Seriously?  No one?  Not one Cakewalk person that can help or who has any input here?  No one else who can verify that this really is a problem?  I know it's a pretty specific combo of things that fail here, but I'm really surprised I have so little feedback.

Hi, Blades. You've given me moral support for my support woes in the past, so I would like to return the favor.
 
It seems to me that technical support not responding is also a customer service issue. A Cakewalk staffer recently claimed, "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."
 
Maybe it's a good time to put that to the test.

Hey telecharge - yeah - I think I HAVE put that to the test, both through the normal expected support channels (i.e. opening a ticket) and through the forum here begging for someone to at least acknowledge the ticket.  Same business day?  I'd like same business year at this point!
 
As the owner of tech support company (which I know I've mentioned here many times), I'd be horrified if one of my clients had to go to a public forum to complain that ticket was not being answered AT ALL.  Embarrassing!  I'd have an HR meeting that day with that employee.  Here - I get neither a response to the ticket(s) nor to the public plea for help.
 
Not sure what else to do to get a simple "yep or nope" at this point.
 
Thanks for your support, though. :)

So sad am I. 

Telecharge / all,
 
I have submitted an email to support to follow up on both of these issues today - Saturday at 1:20pm.  I will report back about this 24/7 commitment and "same day responses".  I don't necessarily expact a Saturday solution or even a response, but I think that (unlike my ticket submissions) I should get a response at some point anyway - vs the wait since last September.

I agree with you, you should get a response.. unless your membership has expired and you no longer qualify for support. are you using the latest version of sonar platinum ? Sorry I had to ask I didn't see it in the post.
 
they also could have looked at your support ticket and figured it may be a hardware issue and not related to sonar. Because its kind of a tricky situation here. its not like your saying "Hey the FX bin isn't working. It has to do with external gear so it could be related to your control, hardware ,exc.
 
At any rate, I agree, support needs to pick up a bit. but there might be a reason why you haven't heard back.
the biggest one: are you using the latest version ? do you qualify for support ?
 
It is imperative that you leave a good description of your version of Sonar because if not, we are all playing the guessing game.
Support for sonar X3 was discontinued over a year ago. so if you are trying to get support for that, they wont even bother.

Chuckebaby,
 
I am a Platinum lifer!
 
I don't think there is a hardware issue at play here.  I could easily set the bus sends the same way using a reverb or something and have the same "doesn't turn on and off" and as for the save issue, I tried to set it to my other sound card's outputs as well (actually two other types of hardware, a soundblaster and a Line6 Toneport)) and the save still doesn't work.  So, both cases have been tested out with alternate options and worked (or not) the same way.

Hi Everyone,

I've been PM'ing with Blades, but I just wanted to post this as a general reminder. If you're using the Problem Report form, please make sure to read the notice at the bottom before submitting.
 

PLEASE READ
Filling out this form will not put you in direct contact with Product Support or a human of any kind. If you are seeking support for your Cakewalk product please see our support contact information page to get in touch with the right person who can assist you. Additionally, consider visiting our FAQ as well as product support pages first to ensure that what you are experiencing is not a configuration problem or setting that could easily be corrected.

Problem Reports go into a queue with all our automatic fault reporter cases. This system can see hundreds/thousands of cases a month, so it's almost impossible to go through everything manually. Hence the reason for the disclaimer. Investigations and fixes get allocated as engineering and feature forecasts dictate.


That said, with issues that are a hinderance to your workflow or you have questions on, it's always best to send a ticket into Support directly. Much like Blades did on the 17th indicating the cases of note. This way eyes can be directed towards the needle in the stack of needles. 

Thanks again everyone!

Just as a follow-up on this issue:  Seth got development's eyes on this.  He sent my demo video on how to repro the issue to them, they saw what the problems were, and in the 6/17 version, BOTH of these have been addressed and fixed.
 
I hope that someone other than me was wanting to use these features.
 
Yea! Finally!  
 
Of course, I only needed one of them fixed for my purposes, and it could have been either one, but both is good for a few reasons:
 
1. I can CHOOSE either method depending on my reasons.
2. I know that I 'm not losing my mind.  These really were bugs and not something I was doing wrong or expecting to work in a way not intended.
 
Thanks to Seth for getting these pushed into development and noticed.