I've sent 2 email support requests to Cakewalk for different issues over the last month. I haven't called them (because they weren't really urgent), but I have yet to see any response. The first one was near the beginning of January, and the second one was about 10 days ago. I have double checked my gmail spam folder, but I totally get that I may have missed them.
 
I've also submitted a few things via Problem reporter (and the crash dialog box that pops up inside the application) and have never received anything. Is that normal?
 
I'm not looking to start a battle or ****-fest, I'm just trying to figure out what the normal response time is supposed to be.

The perception is that email contact is less likely to get any response than phoning during the offered window; problem reporter needs an email address to provide feedback; sometimes making a fuss here is the most effective way.... Good luck!

Sadly my perception is that with emailing support thought the support form, you are unlikely to get any response (esp from what I've seen in these forums).
I have only ever tried to contact Cake once, and that was three weeks ago (about this issue):
http://forum.cakewalk.com/Move-Programs-folder-for-Dimension-Pro-m2967447.aspx
 
Three weeks still no dice, and no I won't ring them up (yes I've checked my spam folders etc).
 
My view is that once you've emailed, a ticket should be generated and you should be able to log into the website and view it's status, I don't think that happens.
 
Anyway my system isn't broken... so I'm not sweating about it, it's disappointing though. Cake if you still need some techie guys on board to answer and troubleshoot stuff please give me a shout. I can even implement an online ticketing system if you want one.

CakeAlexS
 
My view is that once you've emailed, a ticket should be generated and you should be able to log into the website and view it's status, I don't think that happens.
 
Anyway my system isn't broken... so I'm not sweating about it, it's disappointing though. Cake if you still need some techie guys on board to answer and troubleshoot stuff please give me a shout. I can even implement an online ticketing system if you want one.

I totally agree with this - You get a pleasant "thank you for opening a ticket" email, but there is no reference number. Just about any other helpdesk/ticket system does this. The one I built myself years ago for a group within my company does this.
 
Yea, my 2 issues (bugs) aren't huge. One is that it crashes when I try to use any of the master buses in Console view. I've altered my behavior to avoid doing that. The other is BitBridge not properly allowing me to save preset changes when using my OP-X and OP-X II VSTs. I've already gotten a lot of help on this forum for both of those issues, so I can still work.
 
Unfortunately, I'm usually at work during normal support hours, so my time to call on the phone is limited. Maybe I'll take a day off one day soon and use that time to call.

We do generate a ticket, we just don't let customers log in to our system. The fact that you didn't get the return case number is a bug. I just tested it and it didn't send the case number, which it should. I'll get that fixed quickly.
 
FYI, we don't reply to Fault Reports. This is stated in the fault report itself. I've discussed this a few times, but the Fault Report itself provides an explanation for what happens next. The following text is pulled directly from the Fault Report status page:
 
---
Thank You for Submitting Your Fault Report!
We appreciate you taking the time to send us your Fault Report. We're sorry you have run into a crash. Using this information we will work our hardest to make improvements and provide our customers with the best products possible.
 
What happens next?
When you submitted the report details, a .dmp file generated at the time of the crash was also sent to us behind the scenes. This file will be run through an automated debugging system that will analyze whether or not the crash was related to something faulting in your Cakewalk program or whether or not it was from a third-party plug-in, utility or hardware device.
 
Using this information we can then isolate stability issues with aspects of the Cakewalk program as well as notify third-party companies of compatibility issues.
 
PLEASE NOTE:
This is an automated system that is used for isolating and resolving stability issues. Should our developers require additional information, they will update the report with any questions and contact you via the provided email address. Please understand that you may not receive a reply unless further information is needed or the issue is resolved.
 
Also, please note that this form is NOT for Technical Support and is not reviewed by our Technical Support staff. Should you require Technical Support, however, we encourage you to contact our team so they can assist you directly.
 
Thank you once again for your support, and thank you for choosing Cakewalk!
---
 
I hope that helps to explain why you didn't get responses to those.
 
So really we have one ticket opened on 1/28. Sadly, we're still backed up a bit and in those cases sometimes calling in is just easier. I'm sorry for the delay. I'll ask someone to look into your case today.
 
 
 
@ Alex,
 
PLENTY of people get responses. Your perception is based off the minority. I also think you're being a bit unfair considering cases 5779, 6384, 6386, 6713, 6359 , 11684, all were from you, have multiple emails back and forth, and were mostly fielded by myself. I did just find your unanswered ticket however regarding a forum thread you were asking us to jump into.
 
Can I politely ask you to not try to spread the perception that people can't get help from us directly, that we can't implement a proper ticketing system, and that we can't find talent? We help countless people every day, have a very advanced ticketing system, bug reporting system, crash analysis system, etc. Honestly, it's a bit morally defeating considering how much of ourselves we put into this community and supporting our products.

My one experience with Cakewalk tech support was flawless. I submitted a report, they got back to me with the solution. I forget the timeline but it was better than what I have experienced with some other vendors
 
Regards,

I just corrected the issue with the Technical Support form not returning a case number. Sorry about that!
 
Added bonus to this fix, I also updated our reply to behavior so if you respond to the email notification you receive it will append our internal case so we can see any more notes/attachments you might want to add. This helps everyone since it all ends up in one place.

Cake's support never let me without an answer but, this time, I sent an email, received the ticket number (Case 126533) but no response at all.  I simply need to change my email login for my Cake's account.  I didn't find the place to do it and I think only Cake's staff can. Other reason for not receiving an answer could be the place I chose to post it (Order support) but I couldn't find a more appropriate one...

Atsuko
Cake's support never let me without an answer but, this time, I sent an email, received the ticket number (Case 126533) but no response at all.  I simply need to change my email login for my Cake's account.  I didn't find the place to do it and I think only Cake's staff can. Other reason for not receiving an answer could be the place I chose to post it (Order support) but I couldn't find a more appropriate one...

I'll reply to you directly since it pertains to account info that we shouldn't post publicly. 

Hi, Ryan,
 
thanks a lot!  I just replied to your email.