Helpful ReplyNo tech support AND no Customer/Sales support?

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scook
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Re: No tech support AND no Customer/Sales support? 2016/08/26 15:48:40 (permalink)
This thread is not about how to use SONAR. It is a problem specific to your account. As a result, it was moved to the appropriate location. You might try sending a PM to one of the staffers active in this area. You have been around long enough to know Cakewalk will honor the correct price. Since you have renewed this year, you are no where near having your membership expire.
#31
vintagevibe
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Re: No tech support AND no Customer/Sales support? 2016/08/26 16:01:31 (permalink)
Anderton
vintagevibe
scook
If this is the case, the problem is a store issue. I am moving this thread to that area. Have you attempted to PM one of the staff or email pre-sales?


Please do not move this to the Store forum. This is not only about the store.  It is also about contacting Cakewalk in general.  I have emailed all the proper support lines and received no response.



People monitoring the forums for store issues will not look in a SONAR forum. scook was right to move it.
 
As to not understanding what you wanted, your thread title mentioned a lack of Tech support as well as Customer support. So I addressed the tech support part.
 


Can you address the other problem?  Is there anyone at Cakewalk I can contact?
#32
Joey Adams [Cakewalk]
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Re: No tech support AND no Customer/Sales support? 2016/08/26 16:27:21 (permalink)
vintagevibe
 
Can you address the other problem?  Is there anyone at Cakewalk I can contact?


What is the other problem, exactly? I glanced back but I'm sorry to say I'm missing the specifics...
#33
vintagevibe
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Re: No tech support AND no Customer/Sales support? 2016/08/26 16:49:28 (permalink)
Joey Adams [Cakewalk]
vintagevibe
 
Can you address the other problem?  Is there anyone at Cakewalk I can contact?


What is the other problem, exactly? I glanced back but I'm sorry to say I'm missing the specifics...


1) I have an offer for lifetime upgrades for $99.  When I follow the link it always shows $199.
2) How do you contact Cakewalk for non-technical issues such as this?
#34
Joey Adams [Cakewalk]
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Re: No tech support AND no Customer/Sales support? 2016/08/26 17:09:27 (permalink)
Re: #1, unfortunately (don't shoot the messenger!) it looks like you're not eligible for the $99 price. In the emails, it likely states that you would be eligible for "$199 minus the price you paid for your renewal." It looks like you have no renewals on record, only the initial purchase of SONAR Platinum, in Oct 2015, so in that case you're eligible for the $199 price. On the plus side, that's still an incredibly good deal.
 
Re: #2 the support contact details are the same. It might be hard to reach us by phone right now, the call scheduler books up extremely quickly (we're training more support reps as we speak!). If you wish to contact us via email about issues like this, go to http://www.cakewalk.com/Support/, click email, then choose account support (or whichever option is the most relevant to your issue).
#35
vintagevibe
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Re: No tech support AND no Customer/Sales support? 2016/08/26 17:38:02 (permalink)
Joey Adams [Cakewalk]
Re: #1, unfortunately (don't shoot the messenger!) it looks like you're not eligible for the $99 price. In the emails, it likely states that you would be eligible for "$199 minus the price you paid for your renewal." It looks like you have no renewals on record, only the initial purchase of SONAR Platinum, in Oct 2015, so in that case you're eligible for the $199 price. On the plus side, that's still an incredibly good deal.
 
Re: #2 the support contact details are the same. It might be hard to reach us by phone right now, the call scheduler books up extremely quickly (we're training more support reps as we speak!). If you wish to contact us via email about issues like this, go to http://www.cakewalk.com/Support/, click email, then choose account support (or whichever option is the most relevant to your issue).


1)  I have several emails from Cakewalk stating that since I purchased Sonar Pro in the correct time frame I am eligible for lifetime updates for $99. 
2) I'm not asking about technical support. I've said this many times.,   Are you saying that no one anywhere can contact the Cakewalk company by any means but through technicaL support even if they don't need technical support?
 
How can I forward my email offer to you?
post edited by vintagevibe - 2016/08/26 18:01:44
#36
Joey Adams [Cakewalk]
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Re: No tech support AND no Customer/Sales support? 2016/08/26 17:41:28 (permalink)
vintagevibe
Joey Adams [Cakewalk]
Re: #1, unfortunately (don't shoot the messenger!) it looks like you're not eligible for the $99 price. In the emails, it likely states that you would be eligible for "$199 minus the price you paid for your renewal." It looks like you have no renewals on record, only the initial purchase of SONAR Platinum, in Oct 2015, so in that case you're eligible for the $199 price. On the plus side, that's still an incredibly good deal.
 
Re: #2 the support contact details are the same. It might be hard to reach us by phone right now, the call scheduler books up extremely quickly (we're training more support reps as we speak!). If you wish to contact us via email about issues like this, go to http://www.cakewalk.com/Support/, click email, then choose account support (or whichever option is the most relevant to your issue).


1)  I have several emails from Cakewalk stating that since I purchased Sonar Pro in the correct time frame I am eligible for lifetime updates for $99. 
2) I'm not asking about technical support. I've said this many times.,   Are you saying that no one anywhere can contact the Cakewalk company by any means but through technicaL support even if they don't need technical support?


#1: There was no time frame; pricing for Lifetime Updates has everything to do with the number of times you purchased SONAR Platinum. Please pay careful attention to the verbiage used in the emails. It's not designed to trick you, and it's very specific. Feel free post a screenshot. 
 
#2: Right, please check again. All support, technical and otherwise, goes through the same page on our site. There, you'll see buttons for things like account support, order support, pre-sales, and others besides plain ol' technical issues.
#37
Noel Borthwick [Cakewalk]
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Re: No tech support AND no Customer/Sales support? 2016/08/26 22:49:40 (permalink)
pilutiful
I have now e-mailed Cakewalk three time because I'm being charged twice every month. Not one answer It's getting ridiculous.




Please check your PM's. I sent some instructions...

Noel Borthwick
CTO, Cakewalk 
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#38
dogfall
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Re: No tech support AND no Customer/Sales support? 2016/08/26 23:46:19 (permalink)
.....
post edited by dogfall - 2016/08/27 00:14:55

Intel Core i7 3770, 8 GB ram 64 bit
VS-700R
#39
Joey Adams [Cakewalk]
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Re: No tech support AND no Customer/Sales support? 2016/08/27 10:59:35 (permalink)
pilutiful
I have now e-mailed Cakewalk three time because I'm being charged twice every month. Not one answer It's getting ridiculous.



Your double-charges will stop on your next payment, and we've requested a refund of the double-payments. Thanks for your patience.
#40
eph221
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Re: No tech support AND no Customer/Sales support? 2016/08/27 12:56:30 (permalink)
scook
If this is the case, the problem is a store issue. I am moving this thread to that area. Have you attempted to PM one of the staff or email pre-sales?


Yesterday, I had a mis-charge, emailed support and it was refunded by this morning.  That's great service!
#41
richsbca
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Re: No tech support AND no Customer/Sales support? 2016/09/08 13:15:29 (permalink)
It's been over 3 months this has been going on now and this is only what I'm aware of.  This 'no support' issue has probably been going on even longer.  I'm will to wait a while, but I can't be expected to wait weeks, months or never get a response at all.  If they are having so much success they should be able to bring additional resources to deal with their customer service loads.  The automatic reply from support says 3 days response time and their call back system on the website has said its booked for months now.  Absurd!
#42
DJ Darkside
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Re: No tech support AND no Customer/Sales support? 2016/09/08 13:34:30 (permalink)
I am still waiting myself. Completely bullsh*t to be frank. I ran my own business in the USA before I moved to the UK and my customers always came first, especially the returning (long time / dedicated) customers. I would never let a customer wait for anything or else I couldn't sleep at night. They are paying for my livelihood and they need to be respected and treated as promised.
 
Cakewalks approach:
  • We are doing well... how can we expand further into the marketplace?
  • Well, let's setup a cloud service and use a third party company to deal with the payments.
  • We can downsize our support team now because we have been in the game for years and have nailed it.
  • Let's focus on getting more users and we'll deal with technical support issues as and when we want.
  • Let's focus on getting our sales figures sky high to look better than our competitors.
  • We can bring in a new sales team and hit the market really hard.
  • FANTASTIC! Let's go...
  • Sonar Platinum is born.
How it affects the customer:
  • Pay Cakewalk for Sonar Platinum on a monthly basis...
  • Run into a problem where Sonar crashes at load.
  • Tried all the helpful suggestions from the forum users and doing research, plus my 15 years+ experience and knowledge of computer troubleshooting.
  • Email Cakewalk, receive an auto response...
  • WTF!!! Cakewalk?
  • I've been using your software and promoting it for years with all of my audio buddies.
  • I need help!
  • Please help Cakewalk, I am loosing customers because I cannot work.
  • Again, please, please, PLEASE HELP!
  • Waiting...
  • Waiting even longer...
  • Sent another help request.
  • Waiting...
  • Check my bank account
  • Cakewalk has taken its payment, again!
  • Check my software...
  • STILL NOT WORKING???
  • How can that be? They took my money for a product.
  • Email support again, HELP!!!!
  • Waiting...
  • Waiting for weeks...
  • Still waiting.
  • F*ck this, I am looking for another option!
  • Thank you for taking my money and offering pathetic support, have a nice day!
And that's how excellent business practice goes. Welcome to 2016 and the Cakewalk cloud my friends!
 
Rant over!

Mark Liebrand
DJ Darkside 2001-20xx 
www.djdarkside.com
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Running: Windows 10 64 bit, Sonar Platinum, Ableton Live, Novation Impulse, Native Instruments Maschine, a few mics, 1963 Fender Strat, a Fender Jazz Bass and some secret weapons... EQ and Compression.
#43
ampfixer
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Re: No tech support AND no Customer/Sales support? 2016/09/08 15:17:31 (permalink)
I'm going deaf and live with pain. I reported it to my doctor in March and despite her best effort, I won't see the specialist until December. I could lose my hearing in one ear forever because the system is bogged down.
 
This is a really serious matter. Much more serious that a software support question. Why can't you guys put things into perspective for a change instead of just banging your fists on the table.
 
History has shown that Cakewalk will honour its commitments and make things right in the end. It may take time but they have a good track record with customer satisfaction.

Regards, John 
 I want to make it clear that I am an Eedjit. I have no direct, or indirect, knowledge of business, the music industry, forum threads or the meaning of life. I know about amps.
WIN 10 Pro X64, I7-3770k 16 gigs, ASUS Z77 pro, AMD 7950 3 gig,  Steinberg UR44, A-Pro 500, Sonar Platinum, KRK Rokit 6 
#44
richsbca
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Re: No tech support AND no Customer/Sales support? 2016/09/08 15:47:59 (permalink)
Ampfixer:  If you start a software company remind me never to purchase your software because you will have no sense of urgency...  And if I have a problem with your software product you feel it's ok to let your customers wait with no response for untold amounts of time.
 
Hopefully your product will be as good as Cakewalk products and you'll still be in business regardless of your attitude toward customer support!  Otherwise you'll have to EARN THE MONEY!
#45
DJ Darkside
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Re: No tech support AND no Customer/Sales support? 2016/09/08 15:55:41 (permalink)
richsbca - I'm with you man. Support is support and should be ready to go, not backlogged. I guess it tells you a lot about the developers behind Sonar? They need to get there sh*t together ASAP.

Mark Liebrand
DJ Darkside 2001-20xx 
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#46
ampfixer
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Re: No tech support AND no Customer/Sales support? 2016/09/08 16:34:19 (permalink)
You can't lecture me about QA and customer support. I have decades of experience and actual credentials in the field. Given what I posted, I have no idea how you could say I have no idea of what urgency is. You simply prove my contention that all you care about is yourself. You didn't even acknowledge my issue.
 
This issue says nothing about the developers, other than they are willing to work outside their job descriptions by helping with support and still getting their development work done each months. You two are just a couple of whiners that want all the attention focused on them. 

Regards, John 
 I want to make it clear that I am an Eedjit. I have no direct, or indirect, knowledge of business, the music industry, forum threads or the meaning of life. I know about amps.
WIN 10 Pro X64, I7-3770k 16 gigs, ASUS Z77 pro, AMD 7950 3 gig,  Steinberg UR44, A-Pro 500, Sonar Platinum, KRK Rokit 6 
#47
richsbca
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Re: No tech support AND no Customer/Sales support? 2016/09/08 17:50:23 (permalink)
ampfixer:  Thanks for the input and name calling.
#48
ampfixer
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Re: No tech support AND no Customer/Sales support? 2016/09/08 18:03:02 (permalink)
You're welcome. Keep going if you want, I haven't even reached the good names yet.

Regards, John 
 I want to make it clear that I am an Eedjit. I have no direct, or indirect, knowledge of business, the music industry, forum threads or the meaning of life. I know about amps.
WIN 10 Pro X64, I7-3770k 16 gigs, ASUS Z77 pro, AMD 7950 3 gig,  Steinberg UR44, A-Pro 500, Sonar Platinum, KRK Rokit 6 
#49
DJ Darkside
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Re: No tech support AND no Customer/Sales support? 2016/09/09 09:02:52 (permalink)
ampfixer - My point is this:
  • I emailed support over a month ago. I have not been able to use Sonar since then.
  • Cakewalk has charged me again for a month where I couldn't work.
  • I have lost a few clients because they couldn't wait for me and thus I have lost a fair amount of month last month.
  • Will Cakewalk compensate me for a month of Sonar Platinum? No!
  • So they are still taking my money and I cannot use their product.
  • Of course I care about myself. If I can't mix, I don't make money. If I don't make money, I can't pay my bills or eat. It's part of my livelihood. As I am sure it is yours?
Call us anything you want. I have not heard anything and I have been charged again. So, of course I am upset. I also have years of experience supporting people's computer technical issues. I was ALWAYS there to help within 2-3 days. Ok, maybe the issues isn't with the developers. I can apologise for that... But, the issue is with the business! And surely you can understand what I mean from above. 
 
We are Cakewalks business as users and Sonar is my business for recording, mixing and all my other production work. So, how is it ok that their business is thriving and they are making money off of us and my business is getting the hit by losing clients for paper weight software?
 
I don't want to argue with you, we all have the right to our opinions and obviously I am upset from what I stated above. If you can't understand or see that, then I am willing to listen to what other names you have to call me? Either way, I want a fix ASAP and compensation for a month of dead Sonar usage. I think that's fair enough?

Mark Liebrand
DJ Darkside 2001-20xx 
www.djdarkside.com
-------------------------------------------------------
Running: Windows 10 64 bit, Sonar Platinum, Ableton Live, Novation Impulse, Native Instruments Maschine, a few mics, 1963 Fender Strat, a Fender Jazz Bass and some secret weapons... EQ and Compression.
#50
Noel Borthwick [Cakewalk]
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Re: No tech support AND no Customer/Sales support? 2016/09/09 14:51:01 (permalink)
I've responded to your case and offered a resolution along with several troubleshooting tips beyond what was communicated earlier. As explained in the case without further detail and tests such issues are very hard to isolate. It could be a systemic issue or a bug but we won't know without troubleshooting.

Noel Borthwick
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#51
DJ Darkside
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Re: No tech support AND no Customer/Sales support? 2016/09/09 14:55:44 (permalink)
Thanks Noel... wish I would have held out a little longer on reinstalling Windows, 4 days later and I would have been working with you to troubleshoot.

Mark Liebrand
DJ Darkside 2001-20xx 
www.djdarkside.com
-------------------------------------------------------
Running: Windows 10 64 bit, Sonar Platinum, Ableton Live, Novation Impulse, Native Instruments Maschine, a few mics, 1963 Fender Strat, a Fender Jazz Bass and some secret weapons... EQ and Compression.
#52
Noel Borthwick [Cakewalk]
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Re: No tech support AND no Customer/Sales support? 2016/09/09 15:24:40 (permalink)
I'm sure someone on the forums would have had equal success helping with this. 
There are quite a few who are good at troubleshooting system specific issues.

Noel Borthwick
CTO, Cakewalk 
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#53
DJ Darkside
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Re: No tech support AND no Customer/Sales support? 2016/09/09 15:33:01 (permalink)
Noel Borthwick [Cakewalk]
I'm sure someone on the forums would have had equal success helping with this. 
There are quite a few who are good at troubleshooting system specific issues.




I did reach out here and tried all the suggestions, no success!

Mark Liebrand
DJ Darkside 2001-20xx 
www.djdarkside.com
-------------------------------------------------------
Running: Windows 10 64 bit, Sonar Platinum, Ableton Live, Novation Impulse, Native Instruments Maschine, a few mics, 1963 Fender Strat, a Fender Jazz Bass and some secret weapons... EQ and Compression.
#54
Jim Roseberry
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Re: No tech support AND no Customer/Sales support? 2016/09/09 17:39:43 (permalink) ☄ Helpfulby Noel Borthwick [Cakewalk] 2016/09/09 18:06:03
Hi Mark,
 
If you give me a detailed breakdown of the situation, I'd be happy to try and help resolve the issue.
 
You can Email me at jim @ studiocat .com (no spaces) or shoot me a PM.

Best Regards,

Jim Roseberry
jim@studiocat.com
www.studiocat.com
#55
richsbca
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Re: No tech support AND no Customer/Sales support? 2016/09/09 17:55:23 (permalink)
Jim is great Mark.  He's helped me resolve an issue in the past.  Highly recommend letting him help.
 
 
#56
DJ Darkside
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Re: No tech support AND no Customer/Sales support? 2016/09/10 06:48:53 (permalink)
Jim,
 
I have decided to reformat my hard drive and do a clean install of Windows. I couldn't wait anymore but thank you very much for the offer.

Mark Liebrand
DJ Darkside 2001-20xx 
www.djdarkside.com
-------------------------------------------------------
Running: Windows 10 64 bit, Sonar Platinum, Ableton Live, Novation Impulse, Native Instruments Maschine, a few mics, 1963 Fender Strat, a Fender Jazz Bass and some secret weapons... EQ and Compression.
#57
mfwmiles
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Re: No tech support AND no Customer/Sales support? 2016/12/08 10:32:16 (permalink)
Funny,
 
this thread is from august, and I have been trying to resolve an issue since the last person gave up on this thread.
 
My first contact to support was in early september.  it is now december, and support has scheduled calls but hasn't called, promised to get back to me but never has, and honestly, it is just horrible.  we are 5 months into something that our friend above stated was being resolved...they are aware, they are staffing and taking care of...etc.  i honestly want my money back for the products i paid for and i would like to buy another DAW from someone who cares about their clients.

http://www.icompositions.com/artists/mfwmiles
#58
dbenyo
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Re: No tech support AND no Customer/Sales support? 2017/03/17 18:01:15 (permalink)
We too are having similar issues with support... I have submitted two tickets this calendar year... one was greeted with "remove and reinstall Sonar Platinum.. we have done this, responded it did not work, and have not heard back in 2 months.  The second ticket is sitting on 10 days and counting.  We would have never paid for Platinum and would have kept using 8.5 had we known this.  The upgrade has become a waste of money due to features not working. With no phone support and lack of responsive email support, we will be looking for another software vendor for our school if nothing changes quickly.  I see this forum has new support staff being hired... in September... its March... 6 months later...and support is at the best, the same, if not worse.  What is going on?
#59
robert_e_bone
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Re: No tech support AND no Customer/Sales support? 2017/03/18 01:19:27 (permalink) ☄ Helpfulby ampfixer 2017/03/19 16:48:17
dbenyo and mfwmiles,
 
Can you guys please post back here with whatever ticket numbers you have open with support, and also please either give me the ticket numbers or post permalinks for any threads/posts you put out for them?  I'd like to take a look at whatever is going on.
 
mfwmiles - since you only had 2 other posts, I took a look at those - are they the two issues you were/are having?  If so, someone had responded to your post about trouble with PSYN - can you please review their post and provide the information they requested from you? - (and please do so back in that post so we can work the issue in its own thread).  If you had submitted a question about an issue with X3 - it is no longer actively supported by Cakewalk, HOWEVER - LOTS of folks would be happy to help you in these forums with X3 or even 8.5.3 problems, but the official support for X3 ended quite a while back.
 
If you instead have 2 OTHER issues submitted to support, then please do provide the ticket numbers and some information about them.
 
Thanks :)
 
Bob Bone
 

Wisdom is a giant accumulation of "DOH!"
 
Sonar: Platinum (x64), X3 (x64) 
Audio Interfaces: AudioBox 1818VSL, Steinberg UR-22
Computers: 1) i7-2600 k, 32 GB RAM, Windows 8.1 Pro x64 & 2) AMD A-10 7850 32 GB RAM Windows 10 Pro x64
Soft Synths: NI Komplete 8 Ultimate, Arturia V Collection, many others
MIDI Controllers: M-Audio Axiom Pro 61, Keystation 88es
Settings: 24-Bit, Sample Rate 48k, ASIO Buffer Size 128, Total Round Trip Latency 9.7 ms  
#60
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