Support - or lack thereof
Does anyone know if the virtual phone is off the hook at C1 support? I posted a coupe of questions over week ago and they're still pending.
Traditionally, support is err-- support as opposed to silence.
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Permanently deleted userQuite a good search engine on here:
https://support.captureone.com/hc/en-us/search?utf8=✓&topic=360001066397&query=support
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The problem with the search engine is that it finds results that demonstrate the lack of support. It's a shame that C1 doesn't have a search engine built in that works very well.
One of the two support questions I posted to support was to ask why C1 could not find a particular file by name.
Another was to ask why C1 doesn't flag file import problems. For example, as a new user, I tried to import a mono Tiff which was successful. However it was badged as read only. Nothing I could find about the read only badge said that mono Tiffs can be imported but cannot be edited. I found that info somewhere else. That's a fairy big omission in my opinion in both the software and the manual itself which doesn't appear to mention it.
However waiting a week for support is plain wrong for a paid for program at this price level.
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Hi John,
About your first question, I can find any file by its name, legend, text, rating, anything, and I can't understand why you can't. Unless I misunderstood your question.
About the gray scale images, you can find the information in many different places of the C1 support. For instance, in the release notes:
https://support.captureone.com/hc/en-us/articles/4404012811537-Capture-One-21-14-3-0-release-notes
I think Capture One didn't answer you because the answers were already part of the information delivered by the staff in the documentation. For this type of questions, you could indeed ask the community of users in this forum.
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John,
If the searches do not uncover any answers to a question and if you really need a response from the C1 Support team, start with using the "Submit a request" feature of these Community pages in order to create a Support Case.
This should result in an email response with a Case number, an email correspondence record and the ability to monitor interactions via the "My Activities" option under your User Name in the Community pages login.
For a faster Technical Support response I think you may need to take a look at the Enterprise license option, though would observe that your comment about
"However waiting a week for support is plain wrong for a paid for program at this price level."
Would only be reasonable in this day and age with a traditional but optional "Support Contract" in place.
The trouble with that would be the sheer number of people (with the requisite knowledge) required to rapidly answers the questions, 99% of which may well be answered in minutes with less admin effort for all concerned using the Community search facility.
The entire concept for any commercial business opting to implement Zen Desk as their Support Platform, as Capture One has done, is to intend to deliver on-line self help as a more efficient and effective solution for the vast majority of cries for help. My impression, based on using several such systems over some years as a consumer of answers, is that at this point Capture One has done this quite well. Better than most, possibly.
The alternative would be to attempt to deliver a 24/7/365 human Support operation in multiple languages.
I have been involved with running and supporting such operations in the past. I have also seen the results of an attempt to outsource some separate regional support operations to a single Global provider and the many levels of chaos and disappointment involved. Nobody benefitted, except the Global provider who, apparently, wrote some very good contracts about revenue expectations but excluding the service level promises made to the customer and thereby avoiding their delivery.
The "Community" led approach founded on a basis of technical articles seems to be the way to go on a highly variable, frequently updated product where the potential for Support Contracts with payments would not be viable (even to administer) for the majority of License holders even if they wanted them. Or so I would anticipate.
As Robert wrote above, many of the regular members of this Community are more than willing to help with advice if they have relevant knowledge. Indeed one might expect users, collectively, to have more practical experience to offer than would be likely to be the case with hired helpdesk staff. That would be the way the economics of support for a product with a complex technical nature would work.
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If the searches do not uncover any answers to a question and if you really need a response from the C1 Support team, start with using the "Submit a request" feature of these Community pages in order to create a Support Case.
I did this on two topics and have had no reply in over a week. Of course I first searched the FAQ and knowledge base and didn't find any answer.
It's all very well to say this is how you do something but when the suggested method is incomplete or fails, what do you do then? Send a request to support and wait, and wait and wait.
I have bought many bits of software for way less than C1 and had questions answered within hours. The community approach works well enough for the software developer in that they don't have to provide support people but it may not work for the customer. I have seen numerous questions in the forum that are unanswered… by community or support people.
It's not even as if I don't know what I am doing in most software either. I have been using Photoshop, Indesign, Illustrator and Aperture professionally for decades and not had to ask a question because either the software behaved as expected or there was an answer out there somewhere. This does not appear to be the case with C1.
I'm baffled as to why monochrome tiffs cannot be edited in C1 but staggered that when importing these files, there's no warning from C1. Converting to RBG has increased some of my file sizes to over 450mb.
I will submit my most important question in the support forum and keep my fingers crossed.
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