Zum Hauptinhalt gehen

⚠️ Please note that this topic or post has been archived. The information contained here may no longer be accurate or up-to-date. ⚠️

My first impression of the PO Support

Vertex
Unfortunately I have to say that my first impression of the Phase One support was not very peasant.

A couple of weeks ago I have contacted the german support branch by e-mail with a simple question.
I asked them if there is or will be a special discount offer for former Aperture users. I waited
one week and got no answer. Then I sent the same e-mail to the HQ in Denmark. Until now I have got
no answer at all. I am working in sales for a international company and I have to say that this kind
of behaviour is a absolutely no-go in customer relationship - we try to respond any e-mail within 24h.

I am sorry to mention this issue in the forum, but i am very angry about it - I think it is important
to address even unpleasant experiences.

cu
Erik
0

Kommentare

6 Kommentare

Datum Stimmen
  • Christian Gruner
    Please post your case number, could be a technical issue.
    0
  • Mark Sealey
    My impression - and it is only an impression… I'm new here - is that PO is struggling in the face of a mass of Aperture refugees.

    I wish PO luck in living up to the deservedly good reputation of the product.

    But they do need to act… e.g on this failure of email notification from this forum - that's been going on for a little tot long!
    0
  • LSdigi.com
    I must be the only person who has only ever had excellent technical support from Phase One... All answered within a day or less.

    As for discount, technical support has nothing to do with that. Watch out for their 10-15% off discount codes from various places, it even goes up to 50% towards the end of the version cycle. Teamwork are doing it for £135 right now, which is pretty damn cheap! http://www.teamworkphoto.com/
    0
  • SFA
    [quote="Mark Sealey" wrote:
    My impression - and it is only an impression… I'm new here - is that PO is struggling in the face of a mass of Aperture refugees.

    I wish PO luck in living up to the deservedly good reputation of the product.

    But they do need to act… e.g on this failure of email notification from this forum - that's been going on for a little tot long!


    Mark,

    I several of the rather few forums and similar that I frequent do not have operational (or reliably operational) email notifications.

    Frankly I am grateful for that on the basis that it prevents in-box overload.

    On the other hand the forum here is not so active, usually, that threads in which one has an interest get lost in a mass of activity and become invisible when one logs in.

    On that basis my personal opinion is that it doesn't matter much that the email advisory does not work and may even be a benefit!

    Support Case emails, for the few I have created, and other contact emails (again not many) have always worked well.

    Grant
    0
  • Mark Sealey
    Grant,

    I agree about replies to tickets submitted in the preferred way - for the most part.

    Although when I first started using CO a few months ago, there were some queries - including email notification on the forum - that did go entirely unanswered.

    I wish there were such notification - specifically because the parts of this forum in which I am most interested (CO for Mac) do have relatively little traffic.

    My impression remains, though, that PO is doing all it can to support its users; and may well be 'betwixt and between' in terms of scale as its customers (from Aperture) hopefully increase.

    Good luck to them!
    0
  • Jim_DK
    [quote="Vertex" wrote:
    Unfortunately I have to say that my first impression of the Phase One support was not very peasant.

    A couple of weeks ago I have contacted the german support branch by e-mail with a simple question.
    I asked them if there is or will be a special discount offer for former Aperture users. I waited
    one week and got no answer. Then I sent the same e-mail to the HQ in Denmark. Until now I have got
    no answer at all. I am working in sales for a international company and I have to say that this kind
    of behaviour is a absolutely no-go in customer relationship - we try to respond any e-mail within 24h.

    I am sorry to mention this issue in the forum, but i am very angry about it - I think it is important
    to address even unpleasant experiences.

    cu
    Erik


    Hi Erik and welcome to the forum,

    I have checked our back end and there are no cases or case history for your profile.

    If you would like a response from Phase One, make a support case at http://support.phaseone.com and someone will get back to you within 24hrs.

    Have a nice weekend.
    0

Post ist für Kommentare geschlossen.