TabSel
yes, that has been said.

In the mentioned example above, what will I be supposed to? I am no more entitled to support as I'm opted out. Whome do I contact, and how? How long will it take to just roll out the already available fix to me. How will it be rolled out to me? Do I have to start a discussion every time there will be a fix after my subscription end for a bug I encountered myself some days before my subscription ends? Am I entitled to bug fixes when they get available. What will happen when the bug fix can't be separated from new features, which I'm not interested in buying by renewing my subscription. Am I entitled to a refund for defects that are automatically confirmed by an available bug fix which can't be separated from a new feature for whatever reason?

As tempting as this new product is, to be honest, I am concerned about the amount of work and time I have to put into getting my warranty rights?

I need an official statement please on how warranty / bug fixes / repairs to known software defects are handled.

Cakewalk?

In case you missed POST #5
 

Bill Jackson [Cakewalk]
Yeah. if that occurs you should simply call us up and explain the situation. We'll do whatever we can to rectify an unfortunate circumstance like this, within reason.

bapu

TabSel
yes, that has been said.

In the mentioned example above, what will I be supposed to? I am no more entitled to support as I'm opted out. Whome do I contact, and how? How long will it take to just roll out the already available fix to me. How will it be rolled out to me? Do I have to start a discussion every time there will be a fix after my subscription end for a bug I encountered myself some days before my subscription ends? Am I entitled to bug fixes when they get available. What will happen when the bug fix can't be separated from new features, which I'm not interested in buying by renewing my subscription. Am I entitled to a refund for defects that are automatically confirmed by an available bug fix which can't be separated from a new feature for whatever reason?

As tempting as this new product is, to be honest, I am concerned about the amount of work and time I have to put into getting my warranty rights?

I need an official statement please on how warranty / bug fixes / repairs to known software defects are handled.

Cakewalk?

In case you missed POST #5
 

Bill Jackson [Cakewalk]
Yeah. if that occurs you should simply call us up and explain the situation. We'll do whatever we can to rectify an unfortunate circumstance like this, within reason.

Bill didn't write it in blood.

TabSel
yes, that has been said.

In the mentioned example above, what will I be supposed to? I am no more entitled to support as I'm opted out. Whome do I contact, and how? How long will it take to just roll out the already available fix to me. How will it be rolled out to me? Do I have to start a discussion every time there will be a fix after my subscription end for a bug I encountered myself some days before my subscription ends? Am I entitled to bug fixes when they get available. What will happen when the bug fix can't be separated from new features, which I'm not interested in buying by renewing my subscription. Am I entitled to a refund for defects that are automatically confirmed by an available bug fix which can't be separated from a new feature for whatever reason?

As tempting as this new product is, to be honest, I am concerned about the amount of work and time I have to put into getting my warranty rights?

I need an official statement please on how warranty / bug fixes / repairs to known software defects are handled.

Cakewalk?

All of these questions are sort of hypothetical. There is no real bug, no real fix, no real dates and times... So I can best answer by saying: Our phone lines will still work for non-members. We're not likely to hang up on customers that have chosen not to renew. That would be bad for everyone: You'd be mad at us and be less likely to renew in the future. We'll always hear you out. It will need to be handled on a case-by-case basis, and we'll do our very best to avoid the situation altogether. It will not be a "policy" because there are too many variables. Is there a workaround or some other solution? Is it fixed 6 months after your membership ended or 1? We'll need to take a bunch of things into consideration. In general, I wouldn't worry about it. If you get burned we'll always do our very best to relieve it, simply because we're friendly and understanding folks :). But our official statement is: If you're an active member, you'll get all current fixes and features for the product you're on. Hope this helps.

I answered already: "well, the situation will always be: there is a software defect I encountered and there is a repair available already as I read on the forum. I want to either get the fix on warranty, or a refund for the defect.

What is to argue here? How is this handled exactly?"

With bug fixes up to X3 I automatically got repairs to known software defects on warranty as soon as they were availalable, by simply downloading the patch.

How is that handled now? I sure won't pay double, first with my initial subscription fee (where warranty costs/bug fixing sure is factured into) and another time for a bug fix, for which I need to renew the subscription by a full 12 month period in order to be able to keep it.

Bill Jackson [Cakewalk]

TabSel
yes, that has been said.

In the mentioned example above, what will I be supposed to? I am no more entitled to support as I'm opted out. Whome do I contact, and how? How long will it take to just roll out the already available fix to me. How will it be rolled out to me? Do I have to start a discussion every time there will be a fix after my subscription end for a bug I encountered myself some days before my subscription ends? Am I entitled to bug fixes when they get available. What will happen when the bug fix can't be separated from new features, which I'm not interested in buying by renewing my subscription. Am I entitled to a refund for defects that are automatically confirmed by an available bug fix which can't be separated from a new feature for whatever reason?

As tempting as this new product is, to be honest, I am concerned about the amount of work and time I have to put into getting my warranty rights?

I need an official statement please on how warranty / bug fixes / repairs to known software defects are handled.

Cakewalk?

All of these questions are sort of hypothetical. There is no real bug, no real fix, no real dates and times... So I can best answer by saying: Our phone lines will still work for non-members. We're not likely to hang up on customers that have chosen not to renew. That would be bad for everyone: You'd be mad at us and be less likely to renew in the future. We'll always hear you out. It will need to be handled on a case-by-case basis, and we'll do our very best to avoid the situation altogether. It will not be a "policy" because there are too many variables. Is there a workaround or some other solution? Is it fixed 6 months after your membership ended or 1? We'll need to take a bunch of things into consideration. In general, I wouldn't worry about it. If you get burned we'll always do our very best to relieve it, simply because we're friendly and understanding folks :). But our official statement is: If you're an active member, you'll get all current fixes and features for the product you're on. Hope this helps.

d

Ok, thanks for that.

I'm sorry to say but I guess I have to first wait and see how it is put to practice publicly for quite some time, before I might get in.

Thanks

There is nothing to argue, really. I'm sure you understand. It's similar to the question "I have X2 and found a bug that has been fixed in X3. What do I do?" It happens from time to time. And we never had an official policy around it. Only difference is that in this new delivery model, we have much much more flexibility and are simply less likely to say "sorry, you're out of luck."

I was lurking by on my way to post an issues. The same issues I have asked for help on to cakewalk (with NO reply) for a few days now.
 
IMO
Looks to me that my X3e pro is now obsolete and still bug infested and Cakewalk has moved on AGAIN.
Yes, I got it a few months ago for $150.00 a great deal for something that works... NOT!
This was a Brilliant marketing ploy, to inflate the sales numbers and flood the market selling people that had no clue just how BAD X3 was! And Now X3 is being advertised as BEST most used DAW out there because of the sales numbers!
 
And now to something completely different.... you can buy this NEW version but this time if you want the bugs fixed you have to keep paying us for what you bought that was broken in the first place... the problem with this is that programmers like their jobs and it's just to easy to put a bad line of code within the millions of lines of code to keep Sonar bug happy! Who's goanna know? 
 
It's like buying a car that has a short in the electrical system that keeps blowing your headlights when you start the car and you have to pay for new headlights just to drive at night. (exactly!) But in the real world the government tell the manufacture of the car to FIX IT for free! and Fine them and if people where killed....
 
Well no one will die from a software accident... well that's not true, but maybe in a DAW accident people will live.
But at some point the right person will come along and get ALL software publishers to pay up for deceptive business practices....
 
Cakewalk employees need there jobs just like the rest of and that's why this happens....
But if they had any integrity they would at the lease keep debugging X3 until it works!
AND find a BETTER sales model!  IMO

Andrasin
 
...
 
AND find a BETTER sales model!  IMO

I think you'll find everything we've been communicating over the past few days is with that last sentiment in mind. We're changing the way we sell, develop and support our software so that this is not a conversation to be had anymore.

Andrasin
the problem with this is that programmers like their jobs and it's just to easy to put a bad line of code within the millions of lines of code to keep Sonar bug happy! Who's goanna know? 

That would be rather sinister. In reality, we take a lot of pride in our products and want them to be the very best they can be. We're not evil and have been in business with a rather good reputation for nearly 30 years. 
 
It sounds like you're having some problems in X3. It is generally considered very stable by the vast majority of users (in fact we got extremely good customer satisfaction results in our most recent survey). Sorry you're having a rough experience. I recommend you contact our support department directly to discuss your issues: http://forum.cakewalk.com...ly-m2090582.aspx 

Bill Jackson [Cakewalk]
There is nothing to argue, really. I'm sure you understand. It's similar to the question "I have X2 and found a bug that has been fixed in X3. What do I do?" It happens from time to time. And we never had an official policy around it. Only difference is that in this new delivery model, we have much much more flexibility and are simply less likely to say "sorry, you're out of luck."

Usually, I upgraded happily to the next version, as I not only got bug fixes but new features, too, especially being confident after having seen some three, four free bug fix patches for the previous version. Upgrading to new version/additions (extended and such) rose:

23/10/2011 39.00
31/08/2012 80.00
29/09/2013 134.00

Now it's 149 (with only few new features, more to come eventually, without knowing what to get currently, wether I need/want them. Drum replacer, got multiple, when I think what I got before: rapture, zebra+2, Melodyne etc. etc. etc. it currently feels too pricey)
after 12 months it's 199 every 12 months.

So this is quite a substantial increase in price for less content/features, imho

Plus the uncertainties how it all works out for me as a costumer...

No, I will wait and see.
If you invested the time and money in new features/content instead of the new delivery model, I'd have happily upgraded again for 149. Now you lost at least me, at least for another 12 months wait and see period.

I really hope it all plays out well for everyone though, in the long run

All the best