Helpful ReplyWhat Happened to Cakewalk's Responsive Support Team?

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phil5633
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2016/05/25 14:38:31 (permalink)
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What Happened to Cakewalk's Responsive Support Team?

I've got a question about a SONAR Platinum upgrade offer I received and can't find an answer. The support phone number no longer works and when I tried to schedule a call on each of the last four business days, I bounced a page with the below message:
 
"Oh no! All of our agents are booked! {They've all been booked for at least 4-days now!}
We're sorry about that! We'll do our best to get more times available for scheduling as soon as possible. Please check back soon."  {I've checked back every day with no luck!} Below that message is an Email Support dialog with the subtext "Phone support booked? Send an email to our support staff instead." {They haven't responded to that either!}
 
Has anybody been able to schedule a call with support? If so did they provide any insight into what's going on and why? Is Cakewalk in financial trouble? 
 
After this first happened last week, I sent an email support requests but have received no response. In fact, I've found email support to be non-responsive for some time. Now it looks like phone support is gone as well.
 
I love SONAR and one of the attractions to me in addition to their cutting edge products has been the support, but looks like that's gone. I don't need support often but when I need it, I need it.
 
Any information would be appreciated.
 
Thanks.
Bill
 

BillP - SONAR Platinum, MOTU 828mkII, Focusrite 18i8, Akai MPK49, Windows 10 x64, Core i7-6850K 3.60GHz, 32GB DDR4, ASUS X99-DELUXE--II MB, AMD R7 250 GPU,  Behringer ADA8000, dbx 386,  (2) Aphex 207, (2) ART TPS II, Presouns E5/E8, Avantone MixCubes, Presonus Monitor Station v2
#1
SoundAcctMusic
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/25 21:18:15 (permalink)
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See my post on this topic today in this forum regarding my need for help upgrading to Platinum.  Something dark and foreboding appears to be going on at Cakewalk.  Maybe their "big" announcement next week is that they are going out of business since it seems their entire support staff has quit/been fired en masse.  I am already looking into Ableton or Cubase and I suggest you do the same.  I understand their support is pretty good.  Sad day for me because I am a long, long time Sonar fan!  Oh well, such is life in the world of big business.  Companies get bought/sold/go under every day.  Selah.  Good bye Cakecast, its been grand!
#2
SuperG
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/25 23:10:35 (permalink)
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I like the new 'dark and foreboding' Sonar theme. 

laudem Deo
#3
SoundAcctMusic
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/25 23:17:52 (permalink)
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SuperG
I like the new 'dark and foreboding' Sonar theme. 


ROFLMAO  -- that is perfect dude!!!!
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robert_e_bone
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/26 00:23:49 (permalink)
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I have a good deal of faith in the Cakewalk folks - after 25+ years of using their software (from Twelve Tone days in DOS).
 
Perhaps they are working on fixing issues with the new approach to support and it is still baking in the oven.
 
Perhaps their upcoming big announcement will include info on some betterment to the support process.
 
I am willing to give them time to sort some of the kinks out from their new support approach.
 
In the meantime, is there anything the forum community can do to try to help you with whatever you are trying to contact support for?  Folks would certainly try to help you, if you were to post details about whatever the situation you have is about.
 
In any case, best of all with it - I'll keep an eye out for any posts you may choose to put forth for us to see if we can assist you, 
 
Bob Bone
 

Wisdom is a giant accumulation of "DOH!"
 
Sonar: Platinum (x64), X3 (x64) 
Audio Interfaces: AudioBox 1818VSL, Steinberg UR-22
Computers: 1) i7-2600 k, 32 GB RAM, Windows 8.1 Pro x64 & 2) AMD A-10 7850 32 GB RAM Windows 10 Pro x64
Soft Synths: NI Komplete 8 Ultimate, Arturia V Collection, many others
MIDI Controllers: M-Audio Axiom Pro 61, Keystation 88es
Settings: 24-Bit, Sample Rate 48k, ASIO Buffer Size 128, Total Round Trip Latency 9.7 ms  
#5
SoundAcctMusic
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/26 00:53:22 (permalink)
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Hi Bob,
 
Thanks again so much for your support!  I don't think there is anymore you can do.  You PM'd staff for me and I still haven't heard from them.  I literally have no software to use right now.  I have been a Cakebook guy for an extremely long time as well.  But after taking a few years off I am so itching to get back into the studio.  But I wiped all the files on my old computer and the old e-mail address is long gone.  I have my old Cakewalk customer number and my X-1 Producer license number.  All I want is to upgrade to Platinum without having to pay the full $500+price!  I don't have a DAW at all to use now because X-1 Producer was deleted and I don't want to go back to the old version.  I have been trying now for just under a month to quite literally just buy their software and apparently they do not want my money.  That is why I am starting to look at Cubase and Ableton to see if maybe they would like some of my money instead.  I would rather stick with Sonar.  I just can't understand why a company would do this.  I guess I have horrible timing but the case # I received on May 6 and the case number I received last Friday, both said I would hear back in 3 business days.  And that is, again, just to restore my account and BUY their software.  Not some obscure technical glitch they need to address.  I have NO copy of Sonar at all right now and would like to BUY the upgrade.  But, again, they apparently do not want my money for some reason.  It is beyond words to me because I am a CPA as well as a composer and musician.  So for a company to literally not want to sell their product is completely and utterly incomprehensible to me.
#6
SoundAcctMusic
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/26 10:53:27 (permalink)
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Cakecast is on thin ice with me.  This is absolutely ridiculous!!!  If I haven't heard back from someone at Cakewalk by end of day tomorrow (Friday the 27th) then I will be looking to order Ableton or Cubase Saturday.  I can't believe a company would treat a paying customer like this and it is a sad, sad, sad day for Cakewalk when they basically shut down all customer support and sales operations as they most likely have.  I would expect their announcement next week to be something about bankruptcy proceedings or selling/merging the company.  I am disgusted beyond belief.
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phil5633
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/26 12:56:26 (permalink)
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Thanks for the offer of assistance Bob.
 
robert_e_bone
I have a good deal of faith in the Cakewalk folks - after 25+ years of using their software (from Twelve Tone days in DOS).
 
Perhaps they are working on fixing issues with the new approach to support and it is still baking in the oven.




You've got me beat. I started with SONAR 4 and like SoundAcctMusic I've been away from music for about 10 years, but unlike SoundAcctMusic, I've kept my SONAR software up to date and am currently a Platinum user, and other than the bugs, loving it and the new ways it improves workflow.
 
robert_e_bone
 
Perhaps their upcoming big announcement will include info on some betterment to the support process.
 



I wish. As a current Platinum user, I think I'm in on the big announcement and I don't think it has anything to do with support directly. I'm sworn to secrecy and I'm giving Cakewalk the benefit of the doubt. I think they deserve that. But, knowing what I know worries me more not less about the termination of support we're witnessing.
 
robert_e_bone
 
I am willing to give them time to sort some of the kinks out from their new support approach.
 
In the meantime, is there anything the forum community can do to try to help you with whatever you are trying to contact support for?  Folks would certainly try to help you, if you were to post details about whatever the situation you have is about.
 
In any case, best of all with it - I'll keep an eye out for any posts you may choose to put forth for us to see if we can assist you, 
 


 Thanks again for the offer of support. Like you, I'm willing to give them some time. We've all got a lot invested in SONAR software and a lot of water under the bridge with a product we know and like. Also, replacing SONAR will require a big investment of time and money.
 
As for my problems, I've worked through the big ones and am keeping track of the nagging ones for when and if tech support returns.
 
My problems started when I upgraded to Windows 10 including a clean install on a separate drive from my old Windows 7 drive where Platinum was already running. This gave me a dual boot system Windows 10 and Windows 7. My big Idea was that I'd continue to use Platinum under Windows 7 and take my sweet time getting the Windows 10 version up and running. That didn't work out. After I finished the Windows 10 Platinum install neither version of Platinum would work. The problems with each were different, but neither worked.
 
I don't know what caused these problems though both Platinum installations are using a single separate resource drive. Even though I can't see how that could be a problem, it's the only thing I've come up with. At this point I've given up on the Windows 7 Platinum installation for now and I've got the Windows 10 version running. Now I'm going through and installing all the third-party stuff and older SONAR stuff that Command Center won't install.
 
Bill

BillP - SONAR Platinum, MOTU 828mkII, Focusrite 18i8, Akai MPK49, Windows 10 x64, Core i7-6850K 3.60GHz, 32GB DDR4, ASUS X99-DELUXE--II MB, AMD R7 250 GPU,  Behringer ADA8000, dbx 386,  (2) Aphex 207, (2) ART TPS II, Presouns E5/E8, Avantone MixCubes, Presonus Monitor Station v2
#8
robert_e_bone
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/26 14:23:12 (permalink)
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Let's try to keep these two threads separate.  There are two different issues combined in this one thread, and it makes it really hard to work with either person's issues this way.
 
I WILL be trying to contact Cakewalk again for both of you guys, but will address your stuff (SoundAcctMusic) in the other thread you already have going, and will post stuff related to the original poster of THIS thread (phil5633) in THIS thread, just to keep it all straight.
 
So, I'll contact them now for both of you and will post back after doing that.  Look to your thread for info for your situation. :)
 
Hang in there guys, they will get you guys straightened out.
 
Bob Bone

Wisdom is a giant accumulation of "DOH!"
 
Sonar: Platinum (x64), X3 (x64) 
Audio Interfaces: AudioBox 1818VSL, Steinberg UR-22
Computers: 1) i7-2600 k, 32 GB RAM, Windows 8.1 Pro x64 & 2) AMD A-10 7850 32 GB RAM Windows 10 Pro x64
Soft Synths: NI Komplete 8 Ultimate, Arturia V Collection, many others
MIDI Controllers: M-Audio Axiom Pro 61, Keystation 88es
Settings: 24-Bit, Sample Rate 48k, ASIO Buffer Size 128, Total Round Trip Latency 9.7 ms  
#9
SoundAcctMusic
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/26 15:28:19 (permalink)
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OK, thanks Bob!
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phil5633
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/26 15:31:13 (permalink)
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Thanks Bob. Sorry about introducing second issue. Don't worry about that one. I fine for now.
 
Bill

BillP - SONAR Platinum, MOTU 828mkII, Focusrite 18i8, Akai MPK49, Windows 10 x64, Core i7-6850K 3.60GHz, 32GB DDR4, ASUS X99-DELUXE--II MB, AMD R7 250 GPU,  Behringer ADA8000, dbx 386,  (2) Aphex 207, (2) ART TPS II, Presouns E5/E8, Avantone MixCubes, Presonus Monitor Station v2
#11
robert_e_bone
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/26 15:34:05 (permalink)
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Well, I did just send another PM to Jim Lima, with the links to both threads, and hopefully they will figure out how to fix you guys up.
 
So, hang in there, and I hope they can get you both sorted out.
 
Bob Bone
 

Wisdom is a giant accumulation of "DOH!"
 
Sonar: Platinum (x64), X3 (x64) 
Audio Interfaces: AudioBox 1818VSL, Steinberg UR-22
Computers: 1) i7-2600 k, 32 GB RAM, Windows 8.1 Pro x64 & 2) AMD A-10 7850 32 GB RAM Windows 10 Pro x64
Soft Synths: NI Komplete 8 Ultimate, Arturia V Collection, many others
MIDI Controllers: M-Audio Axiom Pro 61, Keystation 88es
Settings: 24-Bit, Sample Rate 48k, ASIO Buffer Size 128, Total Round Trip Latency 9.7 ms  
#12
phil5633
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/26 15:38:27 (permalink)
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Thanks again Bob.
 
Bill

BillP - SONAR Platinum, MOTU 828mkII, Focusrite 18i8, Akai MPK49, Windows 10 x64, Core i7-6850K 3.60GHz, 32GB DDR4, ASUS X99-DELUXE--II MB, AMD R7 250 GPU,  Behringer ADA8000, dbx 386,  (2) Aphex 207, (2) ART TPS II, Presouns E5/E8, Avantone MixCubes, Presonus Monitor Station v2
#13
phil5633
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/26 18:15:32 (permalink)
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robert_e_bone
Well, I did just send another PM to Jim Lima, with the links to both threads, and hopefully they will figure out how to fix you guys up.
 
So, hang in there, and I hope they can get you both sorted out.
 
Bob Bone
 


Ok Bob, Joey apparently responded to your PM and replied to my product update support request. He didn't mention what had happened to the support team.
 
Thanks again for your help. Hope SoundAcctMusic also got some answers.
 
Bill

BillP - SONAR Platinum, MOTU 828mkII, Focusrite 18i8, Akai MPK49, Windows 10 x64, Core i7-6850K 3.60GHz, 32GB DDR4, ASUS X99-DELUXE--II MB, AMD R7 250 GPU,  Behringer ADA8000, dbx 386,  (2) Aphex 207, (2) ART TPS II, Presouns E5/E8, Avantone MixCubes, Presonus Monitor Station v2
#14
SoundAcctMusic
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/26 18:18:04 (permalink)
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Thanks my issue was finally addressed!!!!!!! I can't believe how long it took, but I'm planning to download Platinum tonight!!!!!!!!!  Thanks Bob!!!
#15
robert_e_bone
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/26 21:05:27 (permalink)
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phil5633
robert_e_bone
Well, I did just send another PM to Jim Lima, with the links to both threads, and hopefully they will figure out how to fix you guys up.
 
So, hang in there, and I hope they can get you both sorted out.
 
Bob Bone
 


Ok Bob, Joey apparently responded to your PM and replied to my product update support request. He didn't mention what had happened to the support team.
 
Thanks again for your help. Hope SoundAcctMusic also got some answers.
 
Bill




Kewl - SOOOOOO, are you fixed up now?  Everything kewl?
 
My pleasure to assist - all I did was alert them to an issue that may have fallen through the cracks, but sometimes that helps speed up getting a resolution.  The Cakewalk staff REALLY does care about getting things squared away for folks as best they can - they are a fairly small company, but really passionate about what they do.  You will also find that the forum members are also QUITE willing to do their best to assist each other when possible.  There isn't a single day that goes by that I don't learn something just from reading through threads.
 
Bob Bone
 

Wisdom is a giant accumulation of "DOH!"
 
Sonar: Platinum (x64), X3 (x64) 
Audio Interfaces: AudioBox 1818VSL, Steinberg UR-22
Computers: 1) i7-2600 k, 32 GB RAM, Windows 8.1 Pro x64 & 2) AMD A-10 7850 32 GB RAM Windows 10 Pro x64
Soft Synths: NI Komplete 8 Ultimate, Arturia V Collection, many others
MIDI Controllers: M-Audio Axiom Pro 61, Keystation 88es
Settings: 24-Bit, Sample Rate 48k, ASIO Buffer Size 128, Total Round Trip Latency 9.7 ms  
#16
thx1200
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/27 17:04:21 (permalink)
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Interesting, i found this thread because I have opened an email support case with Cake and got one reply, then radio silence for a week.  Phone support isn't going.  I can't activate DimPro.  And phone numbers aren't working, email isn't working.  If they are making changes to support, fine, but you can't leave paying customers out in the cold...
#17
SteveStrummerUK
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/28 18:32:55 (permalink)
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Nice work Bob!

 Music:     The Coffee House BandVeRy MeTaL

#18
robert_e_bone
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/28 20:22:42 (permalink)
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Howdy, Steve - been a little while, glad to see you back, and thanks for the kind words.
 
I'm a bit on the mend, from some recent spine surgery, but am trying to spend some time each day checking on things and trying to help when possible.
 
Hope you are well :)
 
Bob Bone
 

Wisdom is a giant accumulation of "DOH!"
 
Sonar: Platinum (x64), X3 (x64) 
Audio Interfaces: AudioBox 1818VSL, Steinberg UR-22
Computers: 1) i7-2600 k, 32 GB RAM, Windows 8.1 Pro x64 & 2) AMD A-10 7850 32 GB RAM Windows 10 Pro x64
Soft Synths: NI Komplete 8 Ultimate, Arturia V Collection, many others
MIDI Controllers: M-Audio Axiom Pro 61, Keystation 88es
Settings: 24-Bit, Sample Rate 48k, ASIO Buffer Size 128, Total Round Trip Latency 9.7 ms  
#19
SteveStrummerUK
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/05/29 08:05:34 (permalink)
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I'm good thanks Bob, hope you speedily get back to full fitness.

 Music:     The Coffee House BandVeRy MeTaL

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robert_e_bone
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/06/01 08:32:03 (permalink)
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I finally get to go HOME today, after being gone since May 12th.  I feel much better, even though I can't quite catch the cuter nurses.  I think my efforts still counted as therapy :)
 
Of course, this surgery did nothing to fix the now 10 herniated discs, but at least I didn't end up paralyzed from the growth they cut off of the spinal cord on the inside of one of my thoracic vertebrae.
 
Bob Bone

Wisdom is a giant accumulation of "DOH!"
 
Sonar: Platinum (x64), X3 (x64) 
Audio Interfaces: AudioBox 1818VSL, Steinberg UR-22
Computers: 1) i7-2600 k, 32 GB RAM, Windows 8.1 Pro x64 & 2) AMD A-10 7850 32 GB RAM Windows 10 Pro x64
Soft Synths: NI Komplete 8 Ultimate, Arturia V Collection, many others
MIDI Controllers: M-Audio Axiom Pro 61, Keystation 88es
Settings: 24-Bit, Sample Rate 48k, ASIO Buffer Size 128, Total Round Trip Latency 9.7 ms  
#21
SteveStrummerUK
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/06/01 10:17:08 (permalink)
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Ouch!
 
Still, it could be a lot worse Bob.....
 
 
 
 
 
 
 
... it could be me

 Music:     The Coffee House BandVeRy MeTaL

#22
dbenus
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/06/01 15:22:37 (permalink)
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WTF!!!!!!
 
After more than a week of trying, and 2 lengthy support E-mails over the last 5 days, neither of which were never responded to, I finally found a time available on support page to set up a call, for 2:30pm today.  I waited by my phone until 2:38, when I received an E-mail from Lars saying that he tried to contact me but that he was unable to reach me.
 
****!  My phone was on and functioning!  I would have picked up if he had indeed called.  I immediately respond to the E-mail asking him to call again.  Nothing.
 
I have been using Cakewalk forever and just paid for the lifetime Sonar Platinum upgrades.  I never had to wait very long to get support on the line before.  I don't understand this new system, unless it's true that Cakewalk is going out of business, and they're stringing us along, and the money I just spent is down the toilet.
 
Cakewalk doesn't have any phone numbers at all now.  The main number disconnects after a few seconds so I can't even talk to someone in sales or corporate, and the 1-888-CAKEWALK support number directs us to the online support request form, which never has times available to set up a phone call.
 
I'm steaming!   HEY CAKEWALK! WTF IS GOING ON?!?!?!?!
 
#23
arressen
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/06/01 18:02:18 (permalink)
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This is beyond a joke. I posted to another thread earlier - the OP got a PM from somebody at Cakewalk within a few hours, but not to me, and neither have I had any reply to either of the tickets I raised last month. I only know the outcome because the OP updated the thread.
 
Why on earth Cakewalk didn't post there themselves is a total mystery. Surely the whole point of a forum is to make responses available for people with similar problems to read.
 
It does seem they are able to respond promptly, but only when and to whoever they choose. I must have committed some truly heinous crime at some point to merit this level of rudeness.
#24
stevec
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/06/01 18:57:02 (permalink)
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I don't think you have enough posts yet to send/receive PMs.    Bob's pretty up to speed on that stuff.

SteveC
https://soundcloud.com/steve-cocchi
http://www.soundclick.com/bands/pagemusic.cfm?bandID=39163
 
SONAR Platinum x64, Intel Q9300 (2.5Ghz), Asus P5N-D, Win7 x64 SP1, 8GB RAM, 1TB internal + ESATA + USB Backup HDDs, ATI Radeon HD5450 1GB RAM + dual ViewSonic VA2431wm Monitors;
Focusrite 18i6 (ASIO);
Komplete 9, Melodyne Studio 4, Ozone 7 Advanced, Rapture Pro, GPO5, Valhalla Plate, MJUC comp, MDynamic EQ, lots of other freebie VST plugins, synths and Kontakt libraries
 
#25
arressen
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/06/02 02:50:36 (permalink)
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stevec - thanks for your comments. I have no expectations at being able to send PMs to anybody in Cakewalk. However, the OP that did get a PM response is nowhere near Bob's league either.
 
I do expect that by using the defined support channels they will do me the curtesy of actually providing a response, and that if they have news on issues affecting multiple users that they publish to everybody and not via. a PM.
 
Regards
#26
robert_e_bone
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/06/11 23:29:55 (permalink)
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Hi arressen - it looks like you have 10 posts thus far - I think if you can find some threads in the Songs forum or the Coffee House forum, where you might see some threads you could post to - in pretty short order you would reach what I believe is the magic number of posts (25) to be able to send/receive Private Messages (PM's) to forum members and more importantly to and from Cakewalk Staff DIRECTLY.
 
I believe that getting yourself to where you can contact some of the senior staff WOULD result in someone trying to work with you to get your issues resolved.
 
I am a bit LOOPY from my meds tonight, but WILL be up working on a couple of projects until the wee hours.
 
If there is ANYTHING you want to try running by me to see if I can help you - PLEASE feel free to shoot me  message, like specifics of any technical issues - I have no means of doing Account/Store activities, we forum hosts are just regular forum folks trying to help free up time for the Cakewalk folks can build/test/deliver more efficiently.  But for technical issues - the forum members ARE a real strength and will work hard to help each other.
 
Bob Bone
 

Wisdom is a giant accumulation of "DOH!"
 
Sonar: Platinum (x64), X3 (x64) 
Audio Interfaces: AudioBox 1818VSL, Steinberg UR-22
Computers: 1) i7-2600 k, 32 GB RAM, Windows 8.1 Pro x64 & 2) AMD A-10 7850 32 GB RAM Windows 10 Pro x64
Soft Synths: NI Komplete 8 Ultimate, Arturia V Collection, many others
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#27
arressen
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/06/12 05:49:30 (permalink)
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Hello Bob - I very much appreciate your assistance and indefatigable optimism!  What you and the other forum hosts do is an immense contribution to this community.
 
FWIW - I finally received a response to the order support ticket I raised on April 29 on June 6, so 5.5 weeks after the fact. I'm aware that they have moved to a new support process, but any new system that causes a three-day wait to become 38 days needs to be called into question urgently, and probably abandoned.
 
The thrust of my earlier point was really questioning why Cakewalk would respond to a forum post with a PM if the topic was of wider interest to the community (which was indicated by the fact that I also posted to it). It seems to me that this is actually making the support situation worse by not widely communicating responses. I'm conscious that there may have been confidential content in their response, but that didn't seem likely given the topic. Fortunately in this case the OP did post the response, but I'm guessing there are many situations where that doesn't happen.
 
Things just seem very bizarre at the moment, and many other people have posted similar comments (including many with other 25 posts). This latest pricing offer is a great case in point - I may have missed the point, but the whole thing seems to have been rushed out without fully thinking through what they're doing, and frustrating more customers in the process.
 
Regards
#28
robert_e_bone
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/06/12 16:00:17 (permalink)
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I DO agree that some things with the new changes to the support mechanisms are getting a lot of folks perturbed, and I have passed some of the comments and situations others are having, over to some of the senior folks at Cakewalk.
 
We forum hosts are in the same darkness as everyone else as to why so many folks seem to be having issues with.  All I/we can do is help with issues where we can, and pass along others directly to the Cakewalk staff.  The other thing I would say is that as a Cakewalk user for well over 25 years (might even be more than 30 at this point - I'm too scared to count that high), they have ALWAYS ended up delivering stuff that I ended up being able to get some great results from.  I DO have faith in them getting stuff figured out, and I hope folks are willing to be patient while they get things sorted out.
 
Bob Bone
 
 

Wisdom is a giant accumulation of "DOH!"
 
Sonar: Platinum (x64), X3 (x64) 
Audio Interfaces: AudioBox 1818VSL, Steinberg UR-22
Computers: 1) i7-2600 k, 32 GB RAM, Windows 8.1 Pro x64 & 2) AMD A-10 7850 32 GB RAM Windows 10 Pro x64
Soft Synths: NI Komplete 8 Ultimate, Arturia V Collection, many others
MIDI Controllers: M-Audio Axiom Pro 61, Keystation 88es
Settings: 24-Bit, Sample Rate 48k, ASIO Buffer Size 128, Total Round Trip Latency 9.7 ms  
#29
bitman
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Re: What Happened to Cakewalk's Responsive Support Team? 2016/06/19 22:24:52 (permalink)
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Maybe american dudes and dudet support staff proved too expensive and they are trying to get the East Indians up to speed on this crazy deep product as everyone else has in the industry. Every person that comes into our PC shop that has been on the phone with HP or whomever has complained that they had to speak to East Indians and there was as is well know to be, a large communication gap.
#30
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