I would have preferred Cakewalk to just eliminate their official support channels instead of the current situation. At least I would have know what I was getting instead of the mushroom treatment.

SO you would rather have nothing at all rather than "we're trying our best". Fine, no support for you and no sense complaining about it since it doesn't exist. Simples. 

ampfixer
SO you would rather have nothing at all rather than "we're trying our best"

What's the difference? Either way I'm not getting support. Hearing "we're trying our best" and seeing no improvement is more of a letdown IMO.

wow.   spin central here.

williamcopper
wow.   spin central here.

There's only one way to spin this official answer:
 
"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."
 
That's the only open ticket that was found with respect to Telecharge's issue.
 
However, the point he brings up is a valid one about receiving a response from Cakewalk. They should not have responded to him in the way they did. Hopefully it will teach Cakewalk not to even attempt to be accommodating in the future, and just say "Go bother Steam, it's their problem." 
 
In general the best way to fix a problem is to go to the people whose responsibility it is to fix the problem.

telecharge
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.
 

I definitely hear your frustrations regarding support. Fact of the matter is there's usually a rather simple explanation, even if it’s a disappointing one. Case number 318573 was closed as a duplicate of case number 319048. Case number 319048 is currently assigned to a robot because of a bulk operation we did where we issued coupon codes to customers. It's actually still "open", but it looks like it fell off the previous representative's radar because the robot hijacked the case.
 
(Side-bar – I’m going to close case 319048 since I’m replying here)
 
It's not a good answer, but when you're only one person and outnumbered by thousands of customers, it's the honest answer for what happens sometimes. In this example, it's as simple as missed communication. I realize you're probably not going to like it, but everything Craig and Noel are saying about support stepping up offerings is truth and the things you're suggesting (people working after Cakewalk office hours for example) is and are being done. We're trying to do better.
 
If I were to guess, the new support people probably didn't know how to handle your request because, as Noel mentioned, it's not something we honor as a request and it's actually not even something we CAN do.
 
Quite simply, Steam purchases must be installed through the Steam client. In addition to what Noel mentioned in regards to agreements, revenue splits, etc... the most important part of it is the back-end logistics in regards to store transactions and how licenses are delivered and activated. For this reason, Steam purchases MUST be installed through Steam or your products simply will not activate. They cannot be transferred to Command Center and aren't meant to be. To achieve this we would need access to areas of Steam we do not have access to, access to your system to a degree that we do not have access to, and would need to essentially erase things not ever meant to be erased.
 
I anticipate the next argument will be "well it SHOULD be possible", and it's a normal and fair response. At this time, however, we do not have access to the data from Steam purchases to make this a possibility even if we decided to bite the bullet. It's a conversation we can continue to have internally and with Valve based on customer demand, but as of right now we don't have any immediate solution nor anticipate one because at it's very simplest form, Steam purchases were and are meant to be installed through the Steam client.
 
So, in summary, when someone at Cakewalk says they cannot transfer your licenses from Steam to Command Center, it's actually more rooted in the fact that they logistically CANNOT do it and attempting to do it would break your licenses, effectively making a worse experience since you wouldn’t be able to use your products. Anyone who may have mistakenly suggested they can transfer the licenses has unfortunately misspoken from a position of misunderstanding.
 
For multiple reasons I’m very sorry. I apologize for poor response times from support, for misinformation, and for ultimately not being able to fulfill the request. Nevertheless, even though I’m not officially part of the support group here at Cakewalk, I did want to write to hopefully provide some insight as to why your case fell into limbo and never found resolution.

Ryan Munnis [Cakewalk]
So, in summary, when someone at Cakewalk says they cannot transfer your licenses from Steam to Command Center, it's actually more rooted in the fact that they logistically CANNOT do it and attempting to do it would break your licenses, effectively making a worse experience since you wouldn’t be able to use your products.

Except no one has ever said that -- until now.
 

Ryan Munnis [Cakewalk]
Anyone who may have mistakenly suggested they can transfer the licenses has unfortunately misspoken from a position of misunderstanding

 
"May have mistakenly suggested"??? Did you read what you quoted?

What did Steam say when you called them for support? I assume you would have contacted them first since you bought the software from them.

I did. The support rep was mistaken.

Anderton
What did Steam say when you called them for support? I assume you would have contacted them first since you bought the software from them.

Steam is a storefront with DRM. They only provide support for their own client.