chuckebaby
The gain not being remembered in track template was already fixed months ago, maybe even a year now.
Matter of fact I just checked it 2 mintues ago to confirm.
Polarity ? Im not sure what your referring to. Do you mean phase ? because there is no polarity setting in Sonar.
If you mean phase, you are correct, it is not saved with a template.

chuckebaby
Possibly you haven't seen the bug fixes list that are given each month with every update ?
These 2 were also fixed:

• Split Tool didn't always split grouped clips in take lanes
• Split Tool didn't create desired selection groups

Possibly you are running an older version of Sonar ?
 
I'm all for a better product but is our best example really a phase button not being saved on a track template ?

Nope, Chuck, the handling of sets of clip groups hasn't been addressed as of version 23.10.0 build 14 [2017.10] To not sidetrack the OP any more than I already have, I'll re-post the issue on the problem reports forum.
 
You're right about one thing - I do read the notes every month, but I didn't see the gain settings thing finally getting fixed with track templates. I've gotten so used to it not recalling, all my existing templates are saved assuming a gain setting of 0.
 
But yeah...not the polarity setting? Um...c'mon, Bakers - you were even *in* that section of code when you fixed the gain setting! [...yes, I know the button says "phase"...but the wanker in me says "polarity" cuz you're flipping the virtual pins, not shifting things in the time domain...]
 
Anyhoo, it's not that my Sonar experience has been ruined by a polarity setting not being recalled. You asked for examples of things that had gone unaddressed for years, so I gave a couple to you off the top of my head.
 
There's no reason to be dismissive with me either. I can tell you this right now: as the chief engineer of a very big fancy shmancy state-of-the-art performing arts center, if a console system couldn't remember polarity settings on channel presets and the manufacturer took that long to fix it, those systems would probably not end up in our inventory. Not because a simple thing like that is a huge deal, but for a venue like ours, we'd have to consider how a company's inertia when addressing simple problems translates to larger problems. I mentioned earlier in this thread that Avid lost almost $500,000 when we installed Yamaha systems instead of replacing our Avid Profiles with new S6L systems, almost entirely because of Avid's support record.
 
Lemme repeat.... Even though I understand things that affect me may not be a high priority for Cakewalk and that's fine, when something as simple as fixing how sets of grouped clips are numbered is left unattended for a considerable amount of time, I can understand the concern about the state of support. I think the OP has a point, and it's worth a healthy discussion. Maybe paid support for deeper issues than "my interface is crackly" should be an option. I've been lucky to have a very stable system with Sonar over the years, but I'd pay to know I can get someone to listen and respond when I come across some problems in basic functionality.
 
Chuck, see you over in the problem reports forum....

support should be a part of the "membership" otherwise what is one a member of?

pwalpwal
support should be a part of the "membership" otherwise what is one a member of?

+1

I don't think a "Paid Support" model after a certain timeframe is unreasonable at all. I read a lot of posts here that could've been solved by simply looking at the extensive documentation provided with the program, or doing a forum search for previously answered questions. I'm in the IT support business myself and can't begin to tell you how many calls I get from users who could have helped themselves by simply RTFM. For folks who have legitimate issues like account / command center, or activation problems, then a call for support is warranted. There might even be the opportunity to have a paid express lane for the users who have businesses / critical applications to support via Cakewalk software. But any reasonable person has got to realize that my Sonar 8.5 32 bit running on Windows XP isn't making any money for CW and can't reasonably be expected to be supported in the same way as a current SPLAT user. After all, CW has to pay all of the support people somehow.

Couldn't agree more. I have been waiting for weeks to get an issue resolved through support and haven't heard a word other than a computer generated acknowledgement that my initial request was received. Very disappointing. I thought that the lifetime purchase of Platinum was going to be a great thing but now I see that I have boarded a sinking ship. Pro Tools is looking better everyday. Good luck everyone.  

EdOak
Couldn't agree more. I have been waiting for weeks to get an issue resolved through support and haven't heard a word other than a computer generated acknowledgement that my initial request was received.

What's the issue?

pwalpwal
support should be a part of the "membership" otherwise what is one a member of?

I dunno, one thing right off the top of the head... on-going product development... rolling bug fixes and feature enhancements.  Unavailable to non-members...

michaelnuzum
Hey Starise- I really need to pop in and correct you.  I am the OP.  You are making a few assumptions here.
 
You say:"We know that support still exists. Alex has said they are looking into this problem which btw probably isn't expedited by a nasty post. " 
 
Not true.  I did not know one way or the other, hence the post.  I made a support request and never heard back from a human being.  After three weeks of not hearing back, and having no other channels or means with which to directly contact Cakewalk and ask if something had changed, I asked the question here of the community.  Legit request for info.  (And by the way, I have now heard from support.  So my request actually did get expedited because of my "nasty post" as you'd like to call it.)
 
Also, somehow you have assumed I am on X3.  I never said that, don't know how you came to that conclusion.  In another thread which I posted in problem reports, asking for help there, I have a detailed account of what I am using.  But I never mentioned it in this thread.  So, sorry, but I have the top of the line, all the bells and whistles (plus lots of extras) and completely up to date (as of yesterday) version of platinum producer.  No need to upgrade/update/rescan.  (Lance's post had a link to an old problem in X3, but that's not what I am using, so any help given there isn't currently applicable, unfortunately).  And yes, I should expect it to be supported if the product website has an option for such, which it currently does.
 
Also, I did not get any acknowledgement (until I posted my "nasty post"), or suggestions about fixing the problem.  I was asked "had I tried....(fill in the blank)" and the answer has always been yes.  So no progress yet on that front.
 
I also agree the console emulation should be fixed.  Problem is, it has happened to me before, maybe three years ago, and that's when Cake acknowledged it was an internal error in the software and gave the 64 bit precision engine/ mono-stereo interleave workaround.  That was several years ago I got that help. This is now a new iteration of pretty much the same behavior.  That's great for you if you've never had it happen, but it's annoying.  It means I have to go back and spend a few wasted hours remixing the project if the only solution is to turn the emulators off.  I was hoping to avoid that, but I guess I have now wasted that and more needing to re-explain myself a few times over.  Oh well.
 
This thread was a legit request for the current status of something that had been a value in the past and now seems inaccessible in a timely manner.  Nothing nasty about wanting to know what the reality of that situation is.  Maybe a little testy and frustrated at being ignored, but not nasty.
 
And the fact that this thread has been viewed 1800+ times in four days tells me I am not alone in feeling that way.

I mean't they are looking into the support problem, not your problem in particular, although I'm sure Cake wants to address your issue as well.
 
I am guessing here in saying I think the underlying code in X3 has enough similarity to make the comparison. I didn't know what you were using and I did jump to that conclusion. Even so, there seems to be a common thread there to this problem and it only seems to affect some setups. Not all by far. A bug is still a bug. I'm sure you understand that the larger more pervasive bugs are addressed first. I know that sucks, but your problem has been seen to.
 
I guess we can call it a nasty post or a cry for help using another way to get a problem solved. I get that. The whole squeaky wheel thing. The squeaky wheel gets oiled first, or so we've been told. 
 
As someone in the tech end of service, I see genuine attempts to a solution as legitimate. In the mind of the customer, multiple vain tries equals zero effect and deserves a tongue lashing. Still someone was in your court doing their best to solve your problem. I feel for those sitting behind a desk with a pile of unanswered emails and a boss who is probably cracking the whip.
 
I agree that  a company who offers support should not be overly ambitious in their promises to the customer.Probably better to be cautious. Management historically tends to over rate the capabilities of his/her dept. usually to look good to upper management, or they think that making lofty goals will "squeeze" just a little bit more out of the worker ants. When the techs can't deliver, they get blamed. Ever since I've been involved in customer service there has been this disconnect between management and those actually doing the work. It's very rare to find a shirt that really understands a dept. and has a realistic set of goals. They get paid to squeeze the maximum out of the dept. Upper management doesn't usually care how they do that. I can't say Cake is similar. I do believe they do their best. It isn't in their interest to let customers down. Maybe it's time to rethink the message customers are getting.
 
On paid customer service- I believe the upper end product is already priced at the higher ranges for the prosumer user which is what I believe the base primarily is. To have multiple sales (like Waves) tends to devalue the perception of the product over time.A sale isn't really a sale when you have one every week. Why not simply price the product into a range that sits well with the majority of users? This isn't to say we can't take advantage of those "sales" and save money in upgrades. I just see companies having sales all the time as a ploy. They figure a few will buy at full retail and they will get the rest with periodic discount incentives. This only partially works IMHO.
 
This is why I think a paid customer service plan wouldn't work very well in the long haul. The prosumer already thinks he paid enough. I tend to agree when comparing other daws.
 
I can understand frustration in not having a problem resolved. Especially if the problem is keeping a money producing studio from making money. This is seldom the case. Any decent establishment has some kind of redundancy if they're smart.
 
The 1800 views in four days doesn't mean they all agree with you or have a problem :)
 

michaelnuzum
I think I have to agree with Anderton on that last bit (paid support model) with the one caveat:  if support finds the problem is inherent to the software and not user error, the support charge would be waived for that one instance.  Otherwise, I am happy to pay for support. 
 
When I have had support from Cakewalk in the past, it has been stellar, and it has worked.  I would be happy to pay a little extra to know that level of trouble shooting and problem solving was readily available in a timely manner again.  That is added value to the base product, and I agree, it helps incentivize self-help problem solving. 
 
But we all know there are times when you do the due diligence, you search the web and faq's and the forum, and there's nothing there.  And you need and answer, now.  In those moments I would gladly pay for timely support of the caliber I have received from Cake in the past.

Well said...

OK imagine the position is posted and you take that job. The heat is on now. You can't go to bed until you solve the problem = you won't ever sleep. If money is involved in having decent customer service the demands are now much much higher.............kind of like guaranteeing an update every month, plus a few other goodies occasionally.Or saying you might develop for Mac. I see this as another can of worms JMO.
 
The concept is nice. An advertised concept must be delivered or you have more p***ed off customers.