Why does Capture One ignore all of my tech support cases?
Over the past 6 weeks I have sent 4 separate inquires to ask a general question about "DNG" RAW images files with the new Leica SL2 camera. I have never received any actual tech support reply from Phase One/Capture One, except I did receive 2 different e-mails asking me to "rate the quality of the tech support reply". There is/was the phaseone.com "Support Cases" method to ask for help, and then there is this new Capture One web site and its' somewhat different method to submit a tech support question. However, I have tied both ways, and neither one results in a company reply. Feels like it is getting personal and I'm being ignored by the software company that I've routinely paid to upgrade to each new Capture One product over the past 7 years.
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That makes me wonder whether for some reason the emails that one would expect to receive before being asked to Rate the reply are going astray or being filtered out before they reach you in-box or are not being sent for some reason.
Based on my limited experiences with the new system the rating request is likely to be sent a few days after the final correspondence activity is deemed to be complete.
The only other logical conclusion for such an automated process with no apparent responses might be that the nature of the email sent in was deemed to be, rightly or wrongly, some sort of observation rather than a request and so just closed after acknowledgement but then it would be rather clumsy to send a rating request.
With any system but perhaps especially with an email based system one is often reliant on some sort of automation and it's not impossible that the automation is broken in some way that has not been spotted.
I wonder if the C1 team is getting few replies to their mails and puzzling about why that could be the case? Just a thought.
As far as I understand things the "old" system is now intended to be used only for Phase Camera and hardware clients but what might be happening to requests for help routed that way is unclear.
Grant0 -
Hi Steve
I am responding to this since you wroteThere is/was the phaseone.com "Support Cases" method to ask for help, and then there is this new Capture One web site and its' somewhat different method to submit a tech support question. However, I have tied both ways, and neither one results in a company reply.
Last time you where in contact with Phase One support (phaseone.com) was in November and you had a response from Phase One support 3h later.
All your cases you have had with us, seem to have been responded to quite quickly.
As you might have noticed, the software only support is separate now and exist on captureone.com
I cannot comment on response times from this team as I am not involved with this team.
On phaseone.com however, we have exclusive premium support for owners of Phase One camera equipment. Here we provide assistance for both Phase One hardware and Capture One.
We answer within minutes during business hours and offer also phone support if needed.0 -
Steve,
It would be worth checking your spam folder as Grant suggested.
Ulf,
With respect, this forum is for capture one so telling us about Phase One Hardware support is not really relevant any more. We all do remember getting timely answers and being able to see a list of our active cases etc. But the new system is a bit of a mess and the support personnel seem over whelmed. While I am not suffering from Steve's problem I am getting disapointed with the quality of support answers. In this last case the support person clearly didn't read my actual request and offed me instructions that were only relevant if the thing that I was having trouble with had succeeded - in other words not the problem that I had at all. I re-read my original submission thinking I had botched it. Honestly if feels like they just did not read what I wrote.
I feel for your support people - I work in the support organization supporting the people who answer our support cases - I really hope the company is looking at fixing whatever the problem is and getting your front line people the support the resources deserve so they can help us. Honestly official word from a VP level person with acknowledgement of the problems and some indication of plans for address them would probably reset the good will that you once had.0 -
IanL wrote:
Steve,
It would be worth checking your spam folder as Grant suggested.
Ulf,
With respect, this forum is for capture one so telling us about Phase One Hardware support is not really relevant any more. We all do remember getting timely answers and being able to see a list of our active cases etc. But the new system is a bit of a mess and the support personnel seem over whelmed. While I am not suffering from Steve's problem I am getting disapointed with the quality of support answers. In this last case the support person clearly didn't read my actual request and offed me instructions that were only relevant if the thing that I was having trouble with had succeeded - in other words not the problem that I had at all. I re-read my original submission thinking I had botched it. Honestly if feels like they just did not read what I wrote.
I feel for your support people - I work in the support organization supporting the people who answer our support cases - I really hope the company is looking at fixing whatever the problem is and getting your front line people the support the resources deserve so they can help us. Honestly official word from a VP level person with acknowledgement of the problems and some indication of plans for address them would probably reset the good will that you once had.
How do you know a human was actually involved in the reply?0 -
It was not the automated system reply. The responder reported having a name and a picture. I see no reason to suspect machines were involved. 0 -
Today I had a question about the download of the last update 20.0.1. (I couldn't get it using the main menu and preferences). I received an immediate and automatic answer telling me that my case had been registered and giving me a case number. Three hours later (7:15 p.m.), I got an answer from "support@captureone.zendesk.com" (signed by Yulia, and displaying her smiling face) which provided me with the solution.
Robert0 -
IanL wrote:
In this last case the support person clearly didn't read my actual request and offed me instructions that were only relevant if the thing that I was having trouble with had succeeded - in other words not the problem that I had at all. I re-read my original submission thinking I had botched it. Honestly if feels like they just did not read what I wrote.
I had the same impression with a reply I received from support today.0 -
Ulf wrote:
Hi Steve
I am responding to this since you wroteThere is/was the phaseone.com "Support Cases" method to ask for help, and then there is this new Capture One web site and its' somewhat different method to submit a tech support question. However, I have tied both ways, and neither one results in a company reply.
Last time you where in contact with Phase One support (phaseone.com) was in November and you had a response from Phase One support 3h later.
All your cases you have had with us, seem to have been responded to quite quickly.
As you might have noticed, the software only support is separate now and exist on captureone.com
I cannot comment on response times from this team as I am not involved with this team.
On phaseone.com however, we have exclusive premium support for owners of Phase One camera equipment. Here we provide assistance for both Phase One hardware and Capture One.
We answer within minutes during business hours and offer also phone support if needed.
It is replies like this that make me believe it is not personal to the end user. But personal between the (now) split entities.
Ulf, your response comes across as defensive and unhelpful. It is a shame to see absolutely zero tech support on this forum regarding recent software issues, but any time an official word chimes in -- it's for a dig. Would you care to reply to the 30+ threads on here with similar experiences?
And respectfully, no one who needs support cares about how this structure has fractured, splintered, whatever you'd like to say. They care to have their problems solved. They also, respectfully, don't care to have their nose rubbed in whilst still needing that support...0 -
Hi With respect, this forum is for capture one so telling us about Phase One Hardware support is not really relevant any more.
Phase One camera owners use Capture One so it is very relevant.
It is important that Phase One camera owners know that they get the premium support which is promised them, hence why I felt it was important to let people know this if they come across this thread.Ulf, your response comes across as defensive and unhelpful.
I completely understand this if you do not own a Phase One camera and have access to the Phase One support.
However, if a Phase One camera owner reads the original post out of context, they might think they do not get the service they have been promised, which they do.0 -
Ulf wrote:
HiWith respect, this forum is for capture one so telling us about Phase One Hardware support is not really relevant any more.
Phase One camera owners use Capture One so it is very relevant.
It is important that Phase One camera owners know that they get the premium support which is promised them, hence why I felt it was important to let people know this if they come across this thread.Ulf, your response comes across as defensive and unhelpful.
I completely understand this if you do not own a Phase One camera and have access to the Phase One support.
However, if a Phase One camera owner reads the original post out of context, they might think they do not get the service they have been promised, which they do.
This reply only strengthens the impression that you don't care much about Capture One users who don't own Phase One hardware. But don't software users deserve a reasonable level of support – rather than a response time of weeks and replies that don't quite address the issues users request support for? And is there any particular reason why you don't engage with users here on the forum – other than to ensure hardware owners that the low support level experienced by software users isn't something they will have to deal with?0 -
And is there any particular reason why you don't engage with users here on the forum
Yes, since it is a user to user forum.
We do monitor the forum and chime in if there is something that requires correction.
In this case it was the claim of not getting a response from a case submitted on phaseone.com.
I will leave this thread here.0 -
Ulf wrote:
And is there any particular reason why you don't engage with users here on the forum
Yes, since it is a user to user forum.
We do monitor the forum and chime in if there is something that requires correction.
In this case it was the claim of not getting a response from a case submitted on phaseone.com.
As I understand, this is your forum, so it should be possible for you to decide to engage with users like many other software makers do. And as many users have the same issues, perhaps it would save time for your support department if they didn't have to answer numerous similar support requests.0 -
A support example.
As a reply to this feature improvement request:
"When you make Vertical keystone adjustments, the Amount setting defaults to 80 rather than the less arbitrary 100. Would it be possible to either make the default adjustable or change it to 100?"
I got the following:
"In order to better understand what it is you would like to achieve, or what it is you are having difficulty achieving in Capture One, please provide us with a little more information about your workflow and general setup.
It's important for us to know the following:
- Which version of Capture One are you running? You can download the latest version here.
- Are you using Mac OS or Windows?
- Which camera manufacturer and model are you using?
- Do you primarily work in catalogs or sessions?
- Are your images placed on an internal or an external drive?
Before checking these things out, it's important to ensure that your system meets the requirements needed in order to run Capture One. You can find these here.
Once we have a better understanding of your workflow and what it is you wish to achieve in Capture One, we will do our best to assist further in order for you to have a smooth experience."0 -
thomaskyhn wrote:
Ulf wrote:
And is there any particular reason why you don't engage with users here on the forum
Yes, since it is a user to user forum.
We do monitor the forum and chime in if there is something that requires correction.
In this case it was the claim of not getting a response from a case submitted on phaseone.com.
As I understand, this is your forum, so it should be possible for you to decide to engage with users like many other software makers do. And as many users have the same issues, perhaps it would save time for your support department if they didn't have to answer numerous similar support requests.
Hi Thomas and everyone,
FWIW my experience in setting up and running support systems or helping others do so is that one has to deal with a range of 'client' types and no matter what one does some will wish to see a different approach. "Some" can appear to be a significantly large minority when it may not be in reality.
As you say, many users have the same issues and to my eyes it looks like the Capture One crew are heading along the "Look in our Support/FAQ pages" route to try to address this. Basically it looks like the plan is to set up a comprehensive and easily searchable set of detailed replies (enhanced over time as needs change and possible misunderstandings are identified) and make them available, without delays, 24/7/365.
One additional benefit of such an approach is that interaction with customers using different languages can be achieved by translating the pages if there is enough demand or at least allowing one of the on-line translation tools to make an attempt to do so, supported by readily available images, if no translation has been made.
Now, as an objective that is great and if wisely maintained and developed should prove extremely useful to the majority of users with those commonly discovered issues. It has two clear benefits over a forum.
The benefit of making Support pages and FAQ available are twofold.
Firstly it is managed and can be enhanced an structured for better searching and information standards in a way a public forum cannot. Indeed it also has the benefit of being managed much more easily and efficiently to eliminate any false or incorrect information that may creep in or where advise changes over time.
Secondly it can be (not to say it currently is) monitored for usage and comments about usefulness in a way that should be much more concisely and accurately representative than would be likely on an open forum.
(Plus the translation options mentioned above)
Of course not everyone is inclined to go looking for solutions to their problems. Some people having a preference to simply drop a request in a forum and expect a response from someone prepared to do the search work and thinking for them. Not finding available information can happen to anyone, but it seems that some people, no matter what a support system is intended to offer nor to which industry it relates, are just not strong on the concept of self help.** (See note)
For those in a forum who are happy to help out, the option to refer to a comprehensive and accurate document (or documents) that address the question would be a bonus in such situations.
The benefit of a managed support system over a forum is that it filters out some of the less than useful posts in a forum, saving a searcher from wasting their time reading irrelevant posts or, worse, following false or obsolete guidance.
Firstly the effort required to raise the request, however slight, will often discourage people who have no real commitment to seeking the answer but, in a forum, will simply pile in anyway, often because others are doing the work and they just want to be heard.
Secondly it gives a controlled communication path where, if necessary, further questions can be discussed and specific information requested in order to provide personal service for non-generic questions.
Thirdly it provides a facility to measure the level of occurrence of a problem or the level of interest in a particular change to the way the software works. (Or interest in a particular camera body or a specific lens profile, etc.)
It should also make it possible to assess which subjects would be most appropriate to address next for FAQ entries, Tutorials, Webinars, etc., and in the longer term help to define where further software development would offer the (apparent) greatest benefit for users, adding to commercial attractiveness.
I can't imagine a truly effective and efficient way to attempt that via an open forum. There may, however, be inefficient and less effective approaches possible.
I freely admit that such a Utopia is not necessarily easy to develop nor guaranteed to be successful.
However, despite the clearly problematic times over the past few weeks, if my impression of what is being attempted is accurate there does seem to be some positive progress on the FAQ/Documentation front. That, one would hope, should result in benefits for the operation of the direct email support process allowing it to get to where it was intended to be doing what it was intended to do.
After that we can properly assess its fitness for "our" purposes!
Grant
NOTE: ** This also relates to the well known management concept of giving responsibility for developing a process, usually one which is currently complex, to a lazy person since they will usually find a way to make it easier and more simple!1 -
SFA wrote:
Hi Thomas and everyone,
FWIW my experience in setting up and running support systems or helping others do so is that one has to deal with a range of 'client' types and no matter what one does some will wish to see a different approach. "Some" can appear to be a significantly large minority when it may not be in reality.
As you say, many users have the same issues and to my eyes it looks like the Capture One crew are heading along the "Look in our Support/FAQ pages" route to try to address this. Basically it looks like the plan is to set up a comprehensive and easily searchable set of detailed replies (enhanced over time as needs change and possible misunderstandings are identified) and make them available, without delays, 24/7/365.
One additional benefit of such an approach is that interaction with customers using different languages can be achieved by translating the pages if there is enough demand or at least allowing one of the on-line translation tools to make an attempt to do so, supported by readily available images, if no translation has been made.
Now, as an objective that is great and if wisely maintained and developed should prove extremely useful to the majority of users with those commonly discovered issues. It has two clear benefits over a forum.
The benefit of making Support pages and FAQ available are twofold.
Firstly it is managed and can be enhanced an structured for better searching and information standards in a way a public forum cannot. Indeed it also has the benefit of being managed much more easily and efficiently to eliminate any false or incorrect information that may creep in or where advise changes over time.
Secondly it can be (not to say it currently is) monitored for usage and comments about usefulness in a way that should be much more concisely and accurately representative than would be likely on an open forum.
(Plus the translation options mentioned above)
Of course not everyone is inclined to go looking for solutions to their problems. Some people having a preference to simply drop a request in a forum and expect a response from someone prepared to do the search work and thinking for them. Not finding available information can happen to anyone, but it seems that some people, no matter what a support system is intended to offer nor to which industry it relates, are just not strong on the concept of self help.** (See note)
For those in a forum who are happy to help out, the option to refer to a comprehensive and accurate document (or documents) that address the question would be a bonus in such situations.
The benefit of a managed support system over a forum is that it filters out some of the less than useful posts in a forum, saving a searcher from wasting their time reading irrelevant posts or, worse, following false or obsolete guidance.
Firstly the effort required to raise the request, however slight, will often discourage people who have no real commitment to seeking the answer but, in a forum, will simply pile in anyway, often because others are doing the work and they just want to be heard.
Secondly it gives a controlled communication path where, if necessary, further questions can be discussed and specific information requested in order to provide personal service for non-generic questions.
Thirdly it provides a facility to measure the level of occurrence of a problem or the level of interest in a particular change to the way the software works. (Or interest in a particular camera body or a specific lens profile, etc.)
It should also make it possible to assess which subjects would be most appropriate to address next for FAQ entries, Tutorials, Webinars, etc., and in the longer term help to define where further software development would offer the (apparent) greatest benefit for users, adding to commercial attractiveness.
I can't imagine a truly effective and efficient way to attempt that via an open forum. There may, however, be inefficient and less effective approaches possible.
I freely admit that such a Utopia is not necessarily easy to develop nor guaranteed to be successful.
However, despite the clearly problematic times over the past few weeks, if my impression of what is being attempted is accurate there does seem to be some positive progress on the FAQ/Documentation front. That, one would hope, should result in benefits for the operation of the direct email support process allowing it to get to where it was intended to be doing what it was intended to do.
After that we can properly assess its fitness for "our" purposes!
Grant
NOTE: ** This also relates to the well known management concept of giving responsibility for developing a process, usually one which is currently complex, to a lazy person since they will usually find a way to make it easier and more simple!
Open forums with participation from support personnel work for other software makers, and there's no reason why it shouldn't work here.
Only bothering to participate when it comes to ensuring premium users that they – unlike regular users – will get proper support maybe isn't the right way to engage with your customers.0 -
thomaskyhn wrote:
Open forums with participation from support personnel work for other software makers, and there's no reason why it shouldn't work here.
Only bothering to participate when it comes to ensuring premium users that they – unlike regular users – will get proper support maybe isn't the right way to engage with your customers.
Maybe so, but the most important thing is that the system is clearly understood. Many users come to this forum and try to use it as a channel of communication to a Capture One help desk for technical assistance, which it isn't.
Ian0 -
Ian3 wrote:
thomaskyhn wrote:
Open forums with participation from support personnel work for other software makers, and there's no reason why it shouldn't work here.
Only bothering to participate when it comes to ensuring premium users that they – unlike regular users – will get proper support maybe isn't the right way to engage with your customers.
Maybe so, but the most important thing is that the system is clearly understood. Many users come to this forum and try to use it as a channel of communication to a Capture One help desk for technical assistance, which it isn't.
Ian
Whether or not the system is understood by users is a different issue.0 -
thomaskyhn wrote:
Ian3 wrote:
thomaskyhn wrote:
Open forums with participation from support personnel work for other software makers, and there's no reason why it shouldn't work here.
Only bothering to participate when it comes to ensuring premium users that they – unlike regular users – will get proper support maybe isn't the right way to engage with your customers.
Maybe so, but the most important thing is that the system is clearly understood. Many users come to this forum and try to use it as a channel of communication to a Capture One help desk for technical assistance, which it isn't.
Ian
Whether or not the system is understood by users is a different issue.
Indeed. I have often thought that some explanations in the Announcements and FAQs board would help, but nothing new has appeared there since 2016.
Ian0 -
SFA wrote:
However, despite the clearly problematic times over the past few weeks, if my impression of what is being attempted is accurate there does seem to be some positive progress on the FAQ/Documentation front. That, one would hope, should result in benefits for the operation of the direct email support process allowing it to get to where it was intended to be doing what it was intended to do.
I think you are right. Sadly that doesn't help the people that are stuck on issues and not getting them resolved quickly - at least not right now.
My own issue has progressed to the point where support have identified part is a known issue and part is another problem for their IT. I'm not blocked at all from using the product so I am happy to wait.SFA wrote:
NOTE: ** This also relates to the well known management concept of giving responsibility for developing a process, usually one which is currently complex, to a lazy person since they will usually find a way to make it easier and more simple!
LOL. Can you imagine in a management meeting the boss saying "who here is lazy raise your hand" 😄0 -
IanL wrote:
SFA wrote:
NOTE: ** This also relates to the well known management concept of giving responsibility for developing a process, usually one which is currently complex, to a lazy person since they will usually find a way to make it easier and more simple!
LOL. Can you imagine in a management meeting the boss saying "who here is lazy raise your hand" 😄
I think the management principles referred to probably predate the concept of asking for volunteers.
There was a time when management teams were 'balanced' in such a way that there would always be someone suitable available for any type of task.
Also no one too smart to put the next person up the chain of command into a position of looking incompetent.
However this conflicted with the idea of promoting incompetent people to higher level jobs that were non-critical to the success of the business and keeping them quiet until they retired. Sometimes, after a reorganisation for example, they suddenly reappeared in an even more exposed role.
I'm sure that can never, ever happen these days. Or can it?0 -
Phase One camera owners use Capture One so it is very relevant.
It is important that Phase One camera owners know that they get the premium support which is promised them, hence why I felt it was important to let people know this if they come across this thread.
Yes, to you it may be. In fact, it might be blazingly obvious to you that Capture One support doesn't exist on a Phase One forum.
Except, there's Capture One categories, and there's been over a decade of them coming from the same domain. And to use Phase One hardware successfully, Capture One is required.
So I say again -- no one cares. They want help. You manufacture the car and the ECU software doesn't send the correct throttle response. The customer doesn't care whether it's a software or a hardware issue -- it's a manufacture defect on their VW car and they go to the VW dealership to get it fixed.
You're telling the customer as VW that in fact the developers of the ECU are subcontractors, or a separate company -- and you'll have to speak to them for help. Enjoy your VW!
Worse yet, you say you have not jurisdiction in helping Capture One related issues, but you're more than willing to jump into Capture One threads for the sakes of defence but little else. What kind of optics does that show?
If Phase wants little to do with an unofficial Capture One support forum, I will gladly host this separately and limit this kind of nascent behaviour. Make it a redirect able link at the bottom of your Phase One forum and leave us to help one another without the vague pretence there are any positives to Phase holding the keys and chiming in when convenient.0 -
photoGrant wrote:
Worse yet, you say you have not jurisdiction in helping Capture One related issues, but you're more than willing to jump into Capture One threads for the sakes of defence but little else. What kind of optics does that show?
I was pretty surprised by the brazenness of that gesture and the complete lack of concern for software users that it displayed.photoGrant wrote:
If Phase wants little to do with an unofficial Capture One support forum, I will gladly host this separately and limit this kind of nascent behaviour. Make it a redirect able link at the bottom of your Phase One forum and leave us to help one another without the vague pretence there are any positives to Phase holding the keys and chiming in when convenient.
Good idea. That way no one will be under the false impression that the company will offer any support here.0 -
Is anyone else waiting for response from support? Are they still as backlogged as in the beginning of January? 0 -
thomaskyhn wrote:
Is anyone else waiting for response from support? Are they still as backlogged as in the beginning of January?
Yes.
I can't use C1 20, because of a copy and apply adjustments problem. I have sent emails and also screen captures detailing the problem, but only received the automated standard response others seem to be getting also:
800000:2ats420q]Thank you for reaching out to us.
In order to better understand what it is you would like to achieve, or what it is you are having difficulty achieving in Capture One, please provide us with a little more information about your workflow and general setup.
It's important for us to know the following:
- Which version of Capture One are you running? You can download the latest version here.
- Are you using Mac OS or Windows?
- Which camera manufacturer and model are you using?
- Do you primarily work in catalogs or sessions?
- Are your images placed on an internal or an external drive?
Before checking these things out, it's important to ensure that your system meets the requirements needed in order to run Capture One. You can find these here.
Once we have a better understanding of your workflow and what it is you wish to achieve in Capture One, we will do our best to assist further in order for you to have a smooth experience.2ats420q]
It's about as frustrating as it gets, especially when the support used to be so good.
Still no reply, and my problem means that C1 20 is unusable to me, which looks more and more unlikely to be resolved.
I hate Lightroom, and it's clearly awful at rendering Fuji RAF files, but I'm suffering with a dead-end paralysis with Capture One now. I might not have a choice any more.0 -
Jason 2 wrote:
thomaskyhn wrote:
Is anyone else waiting for response from support? Are they still as backlogged as in the beginning of January?
Yes.
I can't use C1 20, because of a copy and apply adjustments problem. I have sent emails and also screen captures detailing the problem, but only received the automated standard response others seem to be getting also:
800000:x7u662re]Thank you for reaching out to us.
In order to better understand what it is you would like to achieve, or what it is you are having difficulty achieving in Capture One, please provide us with a little more information about your workflow and general setup.
It's important for us to know the following:
- Which version of Capture One are you running? You can download the latest version here.
- Are you using Mac OS or Windows?
- Which camera manufacturer and model are you using?
- Do you primarily work in catalogs or sessions?
- Are your images placed on an internal or an external drive?
Before checking these things out, it's important to ensure that your system meets the requirements needed in order to run Capture One. You can find these here.
Once we have a better understanding of your workflow and what it is you wish to achieve in Capture One, we will do our best to assist further in order for you to have a smooth experience.x7u662re]
It's about as frustrating as it gets, especially when the support used to be so good.
Still no reply, and my problem means that C1 20 is unusable to me, which looks more and more unlikely to be resolved.
I hate Lightroom, and it's clearly awful at rendering Fuji RAF files, but I'm suffering with a dead-end paralysis with Capture One now. I might not have a choice any more.
How long is it since you submitted this request?0 -
thomaskyhn wrote:
Jason 2 wrote:
thomaskyhn wrote:
Is anyone else waiting for response from support? Are they still as backlogged as in the beginning of January?
How long is it since you submitted this request?
Originally before xmas, but I've had to continually chase it down with my desperate "Is anyone even there?" emails.
My last response was the mentioned email on the 23rd Jan. I sent back to details as requested, and that was it.
I've had to email again today BEGGING for a response.0 -
Jason 2 wrote:
thomaskyhn wrote:
Jason 2 wrote:
How long is it since you submitted this request?
Originally before xmas, but I've had to continually chase it down with my desperate "Is anyone even there?" emails.
My last response was the mentioned email on the 23rd Jan. I sent back to details as requested, and that was it.
I've had to email again today BEGGING for a response.
I didn't realize that they were that far behind.0 -
Wow, lot's of international forum drama as a result of me posting an observation that I had 3 or more support cases seem to not receive an answer. And they didn't receive an actual answer - just a follow-up e-mail asking me to rate their follow-up. To bring anyone (who cares) up to date, my computer did not have Capture One tech support's e-mails going to junk files, as some here theorized. I finally did receive a personal e-mail from Capture One that said something to the effect that as I had checked the list of "helpful hints", it caused Capture One to immediately cancel my tech support case due to the wrong assumption by Capture One that I had found an answer and solved the issue myself. (I wish I had saved it so I could have posted the full text here.) No, I didn't solve anything myself, as I was merely looking around on the web site to see how to use it. I do prefer the old style method of seeing a running dialog of my question(s) and Capture One's replies in one single "Support Case" with its own unique case #. That method seems to have gone away, and therefore has given me some confusion about how to use their new method. By the way, today's new Capture One update makes my 3 recent unanswered inquiries tech support a mute point. I had been asking if the new Leica SL2's "DNG" RAW files could be managed like the first version SL's DNG RAW files. I was only asking if I could open and manage SL2 "DNG" RAW files by using a generic DNG color profile. I was not even asking for Capture One to put the SL2 on their future support request list. Today's update, however, adds the SL2 - so thank you, Capture One tech support. Ulf wrote:
Hi Steve
I am responding to this since you wroteThere is/was the phaseone.com "Support Cases" method to ask for help, and then there is this new Capture One web site and its' somewhat different method to submit a tech support question. However, I have tied both ways, and neither one results in a company reply.
Last time you where in contact with Phase One support (phaseone.com) was in November and you had a response from Phase One support 3h later.
All your cases you have had with us, seem to have been responded to quite quickly.
As you might have noticed, the software only support is separate now and exist on captureone.com
I cannot comment on response times from this team as I am not involved with this team.
On phaseone.com however, we have exclusive premium support for owners of Phase One camera equipment. Here we provide assistance for both Phase One hardware and Capture One.
We answer within minutes during business hours and offer also phone support if needed.0 -
I submitted a request for help because I had never received my upgrade voucher, I had entered my email incorrectly.
I got response the following morning that they had located the problem and fixed it for me, here's your voucher.
Mind you this is sales support and not technical support, so this may be a different support group.0 -
Ha ha. I just stumbled on this thread. It really reads like, "hi, we're phase one and while we make a lot of money off of selling capture one, unless you pay us really big money for one of our overpriced cameras, you don't matter. So unless and until you pay tens of thousands of dollars or more to us for "premium support" (one of our exceedingly expensive cameras), kindly and patronizingly please piss off. It does smack of the British class stratification system. Sorry you aren't posh enough for good service. Yes this is an editorial comment. And it is blunt. Sometimes blunt gets the point across better. FWIW, I just woke up and this is me unfiltered.
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