bitman
Got an email this morning that they are hiring support reps.
 
Coders too btw.

let's hope they're additional employees, and not just replacements!

andertonSo if multiple support people reach the end of their shelf life at the same time and bail ("I'm leaving, I got a much better job - catching rabid dogs"), you have to find replacements quickly. However then they have to be trained.

It would be interesting to know if there were recent layoffs,salary/benefit/man hour reductions or some other onerous working conditions imposed. Most people seeking tech support are not abusive, even when extremely frustrated. If indeed, Cakewalk has experienced both an unexpected surge in sales with a simultaneous inexplicable random defection of a significant fraction of tech support personnel, just at the moment they are instituting a new support regimen at a time that the parent company is having a financial downgrade, that is some unfortunate timing. I guess the people who are getting fairly prompt help are just not posting. The "off the hook" surge in sales will be short lived if this situation is not resolved satisfactorily in short order.

bbach...at a time that the parent company is having a financial downgrade...

 
I guess you missed my reply the last time you posted that. In any event, the success of the 2016 guitars notwithstanding (which did not factor into the Moody's report), Cakewalk is a separate division that's responsible for its own finances. 
 

The "off the hook" surge in sales will be short lived if this situation is not resolved satisfactorily in short order.

 
As I already pointed out, more support people and developers are being hired. Hiring more support people seems like a logical way to address the need for hiring more support people.
 

I guess the people who are getting fairly prompt help are just not posting.

 
This is an internet forum; few people post about things that are working properly. As to "Most people seeking tech support are not abusive, even when extremely frustrated." I would agree that most people are not abusive, but the significant number of ones who are poison the process as much as abusive posters poison forums. Just look at the mean-spirited comments here when people are upset about something, and about how Cakewalk's developers don't know what they're doing,the company knows nothing about quality control, there will never be any fixes to staff view, they don't know how to run a business, they're going to promise monthly updates but just take everyone's money and not deliver anything, they're going to change SONAR's name next year so they won't have to do any more liftetime updates, etc. Then imagine those people talking on the phone...and imagine support people trying to reason with them.
 
That hasn't changed in all the years I've worked with support people and seen what they go through, going back to the days of Passport Designs and Master Tracks Pro. The Gibson support team keeps recordings of their interactions. I've often thought of starting a thread on Harmony Central with transcripts of some of the greatest hits. You wouldn't believe it. My favorite for today was the customer yelling at one of the guys in support because Guitar Center shipped him a Fender guitar instead of the Gibson he ordered. He couldn't quite grasp the concept that it really wasn't Gibson's responsibility to check up on whether Guitar Center was shipping the right guitars. Because it was a Gibson guitar he didn't get, it was clearly and obviously Gibson's fault, and it was up to the Gibson customer service person to make it right. 
 
If I wasn't about to go home I'd post the mother of all tech support stories, which happened to Passport Designs. Maybe I'll find time later on.

Anderton
The Gibson support team keeps recordings of their interactions. I've often thought of starting a thread on Harmony Central with transcripts of some of the greatest hits. You wouldn't believe it.

Oh bring it that sounds like good fun.
 

If the issue is that Technical Support has a high turnover due to the stress of unpleasant customers as has been intimated previously, perhaps higher compensation or other retention strategies should be considered.
 
In my case, I am beginning to care less about Technical Support and more about Accounting, whom I hope will promptly process the refund for Rapture Pro that I will request when my patience is soon exhausted. In my 34 years as a Cakewalk user, this is the first time I have been in a situation like this.

I've been using Cakewalk since 1963. Of course back then it was called Tape Recording.
Tech support for Cakewalk was helpful for me. they were friendly, helpful and solved my issue.
(this was a few years ago).
 
someone here earlier said they are hiring new support people. that's a good sign.
I would like to see people here have tech support problems solved. because I think sonar works really hard on their products not to have to many users need to call tech support. but it is inevitable, people will always need support.
 
with all this being said, Cakewalk changed some things in tech support and Ray Minus posted that here a few weeks back. saying links had changed (they are trying to better their TS system)
so all I can say is make sure you are following the correct links, following the correct page to TS and try to explain your problem in an easy manner to understand.

I am having a similar issue.  I used to be able to call in and talk to someone.  Now you you have schedule a call back and every time I attempt to schedule a time, there are no time slots.   I understand people are being hired and trained but this isn't working.  There should be some type of option if all the slots are filled.  I've used cakewalk products since the beginning and one of the best things about it was the access to technical support.  Not having tech support readily available and with this flawed scheduling system, that is very disappointing.
 
Joe
 

I still have a report that is 6 month old but still not attended. Still the status stated 'NEW' & I am still waiting for an answer in big patience. I can't imagine how will they handle all the reports flowing after the 'mac' version launch even now with one os it takes month without any reply from the kind people at Cakewalk. Keep it up Cakewalk!

This terrifies me. I am on X3 Producer about to upgrade to the Platinum lifetime. I have 3 big [for me] projects coming up the back half of this year. I wanted to upgrade and use it for the projects but the lack of support should I run into a problem gives me pause. What would be the point of paying to upgrade if I wont be using the upgrade to do these projects or if issues and lack of support will put me behind in my time frame on these projects.

stm113cw
This terrifies me. I am on X3 Producer about to upgrade to the Platinum lifetime. I have 3 big [for me] projects coming up the back half of this year. I wanted to upgrade and use it for the projects but the lack of support should I run into a problem gives me pause. What would be the point of paying to upgrade if I wont be using the upgrade to do these projects or if issues and lack of support will put me behind in my time frame on these projects.

We're all here.
Because we're not all there.
 
But we'll all try to help ya.