WTH, Cakewalk?? Grrrr.....

I purchased an upgrade for SONAR X1 Producer yesterday morning. As of yesterday evening the serial number was not showing on my account. I contacted customer service online last night. It's been all day today and I received no response, so I just tried calling them because the serial number is still not on my account. What do I get? An automated system that reads me the entire menu twice for no apparent reason, then tells me that "the party you called cannot be reached" or something to that effect.

This is ridiculous. This probably means that I'm going to go the entire weekend without receiving the serial number, so I can't install the software I paid for yesterday morning!

Absolutely ridiculous. The purchase email said I'd have the serial number within 15 minutes. Well, it's been about 40 hours. I think their definition of 15 minutes is a bit different than mine.

Crg


Hmm, don't know why some people are having this problem. Mine were listed in 15 minutes and I got an email with them.

Same goes for me. The download/install process was very easy and without trouble.

I waited about 8 hours on release day, and gave up and called them to get my serial numbers. Office closed until Monday though!

I wonder if different types of payment take longer to validate and have a SN released.  I purchased my Producer X1 last night at 2:46pm (CST) and still haven't gotten an email with any SN information.  I already sent an email to Customer Service.  I used PayPal.  I wonder if a VISA purchase would have speed up the process?
 
Frustrating none-the-less.
 
LJT

I'm beginning to see a pattern. Hmmm?

I ordered mine on Dec 8 at midnight and I had the serial numbers before the first file downloaded. 

I got the download links immediately, but sadly I still do not have the serial number information. Very frustrating. By the time they get around to giving me the info, I will have forgotten that I even made the purchase!

Positively Charged

neiby


I got the download links immediately, but sadly I still do not have the serial number information. Very frustrating. By the time they get around to giving me the info, I will have forgotten that I even made the purchase!

In that case, you owe me some money dude! 

Oh, yeah. I forgot!

LJT


I am in the same boat neiby.  Did you use PayPal too?
 
LJT

No, I used a VISA card. I got the download links immediately. I have all the files on my PC, but I can't install them without the serial numbers. I was planning on installing X1 and playing around with it over this long weekend, but I couldn't. I'm kind of pissed off about it.

I've been waiting since Thursday morning. I don't think it's going to happen until tomorrow when I can contact someone in the office to get them to manually fix it. Cakewalk does seem to have the most screwed up registration system I've seen. I've never had this much trouble. They should at least make new downloads functional for a week or something without having to register it if they're not going to fix the registration system. That would have allowed me to install and begin using the software this weekend.

snookerc


 

I definitely think Cakewalk should re-vamp their online store and ordering process.  

Re-vamp the online store, Sonar-style? You mean introducing new bugs, not fixing old ones and giving it a new GUI? Be careful what you wish for.

Did you click on My Serial Numbers once you logged in to your account?

Did you check your spam folder for emails from SerialNumbers@cakewalk.com?

Yes, there is a glitch with the automated system.  Oh well, no New Year's goodness this weekend with an upgrade.  Just have to wait until a *human being* can assist me with a *manual* SN assignment.

snookerc


I think the offline process that actually places orders and generates the serial numbers gets "stuck" or stops sometimes, for whatever reason.  Hopefully someone at Cakewalk gets notified when that happens, even on non-working days.  Sometimes it takes longer than 15 minutes, although I've never had the kind of delay you're talking about! 

I definitely think Cakewalk should re-vamp their online store and ordering process.  

Please keep in mind that the store, the registration numbers, the servers that generate all that, are frequently attacked by pirates trying to get serial # 's. The paypal sight is hit also.

I sear I am not a pirate.  I was a pirate for Halloween once, but that was before I owned a DAW in 1971.  Wait, the PC wasn't even invented yet.  Hey, I can prove my innocence!!!