I've tried email tech support and haven't gotten a response in about 3 weeks other than the automated initial response. I've even replied to the initial email 2 or 3 more times with no response.
 
So I plan on trying the phone support. How long is the typical hold time? Or do you leave a phone number and they call you back? Are they busier than usual?
 
Any comments will be appreciated.

The very few times, 2 or 3, that I have had to use a phone call, they were answered very quickly and helped me with my problems.  The last time was two years ago.  I assume that they are as good now.
 
Hope this helps.

I called with a problem with the brouser window. He stayed with me and also worked through the problem until it was finished. Fantastic support. Not many companys out there that do the same.

Their phone support is great. Most companies want to take your money and forget you. It's great having a real human on the other end of a phone call for change.

In my experience, phone support changed from the most frustrating thing on the planet to an excellent experience within one session...
 
My call was about registration as I couldn't get the redemption code to work and therefore couldn't even begin the install. As I was calling from the UK, I felt that a phone call was the last resort but I gave it a go.
When I got through, I waited for about 20 minutes while my queue-number reduced before finally being cut off.
Grrrrrr...
 
I bravely tried again, this time the queue-time estimate was even longer but was interrupted by a very helpful lady. When I said I was calling from the UK, her first comment to me was 'quickly - give me your e-mail address so you can get off the phone and we can do this without costing you more money'.
 
She mailed me straight away and, over the course of half a dozen -mails, I was (mostly) sorted.
After we were done, I received a few more mails over the next couple of days, to make sure that everything was OK - I even had a gift voucher sent to my account to help refund the money I spent whilst waiting on hold when I made the first call.
 
So, pretty good I'd say!
 
Frink.

Eeek - mail got sent twice somehow there...
 
Thought I'd delete the second one to spare you the re-read.
 
Erm... so how ya'll doin' then?
 
'kay. I'll be off now.
 
F.

I dreaded calling tech support, figuring I'd be on hold forever. I must say I'm very pleasantly surprised and pleased. I called and a nice female voice said my hold time would be about 6 min. It seemed like it was less than that.
 
Philip got on the phone and was very helpful and conscientious. I had about 4 or 5 issues. He carefully considered each one. Came up with a few solutions and will get back to me about my most pressing issue of the sus pedal problem and also another problem I hope is related to that one, which involves only recording Ivory, where X3 seems to be losing note off messages, right before auto punch which creates a roar of sustain, which is very distracting when punching in
 
I can't even remember how long it's been since I talked to tech support possibly 10 years. I always gotten solutions from the forum. IN the past it seems Cakewalk was a lot more active in solving issues in the forum. Maybe a phone call is better for their efficiency and they changed the way they do things. He also gave me his email address and he said since we now have a working relationship, he'll reply to my emails, unlike regular email tech support. So this is good, I'm pleased and impressed and hope he can solve the other issues.

I can't speak for the new owners but when Roland had bibs in the company and even before the wait times were reasonable and the help that I got from the tech person was invaluable. It has been one of the best phone supports I have dealt with. Since Gibson bought in....... your guess is as good as mine.