I don't expect the bug triagers to solve my problem for me, if the problem is, indeed, mine. All I ask to be told why a bug report was rejected, so that I can decide whether it's worth calling tech support about.

Guys, again, you're making assumptions this is how all cases are handled based off one example.
 
Yevster, your bug wasn't "rejected". Our guys thought they could help you resolve it. There's a huge difference.

Got it. Thanks.

yevster
Ok, let's break this down. For any bug report, there are these possibilities:
 
"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.

I reacted very much like you did when I got rejection after rejection on bugreports.
 
From before we know support, if answering at all it will take a month or so for them to keep up with incoming flow.
 
So I took my most important issue and filed to support - and it's just past two weeks now - so there are another couple of weeks before anything happends in that end.
 
So what happends is that these issues don't make it getting fixed to X3c. That is why support is useless - and why rejection of bugreport with reference to support is a slap in the face. We get a few fixes maybe up to X3d in the best case - then it's another year till next chance.
 
All the years I've done developing and learned that one symptom does not always direct you to immediately see what is going on - but summing up all reports you start to see a pattern - and can nail problem down.
 
I got the feeling they just throw away bug reports they reject - and they learn nothing. My sole purpose of bugreports is to provide possible information for Cake developers to sum up what is happening in the user end - and keep an birdseye view and nail things down.
- What is the common factor of these reports regarding midi out issues?
 
Now it seems, unless immediately nailing from one report, that is just thrown away. Same old Cake - probably system specific problem - yes, that's what it is - to humour the rejection mails we get.
 
Take the very successful company Samsung that now have passed Apple in sales and market share. Still after 2.5 years since I bought my phone there are new updated firmware coming up that fix issues - even though two new models Galaxy S3 and S4 has arrived. Their support even call you back to see if it was fixed after contacting them. Did I mentioned they are very successful in what they do, having very satisfied customers.
 
I've seens people here crying over why X2 was it only X2a that was released. Isn't it a pity....

.
 

Seth Kellogg [Cakewalk]
 
.
 

LynnI filled out a bug report recently regarding the Tape Emulator causing a 60 hz hum after the program was idle for a few hours.  I got an e-mail yesterday telling me to call tech support.  I just got off the phone with them, and the CW guy told me that they knew of the problem, but there was nothing I can do about it now.  He couldn't guarantee that it would be fixed in the next update or any thereafter

The 60hz hum issue should be getting fixed in the next point release. 

Seth, thanks for the info.  That is all I was hoping for when I called tech support.  Unfortunately, your man on the ground didn't have that info, or I never would have responded in this post.  Does that mean X3c will fix this, or, are you referring to another update?

Not to get involved, (ok too late) but I just have to say how blown away I am by what I've read here.
 
1. Yev, I feel your pain...but it says you live in Mass....how much could that call cost you if you dialed direct?
 
2. Support hold times have been no more than 2-5 minutes and resolve times have been 30 minutes tops for me EVERY time.
 
I'm absolutely blown away that people in the USA that aren't charged for calls would even complain about this for a second. Let's throw one further....
 
1-888-CAKEWALK means toll free for everyone in the US.
 
One more....just about EVERYONE that has a cell phone these days barely pays for calls. If you are, it's time to change your plan. I've not paid for a call on my cell for about 15 years. ATT with roll-over minutes, no roamer charges, no LD charges.
 
Just about everyone has phones in their homes that have LD in the package that won't cost you additional LD charges. If you are paying for these charges, it's time to change your plan. Verizon and Comcast have great plans if you have them in your area. Magic Jack ain't half bad either.
 
Hey, it's you're right if you feel the need, but I sure can't see where you would be upset a little bit. Ok wait, if you work for a slave driver boss and you just can't find the time to call Cake, that's the only thing I can think of. If that were the case, these Baker guys are quite warm and considerate. An email explaining that you can't call support due to work asking for additional help wouldn't get a reply that said "sorry, call us or go back to Cubase". I'd be willing to bet they would work something out.
 
I had a problem a few weeks ago and had a Baker talking to me in a private message over the weekend and he stayed with me until we knew what the deal was! You can't beat that. Does it happen all the time? I'm sure it doesn't, but these guys truly care about what is going on here with this software. I saw Noel reply to someone on the forum EARLY in the morning. C'mon man....type up an apology and give these guys a chance. You don't realize how good you got it here.
 
If anything, you may have killed your chances due to how you behaved here. If you were from another country, I'm with you, calling might be super hard to do...but since you are in the US and right up the road...man, seriously, was this necessary?
 
-Danny

Danny Danzi
Not to get involved, (ok too late) but I just have to say how blown away I am by what I've read here.
 
1. Yev, I feel your pain...but it says you live in Mass....how much could that call cost you if you dialed direct?
 
2. Support hold times have been no more than 2-5 minutes and resolve times have been 30 minutes tops for me EVERY time.
 
I'm absolutely blown away that people in the USA that aren't charged for calls would even complain about this for a second. Let's throw one further....
 
1-888-CAKEWALK means toll free for everyone in the US.
 
One more....just about EVERYONE that has a cell phone these days barely pays for calls. If you are, it's time to change your plan. I've not paid for a call on my cell for about 15 years. ATT with roll-over minutes, no roamer charges, no LD charges.
 
Just about everyone has phones in their homes that have LD in the package that won't cost you additional LD charges. If you are paying for these charges, it's time to change your plan. Verizon and Comcast have great plans if you have them in your area. Magic Jack ain't half bad either.
 
Hey, it's you're right if you feel the need, but I sure can't see where you would be upset a little bit. Ok wait, if you work for a slave driver boss and you just can't find the time to call Cake, that's the only thing I can think of. If that were the case, these Baker guys are quite warm and considerate. An email explaining that you can't call support due to work asking for additional help wouldn't get a reply that said "sorry, call us or go back to Cubase". I'd be willing to bet they would work something out.
 
I had a problem a few weeks ago and had a Baker talking to me in a private message over the weekend and he stayed with me until we knew what the deal was! You can't beat that. Does it happen all the time? I'm sure it doesn't, but these guys truly care about what is going on here with this software. I saw Noel reply to someone on the forum EARLY in the morning. C'mon man....type up an apology and give these guys a chance. You don't realize how good you got it here.
 
If anything, you may have killed your chances due to how you behaved here. If you were from another country, I'm with you, calling might be super hard to do...but since you are in the US and right up the road...man, seriously, was this necessary?
 
-Danny

I was thinking the same thing!!

@ Danny - I'm with you all the way, again, Danny.  I've had nothing but great support from Cakewalk.
 
I live in the U.K., so telephoning is a little harder, but, if I lived in the states, I truly can't see what this guy's problem is..  Free tech support, by phone..  It's unheard of in this day and age..
 
I thought this poster would be too embarrassed to come back to this thread, as it had been shown to be user (PEBKAC) error with a rogue envelope.  Instead he comes back more aggressive than before.
 
Such a lack of social embarrassment is normally associated with children's TV presenters..

Nicely put Danny. What we always need to keep in mind is there are real people behind tech support at CW. If we would only treat them as we wish to be treated how much nicer things would be. 

John
Nicely put Danny. What we always need to keep in mind is there are real people behind tech support at CW. If we would only treat them as we wish to be treated how much nicer things would be. 

Also nicely put, John.
 
I have dealt with many members and ex-members of Cake's staff, and have found them incredibly helpful - far and above just "doing their job".
 
If I were treated as some of them are, I wouldn't return here.  There is one forum member, who constantly berates posters for being rude, and yet feels that it is acceptable to call for a Cake employee to be sacked (because he didn't like the X3 box), and called into question the character of another (for locking a godparticle thread - can you believe it?).
 
Why do people treat them this way?
 
I am truly grateful for their participation here, in a user forum.