Fair enough, Craig, but we still don't know what the impact of all that is the context of the backlog and support overhaul, or how that translates to wait times.

Wait times will decrease once the backlog is eliminated. It is called a queue for a good reason since items are addressed in order of priority. All the steps we're taking have had a very positive effect and there are even more support resources coming online as we speak. Take a look at the problem reports and store forums as an example.

telecharge
Fair enough, Craig, but we still don't know what the impact of all that is the context of the backlog and support overhaul, or how that translates to wait times.

 
Of course not...no one knows, nor can anyone know. Some cases take longer to deal with that others, sometimes it's necessary to go back and forth a few times with customers and some might be instantly available while others are on vacation, it's impossible to know how fast the new support people will get up to speed or when additional candidates will be hired, sometimes solving one problem solves all occurrences of the problem in future (e.g., a store glitch being fixed), etc.
 
Those are all relatively known issues yet they still introduce massive amounts of uncertainty. Furthermore, they don't take into account the possibility of unpredictable events, like Windows doing an update that destroys all graphics capabilities in any computer older than three weeks, or giant, extra-terrestrial carnivore poodles invading Boston and eating Cakewalk's employees because they mistakenly think that the "bakery" is a place to get food. If that happens, I can predict support queue times will lengthen even though, in the immortal words of Herman Cain, "I don't have facts to back this up."
 

Hi Noel...working on Labor Day, I see. Slacker.
 

I have 2 tickets (1 activation, 1 support) that have been open for 3 months. Three. months. Are my problems critical? No, far from it. But are you telling me that Cakewalk's support have been swamped with high priority tickets for 3 months straight? Or longer? Something is very, very wrong if that's the case.

Remember this e-mail from April 12? (That's nearly 5 months ago, but who's counting?)


Wow, that all sounds great!

I will confess that I am guilty of missing a phone call from support on June 20. Of the NUMEROUS TIMES I checked for a phone support slot, I found one (1) slot. It was NOT convenient for me, but I figured I should take what I could get. Sure enough, I missed the call. Did the rep leave a message? Nope. I was sent an email instead...

"Sorry we missed you!

I attempted calling you today at 04:15 PM eastern time but was not able to reach you.

Hopefully your problem was resolved and you no longer require assistance. If however you do still require support please visit https://www.cakewalk.com/support."

Communication from Cakewalk has been very poor IMO. The staff here in the forum have been saying for months they are aware of the problems and are working to fix them as soon as possible. Even the support notice says, "...rest assured - we are committed to your satisfaction, and your case will remain open until we assist you." I wouldn't even know my cases were still open if not for that notice, as I last heard from Cakewalk support in JUNE.

If Cakewalk were really serious about knocking out their support backlog, they could implement some temporary measures such as after-hours email/phone support and dedicated forum support reps.
 
I think it's safe to say that most people who spend several hundred dollars/pounds/euros on software have a certain expectation of support. Cakewalk is not meeting expectations.
 
TIME IS VALUABLE. By leaving us hanging for months, Cakewalk is effectively wasting our time. I probably could have worked out my problems through trial and error (except activation) given the amount of that has passed, but THAT'S WHAT I'M PAYING YOU FOR. Cakewalk positions Sonar as a premium product. It should have support to match.

I encourage anyone who is disappointed with Cakewalk's support to make their voice heard, because it looks like Cakewalk just doesn't get it.

Telecharge - on one hand, I totally get where you are coming from (hence, my post on the previous page about my issues not being address/acknowledged), but on the other hand, the CTO (or whatever Noel's title is at this point) answering a direct support query via a user/public forum on Labor Day is pretty out there.  Try to get most consumer-based service companies on the line on a holiday at all, let alone an officer-level employee.  It's pretty unlikely you could accomplish this feat.
 
Thanks for you address Noel.  As I mentioned, it's hardly a show-stopper, it's just something that has happened SO many times that I thought it worth the support ticket and hoped for at least a faster response to the request even being made.  Glad to know that it at least made it into the system! :)

telecharge
I have 2 tickets (1 activation, 1 support) that have been open for 3 months. Three. months. Are my problems critical? No, far from it. But are you telling me that Cakewalk's support have been swamped with high priority tickets for 3 months straight? Or longer? Something is very, very wrong if that's the case.

 
There is exactly one open ticket for your account and it has to do with migrating your Steam account to a Cakewalk account. First off that isn't something that we typically do. If you purchased through steam, they own your account and delivery of the software is their responsibility - after all they earned a commission through the sale.
If we take over the account and deliver through our store since we now have to incur delivery costs as well. Additionally thats not kosher from the point of view of our agreement with them.
 
There are exception conditions when we may migrate steam accounts but its not part of our normal workflow. I'm not surprised that your case is still open due to this.

Thank you for looking into this, Noel. My tickets numbers are 318573 and 319048. If one was closed, I did not request it, nor was I not notified. With regards to transferring from Steam, I was already told this...
 

 
I replied on June 14 with the other items I need to have added, but nothing was done.
 

Sooo...
 
Should I get lost? Punt? Lather, rinse, repeat?

telecharge
Sooo...
 
Should I get lost? Punt? Lather, rinse, repeat?

I've always been told the squeaky wheel gets the grease.
 
Suggestion: get a squeaky wheel.