Customer Support/Non Support?
Keith
Titled this post as such, hoping you might read it and respond.
While I realize that you can not correct software on a daily basis. I have asked questions weeks/months ago and after a little dialog from you no more answers or solutions.
I have read numerous posts and it sounds like I or the person having the problem is the only one having it.. This is a standard answer that every support person is taught to respond with. I have heard this from your company with full knowledge that one of my friends has called with the same problem. Yes we used to be able to call NY with problems.
I can tell you that just because problems are not posted here, does not mean no one else is having the same problems. I have even called a few people that have posted answers and after talking find out they still have the problem or do not use it the same way as we do. I am on other professional boards and many people do not use your software tethered, hence no problems like we are having. Many do not know this board exists or post on it.
You definately have issues with 3.7.1 that are not in 3.5.
One post suggests that Photoshop can cause problems. I don't know of many professional photographers that do not use this program or do not have it loaded on the same computer as your software is loaded on.
I own a Phase One digital back and no longer use it as I have a problem focusing a Hasselblad. Canon's with auto focus are much easier for me.
Thanks
Neal
Titled this post as such, hoping you might read it and respond.
While I realize that you can not correct software on a daily basis. I have asked questions weeks/months ago and after a little dialog from you no more answers or solutions.
I have read numerous posts and it sounds like I or the person having the problem is the only one having it.. This is a standard answer that every support person is taught to respond with. I have heard this from your company with full knowledge that one of my friends has called with the same problem. Yes we used to be able to call NY with problems.
I can tell you that just because problems are not posted here, does not mean no one else is having the same problems. I have even called a few people that have posted answers and after talking find out they still have the problem or do not use it the same way as we do. I am on other professional boards and many people do not use your software tethered, hence no problems like we are having. Many do not know this board exists or post on it.
You definately have issues with 3.7.1 that are not in 3.5.
One post suggests that Photoshop can cause problems. I don't know of many professional photographers that do not use this program or do not have it loaded on the same computer as your software is loaded on.
I own a Phase One digital back and no longer use it as I have a problem focusing a Hasselblad. Canon's with auto focus are much easier for me.
Thanks
Neal
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Neal,
Don’t confuse the User-to-User Forum with Technical Support. Many Forum answers are from other Users and Phase One monitors to be sure answers are given. If you seek ongoing dialogue for an issue with Capture One then you must Create a Support Case. Once submitted, a Case will not be closed until resolution of the problem or all dialogue is passed onto Developers for testing as a Bug Fix. Developers get involved in problem Cases, they do not get involved with Forum posts.
With your Tethered issues, you have posted on 3 different threads and there has been some great input from Users that solved their problems and shared all that they’ve learned. When I see your Post followed by a another User saying they’ve had no problems, or offer a methodology that has worked for their studio, I don’t pay attention to the thread any longer until you Post again stating that you and still have problems. Since you are shooting in a manner different from the others, this is more the reason to Create a Support Case. The difference between the Forum and a Case log is that the Case dialogue is between only the User and Technical Support. We can thereby track exactly in the process what you have tried, your workflow, system specs, etc., so that all information gathered pertains only to You. Forum posts on the other hand can get quite convoluted and we don’t directly know what you have tried of our suggestions or other User’s advice.
I’ve never seen a Training for Technical Supporters, and I’ve certainly never been told to offer the Standard Answer you speak of. What I use are my analytical skills and research background as a Scientist to arrive at my answers. In this manner, I can test and search well over 12, 000 Support Cases and glean out all issues in regards to Tethering / 1Ds /Windows 2K , etc.. This is how I am able to make the conclusions I have. Fact is that you are not the only one having tethering problems, but the number is a very small fraction of the all Users out there successfully tethering. If others won’t Post here, fail to contact Support, or give up on finding a solution – that is too bad, but we have no control over this. The whole basis of science and working through problem-solving is to do it together. Once one side gives up, the process ends.
The most apparent common denominator with tethering problems lies with the use of a 5-year old Operating System - Windows 2000 - and its outdated TWAIN drivers.
We’ve had the question posed of why doesn’t the Canon Capture software seem to have a problem with the TWAIN drivers? But I would prefer to ask why of all the Support Cases involving Windows/Canon tethering problems aren’t there any using Windows XP and its WIA drivers ?
There is only 1 Case exact to yours that is ongoing.
Other similar Cases have been resolved by:
• Adding RAM
• Uninstalling older versions of Capture One and Clean Install
• Closing all other programs in background
• Setting the Write To location to the Local drive
• Updating Camera drivers and/or firmware
• Setting camera to allow function without CF card inserted
• Turning OFF camera or computer sleep mode
The difference you’ve observed between versions 3.5 and 3.7 is simple.
The 3.5 tethering capabilities were built on Phase One technology while 3.7 is built on Canon’s SDK.
Don’t recall any issues with Photoshop and tethering with Canon cameras.
No, Phase One does not offer direct phone support, it is a waste of time. Fact is that the volume of users assisted is far greater if Tech Support personnel are not on the phones. In a 15-minute phone call with 1 User, 4-6 other Users can be helped.
Sounds like you need a Hasse H1 with AutoFocus, shooters rave about this camera with a Phase One Digital Back!
Sincerely,
kc0 -
Keith
Thanks for the reply.
How do I go about starting a Support Case?
I have tried many of the suggestions you have listed.
I would never purchase Hasselblad again. Just sold over $40,000 woth of Hassy equipment for $5,500.00 (ouch) and the digttal back they only wanted to give me $2,000.00 for.
While your backs are great, the 35mm are lighter and offers far more in choice of lenses. We are photographing high school seniors. If I were in a different market, the Hasselblad would be my choice.0 -
Neal,
Ouch is right - and I hear you loud & clear.
Please go to http://support.phaseone.com/
to Create a Support Case. You will have to login to your User Profile for our web site, it is the same one you use for Activations.
Please provide as much detail as possible with your Case. Include: system specs, camera used, camera firmware and settings, workflow methodology etc..
There truly is no detail that is insignificant.
Regards,
kc0
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