CaptureOne Pro problems
Sorry for posting this problem here but contactin PhaseOne though the web resulted in no responses at all. And I know some PhaseOne employees read this forum.
I have been loyal user of CaptureOne since 2004 and never had any problems till now. Here is the story.
On June 28 I have received an offer from PhaseOne to upgrade my CaptureOne Express 6 to Pro for $149. The email included a voucher. I decided to take this opportunity and purchased the upgrade on June 29. Within a minute I received the key number and activation went without any problems!
What surprised me though was the included invoice for $299 (invoice number 581590) and subsequent charges on my credit card for the same amount. I believe there was a mistake somewhere in the process and I was wrongly charged the full amount. I would expect that PhaseOne would credit my card with the difference i.e. $150.
Once again sorry for posting this here but it was my last option.
Thanks
Kris
I have been loyal user of CaptureOne since 2004 and never had any problems till now. Here is the story.
On June 28 I have received an offer from PhaseOne to upgrade my CaptureOne Express 6 to Pro for $149. The email included a voucher. I decided to take this opportunity and purchased the upgrade on June 29. Within a minute I received the key number and activation went without any problems!
What surprised me though was the included invoice for $299 (invoice number 581590) and subsequent charges on my credit card for the same amount. I believe there was a mistake somewhere in the process and I was wrongly charged the full amount. I would expect that PhaseOne would credit my card with the difference i.e. $150.
Once again sorry for posting this here but it was my last option.
Thanks
Kris
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Have you logged on again to the Phase One support web site and checked your case status? An e-mail reply could get lost; the online status not.
Did you enter the promo code during check-out on purchase, reducing the amount to pay?0 -
Paul,
I logged the case through web contact but I did not receive confirmation or case number. I believe you get the case number only when you log in "technical problem".
And yes I did put the voucher code in and I did see the reduced price.
What I think has happened somewhere in the system when I press the button “purchase†the code was not factored in.
Anyway, I have been very happy with PhaseOne for 7 or so years and I believe it was just a glitch in the system and PhaseOne comes though with a solution.
Cheers0 -
You always get a case number. When you login, you'll be able to check "Your cases" and can't miss the item for a status update. You can also retransmit it again to get attention. By the way, this can take a few working days, so let's see what will happen next week. 0 -
It's been 7 days and no responses from PhaseOne. I always respected this company, however it seems they are following the suit of large corporations and are forgetting their customers! I know mistakes/errors do happen, it is how the company deals with them make a difference.
Is anybody in PhaseOne actually checking this board? Reading requests/messages coming through their contact channel? I doubt it. My high respect for PhaseOne somehow deteriorated....0 -
My upgrade went OK for me after first failed try....
I have had problems with various web browsers not communicating properly with their server.
In fact I had to use IE as FireFox and Chrome wouldn't work for the purchase. Neither would apply the discount code.
As far as using the web contact. I have always got a case number for every contact started with them.0 -
Issue fixed. I was contacted by Phase One staff and all is straightened out.
All I can say thank you Phase One! You are a company with integrity and customer focus.0 -
Good to hear. Thanks for letting us know. 0 -
[quote="Paul_E" wrote:
Good to hear. Thanks for letting us know.
I always give credit where crwdit is due 😉0
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