KVR Audio

an-electric-heart · Post by **an-electric-heart** » Mon Dec 17, 2012 5:07 am

Edit: Just received an email from them with a serial and a download link, no further questions, and a "We apologize for the inconvenience"... so yeah, I'm pretty happy

I (well kind of) bought Rapture from the Cakewalk about 3-4 weeks ago now while it was $20, went through the shop process, used paypal, received an email receipt from paypal, according to my bank balance and bank statement the money went to them... but low and behold never actually got an email from them, nor is a Rapture serial or download in my Cakewalk account.

When I go back to the Cakewalk site Rapture is still sitting in my shopping cart and there is my sign of any "order" anywhere.

I've gone through there support process twice now (well tried to, you see you need to enter a serial before proceeding, I enter the order number on my paypal receipt) to send 2 emails about this ... but as of yet no response!

... I'm f**King annoyed!

(I'm making this public because I don't know what else to do, I'll edit if I'm out of line in any way)

BERFAB · Post by **BERFAB** » Mon Dec 17, 2012 5:27 am

You've got every right to be annoyed and frustrated.

It surprises me that Cakewalk doesn't step up, especially if you've given them copies of your emails and receipts.

But PayPal is also able to work it out from their end as well. If you get stiffed by the sellar, I believe PayPal can get their attention, so that they try to resolve the problem quickly. If you haven't already, definitely get them involved.

Good luck.
-B

an-electric-heart · Post by **an-electric-heart** » Mon Dec 17, 2012 5:35 am

BERFAB wrote:You've got every right to be annoyed and frustrated.

It surprises me that Cakewalk doesn't step up, especially if you've given them copies of your emails and receipts.

But PayPal is also able to work it out from their end as well. If you get stiffed by the sellar, I believe PayPal can get their attention, so that they try to resolve the problem quickly. If you haven't already, definitely get them involved.

Good luck.
-B

Ah, cheers, believe it or not the thought of contacting Paypal hadn't entered my mind

... still, I'd much rather of just got the synth' than a refund.

I'm guessing that they're not even receiving my emails because I've got no serial to enter in their support form thingy... but that's the only contact they've got as far as I can see.

hibidy · Post by **hibidy** » Mon Dec 17, 2012 5:40 am

I just got a response to a tech support question like 6 weeks later. They are slow. I personally believe they will sort it, but that isn't going to make you feel better until they do

an-electric-heart · Post by **an-electric-heart** » Mon Dec 17, 2012 5:49 am

hibidy wrote:I just got a response to a tech support question like 6 weeks later. They are slow. I personally believe they will sort it, but that isn't going to make you feel better until they do

Well that's actually good news, so it may take six weeks? it says it could take 7 working days or something on the site, maybe they're backed up? I believe a lot of people were having installation issues?

I didn't NEEEEEEEED Rapture, I just thought I'd grab it while it was on special... $20 is $20 though, it's not a fortune... but it's not nothing.

I suppose I just wanted to see if anyone else had had this issue and got it sorted.

hibidy · Post by **hibidy** » Mon Dec 17, 2012 5:56 am

an-electric-heart wrote:
hibidy wrote:I just got a response to a tech support question like 6 weeks later. They are slow. I personally believe they will sort it, but that isn't going to make you feel better until they do
Well that's actually good news, so it may take six weeks? it says it could take 7 working days or something on the site, maybe they're backed up? I believe a lot of people were having installation issues?

I didn't NEEEEEEEED Rapture, I just thought I'd grab it while it was on special... $20 is $20 though, it's not a fortune... but it's not nothing.

I suppose I just wanted to see if anyone else had dad this issue and got it sorted.

They have. The Estore is notorious for picking on people

I'd suggest making a post at cake too (though I have no clue what their holiday schedule is)

The TH2 upgrade thing got me, but it was nowhere near as long as you have waited.

an-electric-heart · Post by **an-electric-heart** » Mon Dec 17, 2012 6:04 am

Once again though you know, there seem's to be a whole different set of rules in the online retail world, some companies are great, they get you sorted within a couple of days... but six weeks to acknowledge a question from one of you customers?!... totally unacceptable... get more staff.

deleted · Post by **deleted** » Mon Dec 17, 2012 7:14 am

DELETED

hibidy · Post by **hibidy** » Mon Dec 17, 2012 7:18 am

an-electric-heart wrote:Once again though you know, there seem's to be a whole different set of rules in the online retail world, some companies are great, they get you sorted within a couple of days... but six weeks to acknowledge a question from one of you customers?!... totally unacceptable... get more staff.

I couldn't agree more.

an-electric-heart · Post by **an-electric-heart** » Mon Dec 17, 2012 7:21 am

michi_mak wrote:
an-electric-heart wrote:Once again though you know, there seem's to be a whole different set of rules in the online retail world, some companies are great, they get you sorted within a couple of days... but six weeks to acknowledge a question from one of you customers?!... totally unacceptable... get more staff.
don't buy Cakewalk products! action is still louder than words...

Well, I kind of don't, the only other thing I've got is an old audiomidi no brainer that I don't really use, "dimension le" it's called or something maybe?

deleted · Post by **deleted** » Mon Dec 17, 2012 7:40 am

DELETED

Aloysius · Post by **Aloysius** » Mon Dec 17, 2012 8:00 am

Just so you know ...

http://www.store.cakewalk.com/b2cus/log ... rders.aspx

Current Users

We have 3 different stores. It is important that you sign in to the correct store, otherwise we will not find an account for you.

You are trying to sign in to the USD store. If this isn't correct, please choose your region now.

Regions:

United States (USD)

GBP

Europe (EUR)

Other (USD)

I had a problem with Cakewalk Tech Support not seeing my details a long time ago. It was for the above reason I believe.

Gamma-UT · Post by **Gamma-UT** » Mon Dec 17, 2012 8:05 am

There is a time limit on Paypal chargebacks so best to start now. Even if it goes to refund that wouldn't stop you ordering again afterwards.

an-electric-heart · Post by **an-electric-heart** » Mon Dec 17, 2012 8:12 am

Aloysius wrote:Just so you know ...

http://www.store.cakewalk.com/b2cus/log ... rders.aspx

Current Users

We have 3 different stores. It is important that you sign in to the correct store, otherwise we will not find an account for you.

You are trying to sign in to the USD store. If this isn't correct, please choose your region now.

Regions:

United States (USD)

GBP

Europe (EUR)

Other (USD)
I had a problem with Cakewalk Tech Support not seeing my details a long time ago. It was for the above reason I believe.

Weird, I didn't realise they had "three different stores", I'm looking at it now, maybe I went U.S$ in the U.S, instead of U.S$ outside the U.S... sounds un-necessarily complex, can't see why it matters for downloadable software.

Ben H · Post by **Ben H** » Mon Dec 17, 2012 8:25 am

I bought Rapture directly from Cakewalk in the Black Friday sales too, and received it pretty much straight away.

It doesn't necessarily mean that they are bad folk or don't care. Sometimes things can just go wrong with orders and online processes.

Anyway I hope you get it sorted soon. Rapture is such a great program, especially for the little 20 bucks it cost me.

F**k it... I'm starting thread about this! RESULT!!!!!!!!