As a new user, I am disappointed with the lack of support from CaptureOne. Hope I made the right move to C1
This is nothing more than a statement of opinion from me. I know some will think this should not be a public post, but there is a reason it's here. The simple reason is that the team at CaptureOne seems unwilling to answer any inquiry I have submitted.
I purchased C1 not too long ago. I have been intrigued for a while and finally decided to buy into the solution. I have used Lightroom since early beta, but have come to realize I can probably get more out of my images and I wanted a set of tools that fit more to the way I think things should be done. Early results have been promising, and I find it easy to great output from the start. I like the color profiles, the DNG profiles, etc.
All is well until I've needed some help. During this move from v20 to v21 I found the documentation I was able to find about the steps to do the move properly on my Mac are confusing and often conflicting. Ultimately I have submitted 2 different requests for help, both with the same information and ask. The most recent was a bit over a week ago.
I have had ZERO response from the company. I have of course checked junk/spam folders to ensure there is nothing there.
This is not the first time my support inquiries have gone unanswered.
Ultimately, I found my way through a move to v21, and things seem to be working so far, but it should not have been this hard. Past submissions with zero response reveal to me a trend that has me wondering if I have made a mistake. I've not cancelled my LR/PS subscription yet but I want to. Honestly though, at this point I'm not sure if I should. Adobe's support hasn't always been stellar but at least they have the courtesy to respond even if it is to give give little resolution.
C1, this feedback is specifically for you. You offer a great solution for digital imaging processing. I've told people for as long as I remember - and I am in a sales role myself - it's not about winning the deal, it's about how you support those who trusted you after the money has passed hands.
You have an opportunity to be better.
-
Nicely done imo.
0 -
I am "slightly" afraid that we will soon see a faster support - for a fee.
Pompously named "professional line" or something.Wanna bet ?
1 -
@ Claude you are too optimistic as long as they find user like the op which thinks "he gets more out of his images" they will only raise prices...
1 -
Well, they can do both: raise prices AND install paying support :-)
0 -
do you really think they are keen to have user not only complaining about the product itself but also about the paid premium support ;-)
0 -
Do you think that will bother them more than the current situation ? ;-)
I could see a much more expensive Subscription Plan (lets say 60 euros/month or so) including "Premium" support. :-)
1 -
ok thats a point, but I see a preset subscription for at least €100 a month which gives the user the most professional, super creative and unmatched experience to unleash the power of color.... and this presets cost them zero to build ! don't you think the investors will love the idea over support which would cost money....
0 -
Support doesn't cost much - look at today's situation :-)
It is not because you promise it that you have to delivers, do you ?
1 -
haha yeah, but enough before some sensitive user feel offended.....
0 -
Thanks for the thoughts everyone. I appreciate you taking the time.
Update: I did get a response this morning. (wonder what triggered that?) - it had some basic information, but if I had not figured this out I'm not sure it would have been enough.
@CSP you said "Claude you are too optimistic as long as they find user like the op which thinks "he gets more out of his images" they will only raise prices..." I guess my only response would be that the difference is not so much that I wouldn't walk to somewhere else, or simply use the Adobe tools I have used since before v1 release of LR.
I have a strong sales background. I always take the approach that deals are won up front, loyal customers are won with how they are treated after money changes hands.
1 -
I always take the approach that deals are won up front, loyal customers are won with how they are treated after money changes hands
totally agree ! but this seems not the philosophy here and as long as user see a value which out-weights the issues there is no need to change things for them and this is in my view the core of most problems reported here.
0 -
I agree with Michael's philosophy.
However, I've used C1 since V7 and never had a problem with responses from support.
0
Post ist für Kommentare geschlossen.
Kommentare
12 Kommentare