brconflict
Unfortunately, Cakewalk still prefers the old-school method of waiting for us all to call in (typically when the ghosts in the machine run and hide) or report only bugs that are easily duplicated. Most of the issues people have aren't easily duplicated, so support tends to never see a majority of them. How they can fix those issues is by working with people in the forum. Plus, people like me have day-jobs and don't use Sonar except at night. Support or On-Call support isn't available from CW.
To be correct here, us providing a system for users to log bugs and get confirmation of the status a bug is at doesn't mean we don't do anything until that happens. Do you think we don't have other systems in place for logging issues? It sounds like you're implying people at Cakewalk just sit around all day until people complain about something, which is so far from the truth. I don't understand how you can make a statement like this unless you work here and know our day to day operations, which if you did you'd know how incorrect this is.
We work directly with a huge amount of people that never visit the forum ever. Official support methods are in place for people to reach out to us if they need help. We identify a lot of issues, and correct a lot of issues. The ones we can't correct, we follow up with our QA and Development teams. Sometimes we don't have an immediate answer, sometimes we do. We make progress all the time. It is factual that a huge chunk of the time when people fly off the handle about the stability of X2a, we check our records, and find out they've never reached out to us ever... which is incredibly frustrating for us. A lot of the times when we do get to the bottom of it, we find out it's not a problem with SONAR at all. Every time I mention this people think I'm making it up. They reply with "why would someone do that". I can't tell you why, but they just do. It's weird to me.
Anyhow, if you're wondering where my defensive reply is coming from, it is because we need to continually work together and not against each other. Every time I read something about how Cakewalk is not available for support, it hurts both customers and the final outcome of the product.