How many out there are REALLY disappointed with the new (no) support system?

I would never use it. I would always ask here first.

billshontz
I just missed 2 recording sessions in one day, because my updated Platinum program crashed and disappeared.  No phone to call for help (it said it was all booked up, try later) and there was no response to my email.  What do you think?

I think you should have posted in the SONAR forum, fully describing the situation so others could attempt to help.   That happens each and every day around these parts, so if help is what you need(ed) you should do what you can to get there. 
 
I completely understand why some are frustrated by the current situation, particularly when it's something that their peers can't help with (like registration).
 
Anyhow, since you asked...  personally, no, I'm not disappointed.  That's because I just haven't needed support so I just go by whatever I read in these forums.
 

Cakewalk Support has quite a load right now, from what I've read, but I can understand the frustration of the OP. When you're on a session and the problem is hitting you at 2AM (many times the case with me), even forum support might not readily be handy. However, it's still free to any customer that wants to call and chat.
 
But generally, that seems to be the problem. It's free to any request from licensed users. That's has it's ups and downs. One case on the phone might be dealing with a simple "How do I..?" when another caller is seeking support for a specific error message and crash. There seems to be no solution for priority in place. I've suggested in another post that it's probably time that CW deploy a pay-support solution, and a weighted interleaving case handling method for online and phone support.
 
Personally, I;d love to see 24/7 paid priority support. 8x5 Support might still be free, but paid cases get priority. Online cases to be handled 1 for every 3 calls, for example.

My understanding is they really are great. 'Great' comes in small numbers, and they routinely don't stick around once they realize they're winners. Support is a tough biz.
 
Cakewalk has responded to another thread apologizing for the lack of presence and the sheer workload they're under right now. So, rest assured, they are aware of this complaint.

rtucker55
I'm not for paying for support I've already paid for.
 
Cakewalk is aware there is an issue but all we are getting are excuses and promises. I sincerely believe if they wanted to get the phone support systems fixed, they could...
 
People that call for non-technical reasons should be directed to the online manual. The support page use to say for technical support only.

And you wouldn't have to. But you are now getting the "free" support you paid for, and it doesn't seem to satisfy. They could fix it, but then perhaps they couldn't offer Lifetime updates, or be able to implement the fixes and new features we also heavily demand. It's a balance with any company. But, I'm proposing a paid priority support to get ahead of the line, so that real problems by professional users can be dealt with faster. I'm also proposing that for every 3 phone calls, Support handles 1 online case, to at least keep them going.

I do agree that Support should certainly point out manual references or online videos to explain the RTFM issues. :)

To the OP - couldn't you have rolled back to the prior version, which only takes a few minutes?
 
Further, why didn't/don't you post the specifics of whatever the issue(s) were, in the off-chance there is an easy resolution that the folks in the forums could help you with?
 
I am not taking sides with the support issue, and I also fervently hope Cakewalk is able to ramp up and catch up on the massive backlog.  Additionally, I feel for your frustration with the support backlog.
 
The other side of that is that you could have posted details and asked for help from the forum, but did not, and you could have yourself performed a rollback to the July version, but you did not.  Is it also possible that whatever occurred to cause a crash for you be related to Windows maintenance, or drivers, or interference from some other application?  Perhaps a 32-bit plugin going belly up in a 64-bit Sonar?  Without posting your details, who knows what actually caused your crash?
 
I recomend you DO post your details on the crash, and that you see if the forum folks can hep figure out what happened, and also recommend that you consider doing a roll back to the prior version of Platinum, for now, so that you can continue to run your recording sessions.
 
Bob Bone

Pete Iverson
Cakewalk does not deliver what it promises.  Now Cakewalk claims it has a business problem.  It's sold do darn much product that it can't keep up with the questions.  Some of us whose issues with timely technical support go back literally for years may be skeptical of this explanation but let's give Cakewalk the benefit of the doubt.   Here's the thing: it doesn't matter.  If Cakewalk is moving this much software then it can afford to adequately staff its support team.  The solution is not to turn its problem into my problem.
 
I view the representation made by Cakewalk regarding delivery of meaningful and timely technical support to induce to me purchase its software as part of the purchase contract between myself and Cakewalk.  If I were a PO'd user in the Boston area, I would be tempted to hire an attorney to bring a class action to require Cakewalk to provide it.
 
Pete Iverson

I checked your cases and you have exactly one case which I just replied to. Step record being open causes the num pad keys to be captured by that view. In the big scheme its a small bug that nobody else has reported yet.
Irrespective of the current situation in the past a bug like that might take months or even years to get looked at just because the severity is so low and there is a super simple workaround (close the step record window). This would apply to any other software company not just Cakewalk.
 
The way we work today this issue is actually much more likely to get fixed faster since we do monthly updates.
Anyway your case has been logged and will be reviewed.

Support via telephone is the worst option, for the following reasons:

• Solving a problem usually takes longer than the time you would want to spend on the phone.
• Sonar users can be anywhere in the world. Phoning the USA might not be convenient or affordable.
• A support person can only deal with one caller at a time on the phone, whereas he/she could juggle several enquirers over the web.

I don't see why CW even needs to provide telephone support. Online support is far superior (assuming that it is provided 24/7 and fast response).

Hi Noel:  I totally agree.
 
thx
 
//p

I emailed support in July and have had no response.  I used the new convenient phone call back last week and still nothing.  There is no support anymore.

Hi Cakewalk Support. I am struggling with Sonar Platinum freezes up mainly, and other oddities, after the most recent update for Sonar Platinum. I am at the beginning of a project so I hope my request for support will be addressed very soon. I opened a ticket on 9/4 still no response. I have tried the forums, knowledge and update ever driver in the books... still not functioning with the same rock solid performance I have been accustom to with Cakewalk. User since Cakewalk 3.0 (not Sonar) 

Music Blues
I have not had any issues with Sonar Platinum working as of yet.  I am having issues with command center downloads.  I have gotten about half the downloads done.  They usually start and freeze anywhere from 29 to 89%.  I have no other issues downloading from other sites or vendors.  I assume this is their servers being overloaded.  This has been going on with me for about a month.  Anyone else having this type of issue?

For the freezes, try closing everything else on your machine and leave the Command Center as the active window until the download completes. I find that going to other windows while downloading in Command Center causes it to freeze, or at least puts it at more risk of freezing. Command Center seems to lack keep-alive and/or recovery technology.

Mosvalve
I recently had an issue where none of my projects would open. I opened a case with support hoping I would hear from them. Luckily I figured out what was causing the issue and the help I received from forum members was great as usual. Having fixed the problem I sent support an email telling them the issue was fixed and to close the case. I wasn't expecting a reply but low and behold I received one saying glad you resolved it. I thought to my self interesting that someone from support responded so fast when I resolve my issue but never responded while I had my issue. Not even to say you in the queue. I hope they get support back on track for their sake.

It could be they have someone simply monitoring the ticket system and performing some initial communications, or followups only.

I recall pointing at, Update plan, and support policy posted before the yearly pay program was proposed to us, of their wanting to do.
 
It was empolyed...And I asked about Support..and remote control help through internet  for that now employed fee...to setup, and or correct issues that have arisen, and will seeming continue to do so.
 
We are not all Coders...and we rely on MS and the Apps we buy and pay for to do their homework to gain our support also...in buying to use.
 
If it is not possible to use, on system specified by the seller, it works under, in terms of its function, or functions stated it does do..if that system complies to the specified system spec...Then something is wrong with that policy!
 
Again what are we agreed to...as Policy..is also on the outside of the boxed Product!!! to use, you need this basic, or above for it to work, as it states it does do, if paid for.
 
Now if it does not do as said....Is it the people who use it, to fix it?...no!..not by policy!
 
And as a industry or production house needs it, if it buys it, to produce Products for sale...The terms and policies of employing it, to make it work as said Must be forthcoming, if it does not work as stated outside the box we see first, or as to the agreement when installing it....It has to comply both.
 
Now...Do they have phone lines to help?...Yes!
Do they do the fixing if hanging on hold?...No.
Do they bring to the user a way, for a higher up who knows systems and setting up the product properly, to address the users who do sign that agreement?.
 
That is where we are left in the dust.....eh?...and people and work put on hold..until some bright kid, comes out with tweaks no one wants you to do...And it can help...but , do we have to undo those tweaks once done, when updating?.
 
So many variables...on off...yes no...service on, services off...and then those which cannot be either..and such hidden.
 
So, to go into the codex and change things...is fiddling if USER does recode the App.
Thus it is up to the bakers to find out what is causing the issues with it's supporters whom are the USERS.
 
Why is it up to users to fix, what is not their problems to fix....Is it nature of the Good swill in some coming out to save Face and Grace...trying to make it work for them.
 
I hope, some of that is a blessing...But sometimes, it has not shown to always be able to solve for...As not all machines have the same Products put on...as third party...and not all of the same things are flawless in the designed run of manufacturing of Products, in electronics...So a + and - % of voltages and resistance, of variances seems to apply also. 
 
Not sure what would make a program just vanish...perhaps a virus?.
 
Yet, I am sure...with the access to the system by a pro tech, via remote viewing said systems of trouble, would help many get up and running...with proper setups and tweaks by such a support method...or help them see, what is the cause of some, yet not others...and find solutions for...specific and or odd occurrence  of flaws in said specs or agreements or use there of...paid for!
 
Here we see he cannot use...so..how can he use what he paid for?..is not up to other users persay!...it is policy!
 
Right?...But we do thank all who help us...who are not so smart to know, what works, and what does not work...and what can be used...via trial and error, and what cannot be used with, or on, or installed along side.
 
Now that is some data base!
 
We all have to understand...is here!...but, it does not all apply to all users differing setups....and so cracks to befall some, sometimes makes worse instead of better...in some cases because of those very small variables!, and constant updates that sabotage em or make them better, yet cause the tweaks to go astray!.
 
Frustration is the face of many!
 
But, thanks to the users, we do find it employed fun..to solve for x!
 
Now I tried to say to the Cake Bakers...They need some people to develop a OS that is only for...Work.
 
Korg has something in their line of Keyboard Kronos....Limited only by...and only for one thing!....And it works..eh?...Tie the cake to the custard!...or use whipped cream....and That all would find a better Environment to do, employ, and make good things...and it to work....Poperly....Ah...now how many tried the Avid idea...But they did not finish the development of a full system, with its own OS.....it was pondered by Atari...and Lunix type was BeOS...who crapped that?
 
Exclusivity for one or two or more setups.via boot choice and setup for....of the OS was XP...That is where many will find the bliss they seek in stability or closer towards.
And turn off the auto ...leave that up to the User and with help from those involved to setup....RIGHT.
 
 

kickstart
Hi Lance
Sadly I need to add my voice to the growing number of folks who are not getting tech support within a reasonable period.  I raised an issue by e-mail and it was eventually picked up by Willy Jones.  That was way back at the beginning of June.  We exchanged a couple of e-mails to clarify the problem, then it went quiet.  Mid August I e-mailed Jimmy Landry and he was able to replicate the problem but had to pass it back to the tech support guys again.  Now it's into October and I'm still waiting.
 
Just for the record my case number is 319050.
 
I can only hope that support gets going again soon.  If an issue raised at the beginning of June is still waiting, I hate to think how many more folks are also waiting for support.
 
Robert

Hi Robert,

Technically your case isn't a bug but its really closer to a change request. So it isn't something support would have been able to resolve for you anyway. This issue has to do with "always on top" behavior in Windows. Pinning plugins has nothing to do with the topmost behavior of windows - all pinning does is mark a plugin window so that it is NOT recycled. i.e it is left open when you click on other plugins in the rack.

The Console View is a floating window and marked to be topmost in the z-order. The same applies to Plugin Windows. The problem is when you have two windows marked as topmost, the behavior is undefined. We have plans to enhance this behavior in a future update by special casing plugin windows to take precedence in our Skylight UI, but this is not necessarily a trivial change. We need to define and design the behavior of such windows in skylight so that this doesn't expose other unwanted problems. Anyway it is scheduled for review for a future update...