Thoughts on Support

Today I had an issue with my mobile phone. I was online for over an hour trying to figure out how to contact support. The web site pointed me toward social media pages and other users to resolve my problems. It made me crazy. Then it occurred to me that it was no different than trying to fix Sonar. I wanted to speak with a company rep, not another user. I was actually ready to cancel my phone service due to frustration.
 
So all of you that have been having issues with Cakewalk support, please know that I feel your pain and realize how easy it is to go ballistic when you can't contact the company. I try and help users, as do many of the regulars on the forums, but it's just not the same when you are seeing red.
 
Cakewalk is really struggling with support right now and I personally think they should get it fixed before they do another line of code or tweak another theme. It's the foundation of the customer experience and customers generate their income.

I believe that whatever went wrong in the roll out of their new and improved technical support infrastructure REALLY hit them sideways.
 
I DO believe they will get these issues resolved - they CERTAINLY are aware of how important customer perception of things like the responsiveness of technical support is, and how quickly those who have paid for licenses get frustrated and downright mad when they new shiny thing they bought cannot be brought out of Demo Mode, or whatever issues they are having.
 
But Cakewalk HAS truly tried to keep things rolling along for several decades now, and I am quite confident they will get things squared away.
 
HOPEFULLY, some of the issues pissing off some folks are the kind where the rest of us forum folks might be able to help some number of those get resolved, in the current absence of an ability to reach technical support.
 
Bob Bone