You can consider the anecdotal evidence that the "support sucks" posts are drying up, but there's more to it than that. I know for a fact that Noel and others at Cakewalk who are not "support people" have pitched in with support (Noel did 41 cases in one day last weekend), as has Gibson's support team, and there are two new support people who have started. Also, a store glitch was discovered that caused massive amounts of problems, and that is either being fixed or has been fixed. Given all that, I would be shocked if the backlog wasn't diminishing.
 
Furthermore...the above are the beginning of improvements to support, not the end. So the OP got it right.

Anderton
You can consider the anecdotal evidence that the "support sucks" posts are drying up, but there's more to it than that.

I thought those posts were just being shipped off to the Feedback Loop forum.

Anderton
I know for a fact that Noel and others at Cakewalk who are not "support people" have pitched in with support (Noel did 41 cases in one day last weekend), as has Gibson's support team, and there are two new support people who have started. Also, a store glitch was discovered that caused massive amounts of problems, and that is either being fixed or has been fixed. Given all that, I would be shocked if the backlog wasn't diminishing.
 
Furthermore...the above are the beginning of improvements to support, not the end. So the OP got it right.

Thanks, Craig. As I said in my first post, I'm playing devil's advocate. I was hoping I had missed some good news or metric that had been realized.
 
It's Labor Day weekend here in the US. I hope everybody is having a good one.

If you were a frequent poster telecharge, what the OP claims will be obvious. I make a point of checking in daily to see how things are going. I see evidence of the work by seeing who posts and who helps them. And remember, that's only what happens right here.

Again, devil's advocate and not talking about the forum, but for the record...
 
While I may not post enough to be considered a regular, I have been a frequent visitor here for the past 3 months. What the OP stated is not obvious to me, nor would it be to the average Cakewalk customer.
 
Anyway, I'm glad Craig posted his explainer to catch us up.

I don't really see a difference either, but that's only because I haven't needed support. What I have seen is a quite a lot of bug fixing going on. Maybe that will help reduce the support backlog too.

Most of the support backlog does not involve bugs but registration issues, third-party plug-ins, ASIO4ALL and other interface issues, and system-specific weirdness.
 
Bug reports and prioritization of bugs gets handled along a parallel path than the type of support issues causing the backlog.

Anderton
Most of the support backlog does not involve bugs but registration issues, third-party plug-ins, ASIO4ALL and other interface issues, and system-specific weirdness.
 
Bug reports and prioritization of bugs gets handled along a parallel path than the type of support issues causing the backlog.

ASIO4ALL should be banned software 

markyzno

Anderton
Most of the support backlog does not involve bugs but registration issues, third-party plug-ins, ASIO4ALL and other interface issues, and system-specific weirdness.
 
Bug reports and prioritization of bugs gets handled along a parallel path than the type of support issues causing the backlog.

ASIO4ALL should be banned software 

Cue "it works fine with (insert name of DAW here)" response.

Cue with my usual disclaimer - it's a very clever kludge that can work well, and may be your only decent option with a laptop, but can cause immense problems in some, if not many, situations. Personally, I've tried it. With one laptop it worked okay although it would freak out periodically and if I changed the latency, it would be okay for several minutes. With another one I'm surprised the laptop didn't catch on fire or something, it would crash with just about anything audio.
 
If it was banned software, I suspect the forum's "SONAR does weird things" posts would be reduced dramatically.
 
Cue pwalpwal saying that it's great and works wonderfully for him . I'm sure it does (see my usual disclaimer above).

but it's the most popular asio driver amongst sonar users
 
eta, it's also regularly recommended by cakewalk on the sonar steam forum - confusing, huh?