Online Support Woes

That sounds very unusual. I've found support to be fairly quick with an email. In case your help request got sucked into a spam trap, I'd suggest you send a pm to a moderator or give a phone call. Stuff does occasionally get lost in the mail.

I submitted one on 27th Nov, got a case # and updated it with more info on 30th.

Still waiting......

Cheers,
Jerry

What does Cakewalk say when you call to expedite the ticket? Calling them with a ticket number may be more effective than posting here.

brconflict
Should I have to call to expedite, though?

No, that is not what I wrote.
 
 

brconflict
True, but that was not a rebuke. I have not called to expedite; but I guess I could write down my serial # at home, come to work tomorrow, call them, and request an expedite. If this is what I should have to go through to get support, then I will.

You left out going to the store to buy a pencil and paper. Funny how you have all the time in the world to complain but no time to take action. Hopefully, what ever this issue is will get resolved


 
Good luck

scook
You left out going to the store to buy a pencil and paper. Funny how you have all the time in the world to complain but no time to take action.

Hey Steve, how come your posts don't have the "Report Abuse" button at the bottom like every other moderators' posts do ?
 
 

Paul P

scook
You left out going to the store to buy a pencil and paper. Funny how you have all the time in the world to complain but no time to take action.

Hey Steve, how come your posts don't have the "Report Abuse" button at the bottom like every other moderators' posts do ?
 

IDK, you would have to ask the CW staff about that. I should be setup like the rest of the hosts.

scookYou left out going to the store to buy a pencil and paper.
 

That's funny.  However, I'd order that online :-D  Try and get free shipping of course.  What about a pencil sharpener?  Are we expected to have those already?  I couldn't find that in the .pdf help files.

brconflict
My next question to you was simply, should I really have to go that route? To which you responded in a way that seemed irritated with my question.

I cannot help how my responses are interpreted. Ultimately how you choose to interact with Cakewalk about your issues is your business. I can only suggest if you wish a dialog with Cakewalk there are better methods than this user forum.

Truthfully, I work very hard to find ways to deal with issues on my own, knowing well that there are so many variables which can cause such 'weirdness' in my experience. I've spent many days testing oddities between Sonar and Waves, for example, and fed my results to both companies where it was useful and requested.
So, I don't typically ever require support. I consider myself fairly tech-savvy, although nobody is perfect.

When I submitted my first online ticket online over a year ago, it was never responded to. I just assumed it was lost, but my issue wasn't a huge one; I mainly had a support-question regarding something that was fixed in a later version of Sonar. Since I had not heard back from CW Support since the 2nd, and after seeing the "We answer most questions within two to three business days", I just wanted to see if this was a common thing or not.
 
More, I previously posted a thread in the Feedback Loop regarding the Step-Sequencer Swing/Time settings and how those settings were not correctly saved/loaded each time you save/load a pattern (at least for me). If someone else tried to mess with that and came up with the same result, that could have been helpful.
 
I'm fairly patient, but had concerns here because I want to ensure I was still in the online queue.
The 'pencil and paper' comments were not productive for me, although I'll accept this if it lightens others' moods for the day. But I'm not here for banter. I'm here because I genuinely have projects I want to work on.
 

Duplicate post. My bad.
 

Brian, my apologies.  Upon re-reading your comments, I can see how a written word can be misunderstood and I didn't not mean to chuckle at your expense.  I hope you get things resolved.  I've enjoyed your mic posts as well.
Thanks and Merry Christmas.

Back to the OP. Did you get your issue sorted? Has Cakewalk responded?

ampfixer
Back to the OP. Did you get your issue sorted? Has Cakewalk responded?

Unfortunately, no, but I've been so incredibly busy I've not worried about it so much. Maybe they'll hit me up this week. Thanks!

lingyai
I don't understand why there would be any pushback against this perfectly legitimate post / gripe.  The OP has been polite, tried to help himself, and is asking a perfectly fair question about the product (of which service is included in the price). As such, any post which sheds light on the Sonar user experience is a good one.
 
OP -- hope you get sorted it. I've been there -- I've had CW take over 2 weeks, and then give an answer which  indicated they'd forgotten the original question. Please let us know when they finally get back to you.  

Thanks! At this point, I've just abandoned the support help request. If they get back to me it's all good, but if not it's no sweat, either. I've learned to work around the problem, and my day is probably as busy as theirs.
 
I do hope in the near future that the new pricing structure has given way to some more gumption to bringing on a 24/7 support, or adding more resources.