S8.5p --> X1p (paid) --> X2 (free) Upgrade Situation

Last month I saw CW was running "buy X1 by 10/31 and get X2 free when avail". At the same time, Musician's friend was offering a $99 upgrade to X1p from 8.5p which I have so I ordered it on 10/5. Unfortunately, MF kept sending me backordered notices and by late October I figured it would never arrive so I logged on to my account at MF and I cancelled the order.... or so I thought. Yesterday, to my surprise a box from MF with X1p arrived. When I logged back onto my MF account and checked the order history for X1, it shows I ordered it and my card was charged on 10/5. It also shows a cancellation action with the status: processing. Processing? For 2 or 3 weeks?? So it seems the MF system malfunctioned and the cancellation attempt was never processed.
 
I figured since X1 was delivered, let me see if CW will honor the upgrade before I call MF and send it back. According to http://cakewalk.com/page.aspx/Free-SONAR-X2-upgrade the free upgrade offer was extended through 12/31 anyway. When I contacted CW support, this is the response I got by email: "If you did not purchase the product then we cannot honor the deal. You purchased it and then you cancelled it. That is the same as not making the purchase at all. You will need to make a full purchase of SONAR X1 to receive SONAR X2."
 
WTF??? What am I missing? I will call the support phone line when they open but I wanted to see what sense others here could make out of the situation.
EDIT: hmmm - had to install IE9 to properly edit and format this post...

 What doesn't make sense: What I said or CW's response? This question is the whole reason for my post.

Have you tried to register the software? I'm assuming there has been a communication breakdown somewhere. If you are telling Cakewalk that you want the free upgrade to X2 but are returning the X1 box to MF they aren't going to give you the upgrade. If you register the software you will get the upgrade but you won't be able to return it. If they just gave people the upgrade without the registration  they open themselves up to scammers.

If you are contemplating returning the product do not register it. You register it, you own it. Phone customer support or post a query in the E-Store forum to confirm your upgrade status.

The offer is still ongoing. There is no reason they would deny you if you paid for X1. The reason they said that is because you told them you were returning it. Once it is registered you should get the download links for X2 in about a half hour. If not then just call them to sort it out. A couple people didn't get their links right away but that was just computer error. If you are still unsure then call and ask them personally but this time don't say you are returning it. That is likely what tripped them up. Cheers.

Beepster


The offer is still ongoing. There is no reason they would deny you if you paid for X1. The reason they said that is because you told them you were returning it. Once it is registered you should get the download links for X2 in about a half hour. If not then just call them to sort it out. A couple people didn't get their links right away but that was just computer error. If you are still unsure then call and ask them personally but this time don't say you are returning it. That is likely what tripped them up. Cheers.

I never said I was returning it, just the opposite. I said I would like to keep it if they could verify the upgrade would be honored. I'm in for $100 but I'm not going to pay another $100. If I open the package and register, as scook, I own it. Since MF screwed the cancellation, I should be able to return it but will do so ONLY IF CW won't verify the upgrade but that's not my first choice.
 
CW's response misstates the situation as did your reply somewhat. Maybe it's too difficult to explain in a post or email.

Stringrazor1

Beepster


The offer is still ongoing. There is no reason they would deny you if you paid for X1. The reason they said that is because you told them you were returning it. Once it is registered you should get the download links for X2 in about a half hour. If not then just call them to sort it out. A couple people didn't get their links right away but that was just computer error. If you are still unsure then call and ask them personally but this time don't say you are returning it. That is likely what tripped them up. Cheers.

I never said I was returning it, just the opposite. I said I would like to keep it if they could verify the upgrade would be honored. I'm in for $100 but I'm not going to pay another $100. If I open the package and register, as scook, I own it. Since MF screwed the cancellation, I should be able to return it but will do so ONLY IF CW won't verify the upgrade but that's not my first choice.
 
CW's response misstates the situation as did your reply somewhat. Maybe it's too difficult to explain in a post or email.

This is all the result of a communication misunderstanding. If the free offer is still good and you purchase then register you will get any honored upgrades. A quick call to the 800 number will get everything sorted.

Stringrazor1


Handled satisfactorily with a 5 minute call (thanks, Ben!).  Requested and received an email verifying my purchase qualified for the free upgrade. Just registered X1p and expect to have a DL link sometime tomorrow. Excellent customer service experience.
 
I intended to call CS all along and infact did so before posting but they weren't open yet.  I was most posting to blow off steam caused by the communications breakdown (  [: der der der der der der der der der  _  da da da :]  ).
 
I also learned that one needs IE 9 at least to use this forum effectively...  
 
Oh, one last thing: The purchase I made from MF was for "X1 upgrade from 8.5".  Previously, I'd only bought upgrades directly from CW so this is a new experience for me. MF didn't ask for any verification of 8.5p ownership so should I expect the X1 (if I install it at all) and X2 installation procedures to ask for my 8.5 disc?

Glad you got it sorted out. X2 is really nice I think you will like it. It is a big change from sonar 8.5 though.

Guitar Rig is one. Might be some loops and older synths/patches but I'm not sure about that.

What about Truepianos?

Lexicon reverb- you need to grab that from 8.5

He's actually sorted that out now. Now he's looking to figure out what content is in X1 that isn't included in X2 for his install. I'm envisioning him neck deep in the install process at the moment. Took me a few furious hours to get it all sorted out myself.

;-p

There ya have it. Listen to scook.

He's all smart 'n stuff.