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Exasperation! Response needed from Phase One

RobertDay154
I have now been trying to use Media Pro for about a month. The application is very obviously not ready for release, and Phase One appears to be employing the old Microsoft trick of getting its users to do their beta testing for them - except that frankly, the state the application is in right now, it is hardly ready even for beta testing. It is so full of bugs that it should not have been released - and I speak from the point of view of a professional software tester. Ironically, I gave that up to try my hand at professional photography. I'm beginning to think that if this is the attitude of a major player in the business, then this was a bad move.

I bought Media Pro on the strength of the original product and Phase One's reputation as a company who made products for professionals. So far, their attitude to Media Pro and its users appears to be anything but professional. And if in my last job I had signed off as ready for release software that was in the state that Media Pro is right now, I would have been sacked.

We now need:

1) Acceptance from Phase One on this forum that the product is in need of further development;
2) An indication from Phase One as to when the next upgrade is going to become available;
3) An indication from Phase One of the issues that will be addressed in the next upgrade; and
4) An indication from Phase One of the likely timescale for addressing the issues with the application that will not be covered in the next upgrade.

Otherwise, my patience with Phase One will expire. And I shall be pleased to let others know that my patience has expired, and why.

In the meantime, I shall be reverting to my original copy of iView Media Pro. And I shall need firm assurances and a timetable for bug fixes before trying to use the Phase One version of the software again. And if these assurances do not matertialise, I shall be looking for a refund.
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Comments

10 comments

Date Votes
  • Ulf Liljegren
    Hi

    As you can see in the guidelines this is a user to user forum.

    But let me give you some form of response.

    1. Yes Media PRO needs further development and we are busy with the next release.
    2. We do not communicate when a release will be available ahead of time. Release information will be given on website and in newsletters when it is ready.
    3.We have a long range of issues that will be addressed, just see the forum what the top issues are and you will know what we will address.
    We do different kinds of priorities based upon severity etc and what was addressed in the final release can be read in the release note.
    4. Since it is development and many factors comes in to play this is not something we can provide.

    I did look up your support history and you have never been in contact with support, so if the issues you are experience is due to configuration issues or an error in the software, it can not be said unless you contact support who can assist you.
    iView and Media PRO does work in some way the same in other ways, very differently.
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  • Keith Reeder
    [quote="RobertDay154" wrote:
    We now need...":

    I don't know who "we" is, or who you think you are, but you don't speak for me, OK?
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  • David Mantripp
    [quote="Keith Reeder" wrote:
    [quote="RobertDay154" wrote:
    We now need...":

    I don't know who "we" is, or who you think you are, but you don't speak for me, OK?


    Well that was totally unnecessary rudeness. The "we" is just a figure of speech, as you should well know, and I would say that if you do a poll of the iView / EM user community you'd find that Robert is reflecting the views of the majority.

    PhaseOne has let itself down very badly on this one, although as it is not in their mainstream business, it probably isn't to serious in terms of impact on their image. However, the very notable drop off of activity on this forum would indicate that people (a) have lost faith in PhaseOne and their "updates", and (b) are voting with their feet.

    Actually, anybody with some experience of the long painful transition from CaptureOne 3.x to 6 will not be all that surprised.

    And Ulf, hello, it's 2011 now. You may wish to conceal issues in private emails to "support", but that's not how it works anymore. Companies who get it take benefit from this. Your's doesn't get it. At all.
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  • Keith Reeder
    [quote="David1" wrote:
    Well that was totally unnecessary rudeness. The "we" is just a figure of speech.

    It wasn't rude. Blunt, yes, but not rude. And compared to the arrogant, self-important tone of the original post, my comment was the model of tact and diplomacy.

    I'm sick of people who think their opinions or experiences are everyone's opinions or experiences. The use of "we" in is context is usually not a figure of speech at all, but an indication that the poster naively (and frequently, arrogantly) believes that he's The Voice Of The Disaffected Majority, and I reserve the right to disabuse anyone who does it, of that notion.

    Then next time maybe he'll write "I now need..."

    This is a user-to-user forum, and there's also a formal route with which to engage Phase One - the original post demonstrated ignorance of both of those facts, and was written in a bombastic, aggressive manner which invited little compassion, and he got none from me.

    Cause and effect.

    Clearly you have a beef with Phase One that causes you to sympathise with the original poster - that's your business - but it doesn't change one iota the fact that the original poster is only speaking for himself, and needs to know that.
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  • rainerfrey
    [quote="Keith Reeder" wrote:
    [quote="RobertDay154" wrote:
    We now need...":

    I don't know who "we" is, or who you think you are, but you don't speak for me, OK?

    I agree full-heartedly.
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  • rainerfrey
    [quote="David1" wrote:
    [quote="Keith Reeder" wrote:
    [quote="RobertDay154" wrote:
    We now need...":

    I don't know who "we" is, or who you think you are, but you don't speak for me, OK?


    you'd find that Robert is reflecting the views of the majority.

    Most certainly not mine.

    [quote="David1" wrote:
    PhaseOne has let itself down very badly on this one


    Maybe your opinion, but surely no fact.

    [quote="David1" wrote:
    but that's not how it works anymore.


    You are the one who knows how it works. Wow. Anyone beat that level of arrogance and self-overestimation.
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  • Wolfram Hölzel
    [quote="David1" wrote:
    You may wish to conceal issues in private emails to "support", but that's not how it works anymore. Companies who get it take benefit from this. Your's doesn't get it. At all.


    Why not? This "old" [because of anymore] way, help me every now and than.

    BTW: You don't speak for me either.
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  • NNN634272722125339672
    Well.. you DO speak for me.. and I have used my feet to walk away to another product until this "beta" application is properly working. If you all love the product - enjoy it. I agree that the vast majority who signed on and gave this a try have realized it is not ready for primetime... and I too agree about Dev involvement in the forums - just look to Cerious and Thumbsplus if you want proof of a product that died because of no Dev input/output to their users... Its not a good business practice in the modern day. IMO! 😁
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  • RobertDay154
    Just in case anyone thought I was crashing in both feet first, let me say that when I posted originally, I had just abandoned a working session with MediaPro because I had about four batches of pictures to upload and renumber, and I was having to shut the system down three times to complete renumbering one session. So I was a bit exasperated with the product and admit I may have posted in haste. However, I had been lurking for a while on the forum as well as making a few posts, and so I felt I'd got a pretty good handle on the level of dissatisfaction currently out there with MediaPro; so when I wrote "we", I was including all those who had posted and seemed not to have had a satisfactory response. The number of threads that were still open and seemed to have not reached any satisfactory conclusion rather led me to feel that there was a "we" out there.

    As for whether this is a "user-to-user" forum: well, when I clicked on the "Help" menus within MediaPro, this forum was what I was directed to. I'm quite familiar with the concept of customer support, as I've done it in the real world, so when I was directed here, I used it.

    I purchased MediaPro based on Phase One's reputation and my experience of the original product, which I am devoted to. I consider the original MediaPro to be the best and most useful application I have ever used. Naturally, I wanted this latest version to work for me, and I really find it difficult to understand why a product which used to work well doesn't after a considerable period of development. If a software product that I'd had a hand in was rolled out working worse in its third generation than it was in its first, I would have got severe flak from my bosses. Buit I would also be expected to be able to give an indication of what we could fix within what timescale. Which is why we used to buck the trend in Government computing and deliver a product that did what we said it would when we released it.
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  • Ulf Liljegren
    This topic is balancing close to breaching point 10 in the public guidelines and rules for this forum. I believe also it has lived its life and I will close this thread here.
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