hello:
 
im a long time sonar licensee (now platinum) and have problems with what appears to be the new support methodology for cakewalk products. im a big fan of cakewalk tools and use them daily in my work. recently i have had a number of issues with sonar, including application and box crashes, impacting time sensitive projects.
 
i have submitted a number of cases to support and have received responses that dont measure up to the years of support interactions in the past. a number of these cases have had no follow-up at all. the most recent is completely impacting, with projects crashing several times an hour. i just cant deliver with the status quo. i have tried to contact phone support but havent seen a single window open for assistance. literally days go by without a single window. there is no calendar for future availability- just a note saying "Oh no! All of our agents are booked!". im really stunned at the turnaround for support.
 
im interested in the methodology, prioritization and support expectation going forward. can anyone explain this to me? how can i engage support to remedy an issue that has brought my work to a stop over the last several weeks?
 
thanks,
j

My last interaction with support was useless but the people on the forum gave me lots of good ideas and I got it sorted. I advise you to post your problem(s) on the forum and see how it goes from there.

 
Hey Jay,
 
Can you send me a PM with some more info on what's happening and I can try to look into your cases? When are you experiencing the crash, Are you using a specific 3rd party plug-ins that are needed to reproduce it? Just drop me a line and we'll take it from there.

lance:
 
pm sent.
 
thanks,
j

Way to go Lance.

lance:
 
pm sent.
 
thanks,
j