My support cases - A downgraded service
Hi,
It seems that Phase One now have 2 different kinds of customers : those who have purchased hardware and those who "only" purchased a Capture One license. In a previous era, we all benefited from the same support mechanism. One could create a new case and access the original request and the case history on the My Cases page. Now, if you create a C1 case there, you are kindly asked to go your way to another page (https://support.captureone.com/hc/en-us/requests/new) where you can submit a request. You then get an acknowledgement email with a case number but this email doesn't contain your original request. So, if you have submitted several requests, you don't known which is which.
If you need to send additional information, you are asked to "please reply to this email" but you don't know which one. Also, the email subject doesn't contain the case number. So, be sure to not remove it in the message body.
And finally, there's no longer any page showing you the case history. This is now a privilege of the premium customers who have purchased Phase One hardware. C1 customers will have to manage this in their email software.
Very appreciated.
It seems that Phase One now have 2 different kinds of customers : those who have purchased hardware and those who "only" purchased a Capture One license. In a previous era, we all benefited from the same support mechanism. One could create a new case and access the original request and the case history on the My Cases page. Now, if you create a C1 case there, you are kindly asked to go your way to another page (https://support.captureone.com/hc/en-us/requests/new) where you can submit a request. You then get an acknowledgement email with a case number but this email doesn't contain your original request. So, if you have submitted several requests, you don't known which is which.
If you need to send additional information, you are asked to "please reply to this email" but you don't know which one. Also, the email subject doesn't contain the case number. So, be sure to not remove it in the message body.
And finally, there's no longer any page showing you the case history. This is now a privilege of the premium customers who have purchased Phase One hardware. C1 customers will have to manage this in their email software.
Very appreciated.
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Good points. The mail support system needs an upgrade. It is lagging behind their sophisticated software and advanced customers. 0
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