Marketing [Cakewalk
]

Hello,
 
I'd like to appologize for the trouble that some of you are experiencing purchasing or accessing your SONAR 8.5 upgrade. 
 
I wanted to post something up here to let you know that we are aware of this situation. There is a slight glitch in our database that is affecting a small percentage of users. We are working to resolve it as quickly as possible.  
 
The known issues that people are experiencing are the following:
 
1. Some customers are trying to purchase the 8.5 download and are being given a message that they are not eligible for this upgrade.
 
2. Some customers are discovering that their purchase or registration history  is missing from our estore, even though they have previously purchased or registered products with us.  This is preventing customers from purchasing the 8.5 upgrade.
 
3. Some customers are reporting that they have not received an expected email with information on how to access their SONAR 8.5 upgrade.
 
 
For customers experiencing #1, I wanted to make sure that you understand that the 8.5 download is only available for SONAR 8.0 customers.  If you do not have SONAR 8.0 registered with us, you will not be able to purchase the 8.5 upgrade.   That said we are aware that some registered 8.0 customers cannot purchase the upgrade because of the glitch I reported above.
 
 
For customers reporting #3 who are eligible for the free upgrade, please be patient.  We need to send out thousands of emails and they do go out in batches, so your email may be in the queue and on its way.
 
Other customers reporting #3 who made a purchase, but did not receive their email yet, please try logging into your store account.  If everything happened correctly the information you need should be present there.
  
 
For anyone else I would like to propose the following.  Please respond to this thread to let us know that you are having an issue.  In your response please state which issue you have experienced.  I have seen separate posts and replies from customers in multiple threads, it will be much easier for us to resolve your issues if we could have them all posted here. 
 
Tomorrow, during normal business hours, I will ask our customer service team to start resolving your individual situations, while we simultaneously work to resolve the database glitch.
 
Once again, I apologize to the handful of you who are experiencing issues.  You want to buy SONAR 8.5 on the day it's available, and we are so appreciative of your excitement and enthusiasm for what has turned out to be a great upgrade.  Please be patient with us, you have my word, that we will resolve this so that you can get your upgrade.
 
Sincerely,
 
Carl Jacobson
Vice President of Marketing
 
 
 
 
 
 
  I just got hit after all of these years of not getting hit, but all of my registration codes in their database are gone...no biggie..I just popped an email off completely understanding of this and just going to drink my coke whilst they fix this glitch...

 
 
 
 
 
 
 

einstein36


See....just be patient and drink a glass of coke while waiting....Thanks Cakewalk...my registrations are back...

rosleck


I am having a version of #3.
 
I was able to download the upgrade but never received a follow up e-mail with the serial number that the original e-mail referenced.