, I didn't check this sub forum. I usually see more activity come from the SONAR forum. That's my fault, please accept my apologies. The timing was bad and we are discussing the best option here. Our goal is not to have angry customers and we understand the frustration right now.


Well, it WAS on the main forum until for whatever reason someone moved it to purgatory here.  I think they probably wanted to limit the number of folks that would get involved in "ADCusotmgate".

I won't say I'm as cheery about a refund as some here are though.  Ive been a customer of Cake since the PA days and I have paid for some real stinker products over the years and am into thousands invested now but I understand mistakes happen, figured this was one and really tried to get clarification before I spent the money.  I do hate that I missed the great deals on the Waves stuff (now off the blowout sale) taking this chance.

Who knows, maybe in the spirit of Xmas, AD and Cake will honor the deal, after all, "at worst" was the refund possibility... 
post edited by SimpleM - 2015/11/30 15:04:32
Andrew Rossa
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 14:56:12 (permalink)
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SimpleM
Andrew Rossa [Cakewalk]
Yeah you are right. Unfortunately, I didn't check this sub forum. I usually see more activity come from the SONAR forum. That's my fault, please accept my apologies. The timing was bad and we are discussing the best option here. Our goal is not to have angry customers and we understand the frustration right now.


Well, it WAS on the main forum until for whatever reason someone moved it to purgatory here.  I think they probably wanted to limit the number of folks that would get involved in "ADCusotmgate".

I won't say I'm as cheery about a refund as some here are though.  Ive been a customer of Cake since the PA days and I have paid for some real stinker products over the years and am into thousands invested now but I understand mistakes happen, figured this was one and really tried to get clarification before I spent the money.  I do hate that I missed the great deals on the Waves stuff (now off the blowout sale) taking this chance.

Who knows, maybe in the spirit of Xmas, AD and Cake will honor the deal, after all, "at worst" was the refund possibility... 


Oh that's too bad. I didn't move it and wish I had seen it sooner. Again, we are sorry about this error. I am sure there are going to be a lot of great sales going on through the end of the month. 
Tané
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 14:58:08 (permalink)
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ADCustomgate..I like that
AndreyB
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 15:03:46 (permalink)
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Andrew Rossa [Cakewalk]
 

Yeah you are right. Unfortunately, I didn't check this sub forum. I usually see more activity come from the SONAR forum. That's my fault, please accept my apologies. The timing was bad and we are discussing the best option here. Our goal is not to have angry customers and we understand the frustration right now. 



Andrew, it's understood that forum is not a 100-percent fault-proof place for feedback, I can not see your fault here. But I sent a question to Cakewalk customer support (Case 302486) on November 26. And I was hoping that someone read it (though I still got no reply from them, actually, looks like it really came of as complete surprise to you guys).
 
 
 
post edited by AndreyB - 2015/11/30 15:15:06
slyman
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 15:13:29 (permalink)
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When I tried contacting support on Friday, the link said that Support was closed. Other have tried as well.
The forum was actually the only way to maybe get someone's attention at Cake.
SimpleM
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 15:24:30 (permalink)
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slyman
When I tried contacting support on Friday, the link said that Support was closed. Other have tried as well.
The forum was actually the only way to maybe get someone's attention at Cake.


Which is why I suggested giving the entire staff the whole black Friday weekend off might need to be re-thought for the future.  This all would have been avoided with one or two folks in the call center Friday.  One of us would have called (I know I would have) hopefully got it straightened out, posted the findings to the forum and not nearly as many folks would have ordered in error.

Unintentional, yet unfortunate.


TerraSin
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 15:25:27 (permalink)
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Crossing fingers and toes that the deal is honoured. ;)
SimpleM
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 15:29:57 (permalink)
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Andrew, any inkling of an idea on when a decision will be made?  I still have a few hours left to order some stuff and since I paid for ADC with paypal, if I am going to have a refund showing up there today, I may wait to order until it comes in.  I only buy things with paypal, never even tried to transfer funds FROM it.  Will just be easier to apply the refund towards my next purchase through PP.

Just wondering, not the end of the world if it is later as I'm sure it will eventually get used on something else, just didn't want to have it hit my bank for my next purchase and have refund $ just sitting in PP till I buy something again if I could work it differently.
post edited by SimpleM - 2015/11/30 15:41:07
RSMCGUITAR
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 15:35:34 (permalink)
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It would be great to get refunded before the end of cyber Monday
Andrew Rossa
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 15:39:42 (permalink)
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We are trying to figure it out as fast as we can. My advice would be to get the things you want and we'll refund you if you want, no questions asked regardless of the resolution. 
Andrew Rossa
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 15:41:35 (permalink)
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SimpleM
slyman
When I tried contacting support on Friday, the link said that Support was closed. Other have tried as well.
The forum was actually the only way to maybe get someone's attention at Cake.


Which is why I suggested giving the entire staff the whole black Friday weekend off might need to be re-thought for the future.  This all would have been avoided with one or two folks in the call center Friday.  One of us would have called (I know I would have) hopefully got it straightened out, posted the findings to the forum and not nearly as many folks would have ordered in error.

Unintentional, yet unfortunate.




In fairness, we've done this for over a decade and never had an issue like this before. These things happen. We will definitely, worst case, offer a refund. The 26th was Thanksgiving, that's the day people get to spend with their families. We aren't taking that away from people. There are other ways to ensure this doesn't happen like start the sale sooner. But thanks for your feedback.
SimpleM
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 15:51:53 (permalink)
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Andrew Rossa [Cakewalk]
SimpleM
slyman
When I tried contacting support on Friday, the link said that Support was closed. Other have tried as well.
The forum was actually the only way to maybe get someone's attention at Cake.


Which is why I suggested giving the entire staff the whole black Friday weekend off might need to be re-thought for the future.  This all would have been avoided with one or two folks in the call center Friday.  One of us would have called (I know I would have) hopefully got it straightened out, posted the findings to the forum and not nearly as many folks would have ordered in error.

Unintentional, yet unfortunate.




 The 26th was Thanksgiving, that's the day people get to spend with their families. We aren't taking that away from people. There are other ways to ensure this doesn't happen like start the sale sooner. But thanks for your feedback.


I never suggested anyone working Thanksgiving.  Only suggested at least a skeleton crew for Black Friday itself.  I get it and I hope you feel my comments and pressure as what they are intended, reminders that your customer base wants to be able to still go to bat for Cake and Sonar in all aspects.  I'm not simply just trying to be a jackass.

In the optimism for the best case scenario, we can just hope part of the time being taken to resolve the quandary is possibly negotiation with XLN to find a way to honor the deal or offer a meet-in-the-middle alternative for those of us that are affected.


slyman
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Re: AD2 Custom for $39?! Can this be right? 2015/11/30 15:54:09 (permalink)
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+1
post edited by slyman - 2015/11/30 16:05:28
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