I've never used Cakewalk's technical support, so don't know personally.
I live in a small town and there's no one else handy doing what I do
with recording studio. I've been able to fix what issues I've had from
this forum and reading a few others. I've had to delve into a few more
things than I really wanted as there is no one else to help in my area.
That said, I think I recall reading one of Noel's posts that they have hired
new people and are starting to catch up in the support business.
Doesn't hurt to send an e-mail and see what happens...