How to cancel ?
The support system is horrible, updating to 12 has lost me money. How do I cancel my subscription ? The website is so hard to use. I had no idea using the best system was going to cause so many issues. Now i'm going back to adobe, where i can call or chat in a matter of minutes rather then 24-48 hour intervals of horrible support.
110% disappointed.
110% disappointed.
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24-48 hrs..... you're lucky, I've been waiting since 29th Nov for them to resolve what should be a relatively straightforward request.
I needed a refund on the a C12 licence, wrong package, so I could take out the correct one. After 5 days they responded saying ok, just buy the correct package and we'll refund you when you let us know it's done. Which I did straightaway. 2 Days later again and not a word and now they have double the money from me. It's looking like I may have to go to the CC company to push it through at this rate. Not impressed.0 -
I bought C1 v12 but did not activate yet, so I did return my license but support did not even reply yet on thre support case I opened. Seems like they try to make this as painful as possible.
NOT IMPRESSED!0 -
[quote="NN636271034717228928UL" wrote:
I bought C1 v12 but did not activate yet, so I did return my license but support did not even reply yet on thre support case I opened. Seems like they try to make this as painful as possible.
NOT IMPRESSED!
Well, for me they're still getting the money.... just a different setup. You'd think the service would be better given the price hike. To be honest, this is P me off more as I could do without the chasing up.0 -
As a newbie here this is surprising me. The just did a major release and usually you see company representatives on these forums offering support after major releases. I don't see that here and that is not a good sign. Not giving me any desire now to drop Lightroom and go with Capture one. It appears as if they have very poor support.
I use a music program called Roon which is a premium price product for music, they are always on their forums answering questions and directing people how to get support after a major release.
This is a premium price product and it would probably be in their interest to have a presence here, especially after a major release.0 -
[quote="NNN636770703923053790" wrote:
As a newbie here this is surprising me. The just did a major release and usually you see company representatives on these forums offering support after major releases. I don't see that here and that is not a good sign.
What you as a newbie could not know is that this is a user-to-user forum. For support you open a support case.
So the fact that you do not see many interactions from support on this forum is not a sign of bad support. These guys are quite busy, as usual after a major upgrade and users doing a great job helping other users here.0 -
[quote="Paul_Steunebrink" wrote:
[quote="NNN636770703923053790" wrote:
As a newbie here this is surprising me. The just did a major release and usually you see company representatives on these forums offering support after major releases. I don't see that here and that is not a good sign.
What you as a newbie could not know is that this is a user-to-user forum. For support you open a support case.
So the fact that you do not see many interactions from support on this forum is not a sign of bad support. These guys are quite busy, as usual after a major upgrade and users doing a great job helping other users here.
As an old fart I'm with the newbie here. I wish they'd put more resources on this forum. It would help a lot of users. Being able to search for an answer on a forum would have a positive effect on the amount of support cases and would give users the feeling that their concerns are seen, read and heard. That's good practice for everyone involved.0 -
[quote="Paul_Steunebrink" wrote:
[quote="NNN636770703923053790" wrote:
As a newbie here this is surprising me. The just did a major release and usually you see company representatives on these forums offering support after major releases. I don't see that here and that is not a good sign.
What you as a newbie could not know is that this is a user-to-user forum. For support you open a support case.
So the fact that you do not see many interactions from support on this forum is not a sign of bad support. These guys are quite busy, as usual after a major upgrade and users doing a great job helping other users here.
Sorry but I work in IT and I am very familiar with support on both professional and enthusiast products. Most other forums of this type, especially when it exists on the software developers site, monitor this type of stuff. Especially after a major release. I have seen it time and time again on other product developers site. You would think that a major release time it not just business as usual. It just gives one like me pause as to how frustrating and how hard it may be to get support, even when a "support ticket" is opened. Just bad optics.0 -
[quote="Emile" wrote:
[quote="Paul_Steunebrink" wrote:
[quote="NNN636770703923053790" wrote:
As a newbie here this is surprising me. The just did a major release and usually you see company representatives on these forums offering support after major releases. I don't see that here and that is not a good sign.
What you as a newbie could not know is that this is a user-to-user forum. For support you open a support case.
So the fact that you do not see many interactions from support on this forum is not a sign of bad support. These guys are quite busy, as usual after a major upgrade and users doing a great job helping other users here.
As an old fart I'm with the newbie here. I wish they'd put more resources on this forum. It would help a lot of users. Being able to search for an answer on a forum would have a positive effect on the amount of support cases and would give users the feeling that their concerns are seen, read and heard. That's good practice for everyone involved.
Especially as they don't bl***y respond to the support tickets! This has annoyed me more than the price hike for sure. Theres no way to get through to them... they just don't seem to care. I'm going to ring my bank to instigate the refund of the 1st payment tomorrow... they're quick to take the 2nd payment but not to refund the 1st. Very shabby customer service.0 -
[quote="DAndison" wrote:
Especially as they don't bl***y respond to the support tickets! This has annoyed me more than the price hike for sure. Theres no way to get through to them... they just don't seem to care. I'm going to ring my bank to instigate the refund of the 1st payment tomorrow... they're quick to take the 2nd payment but not to refund the 1st. Very shabby customer service.
I’m sorry about your experience; must be frustrating; wish I could help. I must say though that my experience with support tickets has always been very good. That said, PhaseOne doing more with this forum would in my opinion be a very welcome (additional) way to contact support. I probably should voice that thought in a support ticket.0 -
Yes it would be nice if they had employee's on the forum and responding to some things like other companies do. They are not a big company like Adobe and most of the support people are busy with support tickets. They could outsource support for this forum that honestly glad they have not. I work in IT myself and I cant count how many times I have tried to do online support in a forum or chat and I end up knowing more than the person I am asking the question to. Companies outsource and don't care about the training or the type of support given.
There are many experienced users here such as Paul who spends a lot of time in this forum helping.
Also, and of course not billing related, but a a lot of times the support you will get on forums like this is better than if you talked directly to the company. You're having a real user help you who has had the same problem. Not just someone copying and pasting a script of steps to try as, again working in IT, no problem is exactly the same and many times the standard steps do not always apply.
I have seen there are some Phase One employees on here, and even if they are not responding, I bet you they are pulling the data of what complaints and troubles users are having and giving that to R&D for potential improvements and fixes.0
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