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Odd license error and (lack of) support

Permanently deleted user
About a week ago my copy of Capture Pro 20 gave me an error message on startup that said my license had been disabled and suggested that I contact support. The dialog box also had a button for deactivating the license. I quit the program and sent a support request in.

After waiting three days with no response I decided to try stuff on my own to fix things. In the end the problem seemed to be that even though I had activated my Capture 20 license, it was still using the license from the beta test, which I had participated in. I deactivated that license and reactivate my purchased license and things worked.

Finally, 4 days after submitting my support request, I got a reply from Phase One that was completely useless and didn’t even address the problem. This is striking because a few years ago I interacted with support and they were both quick and on point.

So in addition to increasing upgrade charges, while decreasing new features, Phase One has also cut back on support.

Nice.
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6 Kommentare

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  • Paul Steunebrink
    Just for the record, as of now, you should distinguish either Phase One support or Capture One support. I assume you referred to Capture One support.
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  • Permanently deleted user
    Yes, Capture One. But isn’t the parent company still Phase One? Presumably that is where the decisions about resources allocated to Customer support are made?

    In any event, it’s not really germane to the issue, which is whether customer support for Capture One has changed, and whether it’s adequate. I don’t know whether my poor experience is a blip, or whether others have experienced it. My post, in part, is to find out since this is a user to user forum.
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  • Keith Reeder
    NNN636312766227382972 wrote:
    In any event, it’s not really germane to the issue

    Just FYI, neither is posting about it on here - we're just users like you, with no influence over how Capture One customers' support cases are handled.
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  • Permanently deleted user
    As I said in my previous email, part of the reason for posting on a user forum is to see if my experience is unique. How would I otherwise know? And what would be the point of posting a complaint on an already unresponsive tech support site?

    Also, while I don’t expect tech support from Capture One on a user forum, I’d be surprised if they don’t monitor its content to some extent, particularly if it turns out that many users are having problems with tech support. If they’re not even doing that... well that’s another problem.
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  • Permanently deleted user
    Similar experience about 2 weeks ago. My CO account did not record my original CO 20 purchase or its license key. It appeared the I also had 2 different CO 20 "license (key)s" each with a different date which caused some difficult in getting CO to confirm that I was a legitimate (and long term) customer. Had some worry as support did not respond as quickly as I had hoped. Now all is fine - account up to date. Part of problem is the many and different uses of the word "license", "key", and "license key" which had my support person a little confused as well.
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  • Michael Umhofer
    I can attest to a lack of support from Capture One. It has been 20 days since I logged my support issue. There have been a number of bugs I have encountered. I too have uninstalled/re-installed numerous times to fix crashes at the recommendation from tech support. License issues regarding upgrading from C1 12 still yet to be resolved as well. I suppose we're left to wait patiently or fix the tech issues by hearsay. Not ok IMHO.
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