Cakewalk subscription issues

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kenny@vhprecords.com
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2016/06/01 17:24:28 (permalink)
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Cakewalk subscription issues

Please Cakewalk contact me regarding this. I have had to buy another subscription because my existing one mysteriously vanished despite me paying for it. To say this is a disaster is an understatement. You are causing me a lot of mental grief with this and the lack of contact is not acceptable. I've been a Cakewalk user since 1996. 
#1

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    kenny@vhprecords.com
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    Re: Cakewalk subscription issues 2016/06/02 18:54:33 (permalink)
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    Ok so it is clear to me that Cakewalk are not interested in resolving my issue. I even arranged a callback from support and received nothing. So you are happy to double bill me and screw up my subscription and then refuse to contact me to resolve this even though I have raised 3 support tickets. This is terrible and shows a lack of basic customer service. NOT HAPPY!
    #2
    bitman
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    Re: Cakewalk subscription issues 2016/06/02 23:50:05 (permalink)
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    I gotta say it's painful to watch you be ignored here and apparently from "Support" too. It seems like it's time to put that in quotes now.
     
    I don't know what to tell you other than try to beat on CleverBills some more.
     

    lsb
     
    https://www.reverbnation.com/ronnierocks
     
    #3
    Keith Albright [Cakewalk]
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    Re: Cakewalk subscription issues 2016/06/03 08:22:48 (permalink)
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    Sorry for the issue, customer service will look into it.
    We are working to address the backlog, again apologies this has caused you trouble.
     
    Keith

    Keith
    #4
    PilotGav
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    Re: Cakewalk subscription issues 2016/06/03 08:54:01 (permalink)
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    Keith,
     
    Having to deal with a backlog is understandable. 
     
    Not even contacting a use just to let them know their request has been received and not being ignored isn't.
     
    In 2016 there's no excuse for a company like Cakewalk to not  have a proper support system in place. I have clients with as little as 4 employees who have complete support/ticketing systems which I've put in place for them. 
     
    Gavin
    #5
    Willy Jones [Cakewalk]
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    Re: Cakewalk subscription issues 2016/06/03 09:56:03 (permalink)
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    PilotGav
    In 2016 there's no excuse for a company like Cakewalk to not  have a proper support system in place. I have clients with as little as 4 employees who have complete support/ticketing systems which I've put in place for them. 
     



    That's a broad assumption and not accurate. We do have a complete support/ticketing system. It even integrates all the way down to our product planning and source control so we can track an issue from customer contact, to committed code.
     

    Not even contacting a use just to let them know their request has been received and not being ignored isn't.

     
    This is another false assumption, when you submit a support email on our website you get a confirmation email that includes your case number.
     

    Willy Jones 
    Cakewalk
    #6
    PilotGav
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    Re: Cakewalk subscription issues 2016/06/03 12:08:01 (permalink)
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    You're right. I was making assumptions and I apologize.
    #7
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