Cakewalk, Inc.

Dear ***,I would like to start out by expressing my sincere apology for the delayed response to your original inquirySince this complaint was submitted, We have been in contact and have resolved the issue however I wanted acknowledge this message and apologize for all the troubleIf anything
should pop up in the meantime, please feel free to contact me directly from our original email and I will be sure to assist you and answer any questions.Best Regards,*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.I appreciate that my complaint was finally located, and disappointed that I was injured just beforehand and as a result I was unable to make the arranged phone call last weekHowever, I still want and need to have this resolved, as this software has NEVER been utilized since originally purchased as XPE, then XPE, then XPE, and Platinum (which had to be rolled back to XPE because Cakewalk could not resolve the problems). I look forward to getting this handled, and somewhat concerned it took a complaint to Revdex.com to obtain any form of response from CakewalkPlease contact me to make the necessary arrangements.
Regards,
*** ***

Dear ***,We have investigated your complaint and have determined that it was indeed mismanaged and for this reason offer our sincerest apologies.To summarize:***, our eCommerce provider, did indeed honor the refund for an additional monthly payment to *** on 8/10/They also
cancelled the subscription to make sure no additional recurring payments would take placeUnfortunately because of the way the refund was processed, ***'s subscription was revoked from his account*** then proceeded to contact Cakewalk support to have his license restored, which happened on 8/28/(after submission of several emails to Cakewalk as well as to the Revdex.com on 8/23/which was prior to his license being restored).Unfortunately while the license was eventually restored successfully, communication from Cakewalk Support staff was not sent to *** successfullyWe unfortunately have been experiencing an extremely reduced staff and have been hiring staff to clear our backlogWe have an official statement at http://forum.cakewalk.com/Cakewalk-Support-Update-m3428520.aspx about the state of support as well as at https://www.cakewalk.com/Support/Knowledge-Base/2016000044/IMPORTANT-A-note-to-o...⇄ been turning a new corner and support staff is quickly clearing our backlog and gaining momentum, but unfortunately this does not offer much restitution for what we're assuming is an incredibly damaged relationship between ourselves and ***.***, for these reasons we offer our sincerest apologies and would be more than humbled for any opportunity to assist you as we move forwardPlease feel free to reach out to us or let us know if you have any follow up questions for us in regards to your licenseTo reach us please send an email to:[email protected] the subject of your email including the words: Case ***We have assigned someone to manage emails coming into this case with the highest priority.Again, we offer our sincerest apologies for our lack of communication and the temporary suspension of your license.Best regards,Cakewalk SupportCakewalk, Incwww.cakewalk.com

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. Cakewalk, Inc did an absolutely wonderful job at looking into and resolving this matter with all due promptness.  Suffice to say I will remain a loyal customer of theirs. Thank you Cakewalk.  Thank you [redacted]. 
Regards,
[redacted]

Hello [redacted],First off, let me start by expressing my sincere apology for your trouble with the software and lack of response from Technical Support. I was able to find your support case in which you had sent in a little while back and will reply momentarily to the case for further direct...

assistance. From there, I would be happy to arrange a time for a phone call and/or a remote session for further troubleshooting to get this resolved and have SONAR back up and running. I can assure you that moving forward you will not experience this from our support department.Best Regards,[redacted]

Hello [redacted],I sincerely apologize for the delayed reply in this matter. Although we have since been resolved the account issue via email, I wanted to follow up to make sure everything is running smoothly. If you run into any issues or have any further questions, please feel free to contact me...

through my direct email address. I can assure you that moving forward, there will not be a delay such as the one that you had experienced.  Best Regards,[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]