Support page needs "Media Pro" option
Drew/Phase One,
I realize Phase One is swamped, but since you reminded folks to file support tickets for issues with Media Pro, it would be helpful if the support page included "Media Pro" in the menu of software names.
I realize Phase One is swamped, but since you reminded folks to file support tickets for issues with Media Pro, it would be helpful if the support page included "Media Pro" in the menu of software names.
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There are more serious problems than this. Two obligatory fields about camera body and digital backs to get passed page 1?
1. I only want to report a software issues
2. I don't even own a camera
http://dl.dropbox.com/u/231879/xmedia/form.jpg0 -
The support page has been goofy forever. Fixing it will not be an easy task (it involves more than just removing asterisks), but I am sure it will be very low on their priority list now that all the Media Pro bugs are being discovered. In the meantime you can successfully submit a request by entering these items:
-Operating system
-Software (presumably "Expression Media" until they add a "Media Pro" option)
-Camera body (choose anything)
-Subject
(You can ignore the Digital Back field, despite the asterisk.)0 -
I opened support case #88811 for the "Media Pro 1" missing item in software list.
Small problem that sould be very easy to fix by support.
Best regards,
Thierry BESANCON
ps: choosing any camera will make you able to fill the next steps of the form especially if your issue is not camera nor lens related0 -
Yes, we're waiting on the IT guys to fix that menu item. There should be a 'Media Pro' option soon, until then the Expression Media will get the point across to support 0 -
[quote="Drew" wrote:
Yes, we're waiting on the IT guys to fix that menu item. There should be a 'Media Pro' option soon, until then the Expression Media will get the point across to support
The Media Pro menu option is the small problem. Having to select a camera is the big problem. It's moronic.
Why not just start with a question Hardware or Software and then take it from there...0 -
[quote="Dudikowski" wrote:
[quote="Drew" wrote:
Having to select a camera is the big problem. It's moronic...
We (Phase One) are a digital camera company. As the camera (or files associated with it) likely play a crucial role in a conflict, it saves us from having to ask. If it doesn't apply to you (and if so you would be in the minority of our users) then just pick the first option and let us know it is not relevant.0 -
I am sorry, camera's may be your core business, but when you charge people (customers ?) money for software that you develop yourself, you are a software manufacturer, at least in my book. I expect service for that, as that 's what I pay you for. 0 -
Drew, I have been thinking your answer over, and I must say it realy scares me.
We, as users of the software you sold us, are investing considerable time in learning how to work with it, how to develop a workflow that best suits our prefered way of working etc. In other words, we commit ourselves.
If software is not a big deal for phase one, then give it away as freeware. That is a known and tried business model. Google it.
Phase one does not take us software customers serious, it seems. A crappy form for submitting problems (how much work is it to make some fields dependent of previous choises, ten minutes ?) , software that was obviously not tested, or not tested by someone who knows his business.
This software already had a very dodgy reputation, thanks to Microsoft, and I think phase one just managed to kill it completely. DAM not being reliable !?! I can imagine that not all desired features are in the 1.0 verson, no problem with that, but wow, read the forum and look at the overall picture.
Maybe phase one does not take us customers serious when we do not pay several thousand dollars /euros for your product ?0 -
roelandvbb,
Since I'm the one who started this thread, I'd like to comment...
First, take a deep breath. The inconsistencies and usability issues in the Web support form are very minor annoyances compared to any serious defects in the company's products (e.g., the major bugs and instability of the initial release of Media Pro software).
Second, I think you might be misinterpreting Drew's comment. Clearly he is aware that Phase One sells both software and hardware. While he doesn't say the word "software" directly, if you read the comment carefully, you'll see he is implying that Phase One support is concerned about conflicts between hardware and software.
Third, I'm not sure fixing the support page is as trivial as making some fields dependent on one another. There are myriad combinations of camera body, camera back, software, etc. It isn't just a 10 minute fix. In fact it might even make sense to leave the fields non-dependent. But I do agree that the page should be improved. (In fact, I complained about the page over a year ago when I first became aware of Phase One after they bought EM.) At the very least, they could modify the wording and use the asterisks (required fields) more consistently.
The support form works (albeit with some goofiness). Let's put our energies into making sure Media Pro is fixed.0 -
I agree:-) 0 -
I am a customer for capture one since 2+ years and I open 4-5 support cases. Without one (Canon Eos 7D colormanagment) was solved by the support or phase one team.
For example: I have the same problem of hierarchical keywords like I have had with Expression media 2. viewtopic.php?f=43&t=10530
After open a support case (without choose an camera model) I get an answer:Regardless I will suggest we look into proper accomodation for this type of Keywording with a future release.
For me it sounds good. The support is even with the current "Media pro" option kind and fast. I get two answer within 12 hours. This is a good quote, especially with this lot of support cases they have to solve.0
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