BobF
 
Faults/bugs don't fall in the hand-holding category, so maybe genuine fault/bug calls get credited back.

That's actually a clever idea. Although support would be paid, each support person could have a "cancel charge" button.

When you buy a car you don't expect Toyota to teach you how to drive.
When you buy a Guitar you don't expect the guy that sold it to teach you how to play it.
 
But when people buy computers/interfaces/software they seem to expect lessons on how to use them.
 

Anderton

BobF
 
Faults/bugs don't fall in the hand-holding category, so maybe genuine fault/bug calls get credited back.

That's actually a clever idea. Although support would be paid, each support person could have a "cancel charge" button.

Microsoft used to have a system like that. They took payment information at the beginning of the call and if they couldn't fix the problem, or the problem wasn't the user's fault, there was no charge.
 
As far as ideas to ramp up support, I have a few:

• Improve online support resources - better content, better organized. If you look at the FAQs in the Knowledge Base, the number of views suggest people are not finding that content or using it. There's a lot of old and irrelevant content in the Knowledge Base, too. You said in post #41 that often the same questions are asked over and over and that a lot of support slots are booked by people with "how to" questions. There are free and paid help desk software systems that help guide people to relevant content using automation/bots. The online documentation isn't bad, but it could use improvements, as well.
• More videos with walk-throughs. Screen recording software is free and cheap.
• Products could have a certain number of support vouchers for premium support. I think AVID has something like this, but they're certainly no model of support.
• Outsource to inexpensive overseas virtual assistants for online help and/or "after hours" phone support. I don't particularly like this idea, but if that will make it so I can get phone support when I need it, I'll take it.
• Give priority to customers who have purchased lifetime updates and premium products. Again, not ideal, but should people who've spend hundreds on Cakewalk software get the same support as those who've spend a fraction of that?
• Implement some kind of meaningful reward system for forum members/hosts that solve customer's problems.
• Communicate, communicate, communicate, and be open and honest to your customers.

That's just off the top of my head and without having any insider knowledge regarding staffing levels, staff competence, or budget. I'm sure I could come up with more.

Anderton

BobF
 
Faults/bugs don't fall in the hand-holding category, so maybe genuine fault/bug calls get credited back.

That's actually a clever idea. Although support would be paid, each support person could have a "cancel charge" button.

Although I had a couple of faults I reported a while back, that were denied and pit down to my system, and then were fixed in the next release. So this approach could get messy.

Ibanez Laney
When you buy a car you don't expect Toyota to teach you how to drive.
When you buy a Guitar you don't expect the guy that sold it to teach you how to play it.
 
But when people buy computers/interfaces/software they seem to expect lessons on how to use them.
 

normally, one would have had driving lessons before buying a car... and if one hadn't already, one would take guitar lessons, or self-study - there is an expectation of some learning required...
 
computers and software are complex beasts (nevermind something as complex as a daw!) but if the marketing said as much then fewer people would buy their products...

BobF
Jeez people ... learn your machine+interface, your OS and your DAW.  Expend a little effort.

^^^^ this, although some stuff may be genuinely too complex for some to understand (think if trying to explain a maths problem to someone who doesn't "get it")

telecharge

Anderton

BobF
 
Faults/bugs don't fall in the hand-holding category, so maybe genuine fault/bug calls get credited back.

That's actually a clever idea. Although support would be paid, each support person could have a "cancel charge" button.

Microsoft used to have a system like that. They took payment information at the beginning of the call and if they couldn't fix the problem, or the problem wasn't the user's fault, there was no charge.
 
As far as ideas to ramp up support, I have a few:

• Improve online support resources - better content, better organized. If you look at the FAQs in the Knowledge Base, the number of views suggest people are not finding that content or using it. There's a lot of old and irrelevant content in the Knowledge Base, too. You said in post #41 that often the same questions are asked over and over and that a lot of support slots are booked by people with "how to" questions. There are free and paid help desk software systems that help guide people to relevant content using automation/bots. The online documentation isn't bad, but it could use improvements, as well.
• More videos with walk-throughs. Screen recording software is free and cheap.
• Products could have a certain number of support vouchers for premium support. I think AVID has something like this, but they're certainly no model of support.
• Outsource to inexpensive overseas virtual assistants for online help and/or "after hours" phone support. I don't particularly like this idea, but if that will make it so I can get phone support when I need it, I'll take it.
• Give priority to customers who have purchased lifetime updates and premium products. Again, not ideal, but should people who've spend hundreds on Cakewalk software get the same support as those who've spend a fraction of that?
• Implement some kind of meaningful reward system for forum members/hosts that solve customer's problems.
• Communicate, communicate, communicate, and be open and honest to your customers.

That's just off the top of my head and without having any insider knowledge regarding staffing levels, staff competence, or budget. I'm sure I could come up with more.

Some good ideas in that.  Online docs are a mess, IMO.  I hate the menu item by menu item approach to docs.  Workflow oriented docs that get updated based on what users are asking would be good.
 
Vouchers - I like that.  Get folks thru the hump.
 
I personally hate videos and blogs for this purpose, but I know some folks like them a lot.  For videos, there is a guy that an entire [free] series on another DAW.  They are excellent; direct and to the point with great this way and that way content.
 
 

chuckebaby
I come to this forum to share ideas, learn new things... and above all else, Help others. Because that's what this forum is for.
 
I never looked at this forum as a place to come and complain. that's what Reddit, Facebook and your Twitter feed is for.

 
Interesting....I did do same...I came to ask for help in...and then when shown some things I did not know...I dug deeper into find or solving for X....When I found my root cause for my problems....I came back to tell it like I do...
 
Seems I put things on the forums to say what I found....as some do not like the way I say or write.
 
And when done with Proof...Oh..Poof...like magic what I say is removed....and a banishment of sorts to silence.
 
Well...If it is allowed to say it like I say it is....and it is as I say....Why remove the postings?.....
 
Again...I am not insulting Mr Anderson...I agree with the terminologies and methods.....I was taught by some on this forum...How to solve for x.
 
And in some cases I thought simple and direct involvement and witnessing....Show us a problem exists.
 
if this forum be for helpers.
 
 
You may see this as more of my way of saying it....Work around the lies and liars, does not solve for the lie or the liars....if they be putting in bugs...to make a cash cow....and we be the ones who pay.
 
 
If my internet is cut off when saying as I say....And or..to stop me from...or to save me, or others from being connected to, while I post some truths.// and they are blocked from being posted....With good intent, in some perspectives to solve for much.....Then something is behind it, being either a truth exposed not wanted to believe by some...Or...I am a liar, and only wish to sabotage The Cash Cow policy hidden in front of your eyes.
They prosper from....to make you go in circles, or side step, or let be...The bug!
 
I respect the Methods used, and taught me here.....I meant no harm...I have a voice...and a method also....It is to seek the root of error, and find it....If it is hidden behind security and or ULA.....Not to route into a codex that might contain issues of proper logic, and or is built upon a cpu which should be able to resolve numbers of computation quickly...Yet in this time line....That cpu hangs a application doing just that......
 
I have to wonder about the Human Brain....and how complex the reasoning.....To catch a glass of water falling off a table unsuspecting it to do....And then Catching it in mid flight...so it does not smash on the ground.
 
 
If you compute the math of that processing of Brain to do in seconds all the computing to do it...
 
and not fail at all in doing it........Is their error in that brain?
 
Now if you give same to the machine of cpu.....That glass would hit the floor over and over again....Because it would take more time unhanging the cpu and troubleshooting why it does not do...quickly what it should do faster, if all be said as it is in the processing world it can do ....
 
 
If it hangs...and does not work as said it does.....then something is a muck...beyond updates today 2017...supposed to be a new year...Back up what is not working proper only saves the problem if never solving for.
 
 
And the root cause is not with CW...As I keep saying...Like Avid told me.
 
The Process of Support in believing to support...I have done with payment for to solve this.
 
CW tech cannot solve...the code of MS.
 
Period....if they keep changing it...to hide the bug put in...hidden and well protected to cause...Breakage, or mismanagement,...or worse crashes and smashes of codex to hang that process the systems of today should not encounter with such cpus and or multiple ones.
 
 
Home work....I do not code...And if a error be ing the base codex...how can one solve, if you did not do that code, or they will not change the code, or remove the bug of it.
 
 
That is worth saying....and so I do, and am silenced again,.....So live with it?.
 
Trust me...I would rather walk away ...But,...I hope.
 
If not for Hope....then what should I beg?....or solve it myself my way , as time is ticking away on my frustrated understandings of what this is in truth.
 
If my understanding of workarounds that work better....are rejected by the builders of...That do solve some of.
 
Then the builders want the bug in place....AS I UNDERSTAND IT>....And no tech of CW...will solve MS OS codex.
 
Only reveal them more so , the more you tax that cpu....the more you will see the spikes and pops and clicks and hang ups.
 
 
And that, is well recorded here on these forums of such things...if the system is put correctly together, and finding it so, after much seeking a tweak , or a setting or setup that some found to help....make it stop.
 
If that processing of setup, and settings be removed by third hidden hand.....of OS..for OS to continue to do, what we try so hard to setup and get working with CW product....or other of same feathers...And it continues to be sabotaged by Bugs...Blue screens, hangs, lost data, and corrupted files...or just plain disappearing files...
 
I would have to say....it all needs go back to the builders of it...for it is well noted on these forums of such happenings.
 
That said all well to do in belief...method of solving for unknowns is learnt.
 
At least we get that training?....
 
Truth does not need correction, or be silenced......and one seeking why bug or where the bug lies with or whom...and whom support it...so it is always a bug in....is just redundant saying we should support it if so found.
 
For their should be none to cause damages of such cost to the usery user base...There should be none, to cause troubles of this sort today in world, there should be none to cost if the truth be known....And I thought Truth corrects error...But error does not support truth....So,..Believe what you want..is not a option in solving troubles....is it?...So reason was made known!
 
That be said some 2,000 years agao...To repeat the same words...if so supporting something through believing in...and finding it not so trouble free....Is because troubles or a lie is in the mix of the code hidden!
 
That being said....and if they do not want you or anyone else trying to fix because it supports the one sided end of cash cow collection...from usery or use there of....
 
Then you can reason it out proper...If your Brain can count on truth....And that truth is always TRUE...never falters...Always corrects error!
 
To find it, you have to seek the route ...the tree...the first part of its foundation....
 
Is it the Tech of parts built to iso specification of trade rules for?
 
or is it something put in as the logics?
 
 
That is how many variables?
 
And do not over rule the power to do so....Eli..or ELECTRICAL...be it grounded...to something also.
 
 
Best of hope still remains for some....saying, and trying to solve...what is put on by the builders.
 
I am not a builder of errors and troubles...I wish only to solve this mystery.
 
I think my solutions..Be they long winded...Are of a long time with such things being witnessed.
 
So it takes a long time to explain.
 
Is that wrong ...that my long winded truths..be too long and boring to have allowed on these forums?...
 
 
Well believe the lies and liars whom believe there is no bug, and no troubles....and thus no helpers!
 
 
Best of the rest of...Life with or with out.....for no matter the help to solve, some want that bug in the mix!
 
 
and what is futile now?....Tech support right!...but they moderate the forums and remove who or what they do not want exposed...No doubt.
 
 
As witnessed.
 
 
Cheers!
 
 
 
 
 
.
 
 
 

 
Read through all the posts in this thread, what a downer!
 
For what it's worth, I'll try to add some positive input. I've used lots of software from lots of companies for many years.
 
My opinion is that Cakewalk's customer service is better than 95+ percent of them! Many companies as small as Cakewalk don't have any way to get in touch with them. Much less a forum that is as active and helpful as this one. Plus tons of videos on how to do things along with many third party videos both for free on youtube and for sale from places like groove3. 
 
Not to mention resources like Craig Anderton who devotes a lot of time here and is a tremendous resource. And the occasional treat of an actual developer showing up here and answering questions, that's typically unheard of!
 
And Cake isn't sitting on it's laurels either, last year they added collecting feedback to their software to assist in learning what users do so they can improve. 
 
To me, Cake is very active at improving the product. The support is far better than most software companies, especially small ones. And there are lots of resources to get help. AND now I have lifetime updates that I used to have to buy every year! I have very little to complain about and a lot to be completely giddy about.
 
Thanks Cake for all the great support and continual improvement and to all the employees and resources you make available to us!
 
gabo

There's some misconception in this thread about the state of support at Cakewalk. I'm no longer a member of the support team, but I work with them every single day and can give a more accurate assessment.
 
We had an unfortunate major reduction in support staff last year that was unforeseen. We were pretty honest that this is what happened. Hiring and training new employees was an extremely lengthy process for a variety of factors. As a result, we had a major email backlog. To address the backlog while we were going through the hiring process, we contracted several representatives to assist and got a lot of non-support staff at Cakewalk into the fold to help out. Since catching up our email backlog, we've been doing much better but we're not fully there yet.
 
Our Customer Service team has been very successful at responding to inquiries rapidly, almost always within the same business day a request has come in. We also now answer inquiries 24/7 versus previously where it was only from 10:00 AM to 6:00 PM EST Mon-Fri. If you need help with an order, have a registration or an activation issue, or have a pre-sales question, you can contact them at https://www.cakewalk.com/Support/Email and should receive a response relatively quickly.
 
Our Technical Support team unfortunately is still pretty deeply under water with challenging technical requests. How To related issues are easy for our support staff to handle. That is not what is holding these guys up. Truthfully I'm not sure why this is the conclusion people often come to. These people have diverse technical backgrounds in music production, engineering, hardware and computers and can easily address how to related issues quickly.
 
On the other hand, crash related inquiries, researching potential bugs in the application, compatibility concerns with other applications, plug-ins, or hardware is much more difficult and requires more time. It's not uncommon for a single request to take an hour or more of your time if you have to open WinDbg, locate debugging symbols for the application in question, and coordinate with a developer to assess what may have gone wrong when you start scratching your head at the stack which means almost nothing to you unless you have access to, and an understanding of, the source code in question. Even a request for troubleshooting a hardware device with SONAR can take a lot of time if you're not familiar with the piece of hardware and have to set it up or do not have access to it at all and have to do some theoretical troubleshooting.
 
Fact of the matter is, Technical Support is technical and technical things are often complicated and take time to address. These types of complicated issues are almost always unique to the individual and can't be addressed with FAQs or auto-texts and truthfully require a lot of man hours to get to the bottom of. As a result, the guys are pretty tied up. They're still taking emails and phone calls, but the callback model (as members of this thread have pointed out) is giving the perception that no calls are ever being managed. It's not accurate, but it's not good either. The reality is that recently calls are being scheduled by the representatives directly as required by our escalation process, versus the other way around which is not exactly what we had intended.
 
For that reason we're still working on what to do next in regards to the level of phone support we're able to provide to our customers and how to go about it. We've definitely made a ton of progress with responding to issues but still have some work to do.