While I can't speak to everyone's experiences, I can say that the Bakers collectively are very passionate about CbB and we do everything within our power to make it the best possible app it can be. Every app has bugs, that's part of the game with software. If we can identify a problem, we'll fix it (as time/resources allow). Workflow stoppages get our attention first. Our team is not the biggest one on earth though. We wear a lot of hats and juggle a lot of responsibilities.
It becomes slightly more complicated with third party vendors. We try our best to reach out and work with other companies to ensure that plugins work as well as they can. Some companies are more receptive to working with us than others. What's difficult to tell is that sometimes a plugin might have a bug that is only exposed using a given host. Not every host handles plugins exactly the same- there's some wiggle room in how the VST spec from Steinberg is implemented in each case. If a plugin itself is failing in Cakewalk, there might not be much we can do, we can't debug other people's code. That said, if there's something we're doing incorrectly, we will absolutely make every effort to fix that on our end. Sometimes we'll find a problem with how a plugin is operating and reach out to the developer, and not get much in the way of a response. In those cases we can't do much, but we're always open to working other companies.
That said, we try to replicate problems as best we can. A lot of times there's system environmental variables that we can't account for. This is part of why we push updates and hotfixes. When we can identify and reproduce a scenario that's reported, we try to get a fix out as rapidly as we can. The CbB dev team spends a good deal of time working with users to this end. We want the app to work as smoothly as possible for everyone. Sometimes people hit roadblocks, we do our best to avoid that from happening in the first place, but when that happens, we're more than willing to work with end users towards a resolution. Sometimes there's a system configuration issue that needs to be tweaked. Other times some hardware behaves unexpectedly. Obviously it can be frustrating when you run into a problem, but as with third party vendors, if users are willing to work with us, we'll do everything within our power to get them back on their feet as rapidly as possible. All we ask is for a positive attitude and we'll return in kind and do our best. We're not perfect, no one is. But we're always striving to make improvements wherever possible, and will continue to work with our users both through support and via this forum.