booksmusic
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How Long Does It Take For Sonar Tech Support To Get Back To A User?
Hi Forum Members,
My question is this: How long does it take for Sonar Tech Support to get back to a user?
I can't open Sonar Platinum. I get the message: "SONARPLT.exe has stopped working." I sent Tech Support a request for Help on 8-6-16 and still haven't heard from them. (Are they ALL on summer vacation? Or too busy with the next update?)
Other Forum members have sent me many suggestions to fix this problem, but none of those suggestions worked. I assume Tech Support could help me. I can't open/use Sonar, so I'd like to hear from them. In three days it will be 2 weeks since Sonar stopped working.
So I repeat: How long does it take for Sonar Tech Support to get back to a user?
Regards,
Reynold
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bobsacco
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Re: How Long Does It Take For Sonar Tech Support To Get Back To A User?
2016/08/17 15:31:55
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I'm in the same boat.
I wouldn't get any hopes.
I can't even register my software that I purchased from them as their server is denying me.
I suppose your channels would be file a complaint with the Better Business Bureau or file a class action suit?
Dell desktop XPS 8700 3.4 GHz, 32 Gb RAM Windows 7 pro Midi controller: need recommendation Audio interface: Line6 Toneport UX2
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abacab
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Re: How Long Does It Take For Sonar Tech Support To Get Back To A User?
2016/08/18 10:05:51
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☼ Best Answerby Joey Adams [Cakewalk] 2016/08/18 10:40:49
They are hiring and training new support staff to deal with an overwhelming increase in new user support calls this year. They will get back to you as soon as they can. In the meantime follow the suggestions from fellow forum members provided in your other thread. http://forum.cakewalk.com...kingquot-m3463007.aspx
post edited by abacab - 2016/08/18 10:33:16
DAW: CbB; Sonar Platinum, and others ...
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mcdonalk
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Re: How Long Does It Take For Sonar Tech Support To Get Back To A User?
2016/08/19 01:37:27
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abacab:
On what do you base your assertion that "they will get back to you as soon as they can?"
I've been waiting for Technical Support to continue communication on my case for which queries for status have gone unanswered for months. If you know something, I could use some encouragement
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chuckebaby
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Re: How Long Does It Take For Sonar Tech Support To Get Back To A User?
2016/08/19 07:06:01
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mcdonalk
abacab:
On what do you base your assertion that "they will get back to you as soon as they can?"
I've been waiting for Technical Support to continue communication on my case for which queries for status have gone unanswered for months. If you know something, I could use some encouragement
your situation is a unique one wouldn't you agree ? its not like a lot of users are on this forum saying Rapture is in Demo mode. Support contacted you (and if im correct) they told you what you needed to do (update window, check your disk for errors). So what more can cakewalk support do for you with this system related issue ? but for you to come on this forum and make it your sole mission to only reply to "support complaint" threads and smearing cakewalks name is just not right. And don't you think its a wee bit rude to be calling out other members... similar to what im doing now to you ? My apology's.
Windows 8.1 X64 Sonar Platinum x64 Custom built: Asrock z97 1150 - Intel I7 4790k - 16GB corsair DDR3 1600 - PNY SSD 220GBFocusrite Saffire 18I8 - Mackie Control
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pwalpwal
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Re: How Long Does It Take For Sonar Tech Support To Get Back To A User?
2016/08/19 07:26:09
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did you try pm-ing staff via this forum? that seems to be a way to get some attention
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pwalpwal
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Re: How Long Does It Take For Sonar Tech Support To Get Back To A User?
2016/08/19 07:31:38
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igiwigi
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Re: How Long Does It Take For Sonar Tech Support To Get Back To A User?
2016/08/19 08:04:28
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booksmusic
Hi Forum Members,
My question is this: How long does it take for Sonar Tech Support to get back to a user?
I can't open Sonar Platinum. I get the message: "SONARPLT.exe has stopped working." I sent Tech Support a request for Help on 8-6-16 and still haven't heard from them. (Are they ALL on summer vacation? Or too busy with the next update?)
Other Forum members have sent me many suggestions to fix this problem, but none of those suggestions worked. I assume Tech Support could help me. I can't open/use Sonar, so I'd like to hear from them. In three days it will be 2 weeks since Sonar stopped working.
So I repeat: How long does it take for Sonar Tech Support to get back to a user?
Regards,
Reynold
I think It is bad,because cakewalk will take your money. This is the same with all things today--No personnal sevice. You can say come on the forum,but you may need something Important. They are probably cutting their staff down the same as when you go to the shops.Only one serving at the counter of a large store and you have to wait ages for service. What is tech support for ?? I also sympathize with Mcdonalk Yes, You also get the robotic repeat talk In tape recorder mode that we are taking on more staff and we will get back to you as soon as possible. This situation has been going on for months now I had the same treatment from Ik Multimedia,tape recorder messages saying we are looking Into the problem ,but never an outcome. There sampletank 3.66 keeps crashing and they have a problem Inside the program.Nothing else crashes. The more time goes on Into the future aftercare Is getting worse In all areas of our society Mark me, Sonar is a fine product,but people need some Hi tech advice and other important things at some point. I am a lucky one who has not got any problems as yet,but all pc's have different attributes.
post edited by igiwigi - 2016/08/19 08:47:13
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abacab
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Re: How Long Does It Take For Sonar Tech Support To Get Back To A User?
2016/08/19 09:03:13
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mcdonalk
abacab:
On what do you base your assertion that "they will get back to you as soon as they can?"
I've been waiting for Technical Support to continue communication on my case for which queries for status have gone unanswered for months. If you know something, I could use some encouragement
Umm ... because the Cakewalk Chief Technology officer and the Chief Magic Officer said so. And I believe them. No reason not to. I have never been lied to in almost twenty years of using their products.
DAW: CbB; Sonar Platinum, and others ...
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abacab
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Re: How Long Does It Take For Sonar Tech Support To Get Back To A User?
2016/08/19 09:03:56
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chuckebaby
mcdonalk
abacab:
On what do you base your assertion that "they will get back to you as soon as they can?"
I've been waiting for Technical Support to continue communication on my case for which queries for status have gone unanswered for months. If you know something, I could use some encouragement
your situation is a unique one wouldn't you agree ? its not like a lot of users are on this forum saying Rapture is in Demo mode.
Support contacted you (and if im correct) they told you what you needed to do (update window, check your disk for errors). So what more can cakewalk support do for you with this system related issue ?
but for you to come on this forum and make it your sole mission to only reply to "support complaint"
threads and smearing cakewalks name is just not right. And don't you think its a wee bit rude to be calling out other members...
similar to what im doing now to you ?
My apology's.
Chuck, thanks bro! Good lookin' out :-)
DAW: CbB; Sonar Platinum, and others ...
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abacab
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Re: How Long Does It Take For Sonar Tech Support To Get Back To A User?
2016/08/19 09:20:33
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<rant on> My honest opinion is that the way forward is to ditch unlimited free technical support for the life of the product.
Keep the customer support for account issues, software activations, etc.
Just offer an initial limited period for free tech support to get over setup and configuration issues, then afterwards charge on a pay per incident plan. Or maybe also offer a subscription support model for those that need the hand holding.
Many software vendors have found this method a better business model. It would throttle the abuse of the support team by individuals that cannot configure or troubleshoot their PC, Windows, or sound module correctly.
I'm sure that there are real bugs in Sonar. All software has them. Look at all of the rolling fixes that get implemented with each release.
But somehow I get the feeling that the majority of folks reporting issues with Sonar are not really reporting Sonar bugs. They need the hand holding that most application tech support teams probably are not equipped to handle. </rant off>
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mcdonalk
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Re: How Long Does It Take For Sonar Tech Support To Get Back To A User?
2016/08/19 13:22:13
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coolbass
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Re: How Long Does It Take For Sonar Tech Support To Get Back To A User?
2016/08/19 13:43:12
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abacab
<rant on> My honest opinion is that the way forward is to ditch unlimited free technical support for the life of the product.
Keep the customer support for account issues, software activations, etc.
Just offer an initial limited period for free tech support to get over setup and configuration issues, then afterwards charge on a pay per incident plan. Or maybe also offer a subscription support model for those that need the hand holding.
Many software vendors have found this method a better business model. It would throttle the abuse of the support team by individuals that cannot configure or troubleshoot their PC, Windows, or sound module correctly.
I'm sure that there are real bugs in Sonar. All software has them. Look at all of the rolling fixes that get implemented with each release.
But somehow I get the feeling that the majority of folks reporting issues with Sonar are not really reporting Sonar bugs. They need the hand holding that most application tech support teams probably are not equipped to handle. </rant off>
How high and mighty we feel.
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LLyons
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Re: How Long Does It Take For Sonar Tech Support To Get Back To A User?
2016/08/19 13:47:17
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First - my support needs are very different than most everyone else. I have 'grown up' starting with with 12 Tone Systems first midi and audio product. The first audio card I had was a DAL Card D - with SMPTE to lock to a DA88, and a KORG DSS for keys. I have learned so very much from this forum of good minds over the years, and from many different training sources. If something is off - my knowledge is slightly dangerous enough to putz around and fix it, or figure a way around it. I have contacted Cakewalk maybe 3 times in 18 years. So much for my disclaimer.
I have been watching, concerned yet reserved, about this topic. I have tried every day since it came up, to click on phone support just to see if I got a message that was different than 'sorry' our available time slots are full. I have not yet. HOWEVER - I finally did get a email back from support a few days ago concerning a payment and update issue for the new lifetime updates I had about the end of July. Looking at this, and keeping in mind that not all support triage concerns are equal, they have gone from no answer, to an answer in a few weeks. Thats hopeful indeed, in my simple opinion.
Today, I am more comfortable knowing that they are answering emails, albeit it much slower than in the past. More importantly - I have an incredible support team in this forum as Cakewalk moves forward to improve tech support delivery.
Take care,
LL
L Lyons DOS and Windows Pro Audio 2-9 from 12 Tone, Sonar 2, 2XL, 3, 4, 5, 7, 8, 8.5, Producer, Producer Expanded, X1 Producer, X2 Producer, X3 Producer and now Sonar Platinum 64 bit - 2nd year Home Built Machine 32G Ram - Corsair Vengeance DDR4 Win 10 Pro Intel i7-6700K Gigabyte Z170-UD5 Thunderbolt3 - AVB ready Planar Hellium 27 touchscreen Limited connection to internet DAW use ONLY WAVES 9.2 64 Bit MOTU 1248 - Connect Thunderbolt MOTU AVB Switch Presonus RM32ai - Connect firewire 800 CS18ai - Connect AVB
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abacab
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Re: How Long Does It Take For Sonar Tech Support To Get Back To A User?
2016/08/19 15:06:57
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coolbass
How high and mighty we feel.
Not really. Just annoyed that I got called out personally by mcdonalk for repeating Cakewalk's position on this issue. Before my first cup of coffee too!!! I probably could have worded things more gently, but I will stick to my opinion that the only way to clean up the queue is to start charging for technical support beyond the new customer break-in period.
DAW: CbB; Sonar Platinum, and others ...
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John
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Re: How Long Does It Take For Sonar Tech Support To Get Back To A User?
2016/08/19 15:29:09
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☄ Helpfulby abacab 2016/08/19 16:26:00
I'm on the verge of locking this thread. If you all wish me to I will. I will anyway if the conflict continues. We have seen a lot of threads asking about CW support. If there are questions about it please look up those threads instead of starting new ones.
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booksmusic
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Re: How Long Does It Take For Sonar Tech Support To Get Back To A User?
2016/08/19 20:14:45
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As the original questioner, I agree. I thought I might get responses like 3 days, 5 days, two weeks, etc. Anything to get an idea of how long to wait ... but I guess that's not to be.
Thanks anyway,
Reynold
Win10Pro, Dell XPS 8300, 64bit, Intel i5-2400 CPU @3.10gHz, Ram 8GB, AMD Radeon HD5670/AMD High Def Audio Device, Sound Blaster Xtreme Audio, Sonar Platinum (up-to-date), Roland QuadCapture, BIAB/RB
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mettelus
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Re: How Long Does It Take For Sonar Tech Support To Get Back To A User?
2016/08/19 21:17:13
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☄ Helpfulby Earwax 2016/08/19 21:45:45
Only CW can answer your specific question, and the only way to bypass the current queue would be to PM a CW person directly. I believe you need 25 posts prior to sending a PM, so you could post ten quick "+1"s to threads....
Or... one of the folks who so adamantly and blindly defend the status quo could PM them on your behalf :)
ASUS ROG Maximus X Hero (Wi-Fi AC), i7-8700k, 16GB RAM, GTX-1070Ti, Win 10 Pro, Saffire PRO 24 DSP, A-300 PRO, plus numerous gadgets and gizmos that make or manipulate sound in some way.
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