I'm not sure what to say other than our support staff has been extremely backed up from some of our recent promotions and I'm truly sorry for the delay and resulting poor quality of service.
The staff that is working here have been working extremely diligently, we're just overwhelmed with email volume at the moment and we're not an extremely large company. I know for many it is very difficult to call in as our phone hours may conflict with working schedules, but if our email response time is severely delayed like this (which is unfortunate), our phone response time is much, much better. If you are international, you can always dial your local Roland distributor as well (http://www.cakewalk.com/Dealers/global.aspx)
to escalate your case and I assure you they will follow up with myself or another member of our staff.
We're working our best internally to improve not only our email response time but some of the systems we use behind the scenes to be able to track and resolve cases much quicker as well as resolve store and download related issues such as these before they ever become a problem for customers. We have a number of things in the works on our back end that I'm confident will help out both our customers as well as our support staff, resulting in an overall much better experience for everyone.
In the meantime, I'm truly sorry for all of the trouble with any store related issues and any long delays in email response time.
Moving on, I'd like to address each person's concerns individually below:
I wanted to follow up with your inquiries even though I can see that one of our representatives has followed up with you via email already. I can see that one of our representatives was attempting to send you a signed download link that times out. It looks like she was attempting to use a method of distribution that this particular download was not configured for, resulting in "Access Denied" messages. I followed up with her internally explaining how this particular process works to hopefully clear up any confusion for her in the future.
Since these signed URLs don't really fix things in your account, I followed up and fixed the download link not appearing in your store account. If you log in now, you will see that you have the SONAR X1 Producer Expanded download listed in the appropriate section of your account.
Once again, I'm sorry for all of the trouble.
I can see that you also received a reply from one of our representatives. When I look at your account, I can see that you purchased SONAR X1 Producer on 5/29/2012, which technically was before the promotion for the First Class Upgrade started. Obviously we're willing to work with our customers when it comes to scenarios such as this. Keep in mind, however, that as far as the online store is concerned, it is programmed to only allow this promotion if you fall within the promotional period.
Bottom line, is that we'll have to work with you directly since the store has determined you're not eligible. I just sent you a follow up email explaining how to get your upgrade. I'm sorry for the delay.
For both mine and your records, please reference support Case 35100.
I'm sorry for the delay. I also sent you a follow up reply directly to your email address. Your request is being honored. For both mine and your records, please reference support Case 34727.
Thanks as always everyone for both your patience and support.
Cakewalk, Inc. www.cakewalk.com