I get the best support from calling, and letting them remote in and see what I'm seeing...... With an email, I would follow up every day if I didn't get a response....we do "pay" for the support so expecting 24 hour response is not out of the question.....IMHO!

scook
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.

Hey Steve, how come your posts don't have the "Report Abuse" button at the bottom like every other moderators' posts do ?
 
 

charlyg
expecting 24 hour response is not out of the question

Pretty sure it is written not to expect 24 hour response time for email submissions.

Paul P

scook
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.

Hey Steve, how come your posts don't have the "Report Abuse" button at the bottom like every other moderators' posts do ?
 

IDK, you would have to ask the CW staff about that. I should be setup like the rest of the hosts.

scook

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

I do have a busy daytime job, yes. Many times I have to book time to review my online presence. I may be complaining (my apologies to everyone here), but in my OP I'm asking how long I should expect an Online ticket submission to take. Ampfixer gave me a productive response. Joakes also was productive as was your first response.


My next question to you was simply, should I really have to go that route? To which you responded in a way that seemed irritated with my question.
 
Thanks for your help and response, but ultimately, I could have done without the personal jabs. I don't do that to other members, and hope that you would not, either.
 

scookYou left out going to the store to buy a pencil and paper.
 

That's funny.  However, I'd order that online :-D  Try and get free shipping of course.  What about a pencil sharpener?  Are we expected to have those already?  I couldn't find that in the .pdf help files.

To your initial question if you used this form http://www.cakewalk.com/Contact/TechnicalSupport, on the page it says

We answer most questions within two to three business days.

brconflict
My next question to you was simply, should I really have to go that route? To which you responded in a way that seemed irritated with my question.

I cannot help how my responses are interpreted. Ultimately how you choose to interact with Cakewalk about your issues is your business. I can only suggest if you wish a dialog with Cakewalk there are better methods than this user forum.

scook

charlyg
expecting 24 hour response is not out of the question

Pretty sure it is written not to expect 24 hour response time for email submissions.

But it's not out of the question...... {;^)

Truthfully, I work very hard to find ways to deal with issues on my own, knowing well that there are so many variables which can cause such 'weirdness' in my experience. I've spent many days testing oddities between Sonar and Waves, for example, and fed my results to both companies where it was useful and requested.
So, I don't typically ever require support. I consider myself fairly tech-savvy, although nobody is perfect.

When I submitted my first online ticket online over a year ago, it was never responded to. I just assumed it was lost, but my issue wasn't a huge one; I mainly had a support-question regarding something that was fixed in a later version of Sonar. Since I had not heard back from CW Support since the 2nd, and after seeing the "We answer most questions within two to three business days", I just wanted to see if this was a common thing or not.
 
More, I previously posted a thread in the Feedback Loop regarding the Step-Sequencer Swing/Time settings and how those settings were not correctly saved/loaded each time you save/load a pattern (at least for me). If someone else tried to mess with that and came up with the same result, that could have been helpful.
 
I'm fairly patient, but had concerns here because I want to ensure I was still in the online queue.
The 'pencil and paper' comments were not productive for me, although I'll accept this if it lightens others' moods for the day. But I'm not here for banter. I'm here because I genuinely have projects I want to work on.