Has support been fired because you cannot pay them anymore ?

So i knew the lifetime updates was too good to be true , I sent a email to support 9 days ago as phone support is never available , Still no reply .
 
Guess that area has had to be scaled down or something . My Sonar platinum is stuck in Demo mode so i cannot actually export anything i create.
 
9 Days :(  Abysmal customer service! 

http://forum.cakewalk.com/How-do-I-keep-SPLAT-out-of-demo-mode-m3453197.aspx
 
This may help.

noynekker
 
 Uncle Craig had mentioned in another thread that they're probably just training some new tech support people and there's a backlog to get caught up with, but I'm starting to wonder

i have seen it mentioned quite a few times that the 'excuse' for the poor support of late was because of the influx of new users with the introduction of the 'lifetime updates' and over time others jump on the same band wagon using the same 'excuse'. if you however check back you will see that this latest round of support problems existed prior to the release of the lifetime updates, so it is clear to me that it is just being used for a convenient excuse and not totally the truth  its easy to check for yourself, just look back to where this latest round of support issues began and you will see it was indeed prior to the introduction of lifetime updates (not talking about months or years prior, much closer than that) i recall it well as i was at that time visiting the site regularly with regards to the upcoming huge/big announcement, so it was fairly obvious to me when i seen those seize the opportunity to rope in lifetime updates as a good excuse and it shows that cakewalk are just like every other company, they aren't somehow miraculously more open, honest, trustworthy than any other, they are just the same, and open to little 'untruths' and the like. but many of the faithful see them as butter wouldn't melt in their mouth, and that you can just believe everything they say and all that, the reality is they are just the same as every other company, they and their goals will always come first, what is in their best interest and the profit margin, the almighty dollar will always come first, to think anything else would be deluding yourself. not that there is anything wrong with it if they stay within the bounds of the law, they all do it, it's part of being a business, part of being in business, what has to be done, they all do it, basically because that is how it is, hence they are all basically the same, don't let yourself be deluded by all the fluff.
 
as a long time user and a lifetime subscriber myself i have seen many things over the years, and i believe that this forum (although today and for some time now, only a shadow of it's former self) has lead to this feeling of cakewalk are different to all the other companies, they care about their customers more than other companies and all that, and cakewalk know this and use it to their advantage, the forums are relatively closed, the faithful guard the fences, and repel any sign of descent somewhat blindly, it is a place generally speaking only for the happy and those with positive things to say, yes i know other stuff gets said, but if you were to be honest and have been taking note of how the faithful react to the not so positive stuff, from all the knee jerk defensive posts to the downright out and out attacks on those perceived as a threat to the happy kingdom, a threat to the way they see this company and product, then you will know what i mean. something i will never understand, it's a company?, it's a product? i can not understand having an emotional attachment to either, you find something better you move on, not like a company or product has feelings? it's not like it is you husband or wife, your girl friend or boy friend, brother or sister, mother or father, but anyway, i will never understand it.
 

noynekker
 
 but I'm starting to wonder

 
my feeling is with what i am and have seen, is that things aren't as rosy as they are being portrayed and that there could indeed be trouble ahead for cakewalk and sonar, that the trouble is already here, i don't think that the mac thing will go well, take a look at previous forays into mac territory with instruments like z3ta, rapture pro etc, not exactly well received considering all the issues encountered even to this day, a lot of unhappy mac people out there, i myself use a mac as well as pc, i know the cakewalk track record with regards to mac offerings first hand, and it's not good.
 
i think things are not what they seem, and only put your trust in people you actually know, not companies, not some name on a computer screen

more cynical than ranting, imo

I have a sneaking suspicion that they are transitioning from cool bros who drive Audis in Boston and are just as expensive, to overseas support. Everyone else has. That may be why the brass is concerned and offering sympathy but can't just walk down the hall and light a fire under the support staff.
 
Or they truly have decided we're gonna do it and the old dogs in here will help the new pups for lifetime updates. But they can't say that or there would be mutiny.
 

bitman
I have a sneaking suspicion that they are transitioning from cool bros who drive Audis in Boston and are just as expensive, to overseas support.

 
First, I don't know anyone at Cakewalk who drives an Audi. Most take public transportation to get to the office.
 
Second, if Cakewalk wasn't adamant about having USA-based support and had decided to outsource to overseas support, they could have done so a long time ago.
 

Or they truly have decided we're gonna do it and the old dogs in here will help the new pups for lifetime updates. But they can't say that or there would be mutiny.

 
Read what official Cakewalk staff has said about this. It has been made clear that while they greatly appreciate the peer-to-peer support that occurs in these forums, it's a complement to, not a substitute for, official Cakewalk-based support.
 
Sometimes a series of multiple, unanticipated events occur that when taken in totality, cause problems. I think most people will have encountered a similar phenomenon at some point in their lives, and can relate. If they haven't encountered a similar phenomenon...I'm jealous 

johnduhon27
Same here.  I sent an email over a week ago just wanting to know if I can still get the lifetime deal since I let my subscription lapse this month.  No reply yet.  In five years, I haven't had to call or email, so I don't know how the support normally is.

I think you can go to your account and see if you're eligible, but I don't know for sure.

I am constantly amazed at the threads ranting over support, and yet seemingly the OP of such threads seem to have zero interest in actually getting their problems resolved... so what gives?
 
This Forum actually IS unlike others in the MI business.. there is less crap, less inter-user whining and way more help from user to user.. In my case, in 9 years i have never called or emailed Cakewalk for tech support knowing full well that i can get an answer faster right here.. and that is a dozen or more issues, and, even when it has been a CW issue, a thread in this forum has started the attention to the problem bu direct interaction with the CW staff.
 
If all you want to do is rant then i would suggest the moderators make a forum room with soundproofed rooms where you can do just that...and move all of these threads which have zero to do with Sonar.
 

Anderton
I do think the people who come to the forum for its intended purpose - exchange questions and answers on how to get the most out of SONAR - are losing patience with those who don't. 

I'm sure some are, but I'd hate for anyone to be driven from the forum just because of a few people who get their kicks ranting and complaining. I've never found it difficult to ignore or quickly gloss over those types of posts and get to the more productive posts. I still find a lot more of the constructive/productive posts here than I do of the useless/ranting variety.

Anderton

The Grim

noynekker
 
 Uncle Craig had mentioned in another thread that they're probably just training some new tech support people and there's a backlog to get caught up with, but I'm starting to wonder

i have seen it mentioned quite a few times that the 'excuse' for the poor support of late was because of the influx of new users with the introduction of the 'lifetime updates' and over time others jump on the same band wagon using the same 'excuse'. 

As has been pointed out multiple times in these forums, that is only one of many factors that unfortunately all hit at the same time, including a changeover in how support is being done, trying to implement chat, existing support people leaving, new ones needing to be hired and trained, etc.
 
To further muddy the waters, several people have come up with theories that have no bearing on this, like the upcoming Mac alpha being the reason.


Rather than speculate, it makes more sense to read the replies from Ryan Munnis, Noel Borthwick, and Keith Albright, all of whom are official Cakewalk people, and have stated what's going on accurately and transparently. 
 
There's absolutely no denying that support is a problem right now. However people who say there's "no" support are wrong; there is support (just not enough), and Cakewalk is working to correct the problem. See the other posts in related threads from professionals who understand the difficult in hiring qualified people during a period where demand exceeds supply of both support needs, and people who can provide same.

I think the reason I have responded to this thread is that the concept of "software support" is a bit of a sore spot with me right now . . . since I've recently spent a lot of money obtaining some new software from another (unnamed) company, only to find out that their support for the software is totally non-existent . . . their response to a detailed support inquiry was to send a "Frequently Asked Questions" link, and then mark the case as solved.
(Great way to piss off new customers, who will never purchase from you again, not a sustainable business model)
 
Contrast this to Cakewalk . . . I have a long history with this company, and therefore trust that the current blip in customer support will get remedied soon enough.
 
Uncle Craig has this way of quoting and responding to the previous posts that kind of annoys me, by commenting only on specific details without including the whole quote, and missing some important details about the point that was trying to be made. Therefore my original contribution about my concern for new users not getting the support they need when starting out with a new company has possibly been glossed over. We suddenly have all these new users, and they can't get help ?
 
I get it now that support currently has some issues, and I don't think anyone here on the forum reads every single thread, so we may have missed the fact that Cakewalk have personally responded here on the forum regarding this current support issue. Meanwhile, everyone here on the forum can help out by just trying to help the newbies with their issues, until the amazing new support system is in place.

Understood Craig, don't get me wrong, I really appreciate your presence here on the forum, and know you can't spend time fixing every thread . . . let's just hope Dan (the OP) can get some support soon, or at least be more active in his thread.