SONAR Tech Support: What is going on? UPGRADED to FIASCO

Yesterday I encountered a problem Starting SONAR 8.5.1 PE x64  that I was unable to solve so I sent off a Tech Support request by email.
 
Here's the Form I filled out on the Cakewalk Tech Support page :
Name Michael  v
Country: AU Australia
Windows: Windows Vista x64
Product: SONAR 8.5 Producer Edition
Serial Number: CWSP-8.50-xxxxxx-xxxxxx
Type of Audio Interface/Sound Card: RME FF800
Type of MIDI Devices: RME FF800
Problem description or question: Since installation on initial release I have had a perfectly stable program. Today on starting SONAR8.5.1PE x64 I am greeted with a screen requiring that I activate my program. On entering the Authentication code I am greeted with a following message stating that it is an invalid extension key and the product will no longer be active in 29days.
I also run SONAR 8.5.1 PE x86 version which is installed side by side and on running it, it loads normally without incident. I have tried starting the x64 version Run As Administrator to no avail. Nothing has changed between yesterday and today on my machine when SONAR x64 started normally.
 
What could be the problem?
 
Here's the email reply I reveived this morning:
 
Hi Michael,
 
Thank you for contacting Cakewalk Technical Support. There are two
numbers given to customers of SONAR that are used for authorization;
Serial Number and Registration Code. Below are your two numbers...
 
Serial Number: CWSP-8.50-xxxxxx-xxxxxx
 
Registration Code: XXXX-XXXX-XXXX-XXXX
 
Try using the Reg Code on the window you are speaking of.
 
If this doesn't work, please let me know and I will get back to you
with further assistance.
 
Please Do not reply to this e-mail.  All replies must be submitted
here: http://www.cakewalk.com/support/email.asp
 
Obviously I've deleted my serial and Registration info from this post but I can't believe that this is the level of first line support offered to us:
 
Of course we don't get a direct means of contact and to communicate further I'd have to fill out the Tech Support form again restating the problem so  I've come where I should have gone in the first place; here.
 
Any ideas folks?

System Restore or an earlier backup image... ?

Yeh, it's very clunky not being able to respond directly to their email. It's gotta be clunky on their end, too.

I just went through this myself. I opened a support request, asked a very clear question and received a reply that was only vaguely relevant to the question asked. I decided it wasn't worth that much trouble and let it drop.

But that's my only gripe: that I cannot respond to their emails.

I fully expect the first response from Support to be a broad "have you turned it on?" type question. That's just how tech support works. Their logical first step is to ascertain that you were entering the correct registration code, which is a reasonable place to begin.

Unfortunately, you will now have to open a brand-new ticket just to say "that's not helping!". Be sure to include in the comments field the ticket number that was displayed online when you first submitted the request, and the name of the person who replied to you.

BTW, having worked tech support myself I can tell you that there is a good reason for imposing that awkward limitation of not being able to reply directly. Some users, once they get hold of your direct email address, will circumvent the reporting process and start emailing you unrelated questions. Some will become real pests. I know this from firsthand experience on the other end of that phone.

thanks bit.

I don't want adirect line but they could implement a ticket system that updates when an entry is made. Sort of like a private blog for your ticket number. Several companies already do that like IKM and Native Instruments.

There was no ticket number that I saw anywhere - at least not obvious enough for me to see and in the email response I got there was also no reference number cited at all. Just the friendly yoou'll have to jump through this non-sensical hoop all over if you ever want to talk to me again.

Anyway I've posted the problem as a thread on its own so I hope to get help through that.
And what's with the system interruption as you try to open a new thread with "Have you tried these 7 totally unrelated threads before you comit to creating this new one?"

mudgel


Calling them from Australia is not an option.

Get Skype

Seeing as I'm a gentleman, I'll reply within the Cakewalk Forum TOS;
 
and say nothing.
 
 
To Stone House:
 
Couldn't have said it better myself. So I didn't.

I think bitflipper's advice here is valid. I had the same experience with the first email I received from them - standard answering machine-type stuff that didn't really answer the question. Then I persisted because that didn't fix the problem. I addressed my next mail to the person who initially responded by using their name. After that the relationship got better and it reached the point where I resolved the issues. Now I generally do what Audiomax does and use the forums.

If you look at some of the wackier rants that appear in this forum - calls to arms with Cakewalk as the enemy - it doesn't surprise me that they approach tech questions and their interlocutors with caution. I actually found that the level of support was good compared to other companies. Not super fast but decent and genuine. But maybe I've learned to lower my expectations.

Good luck with it. Hunter Valley, hey? Crack open a bottle of red and relax.

The software is top notch, A1, 100% world class.

The marketing & support is 2nd rate, sub par,
to the point of being embarrassing.

It's sad but true.

smoochy:

The email was a noreply@cakewalk.com

I was given a link to Tech Support page where you get to fill in a form. I didn't get any Ticket or reference number as some have suggested so I don't really know what to do other than repeat my request with the added info that the first suggestions were the problem I was stating not the solution.

That's what I mean:
 I've dealt with many software and hardware companies where you log a problem you get a ticket. When your ticket is updated you get an email. Logon check what's been updated in your ticket make a reply, even upload a file or a pic to help with your issue. The system notifies the tech; they make another comment you get notified. and so the loop goes. When your pronlem's been solved you check a box and the ticket is closed and archived,

I'm interested in getting the support service that buying according to Cakewalk "the leading DAW software in the world should be delivering not what we get now. Cakewalk a company that lays claim to having sold more than 1 million software units around the world.

With the continual complaints about customer and tech support you'd reckon they'd update their systems. And its not like the software to do it all isn't out there. What on earth has the increased ownership by Roland brought about?  They don't have to reinvent the wheel.

Just go look at the IK Multimedia site, Native instruments, Toontrack to name just a few. These are all companies that Cakewalk deal with as 3rd party developers. Their websites are exemplary and are what people come to expect. Truly the Cakewalk experience is abit like a shiny bauble out front with cavemen using chisels and stone behind the scenes. Man I'm angry at this level of disservice. I love to tell people about SONAR the software but I dread that they might have to deal with such poor support sevices that they don't really take it seriously. I mean at the developer level I'm amazed at the level of effort that Noel and Nrandon et al give directly to and via this forum to the user base. Take eratu recently with all his work to move to 64 bit. Cakewalk at that level work hard but I fear its just those dedicated individuals and that its not typical of the Cakewalk culture. Rather their good effort and names are impugned by being connected with such 2nd rate support services.

Anyway this post should be closed before I say one thing too many and get banned. I think I'll change the thread title to closed.

I do feel your pain but I think an "old person perspective" might help. We used to walk 5 miles to school in the winter. Actually that's true, though meant as a joke!

When gear used to break down, like a tape machine- we had to unhook everything, physically take it into the shop, pay a LOT of money, be down for a couple of weeks and by doing that a couple times I learned to just let it go. Being able to let go of technical stresses is one of the greatest gifts that life has ever taught me. It's the most directly functional tip that you'll ever get!

Having said that, just break down and pay for the dang phone call from Australia... it's lots cheaper than fixing a 24-track! After waiting for way too long, I think Cake phone support is fantastic- especially compared to many others.

Ever call Avid? Holy crap, it's really scary!

Stuff takes time and costs money... coming to peace with that can possibly help everyone's enjoyment-of-life! It's so much cheaper and quicker now than it ever was before-

just a thought-
Ev

mudgel


smoochy:

The email was a noreply@cakewalk.com

Aah! Nor Eply helped you. He's isn't very good is he? :)

I have long given up on Cakewalk tech support. Every time I have contacted them I have had to conclude that I knew more about Sonar than the person "helping" me. That is when they didn't plain stop responding. As far as I am concerned Cakewalk has no technical support.

UnderTow

Update to Cakewalk Tech support fiasco:

2nd email from Cakewalk Tech Support contained the suggestion I try running SONAR as an administrator even though in my first request for help I had included that I had tried this already.

Then I sent all my details again with the responses I had received and this morning
I recieved the straw that broke the camel's back,

Hi Michael,
 
Thank you for writing back. I apologize for the confusion. Please contact our Customer Service Department via phone at 1-888-CAKEWALK or email with the webform located here www.cakewalk.com/about/csr.asp for further help with product registration.

Its official: I've been fobbed off.

I intend to collect all the emails concerning this exchange print them out and send them to the parent company ROLAND.  I will also send copies to Cakewalk head Office.

Mike I am really sorry for what you have had to put up with to get a simple answer to your problem. I have no answer except to let you know I am in your corner on this.  Perhaps I could intercede on your behalf by calling CW tomorrow with your problem. Surely this wont take specific instructions that can't be given to me to pass along to you. I don't mind giving you a call when I have an answer or setup a time for CW to call you. We should be able to figure out a way to get this fixed. You can PM me as to how you want me to proceed.

Let me know what you want me to do.

. you would think having purchased all this expense stuff that it would some how entitle us to special treatment.

$400; expensive? Entitled?  All in one sentence? Really?