KVR Audio

morelia · Post by **morelia** » Thu Nov 10, 2005 6:13 am

All I want is an answer to a simple question before I buy one of their plugins. Two emails in over a week has recieved no response from them. Any hints on how to grab their attention?

politcat · Post by **politcat** » Thu Nov 10, 2005 6:27 am

i own their product, registered and all. i've been buying from them since 1994, several upgrades. i upgraded again about a month ago. NO MORE!

i can't get a response from them either about bugs after several emails sent from their website. cakewalk sux now, i don't care what all their fanboyz say on their forum. they lost this long time customer.

next time i buy a sequencer it will definetly not be cakewalk.

spacefox · Post by **spacefox** » Thu Nov 10, 2005 6:53 am

Have you tried their forums? Also, if it's a RGC plug, you can try the rgc:audio forum or mailing Rene

Left Headphone · Post by **Left Headphone** » Thu Nov 10, 2005 6:53 am

It took me over 3 weeks to get an email response from them on S5PE upgarde question... And I'm a 4 year customer. Thanks Cakewalk

morelia · Post by **morelia** » Thu Nov 10, 2005 6:54 am

Well that is a shame but answers my question I guess. Unfortunately I don't want support. I just need to know if the VST version is included when I buy the Sonitus:Gate without the bundle.

flugel45 · Post by **flugel45** » Thu Nov 10, 2005 7:00 am

politcat wrote:i own their product, registered and all. i've been buying from them since 1994, several upgrades. i upgraded again about a month ago. NO MORE!

i can't get a response from them either about bugs after several emails sent from their website. cakewalk sux now, i don't care what all their fanboyz say on their forum. they lost this long time customer.

next time i buy a sequencer it will definetly not be cakewalk.

I have owned Sonar since V2 and now have v.4. I'm holding off upgrading to 5, because, well, 4 does everything I need, and frankly, 5 seems a bit too buggy for primetime. I'll either wait for the next patch or maybe even hold out for 6 altogether.

If you're in the states, I'd recommend you give them a call... They will help you. Oh, and if you do call, try to calm down first. Really. Every new release has bugs, and I have no doubt the Cake folks are doing their best to fix them. I'm no fanboy, but before you go off the deep end with this, check out their competition's forums, and see how many VPs of the company are there actively trying to help and troubleshoot. My guess would be none (other than Ron K. at Cakewalk).

The vast majority of questions at the forum do get addressed, either by other forum members, or cake staff. Have you gone this route? If so, how about a link? Maybe I can help.

JD

whyterabbyt · Post by **whyterabbyt** » Thu Nov 10, 2005 9:43 am

I reported the automation envelope bug Hunter was talking about recently via their online bug report form, and they got back to me for more information the next working day...

morelia · Post by **morelia** » Thu Nov 10, 2005 10:00 am

I wish I had a bug to report.

headquest · Post by **headquest** » Thu Nov 10, 2005 11:40 am

I have been a Sonar lurker since v4, and will try the S5 demo when it is available. I always heard great things about their customer support, so I'm surprised and a tiny bit alarmed that a few of you have had problems

flugel45 wrote:check out their competition's forums, and see how many VPs of the company are there actively trying to help and troubleshoot. My guess would be none (other than Ron K. at Cakewalk).

For the record, my main host is Ableton Live and a pile of their staff, including both the two top guys regularly appear on the forum there, not only dealing with bug reports and feature suggestions, but sometimes just popping in to chat about "Off Topic" stuff too.

I once sent an email to the Propellerheads enquiring about a forthcoming release, and I got a response back in just under 20 minutes

I think customer serive on that level is important for establishing confidence when you are investing heavily in a long-term relationship with your sequencer.

Amberience · Post by **Amberience** » Thu Nov 10, 2005 12:07 pm

You know.... Jorgen always responds

Stupid American Pig · Post by **Stupid American Pig** » Thu Nov 10, 2005 2:18 pm

hey politicat- not accusing here, but did you follow their guidelines when you submitted a bug to them?

http://www.cakewalk.com/Support/EMAIL.ASP

cakewalk email policies wrote:

E-Mail Technical Support

Email based Technical Support allows you to get the answers you need, without the cost of a telephone call. Send us your questions any time it's convenient for you, and because you're already on the Internet, email is free.

We answer most questions within 2 business days. During times of increased volume, and after weekends or holidays, it may take us a bit longer than usual to answer your questions. Cakewalk Technical Support offers the best service in the industry so it's worth the wait.

We will only answer questions that meet each of the following three requirements.

* Your software must be registered with us. (see registration help below.)
* You must include your serial number in each e-mail message.
* You must include your FULL NAME in each e-mail (just including an E-Mail address or nickname is not enough).

t-willy · Post by **t-willy** » Thu Nov 10, 2005 2:26 pm

morelia wrote:Well that is a shame but answers my question I guess. Unfortunately I don't want support. I just need to know if the VST version is included when I buy the Sonitus:Gate without the bundle.

dammit, i bought the surround plugin by itself about a year ago and can't remember

. i want to say yes, it does include the VST version. i use it in cubase.

i'm at work so i'll have to check when i get home

i can't believe i can't remember

lates

t-willy

cymatics · Post by **cymatics** » Thu Nov 10, 2005 2:27 pm

morelia wrote:Well that is a shame but answers my question I guess. Unfortunately I don't want support. I just need to know if the VST version is included when I buy the Sonitus:Gate without the bundle.

I own Sonitus:Gate. The answer to your question is yes... you get the DX & VST version when buying the individual plugs.

Enjoy!

- jon

politcat · Post by **politcat** » Thu Nov 10, 2005 5:16 pm

Stupid American Pig wrote:hey politicat- not accusing here, but did you follow their guidelines when you submitted a bug to them?

yeah, after a few tries i even put the registration/personal info in the message itself cuz i thought maybe their website was screwing up. sigh...

thx anyway.

morelia · Post by **morelia** » Thu Nov 10, 2005 10:49 pm

t-willy wrote:dammit, i bought the surround plugin by itself about a year ago and can't remember . i want to say yes, it does include the VST version. i use it in cubase.

i'm at work so i'll have to check when i get home i can't believe i can't remember

Thanks, I'll take that as a good sign.

cymatics wrote:I own Sonitus:Gate. The answer to your question is yes... you get the DX & VST version when buying the individual plugs.

And there you have it. Finally the answer I was looking for. Thanks a lot.

It is a shame when someone has to use the knowledge of people outside an organisation to buy one of their products. Maybe they have adopted the NI way of doing things. As long as KVR is here to pick up the pieces and provide the extra support and knowledge about these companies, I guess they'll have what they need to continue being shithouse at customer support.

Anyway, off to buy from these ignorant "professionals".

How to get a response from Cakewalk