How long should I expect a response from Online Support should take? I submitted a trouble ticket last Wednesday (Dec. 2), but haven't had anyone contact me back, not even to ask more questions or say they've taken a look at the ticket. I'm not mad, just doubtful they're looking at it.

That sounds very unusual. I've found support to be fairly quick with an email. In case your help request got sucked into a spam trap, I'd suggest you send a pm to a moderator or give a phone call. Stuff does occasionally get lost in the mail.

I would think so, too, but this is 2/2 for me. My last ticket went unanswered as well. I submitted the ticket request online.

I submitted one on 27th Nov, got a case # and updated it with more info on 30th.

Still waiting......

Cheers,
Jerry

That's as far as I got as well. Case #, but that's it. Nothing since Dec. 2.
 
I'm not in front of my DAW when their support is open, so I can't use that route to get help, unfortunately. All of my work is in the evening/night hours.

What does Cakewalk say when you call to expedite the ticket? Calling them with a ticket number may be more effective than posting here.

Should I have to call to expedite, though?
 
I can work around my issue, I just can't re-use the patterns I save in the Step Sequencer because of some weirdness.
 
I'm just concerned this is the norm of their Support. I called once some time ago and wasn't impressed with the agent I had. I felt the 3rd-party vendor (Waves) in that case was better attuned to resolving an issue with the DAW.

brconflict
Should I have to call to expedite, though?

No, that is not what I wrote.
 
 

scook

brconflict
Should I have to call to expedite, though?

No, that is not what I wrote.
 
 

True, but that was not a rebuke. I have not called to expedite; but I guess I could write down my serial # at home, come to work tomorrow, call them, and request an expedite. If this is what I should have to go through to get support, then I will.

brconflict
True, but that was not a rebuke. I have not called to expedite; but I guess I could write down my serial # at home, come to work tomorrow, call them, and request an expedite. If this is what I should have to go through to get support, then I will.

You left out going to the store to buy a pencil and paper. Funny how you have all the time in the world to complain but no time to take action. Hopefully, what ever this issue is will get resolved


 
Good luck