What happens to customer support?

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Afrodrum
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2016/06/23 17:29:18 (permalink)

What happens to customer support?

My case reported on June 2,  number 318508, regarding Rapture is still not answered. Anybody experienced that? What to do ?

Windows 10/64, Intel i7 Xeon X6575 3,07GHz, 24Gb RAM, chipset: Intel X58 Express, Kingston SSD 240Gb,  Sonar Platinum , Edirol UA-25.  (Some extra VSTs: PSP almost all/  IK - AT4, ST3, / AAS - all/ TH3 full/ +10dB/ Melodyne Editor). EVE sc205 monitors, Defil Kosmos guitar, blue lava lamp, ashtray.  And there is some great music you may find at: https://soundcloud.com/pawel-jan-1
 
 
 
 
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    scook
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    Re: What happens to customer support? 2016/06/23 17:34:22 (permalink)
    Could post the question here.
    #2
    singerNow
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    Re: What happens to customer support? 2016/06/24 11:48:44 (permalink)
    Afrodrum
    My case reported on June 2,  number 318508, regarding Rapture is still not answered. Anybody experienced that? What to do ?




    Cakewalk has NO phone support after supporting them since 1990 with $$$$.
    Where do I go to put in my case number is 320495 to track it and follow up?
    --------------------------------------------------------------
    Hello Steve,
    Thank you for contacting Cakewalk! We look forward to being able to assist you.
    Your case number is 320495. For your records, your inquiry is copied below:
    I run Sonar Platinum version 2016.06 in Windows 10 with touch screens and connected to the Roland V-Studio 100. The V-Studio 100 control surface has two buttons that scroll through the tracks one by one is working fine and the 100 mm fader works with the selected track. My question is: How can I use the touch screen to select the desired track (instead of using the Track buttons), then use the V-Studio 100 fader to act on the track selected from the touch screen?
    If you have additional details you would like to provide, respond directly to this email without changing this subject. We respond to most SONAR Platinum Support emails within 3 business days.
    Best Regards,
    Product Support
    Cakewalk, Inc
    #3
    azslow3
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    Re: What happens to customer support? 2016/06/24 12:39:08 (permalink)
    singerNow
    The V-Studio 100 control surface has two buttons that scroll through the tracks one by one is working fine and the 100 mm fader works with the selected track. My question is: How can I use the touch screen to select the desired track (instead of using the Track buttons), then use the V-Studio 100 fader to act on the track selected from the touch screen?

    1. V100 react on WAI position only (WAI position is color indicated on the left side of Track View and lower side of Console View). You can change it from V100 (as you already know), but you can change it at least by mouse (with right click). I do not have a touch screen, so I do not know either that is possible without mouse.
    2. Some surfaces (V700, Mackie) are able to follow "focused" (highlighted) track. V100 is not doing that.
    3. For quick changing controlled track from V100, operate Value encoder while pressing TRACK button.

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    #4
    Afrodrum
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    Re: What happens to customer support? 2016/06/25 20:34:44 (permalink)
    scook
    Could post the question here.


    And give up expecting the answer from customer support? Over three weeks passed now, the case has number, come on

    Windows 10/64, Intel i7 Xeon X6575 3,07GHz, 24Gb RAM, chipset: Intel X58 Express, Kingston SSD 240Gb,  Sonar Platinum , Edirol UA-25.  (Some extra VSTs: PSP almost all/  IK - AT4, ST3, / AAS - all/ TH3 full/ +10dB/ Melodyne Editor). EVE sc205 monitors, Defil Kosmos guitar, blue lava lamp, ashtray.  And there is some great music you may find at: https://soundcloud.com/pawel-jan-1
     
     
     
     
    #5
    scook
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    Re: What happens to customer support? 2016/06/25 20:41:09 (permalink)
    Never suggested that. Could do both. The choice is yours.
    #6
    Afrodrum
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    Re: What happens to customer support? 2016/06/26 16:29:37 (permalink)
    scook
    Never suggested that. Could do both. The choice is yours.


    It is both purchase and technical, I preferred not to involve everyone here. I guess it is a level of service we better not accept.

    Windows 10/64, Intel i7 Xeon X6575 3,07GHz, 24Gb RAM, chipset: Intel X58 Express, Kingston SSD 240Gb,  Sonar Platinum , Edirol UA-25.  (Some extra VSTs: PSP almost all/  IK - AT4, ST3, / AAS - all/ TH3 full/ +10dB/ Melodyne Editor). EVE sc205 monitors, Defil Kosmos guitar, blue lava lamp, ashtray.  And there is some great music you may find at: https://soundcloud.com/pawel-jan-1
     
     
     
     
    #7
    azslow3
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    Re: What happens to customer support? 2016/06/27 07:44:29 (permalink)
    Afrodrum
    scook
    Never suggested that. Could do both. The choice is yours.

    It is both purchase and technical, I preferred not to involve everyone here. I guess it is a level of service we better not accept.

    I agree that with purchase problems Cakewalk is the only reasonable contact.
     
    But many purchase question was already discussed in this forum, and sometimes you can be pointed to correct post (from Cakewalk) with clarification.
     
    With technical questions that is different. As you can guess, the first level support in any company normally has less experience with the product then "power users". Also bugs confirmed by community can be processed faster.

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    #8
    robert_e_bone
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    Re: What happens to customer support? 2016/06/27 12:38:19 (permalink)
    There ARE some major response issues with Cakewalk technical support, for about a month or so now, and they are certainly aware of it.  They rolled out a brand new support model a month or 2 back, and they have had nothing but headaches and issues trying to resolve all of that
     
    They have repeatedly apologized for the delays in response, and certainly understand the magnitude of the situation, and are working feverishly on resolving those issues.
     
    In the meantime, as suggested by others, PLEASE feel free to post your issues in these User Forums, as the forum community has some of the best folks in the business, and they will work VERY hard to help anyone willing to engage in the process of analysis/resolution. :)
     
    Bob Bone
     

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