Seth, that would be my assumption, based on how the business I work for runs. At the very least, I see that an issue or bug report I submitted is indeed being viewed, and that's certainly something positive. Thanks!

brconflict
 
Anyway, these are the methods I'm aware of, minus I left out the Crash Reporter, because we don't really get feedback from that. You never know if the software crash reporter is really sending useful info, or if the server(s) are no longer logging that information (proverbial buffer overload).
 

If it helps put your mind at ease, I have certain mundane tasks I go through every morning of every work day. One of them is "fault reporter maintenance if required". If I don't keep up with it, our devs will start barking at me to fix it ;)
 
It's always chugging away at the latest data from the field.

Ryan Munnis [Cakewalk]

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.

I think what a lot of people don't understand is how this forum is only a very small partition of the users who use cakewalk products.
ive been using cakewalk products for over 10 years now, but I only joined the forum 3 years ago.
there's also those that barely use the internet except to check emails.
 
there are so many things we just don't even know that goes on at cakewalk so im not about to pretend I do.
 

brconflict
How they can fix those issues is by working with people in the forum

 
not a bad idea actually, im only guessing but im just not sure there's as many on cakes staff as we think, so each one of them is stretching themselves hard.

Ryan...wow, that's all I can say. You've actually out-done a Danny D novel! LOL!
 
Seriously, I know your time (and the others that work there) is limited, but it was awesome to get a glimpse into what goes on and I thank you for that. I also think it was pretty huge of you to come on and speak to us in such a great length. You guys part the storm clouds when you interact with us and acknowledge things things like that. I don't know if you guys know how much it means to us, but to me and others, it's huge...seriously.
 
I know it's also hard to interact because people hold you to every little thing you say. That said, when you do make an appearance and share something of value, it makes us all feel you care. I know, we're supposed to know that whether we hear from you or not. But, you know how it is....if you stopped telling your significant other "you cared" well, they start to wonder, ya know? There's so much silence here sometimes, we kind of get the feeling things have changed and may need a little reassurance from time to time.
 
Quick example....
 
I belong to a site that I've been on 100 years. No one ever heard from the owner. He spoke through others....the natives got restless several times to where one time, they were just out of control. This forced the site boss to appear and it also forced him to take an interest in those that put food on his table and at least interact with them once in a while. Can you see my point? Granted, I know it's not always do-able, but it sure does help when we have your presence...even if you forcefully mention "there is no set in stone answer for this right now".
 
Anyway, thanks again for that post. I'm sure it made everyone feel better about things and was a super informative read. :)
 
-Danny

X2 is a great program. Just needs a patch.
 
Vista? I never liked Vista.
 
That is all.

robert_e_bone
As I said - why not post some of those issues here in the forum?  Maybe between everybody some sort of resolutions and/or workarounds could be realized for you.

It seems to me a good part of the frustration would be addressed if the company would simply say whether they plan to do any more patch cycles for X2.  If there is an intention to release a further patch set, it seems really foolish for Cakewalk to keep that a secret.  Therefore a reasonable person must assume that WYSIWYG with regards to X2.  That is why people are frustrated, I believe.
 

All signs point to X3. I'm pretty happy with X2 as is so...I'll just wait and see what Cakewalk has to offer. If it's worth the upgrade, then I'll upgrade. If not I'll happily continue on with X2. I've never considered leaving Cakewalk.

Thanks Ryan,
You just saved me from the brink for now, I just seriously started looking at different options, and though I couldn't really afford it, I was going to take a flying leap. I'll stay with X2 for now and see how quickly the answers come.
Official words mean a lot to me.
 
Thanks again!

@ Beepster: Vista Vista Vista....
 
Thanks Ryan and Seth!!!

Well, I dunno about you guys, but Vista was no cakewalk....