hockeyjx
You have the CTO helping someone in another thread who has his settings so out of whack, that is what a wonder X3 worked at all.

Think you're talking about me....

Seth Kellogg [Cakewalk]
Yevster, I just took a look at your project and your report.
 
It consisted of:
 
MIDI Clip copied from another track is silentDescription:

1. Open attached project.
2. Play from now time (or around bar 74)

Expected Results:The unmuted clip on track 20 should play audibly.Actual Results:The clip on track 20 does not play. However, any other clip recorded onto that track or any MIDI input set to the track will play just fine.
  
The take you were having a problem with had a rogue controller envelope of Velocity = 0. Once the clip was bounced it behaved as expected. In this case, calling support may have helped you and without the public humiliation. There was very little in that report to really give us anything to go on.

Calling support would have taken longer than to work around the issue. It would have been far more constructive to simply reply with the information you just listed when marking the bug "not a bug". I had no way of knowing about that envelope because I didn't create it.  The clip in question was ctrl+dragged from a different track, and the original played just fine. I will attempt to reproduce, and if I do, update or resubmit the ticket. The point is, a description of why the issue was rejected, even it's due to apparent user error, would have allowed me to determine the best step without the extra hassle for both tech support and myself.

How dare they ask to be contacted! How dare they ask and not EXPECT it, but simply request it!
 
What are they trying to do, help or something, or do they just want to waste our time on the phone?
 
Given their not so endless resources, that does not sound very economical to request a phone call for nothing!
 
How dare they!
 
Lance
 
 
 
 

Am I missing something here??
 
The fact that cakewalk is as responsive as it is to these forums and the problems listed here, is one of the big reasons we just got, quite possibly, one of the most stable releases in a DAW ever. X3 is a direct result of the participation/collaboration of the forum members and Cakewalk.
 
Why call Tech Support??   probably because its simply faster to solve problems in real time. The fact that its even possible speaks volumes. Try that with Apple or Avid ect.

Ok, let's break this down. For any bug report, there are these possibilities:
 
1. User error
2. Insuffucient information/unable to reproduce
3. Not a bug/As Intended
4. Bug
 
In the first case, simply informing the user of his error is enough to end the work flow. If the user doesn't understand the error of his ways, he can contact tech support for explanation. In the third case, the status update is all the user needs. If he doesn't know how to work around, he can contact tech support. Ditto for the fourth case. In the second case, the missing information can be requested, and the workflow can be suspended or terminated until the information is provided.
 
"Contact tech support" implies "everything's ok, you just don't know what you're doing". That statement could well be true, but it would help to know how that conclusion was reached, in case some information turns out to have been omitted.
 
And yes, paying customers, unlike beta testers, are well within their rights to expect fewer hassles rather than more, especially when they're trying to go the extra mile, well, maybe the extra five or six yards, to report bugs.
 

yevster
Ok, let's break this down. For any bug report, there are these possibilities:
 
1. User error
2. Insuffucient information/unable to reproduce
3. Not a bug/As Intended
4. Bug
 
In the first case, simply informing the user of his error is enough to end the work flow. If the user doesn't understand the error of his ways, he can contact tech support for explanation. In the third case, the status update is all the user needs. If he doesn't know how to work around, he can contact tech support. Ditto for the fourth case. In the second case, the missing information can be requested, and the workflow can be suspended or terminated until the information is provided.
 
"Contact tech support" implies "everything's ok, you just don't know what you're doing". That statement could well be true, but it would help to know how that conclusion was reached, in case some information turns out to have been omitted.
 
And yes, paying customers, unlike beta testers, are well within their rights to expect fewer hassles rather than more, especially when they're trying to go the extra mile, well, maybe the extra five or six yards, to report bugs.
 

Let's not go overboard with this. This was one case that someone decided would be better managed via email or phone and that did not clearly identify an issue that could be quickly escalated to development. I already explained earlier in thread why we have separate systems. We're working extremely hard to push as many fixes into SONAR X3c as possible. 
 
There's no need to get overboard arguing about the process. You can make assumptions all you want, but the fact is we're talking one case that you are unsatisfied with how it was managed and have decided to start a thread about to try to make a public statement versus just private messaging me, calling us, emailing us, filling out another Problem Report, etc. The forum is not the place for this. I'm sorry if you feel this was a mistake. Nobody was trying to give you the run around. The guy that worked on your case is probably one of the best assets Cakewalk has. I'm sure he would have loved to have talked to you about it.
 
Let's discuss the issue instead. That's much more important than trying to point fingers at how you feel we're doing our jobs.

Yevester, there's also the other side of the coin. Which is some users like that they can contact tech support and get help immediately. We still offer free phone support which is a good thing. We can't decipher whether it's better to email a solution or have a customer call. Every customer is different. I am sure if we didn't offer free support, a customer might say 'why can't I just call and get help'.
 
Either way, we are committed to helping resolve issues. In many cases, it's just easier to talk to the customer directly and help resolve the issue. You could also use email support if you don't want to talk directly. It's not like we said we don't want to help you :)
 
PS - What happened to your happy pic with X3?

Ryan Munnis [Cakewalk]
 
 I'm sorry if you feel this was a mistake. Nobody was trying to give you the run around. The guy that worked on your case is probably one of the best assets Cakewalk has. I'm sure he would have loved to have talked to you about it.

I have no doubt about the rock-solid abilities of the people at Cakewalk or the earnestness of their commitment. The concern here is with the ease of reporting issues. The harder it is to report issues, the less likely users will report them. That simple.</rant>
 

Andrew Rossa [Cakewalk]
PS - What happened to your happy pic with X3?

The honeymoon ended very abruptly once I started using Sonar in earnest. After switching back to Sonar from Cubase (and before that, Studio One), I found myself spending a lot of time dealing with Sonar's unique quirks, at the expense of working on music, than I had with Cubase, StudioOne, and Reaper. The features in Sonar make it very tempting to come back to, but my usage experience (which may be very different from that of others) makes it very tempting to leave again.

Andrew Rossa [Cakewalk]
Yevester, there's also the other side of the coin. Which is some users like that they can contact tech support and get help immediately. We still offer free phone support which is a good thing. We can't decipher whether it's better to email a solution or have a customer call. Every customer is different. I am sure if we didn't offer free support, a customer might say 'why can't I just call and get help'.

It doesn't need to be an either-or proposition. When rejecting a bug report, just indicate why it was rejected, and let the customer decide whether or not he needs tech support.

@ the Cakewalk Peeps.
 I don't think the OP is out of order. I have myself felt flipped off by software support channnels (not Cakewalk's) in the past. I inform the company of my problem through their " click here for support", fill in the form, and later, get told by them to contact some other element in their own organisation. To me, and my bizzare anarcho-something leaning, makes me feel like I am being treated like an element in their organisation. Why should I contact another department when I just contacted you?( Well , not you really, like I said before, some other company's) That's just a feeling I get. I submit to it because I want my problem solved, but I don't like it at all.