I took the opportunity to call Technical Support today to assist with something I was not able to do with Platinum.  When the automated voice answered it said the waiting time was approximately 6 minutes - but in fact - it took less than a minute and I was speaking with Joey reference my incompetency.  Joey walked me right through it - had my concern resolved in minutes and I was back on my way.
 
I told Joey I was going to give him a shout out on the Forum for his efficiency, attention-to-detail and willingness to help. 
 
Thanks Joey - keep up the great work...

That's great to hear. Never had to call them but I'm glad that they are there if needed.

twoifbysea
That's great to hear. Never had to call them but I'm glad that they are there if needed.

I've called twice since X1 and have had excellent support!
 
Walt

I called today, voice said 16 minute wait. It was less then 10.
Very polite and professional and got the issue resolved in a few minutes.
 
The support was closed yesterday but I understood as I live close to Boston, and we got whaled with snow.
 
Used support a couple times and always a great experience.

I've met the support people. You're right, they really do a great job. I can't understand why some people will go on and on about some problem for page after page in the forums, when support could likely get things fixed in a few minutes. And if not, you can't connect to a more direct or sympathetic source for reporting a bug.

Well Craig, those are the same people who ask questions on forums that are easily and faster to get answered with Google. Most of the time I answer peoples questions by just Googling. The hilarious thing is guess whats at the top of the search. The very Sonar forum thread your answering.. 
 
And I'll add here that overall the support here is equal doses of forum members and cakewalk staff. Ryan has saved me twice now  he's my personal cakewalk hero now. 

Thanks for the shout-out! I'm glad to hear you were pleased with the support, and I really appreciate your kind words. If you, or anyone for that matter, needs some assistance, we're here!

Hi Joey - and thanks for helping me out last weekend. I was almost at hair-pulling out stage!!

I believe the biggest problem with contacting support directly by telephone are the costs. A lot of Sonar users are outside the US and depending on the rates, many wont spend that much money to get the problem solved.
Thank goodness for the Forum Members.