I have had some problems with my subscription lately. To start from the very beginning, on July 9th I received an email message from Cakewalk:
 

Your SONAR Rolling Updates Membership ends in 15 days
We hope you've been enjoying your SONAR Platinum Rolling Updates membership! Because of users like you, we've been able to shape our most powerful and efficient edition of SONAR ever, and we're not slowing down any time soon.
Unfortunately, it looks like your Rolling Updates membership expires in just 15 days. You'll get to keep everything you've received during your membership, but you will stop receiving updates once this date is reached.
If you would like to continue receiving Rolling Updates for SONAR Platinum, simply renew your membership using the link below. For a limited time, you can get Lifetime Updates for SONAR Platinum. This means you'll continue to receive Rolling Updates, and you'll never need to renew or upgrade again!

 
I thought it odd I would be running out of my properly-paid-for pay-monthly-subscription, yet did nonethesame as I was adviced in the message. Maybe I didn’t read the small print carefully enough, you know?
 
On July 18th I received an identical message from Cakewalk: Your subscription is ending, renew or lose your benefits blah blah blah. So I sent an inquiry to Cleverbridge.
 

In an email earlier in July you requested me to renew the subscription to Sonar Platinum (because it was ending), and I did the renewal and paid for it (monthly). Now I have got another email from you demanding me to pay this month again for the same subscription (or else...). Can I just ignore the last email message?

 
Cleverbridge Customer Support promptly responded as follows.
 

According to our records, you have two active subscriptions of SONAR Platinum (Pay Monthly). It seems that when you attempted to renew your subscription earlier this month, you actually purchased a new subscription.
We can cancel your original subscription and you can continue to use the current subscription that you have, or we can process a refund for your new order, according to the software manufactures refund policy, and you can continue using your original subscription.

 
So I told them to keep my subscription #1 and cancel subscription #2 --- and told them none of this would have happened if I hadn't received an apparently erroneous email telling me my subscription was going to end in August.
 
Things get better? No such luck. On July 21st I noticed I have NO subscription for Sonar! My Sonar Platinum is in DEMO mode.
 
So I send another complaint to the customers service. This time directly to Cakewalk as I’m adviced by Cleverbridge.
 
On July 24th I receive yet another email telling me my SONAR Rolling Updates Membership ends in 15 days.
 

Unfortunately, it looks like your Rolling Updates membership expires in just 15 days. You'll get to keep everything you've received during your membership, but you will stop receiving updates once this date is reached.
If you would like to continue receiving Rolling Updates for SONAR Platinum, simply renew your membership using the link below. For a limited time, you can get Lifetime Updates for SONAR Platinum. This means you'll continue to receive Rolling Updates, and you'll never need to renew or upgrade again!

 
Now (July 31st): Sonar still in DEMO mode, CCC does not recognize my subscription. No reply what so frigging ever from the Cakewalk support. Not a bloody peep.
 
I understand every one (including me) makes mistakes, but this is ridiculous. It’s been two (2) weeks since my initial contact and nothing has been done yet! 
 
And stop sending emails about ending subscriptions to people whose subscription is NOT ending!!!
 
August 1st: My subscription has been retrieved. I'm a happy camper again.
 
Thanks, Joey! You rock... and hopefully roll, too!

Sorry, I can offer no help.  Hope you get this resolved soon.
 
 

And THIS is exactly why a direct line to phone support is necessary. Not to get snooty/Debbie Downer but I predicted exactly this when they came up with the weird "online scheduling" for phone support.
 
Being able to just call up and get an answer was brilliant. I've never waited very long (usually a couple minutes) but even if I had to spend 20 minutes or more on hold I'd be totally fine with it (just make sure you keep that message that tells how approx how long it's gonna be). I've only ever called support for account related problems aside from my FIRST call which was right after I installed and shiz wasn't working. Every time it has been impeccable service and the doods were quite enjoyable to talk to (unlike lots of place I have to call regularly).
 
Email support has never worked for me unless I CALLED with a ticket number, gave it to the person on the phone and had them email me with what they came up with. That works great because you aren't tying up the lines/support person just telling them what the problem is, what your specs are, etc. I think maybe that was part of the attempt here (get some general info when the callback is scheduled to save time).
 
I actually took some heat in the announcement thread for this and was told it was going to be an improvement and that my concerns had been noted so I dropped it just waited to see what would happen.
 
It's been in place for a while now and these threads just keep on a comin'. Cakewalk seem to be responding and hopefully the mechanism will be refined soon.
 
Maybe we could get the best of both worlds (that's fair to support and budgetary concerns AND the users seeking support).
 
Open up the call in lines again (and have people answering them) BUT have it so the user has to have a support ticket that references an online support request (with system specs, description of the problem, etc). That way once you get a support person on the phone they already have the request onscreen and can assess the info/situation a bit before picking up (saving time, money frustration for Cake) AND for the users we still get a direct line to put a rush on things.
 
For those without internet access or don't have a support ticket already give them an option to still get through to kind of a support reception person who can give simple answers or create a ticket or hang up on dunderhead trolls or whatever.
 
To me that would be PERFECT.
 
But hey... what do I know. lol
 
Cheers.

And how about this. If money/labor/too many dumbasses abusing the free support is/are the problem(s) then put a limit on free support calls per year. Like 3-5 calls per registered owner or something. After that it's a $5 charge per call. That would encourage users to really make sure they provide proper details online and cover as many issues as possible per call (which is more efficient obviously than multiple calls about the same crap).
 
Then, if it turns out it's a Cake screw up or whatever give the support person the ability to "comp" the call (like for store issues) so it doesn't lose a free support call or the fee is waived.
 
/brainstormin'

Any phone support is better than no phone support at all!

This was discussed in another thread.
it basically said just ignore those messages. they were sent out by mistake.
had something to do with the lifetime upgrades. Cakewalk staff apologized about it.
sorry cant find the thread.
 
might be totally something different I don't know.
All I can say is sorry man. this is a bumber. hope it gets worked out soon.
 

Phone service is fine, but there's often quite a threshold for a non-native english speaker to start handling things like this by phone. Some people speak more clearly than others, some use dialects or have accents etc. The speed of speech alone can be a crucial factor. The personnel should be very, very aware of the fact that the one in the other end may need to think twice or thrice to be relatively sure everything is understood correctly.
"Would you please repeat more clearly.."-telephone conversations can be quite embarrassing.The risk of misunderstandings is high. When everything is in writing one can check the content and translations. Also, in e-mail correspondance one has a written verification of what has been promised/answered. 

bayoubill
Any phone support is better than no phone support at all!

Troof.

I would encourage anyone with a similar support problem to PM a member of the Cake staff. This seems to be the only way to get things moving. As I said long ago, they should be putting this support issue ahead of everything else, including monthly updates, until they get their shizzle together. This is a PR disaster that will do long term damage.
 
Too many excuses, not enough action. Suffer they will.
 
EDIT: Joey comes through again! Yeah team!

they have hired new help problem is the time it takes to train and get these bodies answering support issues will take some time.
I agree I hate seeing this. its an eye sore. too many threads are popping up as of late complaining about support being non existent.
I can understand prioritizing support entries in an order of which should be taken IE- bugs or features take a back seat to registration, credit card issues. but it appears there is simply no rhyme or reason and just too many complaints now.
as I said earlier, my best to you and your issues.