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Improve customer support

FirstName LastName
After purchasing Capture One and installing the program, I could not load my raw images from my LaCie hard drive to my macOS Sonoma after researching the problem and finding I needed the help of support, a live person to talk to was extremely difficult to find. I chose email support which was extremely slow and after a week the problem was and is still not solved. I have since purchased photoshop and had no trouble. I heard great things about Capture One but find staying a loyal customer difficult. I think this company problem could be solved if customers could talk to a live person within a day or two after downloading the product. Thanks for listening. I hope this helps you examine and possibly improve your company. Good day Carla Mason
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2 comments

Date Votes
  • Ian Wilson
    Moderator
    Top Commenter

    Hi Carla

    I have moved your post because it is not really appropriate to the Improve Capture One topic which is intended for specific feature requests.

    Having said that, I wonder whether as a community here we can help solve your problem. The first thing I would ask is whether in MacOS Settings Capture One has full disk access, as shown here.

    ... or failing that does it have access to removable volumes as shown here for Lightroom.

    These are part of MacOS's Privacy and Security settings, not a Capture One issue as such. But it may be that on your system Photoshop has been given permissions that Capture One has not.

    Ian

    1
  • Jack W
    Admin

    Hi Carla! Glad that we could get this issue resolved for you in the end (in your support ticket, thanks to Victor!) – please don't hesitate to reach out again in the future to either us here in the forum, or to the support team.

    1

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