I didn't ask you to not post... but advising people to use the Problem Report form for Customer Service is not helpful. It is the exact opposite. Please stop doing it. I'm not trying to have an argument with you, I'm trying to help customers and move on.
 
I understand your intentions are good, I'm just asking you to work with us versus against us.

Guitarmech111
I will post where I feel I need to as far as helping a fellow user.

It's sad that I have to say this but...

Remember whose playground you're in. Continually arguing with moderators and trolling, which I called you out on in another thread today, is a quick way to get a break.

They made a mistake, and acknowledged it.
 
Cakewalk is a bit strapped to do this, but they have made a strategic planning decision to maintain FREE technical support, where a lot of other companies charge.
 
Ryan, and others, when made aware of things that slip through the cracks, or of issues that have been problematic due to a human or system error, have historically done a pretty good job of jumping in to resolve such situations, and he did this here as well.
 
It's not perfect, but what HAS remained steady is their willingness to jump in and address this kind of stuff, so why not lighten up a bit?  He just offered to immediately correct the problem, and to react to direct email/PM for future issues of this nature - where there is a lag in support response, for whatever reason.
 
The guy just explained why using the ticket system causes more slowdowns, and you just pretty much inferred, in effect, that you don't care if other people or the system are impacted - that if your expectations are not met that you will deliberately continue to abuse the system.
 
Bob Bone
 

Ryan Munnis [Cakewalk]
I didn't ask you to not post... but advising people to use the Problem Report form for Customer Service is not helpful. It is the exact opposite. Please stop doing it. I'm not trying to have an argument with you, I'm trying to help customers and move on.
 
I understand your intentions are good, I'm just asking you to work with us versus against us.

ok, agreed. sorry...

Ryan Munnis [Cakewalk]
 The best thing to do would simply be to reply to the staff member that sent an email to him last week. This would have notified our guy immediately.
 
If people are not hearing back, I'd recommend calling in or sending me a Private Message on the forum. I'm always more then happy to investigate as well.

I understand your point re how using "incorrect" methods of getting a response may be unhelpful to you, but I also understand the frustrations people feel when trying to get a simple response sometimes. I won't name names here, but a member of your staff has been "looking into" a problem I have with Z3ta+2 for months now and hasn't responded at all to any of my reminder/any progress emails. The same person also asked for PMs from those who didn't get the December session drummer offer in their accounts and whist I can't speak for the others, nothing has been done about this either in my case. The specific thread about this has now been deleted, so I guess that's that ?
 
I'm not saying all this just to be a "troll" or to bash you for the sake of it, but I think you need to appreciate that your company's level of customer service is really quite poor at times and to be a little more understanding when people get fed up of waiting and use non conventional ways to try and resolve their issues.

paulo

Ryan Munnis [Cakewalk]
 The best thing to do would simply be to reply to the staff member that sent an email to him last week. This would have notified our guy immediately.

If people are not hearing back, I'd recommend calling in or sending me a Private Message on the forum. I'm always more then happy to investigate as well.

I understand your point re how using "incorrect" methods of getting a response may be unhelpful to you, but I also understand the frustrations people feel when trying to get a simple response sometimes. I won't name names here, but a member of your staff has been "looking into" a problem I have with Z3ta+2 for months now and hasn't responded at all to any of my reminder/any progress emails. The same person also asked for PMs from those who didn't get the December session drummer offer in their accounts and whist I can't speak for the others, nothing has been done about this either in my case. The specific thread about this has now been deleted, so I guess that's that ?
 
I'm not saying all this just to be a "troll" or to bash you for the sake of it, but I think you need to appreciate that your company's level of customer service is really quite poor at times and to be a little more understanding when people get fed up of waiting and use non conventional ways to try and resolve their issues.

Paulo, with all due respect there's more to this conversation then you're aware of. I just had a conversation about support with Conley a few days prior to this thread. Sorry to have our conversation out in the open like that, but it was already discussed and I didn't want to beat a dead horse. I think both Conley and myself (maybe I'm assuming) have an appreciation already for where each of us are coming from.
 
Believe it or not, I think you're actually inadvertently proving my point. Our Customer Service/Technical Support system only has three cases (87957, 121219, 120864) from your email address, all of which are resolved. It sounds like whoever is looking into your issue is outside of the support umbrella, thus myself and my staff have nothing to notify us you're waiting on something.
 
If you want to PM me the details, I'll look into it. I have a few other PMs from forumites today that I need to look into as well.
 
Everyone, please just keep working with us. I mentioned elsewhere, but Cakewalk is going through a lot of changes (for the better) currently. I hear everyone loud and clear and understand where you're coming from.

Ryan Munnis [Cakewalk]

paulo

Ryan Munnis [Cakewalk]
 The best thing to do would simply be to reply to the staff member that sent an email to him last week. This would have notified our guy immediately.

If people are not hearing back, I'd recommend calling in or sending me a Private Message on the forum. I'm always more then happy to investigate as well.

I understand your point re how using "incorrect" methods of getting a response may be unhelpful to you, but I also understand the frustrations people feel when trying to get a simple response sometimes. I won't name names here, but a member of your staff has been "looking into" a problem I have with Z3ta+2 for months now and hasn't responded at all to any of my reminder/any progress emails. The same person also asked for PMs from those who didn't get the December session drummer offer in their accounts and whist I can't speak for the others, nothing has been done about this either in my case. The specific thread about this has now been deleted, so I guess that's that ?
 
I'm not saying all this just to be a "troll" or to bash you for the sake of it, but I think you need to appreciate that your company's level of customer service is really quite poor at times and to be a little more understanding when people get fed up of waiting and use non conventional ways to try and resolve their issues.

Paulo, with all due respect there's more to this conversation then you're aware of. I just had a conversation about support with Conley a few days prior to this thread. Sorry to have our conversation out in the open like that, but it was already discussed and I didn't want to beat a dead horse. I think both Conley and myself (maybe I'm assuming) have an appreciation already for where each of us are coming from.
 
Believe it or not, I think you're actually inadvertently proving my point. Our Customer Service/Technical Support system only has three cases (87957, 121219, 120864) from your email address, all of which are resolved. It sounds like whoever is looking into your issue is outside of the support umbrella, thus myself and my staff have nothing to notify us you're waiting on something.
 
If you want to PM me the details, I'll look into it. I have a few other PMs from forumites today that I need to look into as well.
 
Everyone, please just keep working with us. I mentioned elsewhere, but Cakewalk is going through a lot of changes (for the better) currently. I hear everyone loud and clear and understand where you're coming from.

 
Thanks for your response Ryan.

FYI and with due respect to you, the reason for my Z3ta issue being dealt with "outside of the umbrella" is because one of your colleagues on this forum PM'd me and asked me to email the details to the person in question so that they could deal with it, not because I was trying to bypass the system, so no, in this case it doesn't really prove your point at all.
 
As far as that goes, it appears that X3 has "fixed" whatever the problem was, though it still happens every single time in 8.5PE, so don't ask me what is different, but as long as I'm using X3 and not 8.5 the problem seems to be resolved so it's not such a big deal for me right now The fact remains though that after some initial interest this has been basically ignored for a long time despite several reminders / follow up enquiries directly to the person who was supposed to be dealing with it, which is why I made the point.
 
The other issue was the December Session Drummer freebie for X3 customers that didn't appear in my account. The specific CW issued thread that related to this asked those who didn't have it in their accounts to PM their details to the OP so that it could be sorted, which I duly did. Weeks later, still nothing in my account and now the thread is deleted.
 
FYI my account has for some reason never shown my registration of 8.5PE, which was done a time of launch and still doesn't show my registration of X3 Producer, although the accompanying Gobbler offer is there. I'm not worried about this particularly as I have boxed sets of the software and keep careful note of auth codes etc, but I mention it as it may help to ascertain why things are not appearing in my account that should be there.

I don't think cakewalk staff should have to explain themselves to anyone, Im seeing too much of it these days.
I belong to other forums where if you say something even remotely disrespectful or off kilter, your gone !
so I think we should all be thankful we have such a great community that really lets us express our opinions, even about other vendors ;-)
 
but there has to be a little bit more respect here for staff.
we have no idea what the inside of support looks like, we cant pretend we do.
not trying to gain bum kissing points here, I have no reason too.
im only pointing out common respect.
the freedom which we are allowed to share our problems. its a gift, less not forget that.

Thanks.Sorry to have caused a ruckus. Can you please explain what I should have done as your explanation was not clear. Did you mean contact the individual who sent the original download links?

I agree with chuckebaby... (and I am going to vent a bit, I guess, after reading what I wrote).
 
Ryan, Noel, Seth, Drew, Dan, etc. posting to threads to defend general griping is detracting them from what they do. When they come in to explain "why" things work this way or that is AWESOME (and this is a privilege not a right). I have seen very few forums where the people responsible/accountable for software even step up to the plate, let alone with such grace.
 
They do read and are aware of things in the forums, so let them do their job rather than wasting the time defending anything. I would much prefer them to fix what they see here, rather than have to cater to "special case" scenarios. Even to other forum members, it can come across as "why is your issue more important than mine."
 
Unfortunately, common courtesy is far too uncommon.... please exercise some respect for others.
 
Sorry about that... end of rant
 
Edit: PeeBus this was NOT directed at you, so please do not misconstrue the context.