Even worse than the cheerleaders are the trolls that complain about a lack of support for a product that's been out of production for years. They waste everyone's time by spamming the forums and starting multiple threads about the same problem. Big pain in the A**

bobsacco

giorgio
I tried to contact cakewalk, since I noticed that some of the screen elements mentioned in the documentation of sonar x3 do not appear in the colors setting menu of preferences-customization-colors, but there's no way to drop a line to cakewalk.
 
The "Cakewalk Problem Report Form" doesn't work with firefox -great- and an email address is not available on the web site, even better!!
 
What happened to cakewalk? x3 is so buggy! For example, all the short cuts that have been kept constant for so many years, suddenly changed. Good work flow gone!!!! For example calling the track manager in the track view is done by pressing "H". In the piano roll view there is no appropriate short cut and calling the track manager - which here is called "pick tracks" needs to be done by mouse, unless one creates a key binding.
 
Pro audio used to be a great unit, but good old times are probably gone!!! And me as a customer too....
 

It seems just about every "previous" version of Calkwalk's software  is "buggy" and includes a stiff-arm treatment from Cakewalk's customer support department.
 
You've got a bunch of cheerleaders on this site who are turning a blind eye to normal "functional" business practices where companies are obligated at the very minimum to register software that is purchased (regardless of its version) - and Cakewalk isn't even doing that with me at the moment.
 
Shut up and buy the newest software is not an acceptable answer. It's just another invitation for a pending disaster. 
 
Anyone with any sense can see that this company (Cakewalk) is headed out-of-business. They don't even answer the phone or emails anymore.
 
Wake up people.
 
 

Sonar X3e is quite solid.  Those having issues with any major functions likely are having issues with old plugins or not the greatest hardware, etc.  
 
Yes, some bugs exist but I don't think you are going to find show stoppers for most users.  Like it or not, it is pretty standard software business practice to not offer technical support for legacy products.  X3 stopped being sold virtually every where 21 months ago.  It took the user 21 months to run across a problem to complain about?  Is that then a show stopper?

bobsacco
Anyone with any sense can see that this company (Cakewalk) is headed out-of-business. They don't even answer the phone or emails anymore.
 
Wake up people.

You're unlikely to get any help that way, but maybe you don't care about that anymore.
 
Good luck, sir.

I don't think Cake is going under but I do wonder what is going on with support.
First I read that a bunch of support people left and new people were being hired and it will take time for training. This had to be 3-4 months ago. Then I read that increased sales due to lifetime support was the issue but the support problems started before the lifetime update was offered.
Fortunately I have never needed official support as I find this forum to be quite adequate. However, I am working on setting up an old friend of mine (a novice) with a new PC build and his own copy of Sonar installed. I am going to ship it to him tomorrow.  He is likely going to need official support at some point. What should I tell him ?
Also there is a large thread over at KVR about 'Cake is going under'. This is bad PR.
Several months should be enough time to get a handle on tech support. If not then state when it will be back.

bobsacco
 
Anyone with any sense can see that this company (Cakewalk) is headed out-of-business. They don't even answer the phone or emails anymore.
 
Wake up people.
 
 

Huh???
 
I just opened a case today with Cakewalk Account Support at 3:07 PM.  Problem resolved at 3:53 PM.
 
A big thanks to Mike Balzarini, Product Support, Cakewalk, Inc.!!!!!!!!!!!!

microapp
I don't think Cake is going under but I do wonder what is going on with support.
First I read that a bunch of support people left and new people were being hired and it will take time for training. This had to be 3-4 months ago. Then I read that increased sales due to lifetime support was the issue but the support problems started before the lifetime update was offered.
Fortunately I have never needed official support as I find this forum to be quite adequate. However, I am working on setting up an old friend of mine (a novice) with a new PC build and his own copy of Sonar installed. I am going to ship it to him tomorrow.  He is likely going to need official support at some point. What should I tell him ?
Also there is a large thread over at KVR about 'Cake is going under'. This is bad PR.
Several months should be enough time to get a handle on tech support. If not then state when it will be back.

He should have little trouble at this point. It seems that CW has crossed the Rubicon and it looks good. Plus it can only get better.  

abacab

bobsacco
 
Anyone with any sense can see that this company (Cakewalk) is headed out-of-business. They don't even answer the phone or emails anymore.
 
Wake up people.
 
 

Huh???
 
I just opened a case today with Cakewalk Account Support at 3:07 PM.  Problem resolved at 3:53 PM.
 
A big thanks to Mike Balzarini, Product Support, Cakewalk, Inc.!!!!!!!!!!!!

Same thing happened to me, case opened in morning, fixed by end of day.  Of course, I'm famous so that helps.

microapp
I don't think Cake is going under but I do wonder what is going on with support.
First I read that a bunch of support people left and new people were being hired and it will take time for training. This had to be 3-4 months ago. Then I read that increased sales due to lifetime support was the issue but the support problems started before the lifetime update was offered.
Fortunately I have never needed official support as I find this forum to be quite adequate. However, I am working on setting up an old friend of mine (a novice) with a new PC build and his own copy of Sonar installed. I am going to ship it to him tomorrow.  He is likely going to need official support at some point. What should I tell him ?
Also there is a large thread over at KVR about 'Cake is going under'. This is bad PR.
Several months should be enough time to get a handle on tech support. If not then state when it will be back.

 
Support isn't digital where it's either on or off. Backlogs build up and then backlogs are attacked. 
 
Support people have been hired and been on the job since the beginning of September, and additional support people were contracted to deal with the backlog. A major technical problem with the way orders were being handled by the store was uncovered, diagnosed, and fixed. Noel and other non-support staffers handled support issues after hours and on weekends to trim the backlog further. In addition, hiring yet another support person has been approved (and candidates are actively being sought). As a result the backlog has been slashed dramatically.
 
Here are the complaints about customer support in the first two pages of the forum:
 

• A user thinks the documentation for changing colors in X3 doesn't match what X3 can actually do, and doesn't like that X3 works different compared to Pro Audio.
• A user is disappointed that Cakewalk won't support software that the company has made clear is no longer supported, and hasn't been for some time (even though an attempt was made to take care of the customer). There's a second thread from the same user.

 
That's it. Compare to eight weeks ago, then draw your own conclusions.
 

microapp
I don't think Cake is going under but I do wonder what is going on with support.
First I read that a bunch of support people left and new people were being hired and it will take time for training. This had to be 3-4 months ago. Then I read that increased sales due to lifetime support was the issue but the support problems started before the lifetime update was offered.
Fortunately I have never needed official support as I find this forum to be quite adequate. However, I am working on setting up an old friend of mine (a novice) with a new PC build and his own copy of Sonar installed. I am going to ship it to him tomorrow.  He is likely going to need official support at some point. What should I tell him ?
Also there is a large thread over at KVR about 'Cake is going under'. This is bad PR.
Several months should be enough time to get a handle on tech support. If not then state when it will be back.

Getting actual technical stuff up to speed to the point they know the software better than long time users is way more than a 3-4 month bump.  You are talking about taking the experienced people and training newbies.  So you are losing productivity while trying to create it.  
 
Point your friend to the forum.  If you set up his computer and it is running.  Why would you think he needs actual technical support at some point?  Technical support isn't "how do I record audio,etc. "  
 
The KVR forum is an eyesore and I couldn't even find the thread you were talking about.

Oh and by the way, for the benefit of the op...
 
Problem reporter works with Firefox. I just checked it out.
You can submit an email from the Cakewalk web site.