Disappointed in Tech Support
I often see threads in this forum where people are told to create a case with PhaseOne Tech Support.
In December 2017 (shortly after C1 v11 was released) - and based on a suggestion from this forum - I created a case as follows:
QUOTE
Posting on Phase One Forum by Christian Gruner stated
"You are welcome to send us an image (a rawfile) through Support, if you have supported lenses, that are different mounts. Then we can add the detection (with some exceptions)."
I have attached RAW (NEF) files for 2 Sigma lenses which C1 has autodetect for Canon mounts but not Nikon F mount.
Sigma 24-105 F4 DG OS HSM Art
Sigma 105mm F2.8 EX DG OS HSM Macro
Hopefully these will allow the autodetect function to be added for the above lenses.
UNQUOTE
I received the following response (and the case was closed)
QUOTE
Hello Brian, Thank you. We will add the request to R&D's list along with the raw files.
Best Regards,
Phase One Support
UNQUOTE
Nothing was ever done in C1 v11 - which I could understand - but I hoped these changes would have been incorporated in v12. They weren't. This was a pretty simple request and would have made a lot of difference to my workflow. The lenses I provided info for are fairly common lenses and I'm sure other users would have benefitted. If this is how tech support treats their cases then I am reluctant to waste my time submitting anything else in an attempt to help improve the product.
In December 2017 (shortly after C1 v11 was released) - and based on a suggestion from this forum - I created a case as follows:
QUOTE
Posting on Phase One Forum by Christian Gruner stated
"You are welcome to send us an image (a rawfile) through Support, if you have supported lenses, that are different mounts. Then we can add the detection (with some exceptions)."
I have attached RAW (NEF) files for 2 Sigma lenses which C1 has autodetect for Canon mounts but not Nikon F mount.
Sigma 24-105 F4 DG OS HSM Art
Sigma 105mm F2.8 EX DG OS HSM Macro
Hopefully these will allow the autodetect function to be added for the above lenses.
UNQUOTE
I received the following response (and the case was closed)
QUOTE
Hello Brian, Thank you. We will add the request to R&D's list along with the raw files.
Best Regards,
Phase One Support
UNQUOTE
Nothing was ever done in C1 v11 - which I could understand - but I hoped these changes would have been incorporated in v12. They weren't. This was a pretty simple request and would have made a lot of difference to my workflow. The lenses I provided info for are fairly common lenses and I'm sure other users would have benefitted. If this is how tech support treats their cases then I am reluctant to waste my time submitting anything else in an attempt to help improve the product.
0
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This has nothing to do with how tech support work. They log your request.
It is up to other departments that based on other request decided to fulfill your request.0 -
[quote="Paul_Steunebrink" wrote:
This has nothing to do with how tech support work. They log your request.
It is up to other departments that based on other request decided to fulfill your request.
To me it is obvious that there are two different ways of thinking about tech support:
1. The user's view: "Tech Support" is a black box. A user provides input, expects a certain output. The inner workings of the black box is of no import to him, hence the term "black box".
2. The organisational view: This is all about the inner workings of what to the user is a black box. It is relevant to the organisation, but not to the user.
Very often the response users seeking tech support receive is "case closed". Unfortunately the message takes on very disparate meanings whether you adopt the user's view or the organisational view:
1. User's view: No further action on our (Phase One's) part.
2. Org. view: No further action from our tech support department. The case may have been handed over to another department (R&D).
I think it is unreasonable to expect the user to adopt the org. view. Knowing nothing about the organisational structure of Phase he has a legitimate right to adopt the user's view.
Unfortunately it is apparent that Phase One is only thinking in terms of the org. view, even when indicating that the user's view is adopted, speaking as they are about "our technical support team" without further details.
MLI0 -
The requests are filed as Feature Requests, and will be dealt with accordingly. As per company policy, we cannot provide you with an eta.
The “Case closed†statement is seen from a Support Team angle. When filed as a feature request, they can’t do anymore for the user.0 -
I'm disappointed too, I know that better from Phase One.
My case was last edited from Supporter on 09-01-2019,
Since then I didn't get any feedback. I updated 5 times and started a new one to make it easier.
Case: 314318 & 3166160 -
[quote="Christian Gruner" wrote:
The requests are filed as Feature Requests
Exactly - this is clearly a feature request, not a bug-fix, so it goes in the pot with all the other feature requests, to be prioritised and dealt with accordingly.0
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