Why does Capture One ignore all of my tech support cases?
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You really should avoid the keyboard just after waking up.
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Sigh. You're right. I tend to tell the truth too much when I'm not fully awake. :) I'll try to be better.
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William,
I have not created many cases over the years, either in the old (Phase One) or the new System (Capture One using Zendesk) but so long as I have logged a "Case" or used the "Submit a request" option in the Community pages that host this forum I have always received a response, usually within 24 hours.
There is a basic premise that email will be the means of communication advisories for the most part. However if you are logged in to the Community (so that you can post messages) you can access your Account details in the top Right corner of the page and there find the option to review "My Activities". That is where you can check up on your "requests" in the current facilities.
As I recall there was not carry over form the previous system. If you had outstanding Cases in the old system that one felt needed to be carried forward they had to be created afresh.
Obviously to make this work you need to be actively creating direct and number referenced Support Requests. If you are doing that but not seeing any email advice of a reply or any content in the "My Activities" section of your account then something in the reporting process is not working.
Presumably you have already investigated all of this but I thought I would outline it just in case you have not and also for the benefit of others who may read this thread in the future in case they are not aware of the process.
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My perception is that Capture One does a reasonable job of responding to user complaints sent in as support tickets, most of the time. Usually they get back to me within a couple of days, often within a day. Bugs are usually fixed in the next dot release.
Support for new cameras and new features is sometimes frustrating becuase there is never any comment until it appears, and from the the user perspective, it's unclear if the request might come in the next release, or if the development team looked at it and decided "we are never going to do that" or "we are not going to do that in this release". You don't know whether to walk away or hold your breath.
An example would be support for the Panasonic GX800 RAWs. I'm thinking that I would like to acquire a second hand unit cheap. There are other users that have requested support many months ago. No idea when or if it will be supported.
(I have a UNIX script that modifies GX-800 RAW files to claim that they are GX-85 RAW files. Works on the RAW files that I can download.)
I would say significantly better than Apple, not as good as DXO.
This is not an easy thing to manage. The services of a staff SW engineer will cost Capture One about $150 USD per hour (wage-benefits-tools). If one designer and one verification engineer spend a couple of weeks implementing user requests, that's about $35,000, and its two weeks of time that they didn't spend on the next release. Do that a few too many times, and you will slip your release schedule and affect company revenue.
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Indeed Eric,
And then of course there is the work required for compatibility with the regular Software OS updates and, potentially, the more erratic interim OS patches, plus whatever comes down the pipe for the Camera manufacturers (especially those with whom one is partnered) and, maybe, the lens manufacturers as well.
And that's just the predictable stuff.
It must be a huge challenge even before trying to assess which products are likely to attract the typical Capture One user base and be actively used often enough for RAW files to make direct support worth the effort.
I think there are some analysis tools around that maybe provide insights in parallel with user requests.
Presumably with Sony, Fuji and now Nikon the manufacturers themselves have some input.
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