LACK of telephone Support from Cakewalk

Why can't I get PHONE support? I've tried but get unavailable for phone support for weeks, while at the same time I'm being bombarded with paying $199 for support ulimited support and upgrades? Doesn't that seem weird? I've even left message on the facebook and twitter sites for Calkwalk support, and emailed the corporate Gibson people. I've asked questions, and received No replies, except canned email responses confirming that you received my request. Sorry to say, but it's appearing as if Calkwalk maybe just like a front at this point, and that under Gibson management may be going away.
I purchased the my upgrade for SONAR, and downloaded it in May for $199, then in June they're asking me to pay the same $199 again for the software with unlimited updates.  Does that sound really fair or right? I've tried to reach them but unsuccessfully.
Can someone call me? John Reed cell: (310) 503-1198 and home # (310) 316-4551.

Didn't we have this thread before?

Did you check your account to see what upgrade end date you have? You could always go to the store and click on the buy button and see what the discount is in your case if you do only have a one year upgrade.

themusicroom
Why can't I get PHONE support? I've tried but get unavailable for phone support for weeks, while at the same time I'm being bombarded with paying $199 for support ulimited support and upgrades? Doesn't that seem weird? I've even left message on the facebook and twitter sites for Calkwalk support, and emailed the corporate Gibson people. I've asked questions, and received No replies, except canned email responses confirming that you received my request. Sorry to say, but it's appearing as if Calkwalk maybe just like a front at this point, and that under Gibson management may be going away.
I purchased the my upgrade for SONAR, and downloaded it in May for $199, then in June they're asking me to pay the same $199 again for the software with unlimited updates.  Does that sound really fair or right? I've tried to reach them but unsuccessfully.
Can someone call me? John Reed cell: (310) 503-1198 and home # (310) 316-4551.

We only see a registration for new SONAR Platinum which you purchased at a retailer on Feb 26.
In this scenario SONAR Platinum with lifetime updates is an additional charge for $199 if you wish to upgrade to that. If not your membership will end in Feb 2017. Your cost to upgrade to Platinum is $199, which is $200 off what you would pay for it new.
 
There is no error in what price is being offered to you on the store. If there was another charge to your account it doesn't show up for this user ID.

Couple points...
 
1) I think there needs to be a Stickied thread for the current support situation. First post should be the official Cakewalk explanation that is being posted repeatedly in each of these threads (we're sorry, we're dealing with it, we are currently hiring and training new staff, etc). The OP should be updated as developments arise. Leave the thread open to comments for those having urgent issues or just want to spazz out a bit (within reason). When one of these support threads appear folks can link directly to that thread and the hosts can lock the new thread.
 
The "Support" posts are understandable but they are clogging up the thread queue, wasting the time of Bakers and forum users, causing unnecessary angst and giving a bad impression to newcomers due to the amount of threads about this. Don't get me wrong, it needs fixin' but that seems to be what's happening and this seems like a good way to let people know what's up in an efficient yet open/transparent manner.
 
2) (EDIT: This paragraph is faulty speculation. Read scook's followup to this post.) I thought that if a user had paid for a full years membership in 2016 they qualified for the $99 "lifetime" upgrade? Or is there some other stipulation like "must have been a fully paid Sonar owner for X amount of consecutive years"? Just curious because based on the OP's claim if it is the former then he should qualify for the $99 upgrade price. The whole "lifetime" thing is kind of confusing though and I haven't bothered digging too deep into it so I don't fully understand all the nuances.
 
3) Can we get a forum text filter for "Calkwalk" that changes it to "Cakewalk"? I'm not sure if this is just some kind of common typo or if it's a specific person (or persons) idea of a humorous slam against Cake. I personally find it kind of funny but I have the sense of humor of a 14yo boy. What bothers me is that it always seem to pop up in posts that are griping about Sonar or Cake which makes me think it's intentional. Also I've been warned to curb my own language and innuendos on here (which is fine and I try to) so I think if Cake/Gibson want to keep it family friendly (again, totally fine/understandable... I don't want kids reading my filthy thoughts either, lol) adding such a filter isn't too much of a stretch.
 
That way if it's typos then the user(s) shouldn't mind the autocorrection. If it's people trying to slip past the mods/filters to insult the company surreptitiously... screw 'em. The forum needs thoughtful, honest criticism of the company/software. Not sneaky and childish insults.
 
I'm not suggesting the OP is engaging in such behavior and is obviously a confirmed product owner so deserves help/benefit of the doubt. It's just something I've noticed and a simple text filter (which I'm SURE this forum software allows if it filters out swears/slurs... and if it's ANY good should be able to do a simple text swap) would remedy the situation.
 
 
Anyhooooo... I've been watching the main Sonar forum for program related threads I can help out with but it's been a ton of these support threads and even more "Themes" threads. I feel like it's kind of burying the mission statement of this particular subforum and we are losing a) helpful eyes (seriously when I scan the Sonar forum now my eyes kind of gloss over from all the gack), b) potential users (particularly new users) who would otherwise post their queries.
 
Just saying.
 
 
Cheers and hopefully this post is taken as constructive as intended and does not pour gas on some weird little fire I've overlooked.
 
;-)
 
PS: I truly am ecstatic that all the "color options" folks got their needs met after all these years and of course they're gonna want to post about it (which is great). I'm just not that interested in colors (like many others) so I agree with the suggestion that the forum needs a "Themes" area for those guys to go wild and come up with their wacky creations for us to admire and maybe use.

scook

Beepster
2) I thought that if a user had paid for a full years membership in 2016 they qualified for the $99 "lifetime" upgrade? Or is there some other stipulation like "must have been a fully paid Sonar owner for X amount of consecutive years"? Just curious because based on the OP's claim if it is the former then he should qualify for the $99 upgrade price. The whole "lifetime" thing is kind of confusing though and I haven't bothered digging too deep into it so I don't fully understand all the nuances.
 

To qualify for the $99 upgrade requires buying or upgrading to Platinum in 2015 AND renewing in 2016 with the one-time payment plan before the lifetime option was available. Upgrading to Platinum in 2016 does not qualify.

Ah I see. Makes sense. So essentially 2 years consecutive membership (whether the 2nd year is up yet or not).
 
Now what if the user let their membership lapse for a couple months in early 2016? Like let's say they had a full year of 2015, let the membership lapse for Februrary and March then bought a full year's subscription for 2016? Does that translate into a $99 or $199 lifetime upgrade price?
 
Sorry to dig at it and maybe you don't know but you usually do and have been on top of this topic. Just want to know so maybe if I do see this question I can be of a little more use.
 
Cheers and thanks.

I did click on my BUY button... but no, no discount.  They won't respond to my messages, they just want the $199 again.
Sad support from Cakewalk.  I do believe they are having company problems internally, possibly a 
wind down mandated by Gibson, I've seen patterns like this before.  Pump and Dump with no communications.
 
I wonder if anyone from Calkwalk will ever call me?
Thanks,
John Reed cell: (310) 503-1198 and home # (310) 316-4551.

themusicroom
I did click on my BUY button... but no, no discount.  They won't respond to my messages, they just want the $199 again.
Sad support from Cakewalk.  I do believe they are having company problems internally, possibly a 
wind down mandated by Gibson, I've seen patterns like this before.  Pump and Dump with no communications.
 
I wonder if anyone from Calkwalk will ever call me?
Thanks,
John Reed cell: (310) 503-1198 and home # (310) 316-4551.

You received direct, clear, personal responses from Cakewalk's Chief Technology Officer. I see no way that could be considered not responding to your messages, or "no communications."
 
Nor do they want the $199 "again." You can elect to pay $199 and get lifetime updates, or not and upgrade every year if you choose to do so. Your software will still work if you don't, you just don't receive any more updates.
 
What possible additional information do you think you need?

MacFurse
My screen must have just refreshed, and all the other answers above appeared lol!  Sorry guys.
 
And then I noticed the OP had gone offline. Guess he didn't like the responses. He just wants the phone call !!

I was the first to mention Noel replied so I believe I get first prize... which is:
 
 "Lifetime updates " !!!  

MacFurse

chuckebaby

MacFurse
My screen must have just refreshed, and all the other answers above appeared lol!  Sorry guys.
 
And then I noticed the OP had gone offline. Guess he didn't like the responses. He just wants the phone call !!

I was the first to mention Noel replied so I believe I get first prize... which is:
 
 "Lifetime updates " !!!  

I think you will have to phone support to stake your claim !!  Leave your phone number.....
..................here  ...   ........................

Best come back I've read all week  

Noel Borthwick [Cakewalk]
I don't see how you can say you didn't get a response. I've counted 8 responses from me to your posts in one day - 6 on Facebook and two here :)

I stand corrected about two responses, I didn't realize you also posted six responses on Facebook.

HEY Guys I got 2 replies from Cakewalk support!  WOW Great!
unfortunately they DID NOT address the issues.  Totally off, they obviously didn't read my statements.
"I never said it was offered at $299 and I only got a $199 offer".  
Again, this is a "canned response" with a  just in case i wanted to reply to it.
I purchased my upgrade for $199 download the final components in May, and in June they want
me to purchase it again for $199 with lifetime updates.
SAD Cakewalk Support again.  This really becoming a Joke.
 
John Reed Sonar user for  cell: (310) 503-1198 and home # (310) 316-4551.

CWBRN-54292

Report Details

ProductSONAR PlatinumVersion22.8.0.29Architecturex64StatusUnderInvestigationSummaryStore not showing $199 priceRepro StepsCustomer reports that the store is not showing $199 as upgrade price for lifetime membership despite having an active Platinum membership.Expected Results$199 as upgrade price in storeActual ResultsPrice shows as $299Audio Device OS ReproducibilityReproducibleInAllProjectsFiled8/25/2016Last update8/25/2016

Status Information

The current status of your report is
Under Investigation
This report is currently being investigated by members of Cakewalk staff. At this time we do not require any additional information to verify or reproduce this issue. Should more information be required we will contact you with the email address on file.

Yup...   Just a bit confusing... 
 
This:

themusicroom
"I never said it was offered at $299 and I only got a $199 offer".   I purchased my upgrade for $199 download the final components in May, and in June they want me to purchase it again for $199 with lifetime updates.

 
Or this:

themusicroom
CWBRN-54292
Report Details
ProductSONAR PlatinumVersion22.8.0.29
Store not showing $199 price
Customer reports that the store is not showing $199 as upgrade price for lifetime membership despite having an active Platinum membership.
Expected Results $199 as upgrade price in store
Price shows as $299