I often wonder if there is a distinct difference between interacting with Cakewalk employees on this forum and dealing with them directly in the event of one contacting Cakewalk regarding customer service or technical support.
I've received nothing but a friendly and professional service whenever I've contacted them directly, but I do get the sense occasionally that this cordiality isn't always quite so evident in the forums.
I fully understand the frustration that must be engendered by some of the negative comments that get posted, but sometimes, I think it might be better for Cakewalk representatives to address the comments, rather than the poster.
If I remember correctly, a Cakewalk representative actually started a thread 'upstairs' belittling a forum user. It could be argued that the user who was the subject of that thread had been trolling, and had actually been posting under a number of pseudonyms, but for an official Cakewalk agent to adopt that particular method of retribution didn't cast them in a particularly good light. And it certainly wasn't very professional, in my humble opinion.
Overall though, I think we're very fortunate that Cakewalk staff do show their face in the forums - the 'human face' of a company is always good to see in whatever context. It's obviously something Gibson have promoted, and should be applauded for. Contrast the access to Cakewalk staff we now enjoy via the forums to how rare such an opportunity became during the Roland tenure.
I'll put up with the odd terse or offhand remark rather than go back to a forum devoid of Cakewalk interaction.