Yet another request for better support (addressed at Capture One)
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Yet another exemplification of the disconnect between support and the R&D department:
"We are looking into it and trying to get some news from our RnD department."
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So, still not a word from the R&D department, except – through Christine – that my current case (constant unresponsiveness) is unique and therefore – as hinted at by Christine above in the passage about the R&D teams prioritizing their work – other issues may be prioritized.
If you want to be transparent about your handling of support requests, how about stating directly if you're still looking into an issue or you've put it aside because you've got more important things to do?
In any case, if anyone is experiencing similar issues with unresponsiveness, please contact support about it (for reference, my support request is #147215). More about the issue here.
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> Thomas Kyhn: If you want to be transparent
Did we ever believe that to be the case?
There are now 6 days since Christine Monberg's short post with wording that kind of implied she knew the answer to your request. But, to avoid double dialog, Marian would be the person replying "shortly". I include a screen snip of the post at the end so you and Christine Monberg do not have navigate the thread to look it up.
Did you receive that reply?
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I did – "We are looking into it and trying to get some news from our RnD department."
I also received a couple of replies from Christine Monberg herself. But nothing more specific than a halfway indirect admission that as the R&D department hasn't been able to reproduce the issue and I'm the only user who has reported it, they're no longer looking into it (which would also explain why they haven't requested any more information from me). And even this vague response had to be dragged out of them with countless requests and complaints in several different places.
While I generally like the software itself – disregarding the issue above, its horrendous handling of catalogues and a number of other severe limitations – I am absolutely fed up with this company.
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Yet another month and still no further information from support about either of the unresponsiveness issues. Neither the reproducible issue (unresponsiveness when searching/filtering) nor the allegedly unreproducible issue (unresponsiveness when switching tool tabs, changing metadata, etc.).
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> Thomas Kyhn: Yet another month...
Surprised?
There is a fairly recent thread Apple Silicon Support in the PM support forum that may have/develop useful information.
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Surprised?
There is a fairly recent thread Apple Silicon Support in the PM support forum that may have/develop useful information.
No, not at all surprised. This thread is fairly indicative of the state of Capture One.
Thanks for the PM reference; I hadn't seen that.
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> Thomas Kyhn: This thread is fairly indicative of the state of Capture One
That thread, this thread and quite a few other threads as well. It appears to be more about the company than the application.
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It appears to be more about the company than the application.
Indeed.
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Hi,
The program makes an error while converting. 4 months no response! How is this possible?
Konstantin
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Hi Christine Christine M.
How is the new change process going at Capture One?
From my perception, nothing has changed except that beta versions are no longer available - and I can no longer see/manage my activities in this forum.But now to my concerns. My ticket for printing has now been open for + 2 years. Also the problem with slow loading of images was not solved. Now it seems that Caputre One needs some money again and a new paid update is coming. Although the current version can't even print properly. I'm already prophesying that the real innovations won't come until summer. With new problems that may then be fixed in the next release - which of course costs money -whether the problems will be solved if they are not mainstream nobody can answer.
So now I would like to ask for a free update / Year or a discount or a free subscription until the open ticket (printing with profiles - Epson P800) is solved.
I hope for a concession from Capture One.Kind regards
Andreas** DE - Orginal **
Liebe Christine Monberg!
Wie läuft der neue Veränderungsprozess bei Capture One?
In meiner Wahrnehmung hat sich nichts geändert außer, dass keine Beta-Versionen mehr verfügbar sind - und ich meine Aktivitäten in diesem Forum nicht mehr sehen/verwalten kann.Aber nun zu meinen Wunsch. Mein Ticket zum Drucken ist nun seit über 2 Jahren offen. Auch das Problem mit dem langsamen Laden von Bildern wurde nicht gelöst. Nun scheint es, dass Caputre One wieder etwas Geld braucht und ein neue Bezahl-Update ansteht. Obwohl die aktuellen Version nicht einmal richtig drucken kann. Ich prophezeie schon jetzt, dass die wirklichen Neuerungen erst im Sommer kommen werden. Mit neuen Problemen, die dann villeicht im nächsten Release behoben werden – was natürlich Geld kostet – oder auch nicht gelöst werden.
Daher möchte ich jetzt um ein kostenloses Update oder einen Rabatt oder ein kostenloses Abonnement bitten, bis das offene Ticket (Drucken mit Profilen - Epson P800) gelöst ist.
Ich hoffe auf eine Entgegenkommen von Capture One.Mit freundlichen Grüßen
Andreas1 -
Hi,
Thank you. Yesterday I received answers within a few hours.
Konstantin
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How is the new change process going at Capture One?
From my perception, nothing has changed except that beta versions are no longer available - and I can no longer see/manage my activities in this forum.I haven't been able to detect much of a change either. I wonder if this is due solely to my being outside of the statistical mainstream.
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Hi Andreas.
Let me take your points one at a time. Let me know if I am missing anything.The changes that we have implemented are related to how we work in Support - it is not related to how we prioritize fixing bugs. We do have some issues that are on the "to-do" list for our engineers. I understand that having one of these issues pending is frustrating, but it is a very unique case related to printing that, as Isak has mentioned to you, is not prioritized for the time being. I can see that you have had ongoing dialog with our team and have been informed.
Reg. slow loading of images, it seems like Isak got back to you 23rd of August and you only replied to that inquiry yesterday saying that you have seem some improvement. So I will let you and Isak continue the work on that.
Reg. granting you a free upgrade on the basis of the Printing issue, this is not something we are able to accommodate. If there are other matters we need to take into consideration, please raise these in the open ticket you have.
Reg. the changes to the user profile here (no access to beta and not being able to see activations), I will look into this with Jack. If this is an issue you want us to keep you in the loop on, please create a ticket.
Hi Konstantin.
I don't see any tickets created in your name, using this profile (nor have we had tickets older than a few weeks, let alone 4 months).
I am glad you got an answer to your ticket, but if you need any further help, please refer to a ticket number or make sure to use the same profile to create a ticket as you use for forum activity.
Hi Thomas.
I believe that you have been in dialog with Marian ongoing. The fact that not all bugs are fixed right away or that we can't connect all users directly with our engineers is not something that is going to change, I am afraid.
I know (the vast majority of) our users see the changes.
I would love to make everyone happy and implement every single suggestion coming from our users, but that is not possible.
I know that you are a big contributor to the dialog in the community and that you are also really actively taking a part in the steps to solve the issues you are experiencing and that we are incredibly thankful for.
I am working with Marian to find out how we can utilize the input we get from dedicated users like you to improve the bug solving process. But that is a longer journey.
So for that I would ask that you have more patience.0 -
Hi Christine,
Thanks for your reply. I appreciate it.
My complaint here is in no way about Marian. Neither is it about the lack of direct access to your engineers. And I fully understand that bugs cannot always be fixed right away, but then I don't believe anyone is expecting of you that you always fix bugs right away.
In my (admittedly limited) experience, response times haven't gone down. Yes, in cases where a support request has a very simple answer, or I've solved the issue myself so that the support ticket can be closed right away, I've received quick replies. But in other cases, it still takes quite a while. And in cases where you need to supply further information (or the support agent asks for information that has already been supplied), you often have to wait for several days, once again, for a reply. And judging from what others write in the forum, I'm not the only user with this experience.
Also, one of the changes you mentioned in your first reply in this thread was increased involvement in the forum from your side. I must say I don't remember coming across much such involvement here. Unfortunately, as it would have been a very welcome improvement.
On top of the issues some users experience with Capture One customer support comes (the company) Capture One's handling/prioritization as regards bugs, limitations, new features, etc. (see this thread for a few examples), which may contribute more or less directly to the negative assessments of your customer support, as it exacerbates the impression of issues being ignored.
Best regards,
Thomas
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@Thomas Kyhn
Have you tried exporting (parts of) your catalog and then import the exported version into a fresh catalog?
I could imagine that the delays you are experiencing are due to issues in the database underlying your current catalog.
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Dear Christine M.
First of all, thank you for your answer!
Reg. Printing - Discount
Ok, if printing (with Apples CMM on an Epson SC-P800) isn't important to Capture One any more, I guess with that said, all has been said... - To me, it's a very basic feature and a major flaw, since ver. 20 not being fixed*. Therefore my request for a discount or refund. All I ask for is that it works the way your company describes it. (sorry there is no mysterious or unique thing with CUPs and CMM on a Mac).
https://support.captureone.com/hc/en-us/articles/360002660538-Printing-images. Request #41696
And by the way - a fix was promised 2 yeras ago. Request #41696 ... Dejavou...
// * fowardet to dev. and a fix in ver. 13.1.2.37 but with 13.1.4 it stoped working again look at #53970.
Any other Software from any competitor I know, gives wonderful results with my Epson SC-P800, the only application that cannot print colours adequately is Capture One since Ver. 20. I also need other features that are important to my workflow - like printing - that just aren't mainstream anymore. (Optical corrections with 80% as default, JPEG 2000, Batch-List, small compact tooltab icons - was a reason for C1 for me - all gone). I simply swore to myself, last year, that if the printing problem was not addressed, I would not invest, any more money in this software - so i am just looking for a way out...to keep my face and i eye on Capture One. I am already using a other Software as my main RAW Editor. The update prices have increased (from € 77,50 to € 209) proportionally to the problems / bugs - not being important enough to get a fix, right? Basically i would be happy with C1 v 22 able to print - to open my old Edits.
WebSite Isue - Notification - Ticket...
Just fix your WebSite instead of complaining on youtube that nobody reads the release notes, when there aren't any for the last 2 years. (for German) customers. Or blaming me not answering. Now my forum activities can't be found anymore- returning 404. // You should say Thanks for Reporting... // I have access to the beta area but there is none at the moment. (that was just a comment - how to notice the changes about creating more transparency.)
Top Menu -> Avatar "Andreas Neureiter" -> Activities - 404 Error (I have to use the link in an old e-mail to get here)
I think this has to do with removing the multilingual feature on the Forum - combined with the deactivation of the notification function, for longer periods of being inactive...
Reg. slow loading images and how u treat your Customers
Slow Loading: Perhaps my claim/expectation on this point is simply too high. I am already using other software to selecting images / culling. Some versions work a little faster, others slower. I think it has to do with MacOS and a preview Service and which RAW-data is provided (Camera-Brand). But what I can say is that this problem is easy to reconstruct - and should not end up at the customer, but should already be recognised during a quality assurance process.I've put well over 100 hours into both isues Printing and slow loading images on my side. Always starting from 0 is just a frustrating experience and I'm done with that. As an example - the printing issue, I have collected and submitted all CUPS logs, Print jobs properties and job files and all my findings plus hints where to look at.
Summarized. Printing is a very unique case now, that is not important enough to get solved within 2 years. And since the ticket is open (2 years+), I can't expect any concessions from Caputre One. Perhaps this is the Danish way of creating customer satisfaction. I'm just wondering.
A frustrated customer (since 2014)
Andreas1 -
@Class A
Thanks for the suggestion. I've tried that twice, and it made no difference unfortunately. I also suspected that it could be an issue with the database. According to support, the R&D department hasn't been able to reproduce the issue (using a copy of my catalogue); if it was caused by some sort of database corruption, you should think that it would have been reproducible with the same catalogue.
So far my guess is that the issue is caused partly by Capture One's lack of optimization for Apple silicon, partly by Capture One's general problems with handling larger catalogues. Most likely there are other factors involved too.
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Hi Christine,
As if I smelled the roast. Today I got an e-mail announcing Capture One 23.
And it is offered to buy a pig in a poke again. Unfortunately, it reminds me a little of, the free year I never got from SmugMug https://support.captureone.com/hc/en-us/community/posts/360011305817-Your-SmugMug-plan- or the printing issues."Save 20% on top of your usual 33% upgrade discount... (39,6% in total right?)
Take a peek at what's to come:- Cull images faster than ever
- Get more control over editing with Layers in Styles
- Ensure accurate order of photos for easier culling with the ability to change capture time
- Easily sort variants in different albums for more efficiency
- Exciting changes to Capture One Live"
I think the slow loading image issue has finally been fixed in the new Release (may be this feature will show up later next Year or November who knows?). Thanks for the transparency! The honesty saved me a lot of time from not having to contact support again. *sarcasm off*.
"Slow loading of files
With Sony files, loading the file again takes 1.5" when not in the cache. See ticket #102249. ....
Are there any plans that C1 can be used for culling again? Or should people who also want to select 1000 photos switch to another package?
Mac Studio M1 Ultra 64GB." - Me June 26, 2022
Followed with the default suggestions like preview size.... 5K display blah blah blah.
Support could also have written:
We are aware of this. We are working on a culling feature for the next Major release. please be patient...Enough with the lament... I just wanted to recap how you treat loyal customers, that makes you really unique.
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I would venture to guess that having a C1 face here in this forum would significantly reduce the number of support tickets that are being filed and thus perhaps reduce the backlog of the others if C1 was truly interested.
I think so too. But perhaps the company isn't truly interested?
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Hi Thomas Kyhn, in a way it's good to read others also have unsatisfying, disappointing experiences with support. In another way, this confirmation of "we can't solve the issue, forget about it" behaviour raises the question "why waste more time reporting bugs - there's no point in it?"
Each craftsmen, each vendor has the legal obligation to fix it in time there was a mishap, malfunction or no sufficient quality with a product. Software engineers get away with any crap they produce, no one will ever force to fix it or threaten them with a serious lawsuit. The only thing we users can do is telling "eventually I will look elsewhere", just to meet there the same gameboy attitude and skills. And with each new bug the anger grows, aggression and frustration increases and I keep on thinking "is this the way that company wants be treated"? With most other companies I can communicate politely, but after so many disappointing discrepancies about what a feature should do and what it really does, blood pressure is in rocket-start-mode. I'm waiting since 7 weeks to get a solution for a display problem no other app ever showed. The only thing I really can do is stop paying for upgrades.
Oh, and about the rates of "solved" cases: This tag is given by the supporter only, so if Victor decides the case is solved by the answer "yes in MediaPro we had something to search full text in album names, but now not any longer and I cannot tell you if we are developing something or it ever will become real". It's like you're new in town and asking me for directions and I tell you yes, once there was a hospital there but now I can't tell you if there ever will be another one, please continue bleeding somewhere else - case solved doesn't mean in any way "satisfying answer was given".
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Hi JoJu,
My impression is that support is comparatively quick to help if you have a simple question that is easy to answer. For anything less simple, it often takes quite a long time before you get a reply, let alone help to solve the issue. So far I've waited for six months for a solution to this issue with unresponsiveness.
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I got a reply today from Victor for a software request (full text search in the library for albums and projects) I made only few days ago. 10 points for honesty ("I don't use that many albums myself") and 1 point for "first hand experience". And after I spent some day doing a screenmovie "how Aperture did it (or better: allowed me to do find very old albums in no time)" and explaining what I need since 6 years. Of course, after I came up with Aperture he also can come up with Media Pro, two dead horses becoming dust.
So, Capture One support is reacting and doing it in a nice way even if the customer already went ballistic in a less nice way, but for some solutions a supporter needs devs. Clever ones, preferably. Looking around into other RAW converters shows some shortcomings (or non-existence) in managing photos else than using finder or explorer.
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After six months, I'm still waiting for a solution to this issue (regular unresponsiveness), and I have yet to see any indication that an attempt has been made to find the cause of it. When I contact support, all I hear is "we're still looking into it" and "will get back to you when we hear from R&D".
And in the meantime, the support ticket has been merged with an unrelated support ticket; the ticket has been "accidentally" closed; I've had to explain again and again what the issue is about, etc. etc.
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