Capture One - You need to respond to Support Requests Now
Not the standard reply. Not the BOT reply.
A reply that can acknowledge the problem, look at the screen video captures you've requested, and not ask me what operating system I'm on! For the record - it's all good, latest OS and all of the same software and settings that were working with C1 12. Nothing has changed - Only your software update.
I'm not the only one.
Others will chime in here with a "me too" I'm sure.
This is the worst support I've endured from Phase One in 15 Years. You've got it all wrong. You've messed up.
A reply that can acknowledge the problem, look at the screen video captures you've requested, and not ask me what operating system I'm on! For the record - it's all good, latest OS and all of the same software and settings that were working with C1 12. Nothing has changed - Only your software update.
I'm not the only one.
Others will chime in here with a "me too" I'm sure.
This is the worst support I've endured from Phase One in 15 Years. You've got it all wrong. You've messed up.
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I agree, it is pretty bad, 0 -
This is a response to one ticket (out of several) I filed on December 11. I got the response on 1/29, replied to that and haven't heard back again. Since the launch of Capture One 20 our Support department has been flooded with tickets, and we are still trying to get to the bottom of the pile.
We can see that your request is one of the ones that have waited the longest, and we are trying to give those tickets the attention that they need, and will prioritise it, if your issue still needs handling.
Stop making your problems our problems.0 -
I received an email yesterday asking what version I was using and stating that @this bug has been fixedâ€.
It hasn’t.
I replied straight away. Still nothing back.0 -
Capture one customer service is embarrassingly bad. It has gotten worse over the years. several times they have not responded at all, most times they respond without even reading the info they so much request ( logs and stuff) NEVER have they fixed a problem!!
Like I always say... it is nice to be the king of software but sooner or later someone else will have a better or similar program..... and then we will see 😄 😄 😄
Alessandro0 -
I've had a reply asking me if I could possibly send through a video demonstrating the problem.
What? Like the one I sent three weeks ago? Or did you not look at that?
What a joke.0 -
I've had two replies to a request for a very simple feature adjustment; the first was the standard copy & paste reply "In order to better understand what it is you would like to achieve (etc.)", the second another copy & paste reply: "Capture One 20.0.2 is now available for download. We recommend installing this update, as it includes several bug fixes and improvements. If you're still experiencing difficulty after running this update (etc.)". At least they appear to have read some of my other support requests. 0 -
Yeah, not actually reading the case notes is something I"m seeing too. I know there is a backlog but responding this poorly to support requests makes things worse not better. 0 -
I've written a comment about this on their Facebook page (https://www.facebook.com/pg/captureonepro/posts/). 0 -
IanL wrote:
Yeah, not actually reading the case notes is something I"m seeing too. I know there is a backlog but responding this poorly to support requests makes things worse not better.
It makes me wonder if there have also been some system problems and the some original content and/or attachments have been lost.
Or previous responses and follow-ups have become detached from the email "thread".
That said the single "request" I submitted in early December was dealt with producing a complete trace over a period of time.
If, as seems likely and for whatever reasons, the Support System was completely inundated during the V20 launch period it could be a huge and time demanding task to recover, deal with the backlog and angry clients, and establish a new, stable operational basis.
Grant0 -
SFA wrote:
IanL wrote:
Yeah, not actually reading the case notes is something I"m seeing too. I know there is a backlog but responding this poorly to support requests makes things worse not better.
It makes me wonder if there have also been some system problems and the some original content and/or attachments have been lost.
Or previous responses and follow-ups have become detached from the email "thread".
That said the single "request" I submitted in early December was dealt with producing a complete trace over a period of time.
If, as seems likely and for whatever reasons, the Support System was completely inundated during the V20 launch period it could be a huge and time demanding task to recover, deal with the backlog and angry clients, and establish a new, stable operational basis.
Grant
In my case, nothing was detached from the email thread – everything was there, including the original request.
After writing on Facebook, I got a reply that actually addressed the request, even if it was just the usual "we received your feature request and forwarded it to our product team".0 -
thomaskyhn wrote:
SFA wrote:
IanL wrote:
Yeah, not actually reading the case notes is something I"m seeing too. I know there is a backlog but responding this poorly to support requests makes things worse not better.
It makes me wonder if there have also been some system problems and the some original content and/or attachments have been lost.
Or previous responses and follow-ups have become detached from the email "thread".
That said the single "request" I submitted in early December was dealt with producing a complete trace over a period of time.
If, as seems likely and for whatever reasons, the Support System was completely inundated during the V20 launch period it could be a huge and time demanding task to recover, deal with the backlog and angry clients, and establish a new, stable operational basis.
Grant
In my case, nothing was detached from the email thread – everything was there, including the original request.
After writing on Facebook, I got a reply that actually addressed the request, even if it was just the usual "we received your feature request and forwarded it to our product team".
Feature requests have not, historically and in most cases, resulted in anything more than an acknowledgement of receipt of an automated acknowledgement system is active.0 -
SFA wrote:
Feature requests have not, historically and in most cases, resulted in anything more than an acknowledgement of receipt of an automated acknowledgement system is active.
I'm familiar with the usual replies to feature requests. However, as indicated by the replies I received, the person responding did not actually read the request.0 -
i complained on twitter and finally someone started helping me a couple hours later.
some system this is.0
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