Dissatisfaction with Capture One Tech Support
On 12/22/19, I reported a problem "automatically" downloading images with C1 (13.0.1.19). I was able to manually import the images, so I did not lose total C1 functionality. I never experienced this problem with previous versions of C1.
On 12/22/19, I received an automated reply from C1, "Your request (xxxxx) has been received and is being reviewed by our support staff."
It is now 1/1/20 and I have not heard any response from Tech Support.
On 12/22/19, I received an automated reply from C1, "Your request (xxxxx) has been received and is being reviewed by our support staff."
It is now 1/1/20 and I have not heard any response from Tech Support.
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When you receive an email reply to a request and it contains a link, "#[five digits]" (https://support.captureone.com/hc/requests/[five digits]), I assume this is for internal use only. Is that correct? 0 -
thomaskyhn wrote:
When you receive an email reply to a request and it contains a link, "#[five digits]" (https://support.captureone.com/hc/requests/[five digits]), I assume this is for internal use only. Is that correct?
There is no link to your request and you're right in saying it is for internal use. The only record I have of my first support request was when I attached images of screenshots. It may pay to take a screenshot of the support request text and attach this for posterity. All this depends on them replying to your support request as they send a link to the uploaded images.0 -
thomaskyhn wrote:
photoGrant wrote:
Anyway, unless there are some major and acknowledged changes -- this is a clear as day sinking ship for professionals and it's high time someone rocked the boat.
Indeed.
nothing new, P1 has always favoured hardware user over software only user and even with dedicated versions like sony they still withhold features the camera offers just to keep some advantage for their hardware. this is to some part understandable but still not good business practice and for sure not in the interest of user but till today p1 can surf on a wave of support probably because the hype that this is the software pro´s use is enough for a lot of hobbyists even when they never use or need any of the feature c1 makes special and this hobbyists will decide if p1 has a future and not the small numbers of frustrated professionals.0 -
Hi everyone,
My name is Jack and I work in Support for Capture One - some of you may have had a dialogue with myself the past.
I'd like to address the overall dissatisfaction in this thread and provide some clarity.
We are of course aware that response times are longer than usual, but this is not going to be the norm going forward. We have a dedicated team working around the clock to answer as many people as possible and get to the bottom of the backlog of support requests that we have at this moment in time.
I'd like to add that we care deeply about our users and we do take your comments and feedback into consideration. This has always been the case and always will be.
If you are awaiting a response to a support ticket, then I recommend checking out our help center in the meantime. We're regularly updating this with new articles and solutions to known issues - this is one of the things we're working hard on improving and providing for our users.
You can find the help center here: https://support.captureone.com/hc/en-us
I understand that this may not be of use to those with deeper, more complex technical issues or those with bugs to report. But rest assured, we will get round to these tickets and take the necessary steps to either fix your issue or report it to R&D.
Thank you for your continued patience and we look forward to getting back to each of you individually with the aim of resolving your issues.
All the best,
Jack - Capture One Support0 -
thanks and thanks for teaching us that it takes at least 700 posts to trigger a response 😉 0 -
Jack Williams wrote:
Hi everyone,
My name is Jack and I work in Support for Capture One - some of you may have had a dialogue with myself the past.
I'd like to address the overall dissatisfaction in this thread and provide some clarity.
We are of course aware that response times are longer than usual, but this is not going to be the norm going forward. We have a dedicated team working around the clock to answer as many people as possible and get to the bottom of the backlog of support requests that we have at this moment in time.
I'd like to add that we care deeply about our users and we do take your comments and feedback into consideration. This has always been the case and always will be.
If you are awaiting a response to a support ticket, then I recommend checking out our help center in the meantime. We're regularly updating this with new articles and solutions to known issues - this is one of the things we're working hard on improving and providing for our users.
You can find the help center here: https://support.captureone.com/hc/en-us
I understand that this may not be of use to those with deeper, more complex technical issues or those with bugs to report. But rest assured, we will get round to these tickets and take the necessary steps to either fix your issue or report it to R&D.
Thank you for your continued patience and we look forward to getting back to each of you individually with the aim of resolving your issues.
All the best,
Jack - Capture One Support
Hi Jack,
Thanks for the update on this.
I haven't actually bought Capture One yet; I'm still using the demo. I tried the demo of version 11 too and a beta of version 12. At that time I was hoping I could switch from Lightroom to Capture One, but the file management and search function in both 11 and 12 made made me decide against it. Searching was very slow, and search results completely erratic. When I reported the the issues I had with the search function in the beta of version 12, it was more or less ignored. Now, with version 20, in which – as far as I'm aware – neither search function nor file management has been improved, I'm tempted to make a partial switch and use Capture One together with Lightroom. But the lack of support when it comes to features that clearly don't work as they should (such as the keystone function) makes me doubt whether this is really a good idea.
Thomas0 -
Jack Williams wrote:
Hi everyone,
I'd like to add that we care deeply about our users and we do take your comments and feedback into consideration. This has always been the case and always will be.
If you are awaiting a response to a support ticket, then I recommend checking out our help center in the meantime. We're regularly updating this with new articles and solutions to known issues - this is one of the things we're working hard on improving and providing for our users.
Hi Jack,
This may be your personal view on support and I applaud you for reaching out but it means nothing in that Phase One / Capture One as a company have not communicated this to your users requests for support. They have been anything but transparent. This should be coming from a head of department in support or management in an email with reference to our support request, not buried in a user forum.
I suppose I'll continue waiting for support while left with a non-functioning copy of C1 for what, another month? Or should I check back here and scroll through posts for updates?0 -
It is funny to see how predictable p1 operates instead of addressing the obvious, undenable problem that this update is full of bugs and rushed out they try to make it a case of support operation difficulties. It is also telling that they send a crew member and not even someone from the middle management level . no hard working support crew can make the bugs and glitches disappear , some of them have already been reported at the beta stage !
so a reasonable response to this mess would have been a technical bulletin send out to user informing them of confirmed bugs and if available work arounds. nobody is served to report already known issues which can only be fixed with a software update.0 -
Jack is really good and knows his stuff, he helped me a lot back when I was using a PhaseOne camera - and I'm sure nobody blames him or any other member personally.
The problem lies not with the support team but with the general direction the support system is taking and the way it was changed without prior notice. That is indeed a problem the upper/middle management created, not the support.
And if PhaseOne decides to cut CaptureOne customers from their previously established support chain, a simple email for all CaptureOne owners informing them about this step would have been necessary.
But just pulling out from the previous system and not telling us makes a lot of us feel pretty much left alone and deserted - and as others have already pointed out, the previous support system would have been much better in order to keep track of bugs and other issues by taking into account things like the operating system, the version of Capture One etc.
It should be a quick and comprehensive process that delivers as much data to the support team as possible to weed out certain issues and speed up the process.
Imagine if the database was set up to alert the support in case of a high amount of similar bug reports bugs with a certain version - wouldn't that help them to detect and fix certain issues much faster?
If the product is full of bugs anyway and the end-user is doomed to be the beta-tester, you might as well set up the support system accordingly.0 -
C-M-B wrote:
Imagine if the database was set up to alert the support in case of a high amount of similar bug reports bugs with a certain version - wouldn't that help them to detect and fix certain issues much faster?
If the product is full of bugs anyway and the end-user is doomed to be the beta-tester, you might as well set up the support system accordingly.
Good idea.0 -
thomaskyhn wrote:
C-M-B wrote:
Imagine if the database was set up to alert the support in case of a high amount of similar bug reports bugs with a certain version - wouldn't that help them to detect and fix certain issues much faster?
If the product is full of bugs anyway and the end-user is doomed to be the beta-tester, you might as well set up the support system accordingly.
Good idea.
I can't imagine that after the beta test they were unaware of the the many issues, maybe they thought they can fix the bugs fast later but anyway now with 6 weeks after the release it would be nice to hear when they are going to offer a fix so we can fully enjoy the improvements.0 -
If they were aware of the issues and released v20 without fixing them it was either due to incompetence or indifference... 😕
In any case an update is definitely necessary to fix the known problems and it should come ASAP. I was thinking about upgrading from v12 Fuji to 20Pro but right now that doesn't seem like a good idea :-/0 -
thomaskyhn wrote:
C-M-B wrote:
Imagine if the database was set up to alert the support in case of a high amount of similar bug reports bugs with a certain version - wouldn't that help them to detect and fix certain issues much faster?
If the product is full of bugs anyway and the end-user is doomed to be the beta-tester, you might as well set up the support system accordingly.
Good idea.
What a great idea based on the fact that "No one is as smart as all of us...." I was a beta tester and it might be an idea to have anyone beta test with time limit so that any and all bugs (and suggestions) are done all at once and addressed. Wy not have many more beta testers than the sprinkling of some?0 -
I am starting to wonder if the support issues relate to issues/bugs that disproportionally affect MacOS users. On the Mac side of the Forum, we have close to a two dozen users identifying concerns with support (could be response time, could just be too may unresolved bugs, etc). Searching for a similar thread on the Windows side, no similar topic pops up. Have Windows users come to expect things not to work, are Mac users used to the idea that Mac software should just work, or is there more to it?
Jerry C0 -
Jerry,
As long time observer of the Mac forums alongside my use of Windows 7 I have to express some concerns about the thought of moving to Windows 10 which seems to have a few more issues than Win 7 - not a few being flagged up as connected to the sometime less than stellar quality of the updates that are pushed out by MS.
However MS seem to be following in the footstep of Apple in that regard and I have to say that the thought of dealing with Apple's update policy, if I were in a position to head down the Mac path, would be of greater concern based on the issues reported here especially after the annual major OS updates.
I appreciate that there are probably more Mac users than Windows users in the C1 user base but even so number of gotchas that come up every year is disheartening.
I'm not saying things are perfect. I have a couple of niggles to deal with, the most inconvenient may be a Win 7 update related matter but I can't recall exactly what fixed it last time I saw it.
But in general on Win 7 V20 seems to be very solid an performs well even on my 7 years old PC.
If I end up being forced to move to Win 10 I really hope that nothing breaks during the process or with subsequent MS updates.
I cannot ever see myself even considering a move to Mac based on following the threads in this forum.
I get the strong impression that there was a significant amount of disconnect between whatever was expected in the Catalina release fixes in the weeks between its release and the C1 release intended to work with it (as beta tested?) and what actually hit the streets.
That and the problems with the order processing concept deployed this year has probably combined to stretch available resources well beyond anything anticipated. Not a good time of year to have that problem. And of course as everyone attempts so push harder to find out what is happening to the problems they reported the system probably becomes more and more overloaded. I've been there in the past supporting customers. It's very frustrating for everyone but all the more so if there are influencing factors beyond ones control - for example external suppliers and their time scales.
I have no idea what the influences are but taking a guess that they are likely much the same as previous challenges that I have been involved with, in the worst case one end up with great frustration at delays about which there is nothing one can logically do to fix the issues as quickly as one would like.
But this does seem that something that is hitting the Mac users harder than any issues Windows users are experiencing.
Grant0 -
NN635680879799322049UL wrote:
.... are Mac users used to the idea that Mac software should just work, or is there more to it?
Jerry C
no, there is nothing more to it, the only software on my system which is bugy and crashes even when idle is C1. what really separates c1 from other Mac software I use is the annual drama and apple blame game, it is boring and unprofessional. bugs are a normal thing and unavoidable but what makes a difference for us user is how a company reacts, from this perspective p1 its even worse than adobe. affinity just rolled out a new photo beta and it is a good example of a very different attitude, they are in a real open dialog with their user which benefits both sides.0 -
Hello all!
another unsatisfied user with tech support. I posted and sent my problems (video, logs, descriptions, even apple reports) and no answer from the 13th of December. In my opinion this version was a totally shame... ¿how can be users stucked for more than a month or using a downgraded version?
Regards.
Artur.0 -
NNN636638844043775816 wrote:
Hello all!
another unsatisfied user with tech support. I posted and sent my problems (video, logs, descriptions, even apple reports) and no answer from the 13th of December. In my opinion this version was a totally shame... ¿how can be users stucked for more than a month or using a downgraded version?
Regards.
Artur.
Sounds like it's time to hire more people.0 -
NNN636638844043775816 wrote:
Hello all!
another unsatisfied user with tech support. I posted and sent my problems (video, logs, descriptions, even apple reports) and no answer from the 13th of December. In my opinion this version was a totally shame... ¿how can be users stucked for more than a month or using a downgraded version?
Regards.
Artur.
....you just need to buy a p1 back and you get premium support again. 😉. I think p1 is adjusting to a fast changing mf market and it is understandable that they reserve better support to their hardware customer because not much else is left to fight fuji. the software only customer have always been second class but now it becomes more visible and I would be surprised if this will change in the near future. what is not needed to keep their hardware business alive goes to the investors and as long as there is not a major flashback this will be the new normal.0 -
Horseoncowboy wrote:
NNN636638844043775816 wrote:
Hello all!
another unsatisfied user with tech support. I posted and sent my problems (video, logs, descriptions, even apple reports) and no answer from the 13th of December. In my opinion this version was a totally shame... ¿how can be users stucked for more than a month or using a downgraded version?
Regards.
Artur.
....you just need to buy a p1 back and you get premium support again. 😉. I think p1 is adjusting to a fast changing mf market and it is understandable that they reserve better support to their hardware customer because not much else is left to fight fuji. the software only customer have always been second class but now it becomes more visible and I would be surprised if this will change in the near future. what is not needed to keep their hardware business alive goes to the investors and as long as there is not a major flashback this will be the new normal.
Do you know this or are you just speculating?0 -
SFA wrote:
Horseoncowboy wrote:
NNN636638844043775816 wrote:
Hello all!
another unsatisfied user with tech support. I posted and sent my problems (video, logs, descriptions, even apple reports) and no answer from the 13th of December. In my opinion this version was a totally shame... ¿how can be users stucked for more than a month or using a downgraded version?
Regards.
Artur.
....you just need to buy a p1 back and you get premium support again. 😉. I think p1 is adjusting to a fast changing mf market and it is understandable that they reserve better support to their hardware customer because not much else is left to fight fuji. the software only customer have always been second class but now it becomes more visible and I would be surprised if this will change in the near future. what is not needed to keep their hardware business alive goes to the investors and as long as there is not a major flashback this will be the new normal.
Do you know this or are you just speculating?
you probably know that they are owned by an investment company, so what do you think is the business goal ? happy customer or maximized profit ?0 -
SFA wrote:
Horseoncowboy wrote:
NNN636638844043775816 wrote:
Hello all!
another unsatisfied user with tech support. I posted and sent my problems (video, logs, descriptions, even apple reports) and no answer from the 13th of December. In my opinion this version was a totally shame... ¿how can be users stucked for more than a month or using a downgraded version?
Regards.
Artur.
....you just need to buy a p1 back and you get premium support again. 😉. I think p1 is adjusting to a fast changing mf market and it is understandable that they reserve better support to their hardware customer because not much else is left to fight fuji. the software only customer have always been second class but now it becomes more visible and I would be surprised if this will change in the near future. what is not needed to keep their hardware business alive goes to the investors and as long as there is not a major flashback this will be the new normal.
Do you know this or are you just speculating?
The part about premium support is clearly a fact.0 -
Horseoncowboy wrote:
you probably know that they are owned by an investment company, so what do you think is the business goal ? happy customer or maximized profit ?
Been owned by an investment company for years albeit a different one since the middle of last year.
Neither of them seem to be overtly connected with asset stripping. Under the previous investment the company seems to have progressed along much the same path as they hoped for before that partnership started.
Thankfully Phase is not yet a target for the most aggressive investors involved in "building value" into companies. Or so it seems.0 -
SFA wrote:
Horseoncowboy wrote:
you probably know that they are owned by an investment company, so what do you think is the business goal ? happy customer or maximized profit ?
Been owned by an investment company for years albeit a different one since the middle of last year.
Neither of them seem to be overtly connected with asset stripping. Under the previous investment the company seems to have progressed along much the same path as they hoped for before that partnership started.
Thankfully Phase is not yet a target for the most aggressive investors involved in "building value" into companies. Or so it seems.
for the last years the plan was - deliver less charge more - if this is not right out of an investment firms playbook i don't know. the price increase for the updates was extrem high every year and not just an adjustment to inflation.
the also did not deliver one real innovation for year, the app looks more and more like a cluttered 90´windows app, and they ignor the iPad.0 -
There has been a beta forum on here before. It was removed.
I've been a beta software tester for as long as I've remembered. I helped shape Auto-Save in Photoshop back in the day, finally, for example. I've seen the gamut of developers and companies and how they interact, deal and respond to customers, clients, fans, pissed off ex customers, other developers, know it alls, apologists, etc.
The fact of the matter is, no company I have ever been in communication with, has been this ignorant and crass when it comes to receiving feedback. I've spent countless weeks submitting material to be fixed over the years and most has fallen on deaf ears.
Further I've pushed the idea of a more open beta platform by way of allowing us to at least see our own bug report. I think there's a line that can be drawn with regards to how public they make all of this information, but at the very least you should be able to see your own communications with the company.
At this point because I'm so pissed off I almost want to go for a Subject Access Request and just request a copy of all the information they have on me so I can see my correspondance again.
Poor show to all involved. It's creating a real stain.0 -
photoGrant wrote:
There has been a beta forum on here before. It was removed.
I've been a beta software tester for as long as I've remembered. I helped shape Auto-Save in Photoshop back in the day, finally, for example. I've seen the gamut of developers and companies and how they interact, deal and respond to customers, clients, fans, pissed off ex customers, other developers, know it alls, apologists, etc.
The fact of the matter is, no company I have ever been in communication with, has been this ignorant and crass when it comes to receiving feedback. I've spent countless weeks submitting material to be fixed over the years and most has fallen on deaf ears.
Further I've pushed the idea of a more open beta platform by way of allowing us to at least see our own bug report. I think there's a line that can be drawn with regards to how public they make all of this information, but at the very least you should be able to see your own communications with the company.
At this point because I'm so pissed off I almost want to go for a Subject Access Request and just request a copy of all the information they have on me so I can see my correspondance again.
Poor show to all involved. It's creating a real stain.
What does the company gain from this? Is it just about saving money on support, development, etc.?
Beta forums are a great idea, but they require some level of interaction from the company; if testers are just left to themselves and their reports appear to be ignored it's obviously just going to cause further frustration.0 -
thomaskyhn wrote:
photoGrant wrote:
There has been a beta forum on here before. It was removed.
I've been a beta software tester for as long as I've remembered. I helped shape Auto-Save in Photoshop back in the day, finally, for example. I've seen the gamut of developers and companies and how they interact, deal and respond to customers, clients, fans, pissed off ex customers, other developers, know it alls, apologists, etc.
The fact of the matter is, no company I have ever been in communication with, has been this ignorant and crass when it comes to receiving feedback. I've spent countless weeks submitting material to be fixed over the years and most has fallen on deaf ears.
Further I've pushed the idea of a more open beta platform by way of allowing us to at least see our own bug report. I think there's a line that can be drawn with regards to how public they make all of this information, but at the very least you should be able to see your own communications with the company.
At this point because I'm so pissed off I almost want to go for a Subject Access Request and just request a copy of all the information they have on me so I can see my correspondance again.
Poor show to all involved. It's creating a real stain.
What does the company gain from this? Is it just about saving money on support, development, etc.?
Beta forums are a great idea, but they require some level of interaction from the company; if testers are just left to themselves and their reports appear to be ignored it's obviously just going to cause further frustration.
It's about consolidating your feedback into a manageable and accountable place. It's about allowing the community of testers to interact with each other first. It's about allowing your testers to problem solve and it's about allowing developers to be interacting.
Submitting all this information in an email, receiving no record or copy of what you submitted, having no resolution or feedback that the bug was valid or not -- it just creates a black hole of hope lost. Why bother? Library bugs I submitted in Version 9, Version 10, Version 11, Version 12... exist in Version 20.
It's about being able to see that trend and ask why?0 -
Surely the objectives for beta testing are somewhat varied?
From a pure software testing perspective a developer would like some sort of controlled cadre of testers who are- Known to be competent with the product;
Have time to actually do some testing;
As a group cover a wide range of functionality available in the product;
As a group cover a wide range of photographic (in this specifc case) genre;
Are not going to require support to understand the parts of the product they should already know;
Can report a problem clearly and explain how they investigated and tested;
Can report a problem with evidence;
Have enough nous to try some options to test the breadth or depth of a problem;
Understand enough about their hardware and systems to be able to differentiate between a possible application level bug and some sort of hardware/firmware/OS/Driver incompatibility;
Are representative of typical users of both Mac and Windows operating systems that are currently supported;
Use equipment that covers a number of years of technology;
Represent a full range of camera manufacturer products and, to some extent, lens manufacturers as well;
Are representative of customers using other software (PS, Affinity, Etc.) and plug-ins as part of the work flow.
Once these helpers have tested the base level of functionality a wider group, perhaps representing the potential for the huge number of system configuration variations out in the wild (Especially in Windows World) might be included as a final 'sweep up'.
It shouldn't be too much effort to arrange, manage and co-ordinate such a team should it?
Not too costly?
How should one measure the success ratio and do a cost benefit analysis?
How would it help with testing something from an external supplier, say an operating system developer or a ancillary card driver program that changed at the last moment?
Apple can't be certain to deliver a totally problem free release.
Microsoft can't be certain to deliver a totally problem free update.
They both have plenty of resources and stacks of cash to fund them.
Plus they are in total control of their products and attempt to control any third party products that use their products.
So what system of testing do they use that is still not flawless?
I could go on but I'll leave the discussion of agile development and testing for some other place at another time.
Grant0 - Known to be competent with the product;
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NN635680879799322049UL wrote:
Have Windows users come to expect things not to work, are Mac users used to the idea that Mac software should just work, or is there more to it?
I for one am a Windows user but I read both forums - many issues and opportunities for learning are not OS specific - and I chimed in on the thread on this forum because it was already here.0 -
SFA wrote:
Surely the objectives for beta testing are somewhat varied?
From a pure software testing perspective a developer would like some sort of controlled cadre of testers who are- Known to be competent with the product;
Have time to actually do some testing;
As a group cover a wide range of functionality available in the product;
As a group cover a wide range of photographic (in this specifc case) genre;
Are not going to require support to understand the parts of the product they should already know;
Can report a problem clearly and explain how they investigated and tested;
Can report a problem with evidence;
Have enough nous to try some options to test the breadth or depth of a problem;
Understand enough about their hardware and systems to be able to differentiate between a possible application level bug and some sort of hardware/firmware/OS/Driver incompatibility;
Are representative of typical users of both Mac and Windows operating systems that are currently supported;
Use equipment that covers a number of years of technology;
Represent a full range of camera manufacturer products and, to some extent, lens manufacturers as well;
Are representative of customers using other software (PS, Affinity, Etc.) and plug-ins as part of the work flow.
Once these helpers have tested the base level of functionality a wider group, perhaps representing the potential for the huge number of system configuration variations out in the wild (Especially in Windows World) might be included as a final 'sweep up'.
It shouldn't be too much effort to arrange, manage and co-ordinate such a team should it?
Not too costly?
How should one measure the success ratio and do a cost benefit analysis?
How would it help with testing something from an external supplier, say an operating system developer or a ancillary card driver program that changed at the last moment?
Apple can't be certain to deliver a totally problem free release.
Microsoft can't be certain to deliver a totally problem free update.
They both have plenty of resources and stacks of cash to fund them.
Plus they are in total control of their products and attempt to control any third party products that use their products.
So what system of testing do they use that is still not flawless?
I could go on but I'll leave the discussion of agile development and testing for some other place at another time.
Grant
makes me wonder why for example affinity is successful and able to bring 3 apps + 2 iPad versions to the market within a few years ? a LR/C1 like software is in the works too. the secret ? they are able to listen to their user have a feature roadmap and do everything in the open. but more they are able to deliver support and have a development team listen at the same time too. the development of affinity photo took 5 year but it took p1 10 years to update the NR .0 - Known to be competent with the product;
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