I have had enough
I have had enough of being treated like I am the impostor every time I file a bug report. There is a serious bug in CO 8 that I have opened a service report, I have uploaded files, images,video recordings and God knows what else. We have been at it for over one week. It is demonstrated over and over again in the videos I sent them. Over and over.... And yet I am treated as the imposter. I get super vague answer, no one even bothers to read the reports or to watch the videos I made, because if they did they would not answer back with things that simple do not make sense. Go ahead Phase one, lock this thread. No problem I am canceling my order for a q150 as well. I am out. I spent way too much time in trying to help and not only do I not get a thank you, no you guys treat us like we are the enemy. Don't want to bother fixing the bug? Ok no problem I am not spending any more time arguing. I will work around it and when the program dosent work anymore I will move on. If we report bug we are treated in such a condescending manner that it takes the fun out it. Sure you fix simple problems but serious bug . I took me weeks to make you fix a bug with heal layers that was pretty big. Weeks of arguing back and forth, finally some saw to it and it was fixed. now there is another one in importing catalog and I get nonsense answers because no one others to read the report or watchthevideo and understand what is going on. Sorry too much work for me. I payed for the software, and i expect it to work, if it doenst I will move on .
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Who's coming with me!
jk, I hope you find a system that works better for you.0 -
See rule 10:
viewtopic.php?f=11&t=54850 -
Alecco,
Clearly you're upset, and to be completely candid I have no idea why.
No one has ever treated you like an "imposter" in a support case.
You do create quite a few support cases and they do indeed show some bugs that we have fixed, attributed directly to your input. So for that, thank you.
However, I have no idea where this animosity is coming from? Within your support cases, you provide us with screen recordings of your observances, sometimes these are repeatable bugs, sometimes not and sometimes they are simply misunderstandings about the intended design of a feature.
So if you're looking for public recognition of your commitment to the support department, this is it. Thank you. If you feel that we've somehow ignored you, then you're just plain mistaken. Again, I am sorry if you feel like we're against you but thats simply not the case. Sure you're not in on the inside meetings we have where the issues you've brought up are discussed, nor are you around the office when we show developers your findings but rest assured your reports are taken seriously and appreciated. I hope you understand that we simply can't inform you of every slight detail regarding the reports you submit, yet we do keep up with you in cases nearly every day. I also hope you understand that 1 bug does not justify an immediate update, sometimes it does take weeks to prioritize and fix as your example shows.
We certainly would be sorry to se you go but that is your decision and right if you feel we're ignoring you or somehow read into our responses as anything other than grateful and engaged.0 -
As a coincidence, I just followed up on a thread the OP had opened, with new insight.
viewtopic.php?p=84166&sid=b41a7307495f205c8aa448c453e912d6#p84166
Further on, I feel the same as Drew. Sorry that you feel unhappy about your endeavours in the Phase One/Capture One space. I think that from the user side many have contributed to the OP's questions in several threads in a ongoing and constructive manner.
But it is a free world, you decide where to go and what to do. All the best and feel welcome when you come back.0 -
Y'all need to try and understand this guy's frustration.
When one files a bug report, its not a quick process if its something they can't reproduce it in house.
If you are divided by several time zones, its that much slower. At least this has been my experience.
On top of that, it seems as though the problem is handed off to others, as the same questions keep getting asked.
And on top of that, there have been many issues in this forum never get answered by anyone.
I wonder whether its that they figured it out on their own, or did they just got frustrated?0 -
[quote="Jimmy D Uptain" wrote:
Y'all need to try and understand this guy's frustration."
No shortage of empathy here, we put ourselves in your shoes every day. I think the main point we can all take away from this is that we (Phase One Support) are here to help and won't give up if you (the end users) don't. But pointing one finger points 4 back. We cover 100's of different workflows from users and true, we can't always grasp the nuances each time so it can take time. Time to understand, reproduce and then time to implement. We don't have 100's of programers, just a handful so the process may be slow but there's no reason to give up hope.[quote="Jimmy D Uptain" wrote:
When one files a bug report, its not a quick process if its something they can't reproduce it in house.
That depends on the bug report, each is taken on a case by case basis.On top of that, it seems as though the problem is handed off to others, as the same questions keep getting asked.
Sometimes, but not often and as a rule we try to avoid it for that very reason. It all depends on the time it takes to fix and the availability of supporters as we travel to Photographers quite a bit.And on top of that, there have been many issues in this forum never get answered by anyone.
I wonder whether its that they figured it out on their own, or did they just got frustrated?
Some are good at this, others not so much. As this is still a User to User forum, we do what we can to chime in but we're certainly not in a position to answer, analyze and dig into every single thread. And unfortunately threads like this take time away from others.0 -
Discussed in different thread, this is why Phase One should/could invest in better, modern, discussion platform and maybe even more transparent approach like ones we see in Open Source projects. This one platform can easily act as issue tracking, discussion board, feature discussion... what not.
While it won't solve every possible frustration it might really help your company build a better product and in communication with your customers. Also many of the platforms are either open source, free, and not that hard to implement into current process.0 -
We all know that PhaseOne is not Adobe, but when it comes to software, that's who P1 is competing with: it wil have to provide the better product, to be understood as better software, better customer support.
If customers can only expect a level of service relative to the size of the company it will not be able to compete. I believe such are the harsh facts of the economic system we're living under.
Cheers,
Mogens0 -
There is nothing wrong with Phase One's support arrangements - nothing whatsoever.
And before comparing Phase One with Adobe, you might like to actually try Adobe's support.If customers can only expect a level of service relative to the size of the company it will not be able to compete
And yet it does...0 -
The issue I'm addressing is that from time to time PhaseOne appear to explain what some users perceive as lacking support with P1 being a small company. I don't think I made any comparison between Adobe and P1.
And yes, I'm a user of Adobe products, but have never needed to contact their technical support. To me, their products as I use them appear quite bulletproof.
Cheers,
Mogens0 -
[quote="mli20" wrote:
The issue I'm addressing is that from time to time PhaseOne appear to explain what some users perceive as lacking support with P1 being a small company
We are a small company, and to me (of course I'm biased) that's an asset. I've said it before and I'll say it again, any of us are available through the support system directly, via email, phone call or we'd be happy to meet you at the local pub when we're in town.
Yes, we're small and that makes us relatable and accessible. We don't have a corporate support structure, we have a dozen people world wide that are not only happy to help but are pleased to make your acquaintance and talk shop.
Bottom line, we're here to help and if sometimes anyone feels like they're neglected, just drop us a line and we'd be happy to straighten that out.0 -
I'm trying to say that in my opinion it is not in PhaseOnes best interest, when users are expressing dissatisfaction with the level of support, to offer the size of the company as an explanation why it might be so.
Cheers,
Mogens0 -
[quote="alececco" wrote:
... If we report bug we are treated in such a condescending manner that it takes the fun out it. ...
While i can almost taste your frustration and i don't know what it is based on ( i wasn't there), i would like that you don't speak for all of us, even if you had one or more bad experiences.
I have filed my share of tickets and have never been met with this attitude that you describe.
It may be worth considering for yourself that your attitude in these matters may actually evoke a certain response from the person you're dealing with, after all, support (not only P1) is only human.0 -
It's entirely possible to at the same time be human, and act professionally.
Cheers,
Mogens0 -
...Which in my experience, is exactly what Phase One support does, every single time I've ever had to deal with them, Mogen.
But then, I haven't gone out of my way to p*ss them off...0 -
[quote="mli20" wrote:
I'm trying to say that in my opinion it is not in PhaseOnes best interest, when users are expressing dissatisfaction with the level of support, to offer the size of the company as an explanation why it might be so.
Properly managing customer expectations is a key - probably the key - part of customer support.
If the size of the support team is a significant factor in managing those expectations, then of course it's appropriate to bring it into the discussion.
I provide legal advice (UK privacy/Data Protection law) to a UK government agency (100,000+ staff, millions (literally) of external customers).
My team is woefully under-resourced for the size of the job I need to do, and every single day I tell someone that they may not get an immediate answer to the urgent query they've raised with me, (and this stuff really is urgent - people can die, murderers can evade arrest, if my team and I aren't on the ball) because the size of the team makes an instant response to every request for help, impossible.
And that honesty is hugely appreciated by my customer base. The same is going to be true of Phase One.0 -
There are rules for these forums - but where are the moderators?
Mogens0 -
but where are the moderators?
Right here.
We'll leave this thread open for now as we like to read the kind word from some and also like to listen to any critique from others.
But please stick to the rules and be constructive.0 -
Fine by me. I trust PhaseOne to know, that anything said here, even when perceived as critique, might in fact be intended to help.
With that out of the way , why not turn to what really is our mutual interest: Photography and how to get the best results from Capture One.
This image, of Deutscher Dom, Gendarmenmarkt, Berlin is the latest I've worked on in Capture One 8:
https://www.dropbox.com/s/35hqxzp3k9ebw9d/_DSQ0988.jpg?dl=1
I'm very happy with the result, and I enjoyed using Capture One to get there. Still working on how to crop it a little tighter though.
Cheers,
Mogens0
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