I've had a couple of tickets in for months now with no response. And when I try the "we'll call you back!" option it's never available. Anyone else having trouble reaching them?

http://forum.cakewalk.com/FindPost/3428520
 

Yah I read all that. Still no luck until today where I was able to schedule a call for Friday. I'm bummed wait times are so long (two days) but it IS pretty cool to be able to schedule a call and put it on my calendar. I'm going to call this a small Win!
 

Yes. No answers to questions for 5 days. No ability to schedule phone support. Did Gibson reduce the support staff? Cakewalk really used to have the best support in the business. This is kind of discouraging. A month ago I sent a message to sales support because they are charging me my regular monthly Platinum fee after I subscribed to Lifetime Upgrades. No answer.

Eddy Yates
Yes. No answers to questions for 5 days. No ability to schedule phone support. Did Gibson reduce the support staff? Cakewalk really used to have the best support in the business. This is kind of discouraging. A month ago I sent a message to sales support because they are charging me my regular monthly Platinum fee after I subscribed to Lifetime Upgrades. No answer.

Ya gotta take that one up with CleverBilling - I mean CleaverBridge.
Somewhere on this board I saw a CW rep say that I think so yeah, you have to explicitly tell CleverBilling that you are a lifer and no more clever monthly billing please. Isn't that clever?
 
 

Eddy Yates
Yes. No answers to questions for 5 days. No ability to schedule phone support. Did Gibson reduce the support staff? Cakewalk really used to have the best support in the business. This is kind of discouraging. A month ago I sent a message to sales support because they are charging me my regular monthly Platinum fee after I subscribed to Lifetime Upgrades. No answer.

You may need to contact Cleverbridge and ask for a refund. I'm pretty sure they handle the billings on Cake's behalf.

Thanks, all.

Eddy Yates
Yes. No answers to questions for 5 days. No ability to schedule phone support. Did Gibson reduce the support staff? Cakewalk really used to have the best support in the business. This is kind of discouraging. A month ago I sent a message to sales support because they are charging me my regular monthly Platinum fee after I subscribed to Lifetime Upgrades. No answer.

This was not intentional. There is a notice at the top of the support page that explains the current situation. http://www.cakewalk.com/support
We had some unexpected support staff departures and to compound that we had higher than normal support volume due to lifetime updates. We've hired new support staff and are also sharing some tier 1 support incidents with Gibson to help load balance this. It takes time for training and to clear the backlog but we will gradually get back to normal response times for support once we get past this hump. We appreciate your patience while we work through this unfortunate situation.