Last month I saw CW was running "buy X1 by 10/31 and get X2 free when avail". At the same time, Musician's friend was offering a $99 upgrade to X1p from 8.5p which I have so I ordered it on 10/5. Unfortunately, MF kept sending me backordered notices and by late October I figured it would never arrive so I logged on to my account at MF and I cancelled the order.... or so I thought. Yesterday, to my surprise a box from MF with X1p arrived. When I logged back onto my MF account and checked the order history for X1, it shows I ordered it and my card was charged on 10/5. It also shows a cancellation action with the status: processing. Processing? For 2 or 3 weeks?? So it seems the MF system malfunctioned and the cancellation attempt was never processed.
 
I figured since X1 was delivered, let me see if CW will honor the upgrade before I call MF and send it back. According to http://cakewalk.com/page.aspx/Free-SONAR-X2-upgrade the free upgrade offer was extended through 12/31 anyway. When I contacted CW support, this is the response I got by email: "If you did not purchase the product then we cannot honor the deal. You purchased it and then you cancelled it. That is the same as not making the purchase at all. You will need to make a full purchase of SONAR X1 to receive SONAR X2."
 
WTF??? What am I missing? I will call the support phone line when they open but I wanted to see what sense others here could make out of the situation.
EDIT: hmmm - had to install IE9 to properly edit and format this post...

???

You have to register X1 and then X2 will show up in your Cakewalk store account. What you are saying doesn't make sense. Where and how you purchased it shouldn't matter as long as the software has a valid registration number.

 What doesn't make sense: What I said or CW's response? This question is the whole reason for my post.

This is better handled by phone with customer support or in the E-Store forum. Customer support monitors the E-Store forum.

Have you tried to register the software? I'm assuming there has been a communication breakdown somewhere. If you are telling Cakewalk that you want the free upgrade to X2 but are returning the X1 box to MF they aren't going to give you the upgrade. If you register the software you will get the upgrade but you won't be able to return it. If they just gave people the upgrade without the registration  they open themselves up to scammers.

BTW, this is a MF screw up. Doesn't have anything to do with Cakewalk. If you register it you'll get the upgrade. Cheers.

If you are contemplating returning the product do not register it. You register it, you own it. Phone customer support or post a query in the E-Store forum to confirm your upgrade status.

I only want it IF the free upgrade will be honored. If not, it's useless and I'll return it. That's the dilemma. Right now X1 is still unopened and it will stay that way until CW verifies that the free upgrade will be honored. If they won't, back it goes and my decades-long relationship as a CW customer ends with 8.5p.

CW used to be a friendly company to deal with. CW by Roland....not so much its seems

The offer is still ongoing. There is no reason they would deny you if you paid for X1. The reason they said that is because you told them you were returning it. Once it is registered you should get the download links for X2 in about a half hour. If not then just call them to sort it out. A couple people didn't get their links right away but that was just computer error. If you are still unsure then call and ask them personally but this time don't say you are returning it. That is likely what tripped them up. Cheers.

And every single time I've dealt with CW they have been awesome. I don't think Roland has much to do with anything support related.