Is Technical Support Dead?

Nothing for the CW products. They may be reinstalled as many times as necessary. Celemony and XLN have their own rules about installations. I have only had to deal with XLN and it is a matter of using their installer and https://www.xlnaudio.com/myaccount-mycomputers to maintain licenses.

I'm beginning to think they're offline, as well. Submitted a support question 4/27, got the automated response that someone would contact me within 3 business days. Sent another inquiry on 5/16 along with my previous case no., still no reponse.
I'm having problems with TH3 wanting to be activated. Having to run in demo mode. This is my second 15 day demo period.

thx everyone for you helpful advice.

To rworkman -
sounds like the same problem i had, please read this thread:
http://forum.cakewalk.com/rss-m3415882.ashx
 
regards
Per R

Have you tried to uninstall TH3 via Control Panel, and then roll back and forth again? It sounds to me like you have the full version of TH3, and not the Cakewalk edition. Could be worth a try.
Mine activated as expected via CCC.
All the best.

I haven't been able to get any technical help since upgrading to a new PC with Windows 10 and Platinum and I have a lot of teething problems (and Im a bit of a technophobe with doesn't help) BUT the amount of support in here on incredible!
 
I repeat the support on here is INCREDIBLE!!!

To rworkman -
so if you go to Help/About Sonar you see:
22.4.0 Build 27 [2016.04] ?
 
If u see that, I can't help you.
 
regards,
Per R

I appreciate the apology.  I'll just keep trying.

I've had a case outstanding for 3 months:
 
http://forum.cakewalk.com/Why-does-Rapture-Pro-always-revert-to-demo-mode-m3380090.aspx
 
I have had an occasional request to perform "busy work," though and haven't been completely ignored. (I began my career in technical support and therefore recognize "busy work" when I see it.")
 
I would ask for a refund for  the product in question which I have never really been able to use, but I have to admit that I am interested in how long this adventure takes to play out.
 
Keith

My understanding is that some additional support people have been hired (as have some more developers).
 
Again with the standard disclaimer that I don't speak for Cakewalk...I've had interactions with support at multiple companies. The reality is that support people have a limited shelf life for the gig; dealing with people who call up and yell at you tends to lose its appeal after a while. Of course not everyone is a jerk, but I see what the support people at Gibson go through and their patience is a wonder to behold. 
 
So if multiple support people reach the end of their shelf life at the same time and bail ("I'm leaving, I got a much better job - catching rabid dogs"), you have to find replacements quickly. However then they have to be trained.
 
Paradoxically, I'm sure it doesn't help that Cakewalk is on a roll. The rate at which SONAR is gaining new customers is off the hook, and new customers tend to tax support much more than veterans who can state a specific question in the forums and get an answer a few posts later, or search the net and find an answer. Hopefully Cakewalk will be able to get any new support people up to speed expeditiously.
 
 
 
 

I've been able to sort out approximately 97% of my problems just searching for my question and finding somewhere it's already been answered here (of course, using Google to search the site, not the site search, which is about as useful as a chocolate teapot). Another 2% asking for and getting help here (and I try to be helpful to others where I can, though I'm not nearly as clever or quick as a few other folks). I think I have actually called technical support once or maybe twice in the decade plus I've been using Sonar. They were helpful and pleasant, if memory serves - it was a long time ago - but I have to say I've generally been able to solve problems quicker on my own just digging around a bit. 
 
That's not intended to excuse the fact that CW tech support seems to have hit a rough spot and is perhaps not serving those who need it as well as it could, but I definitely encourage - echoing others above - taking an active approach and using the incredible resource that this forum and its amazingly helpful and knowledgeable denizens represents. 

lfm
One thing I feel i soften forgotten by vendors are supports ability to assist in giving feedback of bugs to devs.
 
The more bugs that remain in system - the more new users will, over and over again, experience these - and subsequently wear down support.
 
The most professional handling I experienced over the years are Waves. Nothing compares really.
 

Agreed that Waves support is excellent. But as to bugs "wearing down support," you need to separate product/phone support from development/bug fixing-type support. The main phone support issues by far involve getting third-party plug-ins and audio interfaces to work with SONAR, not SONAR itself. By the time people encounter bugs, they've gotten pretty deep into the program. 

Got an email this morning that they are hiring support reps.
 
Coders too btw.