mfwmiles
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Just about to move myself to Pro Tools
It breaks my heart because i have been a loyal Sonar guy for 10 years now, but the Customer service is just horrible. I am supposed to get Phone support, but they shut down all their incoming phone lines, and I have been waiting DAYS (over a week!!!???) for a call back. Until they do I am dead in the water.
NOW, since i was just about to upgrade to the WONDERFUL new Platinum platform, but I can't for the life of me get a hold of anyone to solve a problem on my Pro platform, what is the incentive for me to have all this EXTRA wonderful upgrades and support when there's no one there?
I am used to the "good old days" when working with a company meant competent and available support.
http://www.icompositions.com/artists/mfwmiles
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telecharge
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Re: Just about to move myself to Pro Tools
2016/09/07 15:27:37
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Preach! 
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Slugbaby
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Re: Just about to move myself to Pro Tools
2016/09/07 15:51:19
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The customer service complaints have been the same for the time I've been on here. It can't be a surprise, and you should know that 99% of issues get resolved through this forum.
If you've been a member since 2005 and are just realizing the cusomer-service issues NOW...
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telecharge
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Re: Just about to move myself to Pro Tools
2016/09/07 15:55:49
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mfwmiles
NOW, since i was just about to upgrade to the WONDERFUL new Platinum platform, but I can't for the life of me get a hold of anyone to solve a problem on my Pro platform, what is the incentive for me to have all this EXTRA wonderful upgrades and support when there's no one there?
I would even extend this to the Feedback Portal that is in the works. Other than my own selfish needs, what is the incentive for me to help better Cakewalk and its products when they're not there for me when I need them? Slugbaby
...and you should know that 99% of issues get resolved through this forum.
You're exaggerating for dramatic effect, right? Sorry, I don't believe that.
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John
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Re: Just about to move myself to Pro Tools
2016/09/07 16:17:58
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We do have a very good track record solving problems. However it can't be done if you don't tell us what the problem is. Also we have no control over CW's support so posting here about that isn't going to get you very far.
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telecharge
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Re: Just about to move myself to Pro Tools
2016/09/07 16:29:55
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John
We do have a very good track record solving problems. However it can't be done if you don't tell us what the problem is.
I don't doubt that at all, and I have nothing but respect for anyone who even attempts to help another on these forums. John
Also we have no control over CW's support so posting here about that isn't going to get you very far.
It's all we have!
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Jimbo 88
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Re: Just about to move myself to Pro Tools
2016/09/07 16:52:14
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☄ Helpfulby digimidi 2016/09/07 20:46:48
As a guy who is forced to work with ProTools...let me just say you are going to come back to Sonar, warts and all, fast. Wait till you have to deal with AVID.
Cakewalk By Bandlab Cubase 9.5 Pro Windows 7 64 Bit Core i7-8700 32 Gig Ram 3.20ghz RME Fireface 400 Audio Card Behringer FCA 1616 Sweetwater Creation Station
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Jimbo 88
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Re: Just about to move myself to Pro Tools
2016/09/07 16:55:58
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I purchase everything I can from Sweetwater Sound. Their tech support is outstanding. I bet you if purchased your computer from Jim at studiocat you could get help also.
Cakewalk By Bandlab Cubase 9.5 Pro Windows 7 64 Bit Core i7-8700 32 Gig Ram 3.20ghz RME Fireface 400 Audio Card Behringer FCA 1616 Sweetwater Creation Station
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telecharge
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Re: Just about to move myself to Pro Tools
2016/09/07 17:05:38
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Jimbo 88
As a guy who is forced to work with ProTools...let me just say you are going to come back to Sonar, warts and all, fast. Wait till you have to deal with AVID.
I don't know about coming back to Sonar, but moving to Pro Tools would be a last resort. Thankfully, there is plenty of competition in the DAW space.
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Brian Walton
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Re: Just about to move myself to Pro Tools
2016/09/07 17:17:42
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mfwmiles
It breaks my heart because i have been a loyal Sonar guy for 10 years now, but the Customer service is just horrible. I am supposed to get Phone support, but they shut down all their incoming phone lines, and I have been waiting DAYS (over a week!!!???) for a call back. Until they do I am dead in the water.
NOW, since i was just about to upgrade to the WONDERFUL new Platinum platform, but I can't for the life of me get a hold of anyone to solve a problem on my Pro platform, what is the incentive for me to have all this EXTRA wonderful upgrades and support when there's no one there?
I am used to the "good old days" when working with a company meant competent and available support.
Good luck with AVID, you might want to test those waters first before you jump ship. You might want to post your problem here.
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Piotr
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Re: Just about to move myself to Pro Tools
2016/09/07 17:18:06
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☄ Helpfulby telecharge 2016/09/07 17:42:10
Hi,
Unfortunately it is true. I have reported few problems and never get any answer nor see progress in it in program itself. My oldest (and first report) and of course :( never answered was about Sonar 7. How many years it was ago?
I included some proves... Nothing...
But also it is true this forum is very helpful. Many very skilled and friendly persons here. I wish I discovered it earlier...
Few person are even actively teaching how to use more effectively Sonar or finding interesting deals :)
But still the question is why technical support is so bad? Maybe they rely on this forum for helping people? But in such case why it is not written somewhere? Like: "We are not answering any mails, ignore bug reports, please look for help on forum."
Although Platinum is very buggy I still believe it is great program, I like GUI very, very much and also development plan and direction of development. There are many new features which really improve workflow and pleasure of use.
So I am just waiting till more respected by support people force them to fix those bugs or maybe they will discover them by themselves. I hope it will change as it is really the weakest point of Cakewalk.
About changing platform I think most important is where you will get expected results faster, easier and without pain.
You have 1 Pro Tools user opinion here. Maybe go to their forum and ask others to have bigger picture before you will make a decision to spend your money for another DAW?
regards,
Piotr
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williamcopper
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Re: Just about to move myself to Pro Tools
2016/09/07 17:23:48
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Recently upgraded a years worth. Same old UI issues: windows font size 125%, Sonar can't handle it. One-click midi note entry, Sonar puts a Scissors thing at the end to mess up the next note. Paste, as far as I can see, still flawed. Tab from loop start field to loop end field? Nope, still broken. But I get some nice orange highlights on things I'd rather not see at all.
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williamcopper
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Re: Just about to move myself to Pro Tools
2016/09/07 17:26:31
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Insert a new audio track still changes midi selection range. One of the insidious problems I spent long hours documenting and filling in problem reports. Did they pay attention? No. Is John still here to say how wrong I am? Yes.
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Anderton
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Re: Just about to move myself to Pro Tools
2016/09/07 18:13:02
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There's more than one type of support. I get computer/system support from PC Audio Labs, most SONAR support from the documentation and the internet, and the difficult issues from the forum because it's very likely someone, somewhere, experienced the problem and figured out how to fix it. However, this is not to minimize the need for what I consider the prime mission of support - to solve problems ONLY the company can solve. In the case of music software companies, this would be things like registration, authorization, installation, etc. IOW I think the obligation of support is to get you up and running, and from there, it's more the user's responsibility to learn the tools, and it's also up to the manufacturer to create materials to help people learn those tools. In my experience very few companies have excellent support. I have tickets open with two companies (not Cakewalk) about problems with installation, which only the respective companies can solve. After several days both are still pending, and meanwhile I can't use the product. Until all software companies treat support as a profit center (i.e., per-incident cost), it's a "you-get-what-you-pay-for" situation. You'd be amazed how fast companies get back to you when you're willing to pay $99 to have a question answered [I regard bug tracking and reporting as different from general customer service.]
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Anderton
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Re: Just about to move myself to Pro Tools
2016/09/07 18:26:10
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williamcopper
Did they pay attention? No. Just to be clear, you don't know whether that's true or not. What is true is that it hasn't been implemented.
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telecharge
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Re: Just about to move myself to Pro Tools
2016/09/07 18:31:58
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All we are asking for is what we were told we would be getting 5 months ago. 
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THambrecht
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Re: Just about to move myself to Pro Tools
2016/09/07 18:37:23
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☄ Helpfulby tlw 2016/09/09 11:35:47
Since more as ten years we earn our daily money working with Sonar.
Sometimes there are little problems or questions which can be solved within this forum.
We cannot call the telephone support, because we speak german and a little bit of broken english.
Why is he telling us that he wants to change to ProTools - but does not tell us about his problems?
This is very suspicious. If someone wants to change the software, he does not tell it.
We digitize tapes, vinyl, dat, md ... in broadcast and studio quality for publishers, public institutions and individuals.4 x Intel Quad-CPU, 4GHz Sonar Platinum (Windows 10 - 64Bit) and 14 computers for recording tapes, vinyl ...
4 x RME Fireface 800, 2 x Roland Octa Capture and 4 x Roland Quad Capture, Focusrite .... Studer A80, RP99, EMT948 ...
(Germany) http://www.hambrecht.de
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stevec
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Re: Just about to move myself to Pro Tools
2016/09/07 18:38:01
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telecharge
All we are asking for is what we were told we would be getting 5 months ago.
And the topic of why that hasn't happened has been reiterated multiple times in multiple threads. Another thread pointing out the same thing isn't going to change anything. Then again, I wonder how many forum initiated issues Noel has resolved over the last week or two... 
SteveC https://soundcloud.com/steve-cocchi http://www.soundclick.com/bands/pagemusic.cfm?bandID=39163 SONAR Platinum x64, Intel Q9300 (2.5Ghz), Asus P5N-D, Win7 x64 SP1, 8GB RAM, 1TB internal + ESATA + USB Backup HDDs, ATI Radeon HD5450 1GB RAM + dual ViewSonic VA2431wm Monitors; Focusrite 18i6 (ASIO); Komplete 9, Melodyne Studio 4, Ozone 7 Advanced, Rapture Pro, GPO5, Valhalla Plate, MJUC comp, MDynamic EQ, lots of other freebie VST plugins, synths and Kontakt libraries
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telecharge
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Re: Just about to move myself to Pro Tools
2016/09/07 18:41:14
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How long is too long? The world doesn't stop spinning because Cakewalk support can't keep up.
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Noel Borthwick [Cakewalk]
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Re: Just about to move myself to Pro Tools
2016/09/07 18:56:19
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mfwmiles
It breaks my heart because i have been a loyal Sonar guy for 10 years now, but the Customer service is just horrible. I am supposed to get Phone support, but they shut down all their incoming phone lines, and I have been waiting DAYS (over a week!!!???) for a call back. Until they do I am dead in the water.
NOW, since i was just about to upgrade to the WONDERFUL new Platinum platform, but I can't for the life of me get a hold of anyone to solve a problem on my Pro platform, what is the incentive for me to have all this EXTRA wonderful upgrades and support when there's no one there?
I am used to the "good old days" when working with a company meant competent and available support.
Your account is active so if you log into command center and download the latest august update of SONAR Professional it should install and run without a demo mode issue. Post back if you still have issues after that.
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Cactus Music
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Re: Just about to move myself to Pro Tools
2016/09/07 19:04:22
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☄ Helpfulby joel77 2016/09/08 09:30:32
Forums are where it's at for getting help these day's. If your old Ford truck has an issue do you call Ford, No you join the huge community of Ford Truck owners and will get help way faster. Sometimes within an hour.
When I have computer issues I go on the NCIX forum. I get top notch answers from knowledgeable techs and it's always bang on. Good forums are not always easy to find but this one is defiantly Cakewalks biggest asset.
I've never had to contact support so cannot comment on the service. I always figure it out buy reading or asking here. And Cake staff are always here answering a lot of the questions and always solving issues. There's a process here to complain about bugs. There's a feature request forum if you don't like the way things work.
I sure don't see that at the Steinberg forum.
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telecharge
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Re: Just about to move myself to Pro Tools
2016/09/07 19:14:17
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Cactus Music
I've never had to contact support so cannot comment on the service.
This is a popular refrain of the old heads and forum faithful. Bully for you, but that's cold comfort for those who need help. I know it's difficult to see a company you've invested so much time in be criticized, but it is what it is.
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Thedoccal
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Re: Just about to move myself to Pro Tools
2016/09/07 19:22:02
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I can't find any posts from you about the problem you are having. Please tell us! I spent 2 months in the spring fixing Sonar...it was hair raising but i finally got everything sorted out. I got all my ideas from this forum. Never once did I even think of bothering Cakewalk...because I can't wait. And what would I tell them...when the problem itself is elusive? After what I did I read all the trouble posts and help if I can. I can only find one post from you out of 100+...where did they all go? Are they just too old?
http://www.catastrophelounge.comThe NeckDive Strap - NEW^^Sonar: Platinum Lifetime/Computer: i7-870, 16GB RAM, AMD R9 380 graphics, Windows 10 (Pro x64)/500gb SSD C:, Barracuda sample(3T) and projects(1T) drives/3 Display Monitors (2&3 split)/Audio Interface: Behringer UFX1604 USB/Firewire/USB Stick/MIDI: Roland A-800Pro, Keystation Pro 88, Roland UM-3G:/Hardware Synths: Korg M3, Yamaha MOX6, Roland TD-8
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Rflint
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Re: Just about to move myself to Pro Tools
2016/09/07 19:25:24
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I hate to admit it....I cheated with Avid for 3 years (I got no satisfaction at all)...I came back to my faithful Sonar;she will be mine until I die or 2037(the end of the digital world) ...
I am a musician...that is what I am Sonar platinium/RME Fireface UFX/Vintech Audio X73/1176/Artist Control/NI Machine/Monitor2USB/Resolv 80a/komplete 9/waves plugins/mOTIF8/ guitars:Fender, Parkwood, yamaha CG-120A/Windows 10x64/PENTIUM 8 -Intel i7-4770K cpu @3.50ghz/Sabertooth Z87/20 GB/1TB
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telecharge
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Re: Just about to move myself to Pro Tools
2016/09/07 19:31:32
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Thedoccal
I can't find any posts from you about the problem you are having. Please tell us!
I really appreciate it, Richie, but I don't care to rehash it. It largely has to do with reconciling/integrating my Cakewalk account/software with the Cakewalk software I purchased through Steam -- which is something most here aren't familiar with.
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Anderton
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Re: Just about to move myself to Pro Tools
2016/09/07 19:32:11
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telecharge
Cactus Music
I've never had to contact support so cannot comment on the service.
This is a popular refrain of the old heads and forum faithful. Bully for you, but that's cold comfort for those who need help. I know it's difficult to see a company you've invested so much time in be criticized, but it is what it is.
As explained in the other thread where you've posted about this, apparently the only open ticket involved a problem where Steam needed to handle your issue, not Cakewalk. As I see it, the real problem is that you got a response from Cakewalk indicating they would try to do something. What they should have said was "It's a Steam problem, deal with them, bye." If they had done that, you wouldn't have sat around expecting Cakewalk to do something. I tried to see what Steam support would have said about your issue, but I don't have an account there so didn't sign in to look.
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Anderton
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Re: Just about to move myself to Pro Tools
2016/09/07 19:33:29
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telecharge
Thedoccal
I can't find any posts from you about the problem you are having. Please tell us!
I really appreciate it, Richie, but I don't care to rehash it. It largely has to do with reconciling/integrating my Cakewalk account/software with the Cakewalk software I purchased through Steam -- which is something most here aren't familiar with.
...because it's a Steam issue, not a Cakewalk issue. You're the first person I've seen come in here expecting to have a steam problem resolved, so it's not surprising people are confused by your issue.
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telecharge
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Re: Just about to move myself to Pro Tools
2016/09/07 19:40:28
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I've already made my case as clearly as I can. At this stage, my issues are beside the point. It's more about if Sonar is going to be a viable solution for me going forward. If I can't count on Cakewalk should I get in a real jam, I need to move on.
post edited by telecharge - 2016/09/07 20:01:40
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JohanSebatianGremlin
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Re: Just about to move myself to Pro Tools
2016/09/07 19:48:51
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Not for nothing but its kind of ironic that a need for tech support is driving you TO protools. Godspeed son.
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SkyDreamer
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Re: Just about to move myself to Pro Tools
2016/09/07 19:56:55
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in a related problem I have Home studio 4 with the code. I cannot find my old account and set up this one.
I want to upgrade but I need to wait now until I can get my old account fixed. I did contact account help.
as I'm seeing here on the forum tech support is backed up. no rush but how long is the wait for help right now?
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