Yeah I think they had just gotten back up and running yesterday I was told. I happened to call them just after 1 pm EST. The phone message said "wait time 2 minutes" and someone picked up in like 10 seconds, fixed one of my problems on the spot, connected me to their supervisor and the other thing is being worked on now. Awesome people. I've only had to call Cake one other time back in the Cakewalk Pro Audio 7 days. Both my experiences have been fantastic as well as the service given to me when I've logged a bug in versions of Sonar.

If you live in the USA, don't hesitate to call. I couldn't believe how fast they fixed me up with 2 major issues.

-Danny

Danny Danzi


Yeah I think they had just gotten back up and running yesterday I was told. I happened to call them just after 1 pm EST. The phone message said "wait time 2 minutes" and someone picked up in like 10 seconds, fixed one of my problems on the spot, connected me to their supervisor and the other thing is being worked on now. Awesome people. I've only had to call Cake one other time back in the Cakewalk Pro Audio 7 days. Both my experiences have been fantastic as well as the service given to me when I've logged a bug in versions of Sonar.

If you live in the USA, don't hesitate to call. I couldn't believe how fast they fixed me up with 2 major issues.

-Danny

 I may have called them perhaps 2 or 3 times more than you Danny and my experience has been simply outstanding. They have always done more for me than I asked. I don't know where they get their people but wherever they get them its a very special place. This goes back to the Pro Audio days. They have never let me down. But then I don't yell at them either. I treat them as I wish to be treated and they are eager to one up me. Because they are so nice its hard to be upset.  

  No download link - it is going on 4 days now.

I've even called from the UK once or twice, the most recent just after the release of X2. I found the assistance great although it did take a little longer to pick up the call than the wait adviser suggested.

Compared to most other UK companies "support" lines it is absolutely fantastic. The whole call cost just over a £1. A small price to pay for getting something sorted quickly.

yeah they are awesome once initial contact is made.  SUPER awesome.  quick to follow up even via e-mail.  i think there are points where people get frustrated when such simple issues take a while to resolve.  @dave - don't be surprised if they go above and beyond what you exepected once you do get a hold of them.

This brings up something I think many of us have overlooked. With all the threads asking about the well being of forum members we seem to have forgotten about the Bakers. Haven't really seen them around since the storm. Hope everyone's okay.

Whar Bakers?

Whar!!

  I just got a reply from customer support via e-mail. Apparently they are having a lot of problem with Paypal - which is what I used to purchase the video with. they were nice enough to give me direct links to the video and even threw in the SWA video for me for the trouble. Thanks should go to Cakewalk and I apologize for being so frustrated.

It's easy to get frustrated and think the worst until you actually get a chance to deal with Cake first hand. I think many of us are so used to getting treated like dirt by pretty much most other companies in this world that when things screw up or there is silence on Cake's end for longer than a day or so we assume they are just like the rest. They are not though. They're just kind of... IDK, busy? Little disorganized? But all in all very cool and helpful folks. They just need to get a few more people manning the emails IMO. Maybe when I am more knowledgeable they'll hire me on a ticket to ticket basis. Not like I got much else going on and I enjoy problem solving.

Glad you got it sorted out.

Beep I think you hit it on the head. Ouch!  They are different from other companies. And it is natural for us the think the worst. When you do have reason to talk to any of them you realize how nice they are. Its a company thing.  

Do you remember my first (well one of my first) night's here John? When I was trying to figure out why I was getting dropouts and crashes on my brand new system and their email servers were down? 

That was my night of "WTF?!!!"

After getting them on the phone the next day though we had it sorted out in a matter of minutes (problem with my PCI interface and the legacy slots on my MOBO). I had absolutely no idea what I was talking about being a complete n00b but they were patient, clear and concise with what needed to be looked at. Haven't had any issues in that regard since and I've only called them again over something I can't even remember now. They were very polite both times. In fact the last time I called I think the guy wanted to chat a little more because he sounded disappointed when I thanked him and hurried to get off the phone because I didn't want to waste his time anymore. lol... Sorry, anonymous tech guy. Just not used to that. ;-)