New support page
The support page described here, https://www.phaseone.com/en/Search/Article?articleid=1877&languageid=1, no longer exists when I click on Support. I can navigate to the old support page by logging onto https://www.phaseone.com/en/SupportMain and selecting the choice for owners of Capture One and a Phase One camera (takes you to: https://www.phaseone.com/en/SupportMain/contact-technical-support), but if I select the choice for Capture One users who do not own a Phase One camera, it goes to a different page.
I wrote to support using the new site and asked about the change. They replied "Please, navigate to the support page from Capture One website: https://www.captureone.com/ " This takes you to the new support page.
I wrote back: When I navigate to that page it is radically different than the one I attached, i.e., the old support page now accessed by choosing the one for PhaseOne and Capture One users. The only way to get help [on that page] is to click on “submit a request.†The nature of the request (problem, observation, feature request) is not clear. Old cases are not available for review. New problem cases are not structured as with the old support page described on the web page I sent you. Specifically, you no longer have to specify the operating system or Capture One version you are using. Given problems are often related to both of these, the likelihood the tech folks can determine a problem’s cause is severely reduced. Is it Phase Ones intent to change or reduce the service to Capture One users who are not using Phase One cameras? If not, why have a distinctly different page for these two user classes? I expect I am not the last to be heard from about this, given Capture One is a popular application among professional photographers and is rather pricy compared to its competition.
One of the huge advantages to paying more for Capture One than its competitors is the excellent support afforded all users. My question: Is this just a new format in submitting technical support requests, or does it represent something else?
I wrote to support using the new site and asked about the change. They replied "Please, navigate to the support page from Capture One website: https://www.captureone.com/ " This takes you to the new support page.
I wrote back: When I navigate to that page it is radically different than the one I attached, i.e., the old support page now accessed by choosing the one for PhaseOne and Capture One users. The only way to get help [on that page] is to click on “submit a request.†The nature of the request (problem, observation, feature request) is not clear. Old cases are not available for review. New problem cases are not structured as with the old support page described on the web page I sent you. Specifically, you no longer have to specify the operating system or Capture One version you are using. Given problems are often related to both of these, the likelihood the tech folks can determine a problem’s cause is severely reduced. Is it Phase Ones intent to change or reduce the service to Capture One users who are not using Phase One cameras? If not, why have a distinctly different page for these two user classes? I expect I am not the last to be heard from about this, given Capture One is a popular application among professional photographers and is rather pricy compared to its competition.
One of the huge advantages to paying more for Capture One than its competitors is the excellent support afforded all users. My question: Is this just a new format in submitting technical support requests, or does it represent something else?
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[quote="NN635680879799322049UL" wrote:
The nature of the request (problem, observation, feature request) is not clear. Old cases are not available for review.
There is a field with a category list - the equivalent of the separate options selections in the previous incarnation of the system - in order to try to help direct the request as efficiently as possible.
My guess is that the old page was too technically (and hardware) oriented with a number of redundant fields.
Plus if they needed the technical information they would as for log files and that would, in most cases, provide the version and OS and etc. info already asked for.
My guess is that a large percentage of users who found the previous site probably did not enjoy it and likely made inputs that added to the workload for everyone rather than helping everyone.
It does seem that there may have been a change of supporting system software for the CSM process and that, perhaps, the older Cases have not all been carried forward - or maybe there has simply been a delay in trying to convert them form one system format to another.
Based on my personal experiences working with such systems as a supplier representative and a user I would suggest that, in the main and especially in a software environment, the information in the support systems becomes obsolete quickly.
I note that many of the more pertinent an generic issues that have been 'active' over the years seem to be appearing as FAQ entries in the revised support area - which is probably more helpful to all of us, especially forum users who would like to point users at an informative and often illustrated document.
The period of change can always introduce some aspects of uncertainty but I don't think it necessarily suggests a diminution of a company's interest in supporting its customers. In fact in most case making the investment in terms of time and costs would suggest exactly the opposite. Especially for smaller businesses and for technical support.
Ask me about large multinationals and I might give a different answer depending on the type of business they represent.
Just my opinions of course.
Grant0 -
Anytime a company divides its product lines into different companies, changes in product and support are likely. Most of the time, the company makes an announcement and explains why the change is occurring and how it will benefit customers. In the absence of such, we are left to wonder. I have no problem waiting to see how it goes. I expect the new Capture One company has no choice but to separate its software support from Phase One's. If the new company produces software that provides what we need and is less buggy and if the support is responsive and helpful, I will be quite satisfied. I would be interested in hearing the details of the changes, what we can expect from these changes by way of an announcement from Capture One.
Jerry C0 -
One more question: With Capture One becoming a separate company from Phase One, how will this affect the Phase One user forum. Will this also be separated? 0
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