Daylaa

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....

 
Actually, I wasn't. Were you perhaps raised Catholic?   (bad humor by someone raised Catholic).

Well, since this thread is still going on...
 
Having worked in tech support for 16 years I get what's being described here, from both angles.  If every "contact support" reply were instead an explanation of why that's the recommended action, I'm sure most users would probably like it.   However, the bandwidth to do that takes away from every other call and email currently in the queue. 
 
The explanation for Yev's issue given earlier was well done.   But I'd imagine there wasn't a backlog waiting while that was being carefully written up for the forum.   And, the cause in this particular case wasn't even terribly complex.    Add in users replying with "I don't understand" "what do you mean" "that's not right", etc, etc, etc, and the potential for going around in circles increases.  Or, users are pissed because 'the answer from CW is wrong or doesn't make sense".   Just because Yev understands the product well doesn't mean that everyone contacting CW does.
 
The only way I can see something like this happening is with an increased head count.  And that takes $$$$, plain and simple.   Maybe CW is headed there now with the success of X3 and with Gibson's help.   Only time will tell.   Until then, the support system is what it is, and working with it instead of against may be best for one's blood pressure.   
 
 
Of course, there's always this forum too.

Lynn

Studious
Yevster,
 
I understand your frustration.  Filling out a bug report is a major workflow-killer!  "Contact tech support" feels like time wasted (you just DID contact tech support).  You then have to make new contact and re-describe everything.
 
But...I think you're being overly-stubborn.  You took the time to post this thread and reply to it several times already.  With a fraction of this energy you could've already contacted tech support.  Did they specifically say "call"?  I assume you could just email them.
 
In the meantime, you could use the forum to try to resolve or verify your issue.  Best of luck!

I 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.  He said not to leave my program idle for any length of time.  I told him that due to unforeseen circumstances, it wasn't always possible nor desirable to do so.  This has never happened before, and after removing TE from my project, I haven't had a problem since.  This could have been explained in the e-mail they sent me, but instead, they chose to send me on a wild goose chase with nothing being resolved.
 
Since this is such a minor problem, it's not worth losing sleep or time over, but it could have been handled better.

Seth Kellogg [Cakewalk]

yevster
Having been a beta tester for three years, I would submit that the accusation of "not wanting to hep them track down and fix a bug" doesn't quite apply :) However, the effort that is expected of paying customers is, ironically, much greater than that which is expected of beta testers. The bug submission form, which requires you to fill a separate box for every step and makes editing difficult, is unnecessarily painful. If, on top of that, Cakewalk wants me to spend time and money on phone calls so that they can fix their software - I hope I can be forgiven for finding that a bit excessive.
 
I get it, Cakewalk is tragically understaffed and needs all the help it can get. But I bought their software out of self-interest, not altruism. It's bad enough that so much is broken after two patches. It's worse that paying customers are expected to go out of their way to help fix things.

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.

EDIT: There may be something going on here in regards to Simple Instrument tracks+lanes+automation, and I'm investigating, but your report doesn't indicate anything about this fact.

Also, we'd like to refer you to the forum TOS:

TOSUnproductive trash talk will be met with criticism and possible disciplinary action including banishment. The same rules apply to trolling and/or posting topics specifically to provoke a negative response.

We'd argue that this topic wasn't posted to spur a positive response.

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. 

Awesome stuff Seth and Cakewalk.
 
I hope the OP feels suitable stupid and embarrassed about their fuss and conduct in this thread.
 
It amazes me how some people scream like spoiled brats, say they want support, and then refuse to play their part to make it happen.
Sure it's not something you want to be happening at all, but it's a fact of life, and the OP here has made a blatent announcement that they refuse to allow Cakewalk to help them with their complaint, if any effort is required from them.
 
Reading through the thread is ... well ... vial.
Hmm, the kind behaviour expected of a pillock.
 
I think others have summed it up quite well - Danny / jb101 etc.
 
 
Cheers - Cliff

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.
 

 
The cost here isn't the cost of a phone call. I work full time, and music is, tragically enough, pushed into the after hours. The cost here would be in leaving work for an hour to drive home, boot up the DAW, call up tech support, resolve the issue, drive back to work - all to report a bug I could easily work around. I'm not saying anything's wrong with the support hours, I'm merely challenging the expectation that users call up tech support to report non-show-stopper bugs.
 
Andrew made a good point about email support. I could easily just fire off an email with the bug report number, and inquire what was wrong with the bug report as submitted. But wouldn't replying to that email take as much or more effort than including a brief explanation in the ticket?
 

jb101
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.

 
The rogue envelope is not a PEBKAC, as I never added it. I can reproduce the creation of the "rogue envelope" without creating the rogue envelope myself. However, as I have not documented the steps I took to create the clip, I wouldn't expect anyone to realize that. Had the report been rejected as a PEBKAC with a two-sentence explanation, the entire conversation would have been moot, as I could respond further. As is, I'll fire off an email to tech support, and we'll see how it goes.
 

cliffr
I hope the OP feels suitable stupid and embarrassed about their fuss and conduct in this thread.
 
It amazes me how some people scream like spoiled brats, say they want support, and then refuse to play their part to make it happen.

As a customer, I have no part to play. No product is bug-free, but the experience of using Sonar in the past week has been hellish. And I do not see how that could change when extra hurdles are placed just to report a bug.

If you're a beta tester for Cakewalk then I'd say those days are over.

I know from having applied in the past that to even acknowledge yourself as one means expulsion from the team. Your status as a beta tester is between you and cakewalk only and not to be divulged.

yevster

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.
 

 
The cost here isn't the cost of a phone call. I work full time, and music is, tragically enough, pushed into the after hours. The cost here would be in leaving work for an hour to drive home, boot up the DAW, call up tech support, resolve the issue, drive back to work - all to report a bug I could easily work around. I'm not saying anything's wrong with the support hours, I'm merely challenging the expectation that users call up tech support to report non-show-stopper bugs.
 
Andrew made a good point about email support. I could easily just fire off an email with the bug report number, and inquire what was wrong with the bug report as submitted. But wouldn't replying to that email take as much or more effort than including a brief explanation in the ticket?
 

jb101
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.

 
The rogue envelope is not a PEBKAC, as I never added it. I can reproduce the creation of the "rogue envelope" without creating the rogue envelope myself. However, as I have not documented the steps I took to create the clip, I wouldn't expect anyone to realize that. Had the report been rejected as a PEBKAC with a two-sentence explanation, the entire conversation would have been moot, as I could respond further. As is, I'll fire off an email to tech support, and we'll see how it goes.
 

cliffr
I hope the OP feels suitable stupid and embarrassed about their fuss and conduct in this thread.
 
It amazes me how some people scream like spoiled brats, say they want support, and then refuse to play their part to make it happen.

As a customer, I have no part to play. No product is bug-free, but the experience of using Sonar in the past week has been hellish. And I do not see how that could change when extra hurdles are placed just to report a bug.

Dude, you make such a HUGE mountain out of a mole hill.
 
Your arguments are so nonsensical, it appears quite plain that you like to be as difficult as possible, when the answers and soultions are so simple ... well obviously not for you.
 
As above - Andrew makes a good point :-)
They did NOT say "You must phone tech support or you're on your own".
 
They said "Contact Tech Support" - which if you're so bloody minded about refusing to do, you are refusing their support.
 
Why don't you just go poke yourself in the eye with a sharp stick or something ... I get the feeling you might enjoy the pain - you seem to be getting off on it here.
 
Oh well, some people are happy making fools of themselves.
 
Did I mention the appearance of "Pure Hostility" ?.
That's how you look.
Not reasonable, rational, or friendy at all - more like the opposite on all counts I'd say.
 
From the diatribe here, I'd be happy to say I wouldn't want you as my customer.
You've been given such courtesy here, both by other AND the Cakewalk staff - none of which you would appear to deserve.
 
What's amazing, is even after all this, you don't seem to see it !.
You just want to complain more and behave like a badly spoiled child.
 
I for one would be grateful if you took your noise somewhere else.
 
- Cliff

mudgel
If you're a beta tester for Cakewalk then I'd say those days are over.

Not am. Was. Some time ago.

I provide technical support for applications that I have written. And my favorite saying is: "How come you never call when it works correctly?"
 
Regards,

If this were a Monty Python sketch, a knight with a rubber chicken would have ended it a long while back.
 
1.  I think the Cakewalk folks have expressed themselves quite well in this thread.
2.  I believe the OP to be in violation of the terms of service of this thread, and certainly has blown off what was an agreement to confidentiality - that is bad form.
3.  I believe a great deal of time and effort has been expended in this thread that could have well been better spent assisting those who are willing to engage in being assisted, and that continued time and effort on this thread would be a dis-service to the remainder of the forum.
 
I could go on, but see no point in extending this thread.
 
Bob Bone
 

<deleted>
 
Thought better of it.