Hi,
Unfortunately it is true. I have reported few problems and never get any answer nor see progress in it in program itself. My oldest (and first report) and of course :( never answered was about Sonar 7. How many years it was ago?
I included some proves... Nothing...

But also it is true this forum is very helpful. Many very skilled and friendly persons here. I wish I discovered it earlier...
Few person are even actively teaching how to use more effectively Sonar or finding interesting deals :)
 
But still the question is why technical support is so bad? Maybe they rely on this forum for helping people? But in such case why it is not written somewhere? Like: "We are not answering any mails, ignore bug reports, please look for help on forum."

Although Platinum is very buggy I still believe it is great program, I like GUI very, very much and also development plan and direction of development. There are many new features which really improve workflow and pleasure of use.
So I am just waiting till more respected by support people force them to fix those bugs or maybe they will discover them by themselves. I hope it will change as it is really the weakest point of Cakewalk.

About changing platform I think most important is where you will get expected results faster, easier and without pain.
You have 1 Pro Tools user opinion here. Maybe go to their forum and ask others to have bigger picture before you will make a decision to spend your money for another DAW?

regards,
Piotr
 

Recently upgraded a years worth.   Same old UI issues:  windows font size 125%, Sonar can't handle it.   One-click midi note entry, Sonar puts a Scissors thing at the end to mess up the next note.   Paste, as far as I can see, still flawed.     Tab from loop start field to loop end field?  Nope, still broken.     But I get some nice orange highlights on things I'd rather not see at all.  

Insert a new audio track still changes midi selection range.   One of the insidious problems I spent long hours documenting and filling in problem reports.   Did they pay attention?  No.      Is John still here to say how wrong I am?  Yes.

There's more than one type of support. I get computer/system support from PC Audio Labs, most SONAR support from the documentation and the internet, and the difficult issues from the forum because it's very likely someone, somewhere, experienced the problem and figured out how to fix it.
 
However, this is not to minimize the need for what I consider the prime mission of support - to solve problems ONLY the company can solve. In the case of music software companies, this would be things like registration, authorization, installation, etc. IOW I think the obligation of support is to get you up and running, and from there, it's more the user's responsibility to learn the tools, and it's also up to the manufacturer to create materials to help people learn those tools.
 
In my experience very few companies have excellent support. I have tickets open with two companies (not Cakewalk) about problems with installation, which only the respective companies can solve. After several days both are still pending, and meanwhile I can't use the product. Until all software companies treat support as a profit center (i.e., per-incident cost), it's a "you-get-what-you-pay-for" situation. You'd be amazed how fast companies get back to you when you're willing to pay $99 to have a question answered 
 
[I regard bug tracking and reporting as different from general customer service.]

williamcopper
Did they pay attention?  No.

 
Just to be clear, you don't know whether that's true or not. What is true is that it hasn't been implemented.
 

All we are asking for is what we were told we would be getting 5 months ago.
 

Since more as ten years we earn our daily money working with Sonar.
Sometimes there are little problems or questions which can be solved within this forum.
We cannot call the telephone support, because we speak german and a little bit of broken english.
 
Why is he telling us that he wants to change to ProTools - but does not tell us about his problems?
This is very suspicious. If someone wants to change the software, he does not tell it.

telecharge
All we are asking for is what we were told we would be getting 5 months ago.
 

And the topic of why that hasn't happened has been reiterated multiple times in multiple threads.  Another thread pointing out the same thing isn't going to change anything.   Then again, I wonder how many forum initiated issues Noel has resolved over the last week or two...  
 

How long is too long? The world doesn't stop spinning because Cakewalk support can't keep up.

mfwmiles
It breaks my heart because i have been a loyal Sonar guy for 10 years now, but the Customer service is just horrible.  I am supposed to get Phone support, but they shut down all their incoming phone lines, and I have been waiting DAYS (over a week!!!???) for a call back.  Until they do I am dead in the water.
 
NOW, since i was just about to upgrade to the WONDERFUL new Platinum platform, but I can't for the life of me get a hold of anyone to solve a problem on my Pro platform, what is the incentive for me to have all this EXTRA wonderful upgrades and support when there's no one there?
 
I am used to the "good old days" when working with a company meant competent and available support.  

Your account is active so if you log into command center and download the latest august update of SONAR Professional it should install and run without a demo mode issue. Post back if you still have issues after that.