dj xl garcia
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Ridiculously bad customer support rant
I've tried to contact Cakewalk three times during last month (when i was still able to use Sonar without registration) because the online registration just won't send me the code. Guess what: NO ANSWER. Now sonar stopped working. If i had not used Sonar for many years now i would not even hesitate to switch to something else. No commercial studio or someone depending on getting work done is able to put up with software and customer support like this.
post edited by dj xl garcia - 2006/09/04 04:52:46
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papa2004
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RE: Ridiculously bad customer support rant
2006/09/04 04:43:35
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ORIGINAL: dj xl garcia
I've tried to contact Cakewalk three times during last month (when i was still able to use Sonar without registration) because the online registration just won't send me the code. Guess what: NO ANSWER. Now sonar stopped working.
If i had not used Sonar for many years now i would not even hesitate to switch to something else. No commercial studio or someone depending on getting work done is able to put up with software and customer support like this.
You just registered as a forum member today, yet you've used SONAR for many years? And this is your first post? Please be a little (or a lot) more specific about your problems...
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dj xl garcia
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RE: Ridiculously bad customer support rant
2006/09/04 05:47:12
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I don't need to post to the forum to use the software i bought do I? I like the forum though, it's helped me many times with various problems, I've just never had the need to post. Maybe i have a lot more free time now when i can't make music with sonar and will start lurking around here. :) I can't be more specific about the problem, the online registration does not seem to work for me (registration page tells me that the code has been sent to my email but it does not arrive) and customer support won't answer. I guess I'll have to do the registration by phone which is of course not a huge problem.
post edited by dj xl garcia - 2006/09/04 06:01:01
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agincourtdb
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RE: Ridiculously bad customer support rant
2006/09/04 06:02:08
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It is probable that your ISP or your email program filtered Cakewalk's email (containing your serial/registration number) as spam. Either that or you deleted it accidentally. If you had searched the forum you would have likely found several threads about this occurring to other people. It always seems to be straightened out with a phone call.
A general rule for anyone having a similar problem and who is searching the forum for a solution before posting a rant (we can dream, can't we?):
If you have your box in hand, but no registration info sticker or email, call them. Don't email, don't post here, just call them. Email/web form support is *not* for time sensitive issues (nor is it ever frankly.)
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Dave Horch
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RE: Ridiculously bad customer support rant
2006/09/04 06:19:14
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In USA phone 617-423-9021
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dj xl garcia
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RE: Ridiculously bad customer support rant
2006/09/04 07:24:58
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Thanks for your answer.
I should've used the search and like you suggested i should've just called the customer service. For some reason calling for registration didn't even cross my mind. I've never had to call anywhere to be able to use legitimate software and it's also not a first thing to do for a non native english speaker to call long distance to other side of the world.
Maybe I was just depressed by the fact that when i contacted customer support regarding a problem with installation i also didn't get an answer. Now when i read the email technical support page better i noticed that you can't get support for unregistered product. That's pretty damn helpful if you first have a problem installing the software and then registering it..
Well, enough of this already. I hope my problem will be solved with a phone call. Only couple of hours left and it'll be 9PM in the Land of the Free.
BTW, my ISP does not filter anything, i get a lot of spam and they end up neatly in junk email or spam folders in outlook, depending on by which program (f-secure or outlook) they were tagged as spam.
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glazfolk
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RE: Ridiculously bad customer support rant
2006/09/04 08:19:35
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ORIGINAL: dj xl garcia
Thanks for your answer.
I should've used the search and like you suggested i should've just called the customer service. For some reason calling for registration didn't even cross my mind. I've never had to call anywhere to be able to use legitimate software and it's also not a first thing to do for a non native english speaker to call long distance to other side of the world.
Quite so. imho the original post is perfectly justified - why should the average user have to search through forums - or even know that such a forum exists - in order to find a solution to a problem brought about not by his own failings but by a defect in Cakewalk's systems. To get no response after three attempts at contact in a month is not acceptable. Nor is it acceptable to expect a non-English speaking person on the other side of teh world to have to phone Cakewalk who, I'll bet, don't provide multilingual telephone support. Look, I think Cakewalk make great software, but that's no reason to blindly say the company is incapable of making a mistake or that there aren't areas where they can and need to do better. I hope you get your problems sorted out. Best, Geoff
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krizrox
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RE: Ridiculously bad customer support rant
2006/09/04 08:35:36
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Actually Cakewalk has what I think is one of the best customer support teams/solutions of almost any software company I've seen. I've called them on more than a few occasions - always got a real live human being within a few seconds and they've always provided a quick solution. I don't understand why people (at least people here in the US) have such a problem with picking up the phone and calling. I've made overseas phone calls to software companies too (a little trickier I agree but not outside the realm of human understanding).
Being a business owner myself, I can tell you that I encounter more than a few "customers" who have zero phone skills. The concept of using an answering machine for example. I had one guy call me recently who claimed he had been trying to reach me for weeks. I have not one, but two, answering machines here (not to mention cell phone voice mail). He understood none of that apparently. Oh well. Hope you get your issue resolved.
Larry Kriz www.LnLRecording.com www.myspace.com/lnlrecording Sonar PE 8.5, Samplitude Pro 11, Sonic Core Scope Professional/XTC, A16 Ultra AD/DA, Intel DG965RY MOBO, Intel Core 2 Duo E6600 2.4GHz processor, XFX GeForce 7300 GT PCIe video card, Barracuda 750 & 320GB SATA drives, 4GB DDR Ram, Plextor DVD/CD-R burner.
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pattste
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RE: Ridiculously bad customer support rant
2006/09/04 10:23:11
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ORIGINAL: krizrox
Actually Cakewalk has what I think is one of the best customer support teams/solutions of almost any software company I've seen. I've called them on more than a few occasions - always got a real live human being within a few seconds and they've always provided a quick solution. I don't understand why people (at least people here in the US) have such a problem with picking up the phone and calling. I've made overseas phone calls to software companies too (a little trickier I agree but not outside the realm of human understanding). Larry, In 2006 email is a legitimate form of communication. For many people, myself included, it is the preferred form of communication. The problem here is that (quite often it seems) Cakewalk doesn't answer emails. They offer a way to contact them through email but then they ignore you. If they don't have the resources to support customers through email, they should hire more people or they should discontinue this form of support. There's nothing more discouraging than having a problem installing, registering or even buying the software, emailing support and getting no reply.
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CakeMaker
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RE: Ridiculously bad customer support rant
2006/09/04 10:37:42
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Agreed Kriz,
I've always gotten someone very helpful and polite. I do know that they are super-busy right now with all the "6" madness, and it's always harder to get thru at this time of year. Also that the emails are slighty backed up too, again because he told me that they are coming in at such a rate that they almost virtually impossible to keep up with -but they are trying. But- all that nonwithstanding, all one has to do is be a little patient; they are NOT open 24/7 as some seem to think. It's strictly business hours, and weekdays only. And, you MUST be registered to get help. Hope that clarifies some of the basics.
CakeMaker
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AT
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RE: Ridiculously bad customer support rant
2006/09/04 10:42:09
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It has been a while since I used Cake's email support but I always got an answer. Maybe not the next day, but within a couple. And I did call once or twice with some "iffy" questions. Always got put through.
Maybe things have dropped off, lately, and getting updates etc. has gotten harder with more prophylatic protection against crackers, but that is hardly Cake's fault. Coming to the forum is a good way to let them know your problem - that is the only way they'll know there is one.
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http://www.bnoir-film.com/ there came forth little children out of the city, and mocked him, and said unto him, Go up, thou bald head; go up, thou bald head. 24 And he turned back, and looked on them, and cursed them in the name of the Lord. And there came forth two she bears out of the wood, and tare forty and two children of them.
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Geokauf
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RE: Ridiculously bad customer support rant
2006/09/04 10:53:52
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Hello, I've been using Cakewalk software since 1993 but I didn't register for this forum until December 2003 and I didn't post until around a year later. The number of users on the forum is miniscule compared to users who never visit this forum. The members here represent a very vocal minority. The issue of forum membership should not be a prerequiste to obtain help here. Regards, George
post edited by Geokauf - 2006/09/04 11:08:43
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krizrox
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RE: Ridiculously bad customer support rant
2006/09/04 11:44:28
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ORIGINAL: pattste
ORIGINAL: krizrox
Actually Cakewalk has what I think is one of the best customer support teams/solutions of almost any software company I've seen. I've called them on more than a few occasions - always got a real live human being within a few seconds and they've always provided a quick solution. I don't understand why people (at least people here in the US) have such a problem with picking up the phone and calling. I've made overseas phone calls to software companies too (a little trickier I agree but not outside the realm of human understanding).
Larry,
In 2006 email is a legitimate form of communication. For many people, myself included, it is the preferred form of communication. The problem here is that (quite often it seems) Cakewalk doesn't answer emails. They offer a way to contact them through email but then they ignore you. If they don't have the resources to support customers through email, they should hire more people or they should discontinue this form of support. There's nothing more discouraging than having a problem installing, registering or even buying the software, emailing support and getting no reply.
OK - I can't argue with you there. If a company offers the option it should mean something. If it takes longer than 48 hours to get a response back, then that's a problem that needs to be addressed. I agree. However, anyone that's been involved with software for even a short period of time knows that email is probably the worst way to get support - from any company. Period. Email is a legitimate form of communication but not necessarily when it comes to product support. I'm just curious - if your car had a problem would you contact your dealer via email to resolve the issue? I doubt it. You'd pick up the phone and call them. If I was having a problem getting a serial number or activating my software, I wouldn't even think about it. I'd pick up the phone and call and get it resolved immediately. Email might be ok for something minor but not for a "show stopper" scenario. I admit I haven't called Cakewalk lately. And I've probably not called them during new product roll out season. I can tell you I've been through this with other companies. You want to hear some customer support horror stories? Boy have you come to the right place. Cakewalk is like the gold standard as far as I'm concerned - having been through hell with other companies. I'm not suggesting they are without sin. All I'm saying is that compared to a lot of other players, they are better than most. Again - I hope you can resolve your issues quickly. Good luck!
Larry Kriz www.LnLRecording.com www.myspace.com/lnlrecording Sonar PE 8.5, Samplitude Pro 11, Sonic Core Scope Professional/XTC, A16 Ultra AD/DA, Intel DG965RY MOBO, Intel Core 2 Duo E6600 2.4GHz processor, XFX GeForce 7300 GT PCIe video card, Barracuda 750 & 320GB SATA drives, 4GB DDR Ram, Plextor DVD/CD-R burner.
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dj xl garcia
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RE: Ridiculously bad customer support rant
2006/09/04 12:25:44
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At 617-423-9004 i get harrassed by an answering machine , that's basically a labyrinth of crossreferenced dead ends. At 617-423-9021 (direct number to technical support available nowhere but kindly posted by Dave Horch) there's a message: "Thank you for calling Cakewalk technical support department. We're currently closed. Technical support agents are available monday through friday 10AM - 6PM. (DUH??) For immediate assistance visit our knowledge base on the web. You can also reach technical support without long distance calls or waiting on hold. Try our email support: support@cakewalk.com." I might have missed a sentence here and there, but you get the point. No support yet. I will try again later. About Cakewalk's dedication to users; I've also thought many times that it's cool that cakewalk guys are reading the forum, and they seem to listen to some extent what people have to say about the product. There's a fine line though between a company putting an active user community into good use and letting the end user do the beta testing. This is not only cakewalk's problem, although they seem to put out a new version surprisingly often. It's a bit sad but it seems that money is better invested in marketing than development nowadays.
post edited by dj xl garcia - 2006/09/04 12:51:05
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keith
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RE: Ridiculously bad customer support rant
2006/09/04 12:29:09
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ORIGINAL: dj xl garcia
I might have missed a sentence here and there, but you get the point. No support yet. I will try again later. Today's a holiday, I doubt the office is open...
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epytryga
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RE: Ridiculously bad customer support rant
2006/09/04 12:30:49
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Since you're outside the U.S. Today is Labor day and every thing is closed...that's why you got voice mail...
Kind Regards: Eric Music samples at: https://soundcloud.com/the_oxford_circus Gear: Windows 10, 16Gb RAM, Intel i7-6700 CPU @ 3.4Ghz, Propellerhead Balance ASIO AMD II X6 1075T PROCESSOR 3.0GHZ/8GB RAM/PROPELLERHEAD BALANCE ASIO DRIVERS.
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dj xl garcia
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RE: Ridiculously bad customer support rant
2006/09/04 12:39:47
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Ok.. Cool, thanks for the info!
Tomorrow then..
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Jason Archibald
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RE: Ridiculously bad customer support rant
2006/09/04 12:51:55
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Maybe some of you have just never had problems and that's great... but cakewalk does not have excellent customer service.
I recently had issues with an order, and over the course of a week spoke to most of their customer service reps... one of them was pretty helpful.
but that aside, they seem to have no system in place to escalate concerns to a manager within any reasonable time frame... i found that my problem simply wasn't being dealt with. things weren't being forwarded to someone who could actually deal with the issue... and trying to get ahold of a manager was also extremely difficult...
the only reason my issue was resolved was because i called relentlessly and I forced them to keep looking at my issue, and persistently tried to get through to a superviser. if I hadn't called, things would have stalled out for much longer than they did
give this guy some slack. it probably takes a lot more energy to pore over his posting/browsing history to find out if he deserves to be talked to than to just answer his question.
www.jasonarchibald.com Athlon 64 3700+ WinXP 2GB RAM Sonar 6 PE, Cubase VST FL 7, Project 5v2 Sound Forge 9 Finale 2008, 2007c, 2005b Komplete 3, 4, Massive Novation X-Station 61, Yamaha P-80 Kore, RME Hammerfall and Mindprint DI Port
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Jason Archibald
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RE: Ridiculously bad customer support rant
2006/09/04 12:58:55
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ORIGINAL: krizrox
However, anyone that's been involved with software for even a short period of time knows that email is probably the worst way to get support - from any company. Period.
I don't agree that that needs to be the case. Email can be an incredibly efficient means of communication. My web-hosting company uses primarily email support. I send in a ticket, and they always get back to me within a few hours... and soon after that it's fixed. And I have used email support from some software I have purchased online, things like u-edit, and n-tracks, and others... and have always had prompt replies back. I think email is a lot more efficient than telephone. It can often take about 20 seconds to scan through an email and see what someone wants... As a phone call, that would probably take the customer 30 minutes on hold, then chat for a few minutes... The thing about email, is someone has to read them, and bother answering.
post edited by Jason Archibald - 2006/09/04 13:13:41
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JonD
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RE: Ridiculously bad customer support rant
2006/09/04 13:44:28
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ORIGINAL: krizrox
ORIGINAL: pattste
ORIGINAL: krizrox
Actually Cakewalk has what I think is one of the best customer support teams/solutions of almost any software company I've seen. I've called them on more than a few occasions - always got a real live human being within a few seconds and they've always provided a quick solution. I don't understand why people (at least people here in the US) have such a problem with picking up the phone and calling. I've made overseas phone calls to software companies too (a little trickier I agree but not outside the realm of human understanding).
Larry,
In 2006 email is a legitimate form of communication. For many people, myself included, it is the preferred form of communication. The problem here is that (quite often it seems) Cakewalk doesn't answer emails. They offer a way to contact them through email but then they ignore you. If they don't have the resources to support customers through email, they should hire more people or they should discontinue this form of support. There's nothing more discouraging than having a problem installing, registering or even buying the software, emailing support and getting no reply.
OK - I can't argue with you there. If a company offers the option it should mean something. If it takes longer than 48 hours to get a response back, then that's a problem that needs to be addressed. I agree.
However, anyone that's been involved with software for even a short period of time knows that email is probably the worst way to get support - from any company. Period. Email is a legitimate form of communication but not necessarily when it comes to product support. I'm just curious - if your car had a problem would you contact your dealer via email to resolve the issue? I doubt it. ....
Again - I hope you can resolve your issues quickly. Good luck!
Larry, I'm guessing you've only bought software made in the good ole U.S. of A.? Cakewalk's overseas customers or anyone who's purchased software developed in a country other than the U.S. would be thinking exactly the opposite as you. I've bought a number of programs developed overseas. If I were to have to call every developer in his home country for tech support over the years, I'd have gone bankrupt a long time ago. Take a look at KVR-VST forum, for example. Spend a little time there, and you'd see that email is the expected form of contact by most developers, largely because their customer base is so scattered. Given that you've seem to have forgotten Cakewalk is an international company, why don't you take a quick poll here of their customers from outside of the U.S. and ask them their preference -- email or phone customer service? Of course, your argument makes sense for domestic customers (except the car dealer analogy which I find ridiculous, sorry) , but applying it to those folks abroad... "just picking up the phone and calling" is an expensive undertaking, not to mention the logistics of having to allow for the (sometimes huge) time difference. For them, e-mail is not only a "viable" form of communication, but a critical one. To dismiss it as "okay for something minor"... well, demonstrates an attitude that is parochial and behind the times. JD
post edited by JonD - 2006/09/04 18:15:46
SonarPlat/CWbBL, Win 10 Pro, i7 2600K, Asus P8Z68 Deluxe, 16GB DDR3, Radeon HD5450, TC Electronic Impact Twin, Kawai MP11 Piano, Event ALP Monitors, Beyerdynamic DT770 Pro, Too Many Plugins, My lucky hat.
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krizrox
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RE: Ridiculously bad customer support rant
2006/09/04 19:18:07
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Actually, I've done business with software companies in many countries over the past 20 years - especially England and Germany (primarily for audio programs). Anyone who knows anything about Steinberg and Creamware (among others) will tell you they are impossible to deal with - especially via email. Phone contact is the only way to get issues resolved in a timely manner and maybe not even then. Don't get me started on Creamware btw. That company is literally unavailable 2 or 3 months out of the year while they are either out on vacation or at some trade show. Steinberg might as well not even offer customer support it's so bad. I know a few things about software customer support and how to go about getting it. Your arguments have some merit but haven't changed my opinion at all. I can sympathize with anyone that has tried to get issues resolved (both email and phone) and is frustrated to no end. But I maintain Cake's support is as good as it gets. At least that's been my experience and I'll bet the experience of 99.9% of their customer base. Again I wish you the best of luck getting your problems resolved. Keep trying. It's worth the effort. What's the other option? Steinberg? 
Larry Kriz www.LnLRecording.com www.myspace.com/lnlrecording Sonar PE 8.5, Samplitude Pro 11, Sonic Core Scope Professional/XTC, A16 Ultra AD/DA, Intel DG965RY MOBO, Intel Core 2 Duo E6600 2.4GHz processor, XFX GeForce 7300 GT PCIe video card, Barracuda 750 & 320GB SATA drives, 4GB DDR Ram, Plextor DVD/CD-R burner.
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Jason Archibald
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RE: Ridiculously bad customer support rant
2006/09/04 19:37:01
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really what i hear being said is that everyone agrees that email is a good technology but that the major software venders do a terrible job of email support and that the only hope of getting help is by talking to them on the phone.
there's no reason that email support shouldn't be effective... it's just because the companies don't care enough to make it effective.
nobody's saying cakewalk email support is good, just that some companies do make an effort to do it right, and that cakewalk really should do the same.
www.jasonarchibald.com Athlon 64 3700+ WinXP 2GB RAM Sonar 6 PE, Cubase VST FL 7, Project 5v2 Sound Forge 9 Finale 2008, 2007c, 2005b Komplete 3, 4, Massive Novation X-Station 61, Yamaha P-80 Kore, RME Hammerfall and Mindprint DI Port
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Susan G
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RE: Ridiculously bad customer support rant
2006/09/04 20:14:59
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Hi Jason-
Yes, IMO, e-mail support can work very well, but I hate this trend towards using only online forms for it. It's a huge PITN for Users, obviously, and slows down the communication to a snail's pace. It also contributes to the perception that you're not dealing with a real person, thus that the company doesn't give a damn. It's worked okay for me with CW, but I often have to send a follow-up before I get an answer, and it's never been anything time-critical. I would definitely call if that were the case.
When I did TS for a software company, the e-mail was a direct back-and-forth, none of this online form stuff, and it worked very well, and was very efficient. The only stipulation we had was that the User include his/her registration number in the message, and most "returning customers" just made it a part of their signatures.
I wish we could go back to direct e-mail support, but I guess it's not going to happen. Between online forms and the lack of easy-to-find TS phone numbers, I think many companies are simply trying to discourage people from contacting them for support. It's a financial drain on them if it's free (which is obviously why some charge for it), but it's also a *huge* word-of-mouth (or "word-of-post") plus for them when they handle it efficiently. Overall, though, I have to say I've been very happy with CW's support over the years.
-Susan
2.30 gigahertz Intel Core i7-3610QM; 16 GB RAMWindows 10 x64; NI Komplete Audio 6.SONAR Platinum (Lexington) x64
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krizrox
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RE: Ridiculously bad customer support rant
2006/09/04 20:45:37
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ORIGINAL: Jason Archibald
really what i hear being said is that everyone agrees that email is a good technology but that the major software venders do a terrible job of email support and that the only hope of getting help is by talking to them on the phone.
there's no reason that email support shouldn't be effective... it's just because the companies don't care enough to make it effective.
nobody's saying cakewalk email support is good, just that some companies do make an effort to do it right, and that cakewalk really should do the same.
My own personal observations have been that the smaller the company, the better the email support. The bigger the company, the worse it gets. Susan hit the nail on the head. Companies don't make money on free tech support. It's a huge expense. I can appreciate the difficulties especially in an international market. Maybe us "gringos" have an advantage here because we speak the same lingo as the mothership and we live within a few hours of their time zone. But I've had to call to call Germany and England and Scotland and India and Canada and Mexico (just a few countries that come to mind) quite a few times to get things resolved. Look, if my software, the same software that I rely on to run a business, was about to self-destruct - I would not sit there and whine that the company wasn't responding to a couple of emails I sent a few weeks ago. I'd be on that phone until the issue was resolved no matter what it took. Let me repeat this - I'm not suggesting Cake is without sin. Maybe they could do a better job at email support. But my own personal experiences have been very satisfying. I don't think I'm anyone special. I'm just an ordinary schmuck like that rest of you (sorry - maybe some of you are extraordinary schmucks  ). The point is, if I can do it, so can you! Again! Keep trying and don't give up. You'll get it resolved soon I'm sure.
Larry Kriz www.LnLRecording.com www.myspace.com/lnlrecording Sonar PE 8.5, Samplitude Pro 11, Sonic Core Scope Professional/XTC, A16 Ultra AD/DA, Intel DG965RY MOBO, Intel Core 2 Duo E6600 2.4GHz processor, XFX GeForce 7300 GT PCIe video card, Barracuda 750 & 320GB SATA drives, 4GB DDR Ram, Plextor DVD/CD-R burner.
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glazfolk
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RE: Ridiculously bad customer support rant
2006/09/04 21:16:21
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ORIGINAL: krizrox
Maybe they could do a better job at email support. But my own personal experiences have been very satisfying.
"I was operated on by Doctor X. What a jerk! He amputated the wrong leg." "Are you sure? He operated on me last year, and I came out of it OK." The point I'm trying to make here is that I am quite sure that Cakewalk sales do not stiff up every single transaction. I am perfectly certain that they have many satisfied customers.  Unfortunately there is a number - and it is too large a number - of customers who have had very bad experiences with dealing with Cakewalk commercially. That's what matters here.  The point is, if I can do it, so can you! Maybe ... but is it good commercial practice for any business to expect its customers (or would be customers) to keep jumping through hoops? Maybe it'd be better the other way round? Best, Geoff
post edited by glazfolk - 2006/09/04 21:30:17
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krizrox
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RE: Ridiculously bad customer support rant
2006/09/04 21:45:32
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Or maybe the reality is that Cakewalk has a 99.9% customer satisfaction rate and the 1% vocal minority (like George suggested) are the only ones who come here to complain?  ...who will never be satisfied no matter what Cakewalk does (or anyone else for that matter)? I might be ignorant but I'm not seeing like 10,000 people logging onto this forum to complain about this. I'm certain Cake must have more than a few dozen customers around the world. I feel your pain, having been there too (I could write a book). Do you think it would be better for Cake to charge for tech support like Microsoft and Norton do? What do the rest of you think? Is it really as bad as these guys are making it out to be?
Larry Kriz www.LnLRecording.com www.myspace.com/lnlrecording Sonar PE 8.5, Samplitude Pro 11, Sonic Core Scope Professional/XTC, A16 Ultra AD/DA, Intel DG965RY MOBO, Intel Core 2 Duo E6600 2.4GHz processor, XFX GeForce 7300 GT PCIe video card, Barracuda 750 & 320GB SATA drives, 4GB DDR Ram, Plextor DVD/CD-R burner.
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krizrox
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RE: Ridiculously bad customer support rant
2006/09/04 22:01:30
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Sorry - couldn't help but bump this up one last time - Cakewalk is looking for tech support reps (see their contact section for job opportunities). Here's your chance to make a difference!
Larry Kriz www.LnLRecording.com www.myspace.com/lnlrecording Sonar PE 8.5, Samplitude Pro 11, Sonic Core Scope Professional/XTC, A16 Ultra AD/DA, Intel DG965RY MOBO, Intel Core 2 Duo E6600 2.4GHz processor, XFX GeForce 7300 GT PCIe video card, Barracuda 750 & 320GB SATA drives, 4GB DDR Ram, Plextor DVD/CD-R burner.
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bermuda
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RE: Ridiculously bad customer support rant
2006/09/04 23:17:40
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ORIGINAL: dj xl garcia
I've tried to contact Cakewalk three times during last month (when i was still able to use Sonar without registration) because the online registration just won't send me the code. Guess what: NO ANSWER. Now sonar stopped working.
If i had not used Sonar for many years now i would not even hesitate to switch to something else. No commercial studio or someone depending on getting work done is able to put up with software and customer support like this.
I recieved mine, with minutes of a successful order from the cakewalk webshop...my serial came in am e-mail in my inbox. For some folk, it appeared in their spam or junk folder. Check in yours, it is probably there.
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glazfolk
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RE: Ridiculously bad customer support rant
2006/09/04 23:26:42
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ORIGINAL: bermuda
I recieved mine, with minutes of a successful order from the cakewalk webshop...my serial came in am e-mail in my inbox. For some folk, it appeared in their spam or junk folder. Check in yours, it is probably there.
Bermuda - I'm glad that you not only were able to make a successful order but also got good service. Your advice to check spam filters etc is well intended, I don't doubt it, but we've been through all this before. Check this thread: http://forum.cakewalk.com/tm.asp?m=774318&mpage=1&key=international%2Cstore Please let me say it again. Larry, I don't doubt that Cakewalk deal with the majority of their customers in a timely and efficient manner. The problem is not only that there are people with different experiences but also that these mistakes keep getting repeated over and over again. Best, Geoff
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mrBun
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RE: Ridiculously bad customer support rant
2006/09/05 01:40:03
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Sometimes phoning isn't a viable option
When the Cakers online shop went pear shaped for us, back when we bought Sonar5 PE and Project5 v2 bundle, we were given the same advice. (Just phone us)
Now my secretary tried phoning first thing every morning to get it sorted (shipped without any serials etc)…but over in the USA y’all were heading home for the night.
So our time zones didn’t connect.
We did get it sorted after a while because the good folks at Cakewalk are aware of the importance of international trade, and are decent people to deal with.
We are a manufacturer in a heavily regulated industry (games)…this is a business so I do not phone people in the middle of the night…. I go home to my other interests… incidentally we have branches all around the world and manage to touch base with all of our operatives via email/ftp server on a regular basis.
I expect any business with an international client base to behave as responsible global citizens. This means having effective support available 24/7.
Cakewalk have been consistently good (in the end) to us for more than 10 years now… but we have had some serious hiccups during time of “feeding frenzyâ€.
As a successful American once said;
“A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly largeâ€.
Henry Ford
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