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Unable to start a support case

Permanently deleted user
I am unable to start a support case in order to report a bug. No way to find that feature. Did Phase One block that intenionally?
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9 comments

Date Votes
  • Ian Wilson
    Moderator
    Top Commenter
    You go to the Phase One website, and then Support.

    https://www.phaseone.com/en/SupportMain

    Scroll down the page to the three blue options under "Contact Technical Support". If you use Capture One, but not a Phase One camera, click the second one "I need support for Capture One but do not own Phase One camera equipment". On the page that takes you to, there is a link top right saying Submit a request.

    Ian
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  • SFA
    ThomKlim wrote:
    I am unable to start a support case in order to report a bug. No way to find that feature. Did Phase One block that intenionally?


    https://support.captureone.com/hc/en-us/requests/new

    New system.

    All communications via eMail.

    Unless you have Phase Hardware in which case see the link on the page.

    HTH.


    Grant
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  • Permanently deleted user
    I'm pretty upset with this 'new system'.

    First of all, it makes me feel like a second rate customer for not owning P1 hardware. Like, 'we won't take your problems seriously, we'll maybe look at it after the holidays, when we feel like'.

    Secondly, and equally disturbing, it makes me fill in the super annoying traffic light captcha. Completely unnecessary, since we are all registered customers - there's no need for captchas to protect the system from robots, if we could just login like we did with the old system.

    Thirdly, the automated responses that the 'new system' spits out are useless. They don't even mention which report they refer to. And since C1 20 is pretty unstable and there are many things to report about it, that is also pretty much annoying - if you want to send in an update on one of the reports, which one is it?

    And no updates on my reports yet... the only response I got is from webcare, someone is trying their best there but it's not the same as proper support of course. Meantime, glancing over this forum I get the impression that C1 20 has serious instability around opencl - lots of people are complaining about issues that point in that direction. So maybe the support staff is overwhelmed? but then they could at least post a statement here?

    Obviously I'm a seriously unhappy camper about this.
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  • Permanently deleted user
    Well, I understand your frustration.

    Me too, I kind of regret to have upgraded to C1/20 from C1/12 which, if not perfect, was stable.
    Now, just take into consideration that it is end of year, holiday time, and that indeed, the support staff is overloaded (they confessed that on Twitter).

    Maybe the software was not technically ready for a release, but marketing too the upper hand.
    Anyway, as long as they work on it, I guess we have to be a bit patient.
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  • Permanently deleted user
    I remember with C1 v9 and v10 especially they were keen on fixing issues and they were very open and helpful, quick to respond and the updates actually solved problems. With version 11 it was still good and with v12 bugs and other issues were pretty much ignored - or at least that's what it felt like.

    They consistently ignored reported bugs, they consistently ignored user feedback regarding performance issues and they consistently ignored user input regarding features.

    HDR stacking? No.
    Fix Wacom troubles? No.
    Focus stacking? No.
    Fix interface issues? No.
    Built-in camera profiling similar to Lightroom? No.
    Fix NAS performance? No.
    Stop re-indexing a session and catalog every time you open them? No.
    ...

    So it should not have been a surprise to see them pretty much scrap the whole support for CaptureOne and I was still unpleasantly surpised.
    With C1 20 the message is loud and clear: "We don't need any feedback and we don't want any feedback."
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  • Thomas Kyhn Rovsing Hjørnet
    Top Commenter
    Sytse wrote:
    I'm pretty upset with this 'new system'.

    First of all, it makes me feel like a second rate customer for not owning P1 hardware. Like, 'we won't take your problems seriously, we'll maybe look at it after the holidays, when we feel like'.


    Indeed. It's quite obvious that P1 needs to hire more people for support. You can't expect people to accept a response time of several weeks, even if it's Christmas in Denmark, which only accounts for a few days anyway. And it's not as if it came by surprise.
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  • Paul Steunebrink
    thomaskyhn wrote:
    Sytse wrote:
    I'm pretty upset with this 'new system'.

    First of all, it makes me feel like a second rate customer for not owning P1 hardware. Like, 'we won't take your problems seriously, we'll maybe look at it after the holidays, when we feel like'.


    Indeed. It's quite obvious that P1 needs to hire more people for support. You can't expect people to accept a response time of several weeks, even if it's Christmas in Denmark, which only accounts for a few days anyway. And it's not as if it came by surprise.

    Maybe Capture One staff might want to reschedule new major releases until after the holidays in January or two months earlier to be able to catch up with the flood of support requests they can expect.
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  • ---
    don´t get things wrong the support problem is only the symptom, the real cause is a rushed out bugy software !
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  • ---
    C-M-B wrote:
    I remember with C1 v9 and v10 especially they were keen on fixing issues and they were very open and helpful, quick to respond and the updates actually solved problems. With version 11 it was still good and with v12 bugs and other issues were pretty much ignored - or at least that's what it felt like.

    They consistently ignored reported bugs, they consistently ignored user feedback regarding performance issues and they consistently ignored user input regarding features.

    HDR stacking? No.
    Fix Wacom troubles? No.
    Focus stacking? No.
    Fix interface issues? No.
    Built-in camera profiling similar to Lightroom? No.
    Fix NAS performance? No.
    Stop re-indexing a session and catalog every time you open them? No.
    ...

    So it should not have been a surprise to see them pretty much scrap the whole support for CaptureOne and I was still unpleasantly surpised.
    With C1 20 the message is loud and clear: "We don't need any feedback and we don't want any feedback."


    100% agree, when they would have listen to us user just a little over the years c1 would be a much better software today . I also have the feeling they kept the development team very small on purpose the little improvements they made over the years are telling, even the one man developer of my billing software made bigger progress with his app in the same time.
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