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No Response From Customer Services

Andrew Jackson
I have patiently been waiting for support to fix a problem with importing an Aperture database. It has been nearly a year. In fairness Victor has tried a few times, but it still won’t work. As my support is coming to an end I have tried to engage customer services, but no human reply. It has been a month or do and all I get is an automated response. All I want to know is will my case still be handled ? Will the new version fix the issue ? Is it really too much to ask for a human reply ?
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Comments

5 comments

Date Votes
  • SFA

    Andrew,

    On what basis do you expect Capture One to support problems with an Aperture database?

     

    Or is there something not mentioned in your question?

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  • Emile Gregoire

    Grant, in all fairness, if C1 supports importing Aperture libraries, it should provide help if something's amiss.

    Andrew, is there anything in the support pages that could be of help to you? https://support.captureone.com/hc/en-us/articles/360008801138-How-to-import-an-Aperture-Library

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  • Andrew Jackson

    Thank you for your responses. SFA, I expect Capture 1 to support Aperture databases because it says it will. It is meant import them. It won’t import mine.
    Emile, thank you for your kind help. I have been through all that and even sent copies of my databases to Capture 1.
    My complaint is that they will not respond to my emails requesting an update and how we move forward when my support expires in a week. If you guys can spare the time to kindly respond, why can’t they ?

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  • SFA

    @Emile

    True enough but there may always be some problematic exceptions and in this case, from what Andrew wrote, they have already engaged in that. Presumably they have come to the end of the internally available knowledge source ideas.

    Maybe it's time to ask Apple for help?

    Or perhaps the other former Aperture users in the forum can assist if they know how to interpret whatever symptoms Andrew experiences.

    Either way one has to expect some sort of time-out on such an arrangement - just like the original manufacturer developers force on their application developer clients.

     

    @Andrew

     

    Whilst I sympathise greatly there are times in a technical support environment when there are no more stones to turn over to  investigate what may lie underneath them.

    I read just this morning that a large purveyor of computer market printing equipment is about to charge for something that buyers had assumed would be free for the "Life" of the product as they saw a life rather than as the supplier determined a reasonable "life".

    Also that a very large player in the internet arena is about to limit the amount of "free storage" people have expected to be able to use. They are not the first to do so.

    Not having seen (nor wishing do I wish to see) the correspondence you have had with support it sounds like you may have exhausted what they can offer since there is an absence of a solution.

    Some people may reply here because they feel inclined to do so and have the time available to allow it. It's our time. We are not employed to undertake various tasks for a company which, at this moment, probably has a lot more to do to deliver updates to several thousand users who all expected everything to be delivered yesterday.

    Whether the Users who frequent the forum will indeed be able to help you out is unknown. They may not have the same experiences or, if they did have them, may not recall (or even known) how they were resolved.

     

    Nevertheless at this point it seems like it is worth describing the problem, listing the errors and discovering if anyone has had a similar experience.

    The chances are that a user base will have greater experience of random and obscure problems than a tech support operation. Nonetheless you specific issue may be entirely unique. Whether a problem is identifiable and fixable may come down to chance.

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  • Andrew Jackson

    Thank you again for taking time to respond . Before contacting Capture One support a year ago I did search for similar import issues on the forum. There were a few similar cases but none of the results worked for me.
    I am happy to say that I did receive an email from Capture One support last night. They have kept this open and suggest I try the new 21 Beta.

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