Seth Kellogg [Cakewalk
 
Due to our conversion from Subscriptions to a Season Pass model on Steam, we issued 2016 redemptions to some 2015 users to cover any membership time obligations. I'll set our automated processes to e-mail you a SONAR Platinum 2016 redemption code, so you'll be on the latest version and get updates till the end of the year, but you'll still need to purchase the DLC separately like other annual upgrade users.

Thanks for looking into it, Seth. I thought Cakewalk sent me that email because it applied to me. Sorry for the confusion on that issue. I don't need that redemption code as I'm looking to move away from Steam, but thank you and Cakewalk for the offer.
 

Seth Kellogg [Cakewalk
Please feel free to send me a private message, if you would like to discuss your account further.

 
Should I PM you here or on Steam?

Anderton
You need to say what "hasn't happened." Did you request a redemption code and not get it? Or did you think the redemption code wasn't for the Steam version? Or did you not register in time, then contacted cakewalk support without an answer? Also, was the email from Cakewalk or Steam?That would make a difference as well.
 

 
That post was not directed at you. It's directed at Cakewalk. I mean it's cool with me if you want to involve yourself, but lighten up a little with the 3rd degree, will you? It's moot now as Seth has addressed it.
 

Anderton
That's available through the Cakewalk Command Center. Don't know if it's available on Steam or not, try Steam support or the Steam forums.

 
It's not in CC or in my account. Steam is not applicable here AFAIK.
 

Anderton
Not exactly a definitive statement from Cakewalk so I don't know why you brought it up, especially since Ryan already apologized that someone who DOES speak for Cakewalk gave you incorrect information.

 
I bring it up because you, Noel, and Ryan are acting like transferring licenses from Steam is some alien concept that I invented. Sorry, I didn't realize I was taking some sacred blood oath when I bought Cakewalk software from Steam.

Software license transfers happen every day. I don't get why you're focusing on that. Of course, I understand that Cakewalk is not just giving it all away, and I am amenable to a reasonable license transfer fee. That should be obvious by the fact that I am trying to use licensed software. But let's not kid ourselves, this stuff can be generated at will in the virtual world at little to no cost. It was only 1 of the many things (at the time) that I had questions about.

Speaking of 'at the time', I opened these cases in early June. The first one on June 2, the day after the lifetime updates announcement. In retrospect, here are a couple of thoughts:

1.) If I knew I would be waiting months for support, I wouldn't even bother opening the cases

OR

2.) If I knew I would be waiting months for support, I would have gone into greater detail about all of the questions I had.

I had no way of knowing that support would tank the way it has. I ass-u-me-d I would get a reply in a reasonable amount of time, so I tried to keep things concise.
 

Anderton
I recommend thanking Ryan for the apology and detailed response, and then pursue your Steam issues with Steam. If they tell you that moving from their client to Cakewalk is Cakewalk's problem, then CW needs to know that this Steam's position, and pursue a resolution.

Yeah, thanks for closing my remaining ticket, Ryan! Now I get to start over again!
 
I recommend you mind your business when it doesn't concern you, Mr. Bartender. While I'm at it, your patronizing and condescending tone isn't appreciated either.

Noel Borthwick [Cakewalk]
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.

Ryan Munnis [Cakewalk]
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.

It's probably a good idea to get this information in your Knowledge Base, don't you think? There's only 1 tag that has "Steam" as part of it and when I search for the term "Steam" I get 8 results, none of which have this information. Posting it to the Steam community would be useful as well.

I went back and checked my invoice. There is no mention of version number or year. It simply says, "SONAR Platinum Crossgrade from SONAR Professional or any SONAR Studio." So, I went and checked a few reseller websites. Sure enough, no mention of version number or year on the Sonar crossgrade pages. Can you see how this would be confusing to the customer?
 
I will extend Cakewalk another kindness. You may be missing out on some sales as I noticed several of your resellers still have outdated information about lifetime updates ending August 31, 2016.

A member of the Cake staff has told you to pm him to discuss your account, I suggest you do it. This was going to be a thread about how Cake staffers and the Hosts have really stepped up in this difficult time. You have hijacked it and made it all about you.
 
Even after you have had public acknowledgement of the problem and a public apology, you still want it to be all about you and how everyone has let you down. You have received great assistance hear and a full explanation of the issue but you want more. Please go to the Steam forum and get in their faces about it, the well has run dry here.
 
GOOD JOB EVERYONE!

I did hijack this thread...with no regrets. Anyone is free to jump in at any time.
 
I will repeat what I said in another thread. I know it's difficult to see a company you've invested so much time in be criticized, but it is what it is.

telecharge
I did hijack this thread...with no regrets. Anyone is free to jump in at any time.
 
I will repeat what I said in another thread. I know it's difficult to see a company you've invested so much time in be criticized, but it is what it is.

This is still your view

I think telecharge and Dave000 should start a band.

Zargg71
 
This is still your view

Indeed. 99% of this forum's posts are someone's view.

bapu
I think telecharge and Dave000 should start a band.

I'm not a musician, so I'm gonna need software. Unfortunately, I can't get the software support I need.