I can only give you my personal experience, but earlier this year on an issue to do with problems caused by licences "lost" by Cakewalk in the switch to the new SSO account, they initially responded quickly, but it was some weeks and more than one chase-up by me before the situation was resolved. I didn't get the feeling that "my custom was important" at any stage nor did I get the impression that anyone was thinking very hard about how to solve the problem. I was left with a significantly worse impression of the Bakers as a result.
 
So chase 'em, if you have not got a reply 

Sorry about the delay on your case. However, I see that someone responded earlier today, please let me know if you didn't receive it.

I submitted a test support ticket today got an answer from Josh at cakewalk  within 2 hours . Great !
All the best
Jan

I had to get in touch with Cakewalk once about an issue I had (via mail), and got reply from Cakewalk within a day. Had a teamviewer session with a cool Cakewalk representative within a week. Never had a negative experience with them.

I have emailed support, I am still waiting a reply, maybe I should send a follow up message ? only problem is it was back around 2008, and I can no longer recall what the issue was. [True Story]