Does Capture One offer support?

Comments

15 comments

  • SFA

    Personal and free technical support on demand?

    A response used to mean a day or two delay, typically, but that was some years ago.

    Since then a lot of work has been put into the on-line knowledge base to document the most common problems via FAQs and other articles. In the modern era of widely available good speed internet, such strategies are common and mostly useful for avoiding any delays - so long as the problem being investigated may have a solution, specific or generic, described.

    I suspect that offering a one to one personalised solution could be extremely expensive. Most of the software support operations, even for extremely costly business systems, seem to included time limits for such arrangement. Spend $10k per anum on a subscription and get 1 hour of total support included. That sort of thing.

    Pay an additional 20% (or some amount) on top of the subscription to obtain more support time. And so on.

    Free technical support, person-to-person, on demand may not be viable for relatively low cost (less than thousands of dollars per annum) software these days.

    Capture One offers an "Enterprise" option that appears to have some additional features for studios and professional users in general together with a promise of Tech Support with a 24 hour response target. This seems to be supported by a higher subscription cost. 

    In past times software was sold in either fully controlled packages or with optional maintenance contracts or chargeable technical support options. Update releases, pre-internet days, were rare being logistically problematic.

    Now we all expect instant fixes for any trouble despite the added complexities of the uncontrolled hardware and software market where system configurations are frequently updated via software releases at the OS level that cannot possibly be tested fully in advance of the supplier making it available. The days of a fully controlled package that could be kept isolated in a self-contained environment from a "certified tested" point of view are long gone. And of course outside the corporate market, where constant changes may not be desirable and will likely be resisted by the IT department, the time and costs risks of trying to support less experienced IT users could be crippling.

    That is perhaps one of the reasons why organisations like Microsoft, for example, seem to be keen to offer more and more of their software as a service run on-line and paid for by subscription. That gives then control of the technical environment - just like in the old days of software packages that could be installed with everything they needed to run successfully no matter how the host system might be changed (so long as it remained generically compatible to the "package" installed or a revision of that package.

     

    All of that said - when your system stopped working as it should, was that related in some way to a Capture One change, a Mac change, the addition of some software or hardware to your system or something similar. Or is it something that seems to relate to a data problem of some sort? 

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  • Daniel Holmes

    The reason I posted my question is because you offer support tickets. If for all the reasons you listed above you don't feel personal and free technical support is a viable option for your company in these days then don't offer support tickets. It communicates to your customers that you do offer personal support.

    As for demanding a response or an instant fix...I waited 6 days for my support ticket to be acknowledged before I finally made this post. It still have not been acknowledged on day 7.

    As to the issue, it was not found in your documentation nor community forum when I did a search, not answered in a support ticket, and no one commented on it when I posted it. Capture One 21 (at this time) is incompatible with the latest update of Photoshop 22.2.0. You get a program error when trying to save the file back into Capture One. I know this is no fault of Capture One. It occurred because of the Photoshop update. However I am making you aware of it and hopefully this problem can  be fixed in the next few weeks or months. 

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  • Marco Hyman

    Who is "you" in the above statement?  The participants of this forum are users, not Capture One support people.  As such we don't offer anything but an attempt to help fellow users.  Sometimes we can be helpful, other times not.

    If you want support hit the Submit a request button.  The few times I've done that I got at least an acknowledgement back... eventually.

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  • SFA

    Daniel,

    As Marco has observed above, this is primarily a User to User forum.

    If "you" was aimed at my response to your post then you need to know that I am just user of C1 and my comments simply reflect how I see the reality of attempting to provide any form of personalised support on a sustainable basis. 

    I have some personal experience of that kand fo business function in a business to business environment as an implementation consultant and advisor, and the manager of a developer's technical support desk and as an on-site operational system consultant observing how a multinational in a cutting edge industry in the early days of global internet communications worked with its clients and attempted to cover the costs they incurred.

    That company was supporting their own (expensive) boxed products and software and  charging somewhere between 15 and 20% of the sale price for the service. Had they not had a small number of major international corporations running private networks, paying full price for the hardware, something like 25% additional for technical support (which they hardly ever used) and a full replacement policy every 5 years (therefore keeping the box orders moving) they would have made a solid operational loss on technical support every year.

     

    This is why many forward-thinking software and services providers have sought to shift their efforts to products like Zen Desk and deployed a lot of effort in developing self-help supporting operational concepts.

    If you used the "Submit a request" process you should have received an automated email and a case number in return.

    If you did not receive that then possibly something has gone awry in the process. You should be able to check any cases you have created and the interactions relating to them through your account login options.

    If there is nothing there then assume a communication breakdown.

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  • CSP

    @SFA  maybe it is unknown to you that customer have also rights, one is that a product should works as advertised and that they also have a right for support and fixes. the spin against user interest you see the need to post here is wrong and unnecessary.  I and for sure many other c1 user give a f..k  why "forward thinking companies"  try too brush off their responsibility and cripple support.  

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  • Dave R

    I can see why the OP is upset. For instance Microsoft offer comprehensive support, in one instance I had a very obscure problem and ended up phoning the freephone support number, I spoke to a very helpful first line support person in New York (I’m in the UK) who could not solve the problem and passed me to next level support in California. After allowing access to my machine (remember I had instigated the conversation so this was safe) the problem was solved. All this for the cost of a windows10 licence. While Microsoft can afford this level of support there is no reason why the OP should not expect at least a prompt response to support ticket.

    Dave

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  • CSP

    i had an issue with photoshop last year, not expecting much I contacted support and was surprised how great and helpful they are. good support first is when a company is fast in fixing known bugs and issue and this seems not the case with c1, the consequences can be read here on a daily bases. 

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  • SFA

    Whilst I fully understand the comments for David R and CSP,  I think it is somewhat unrealistic and probably unreasonable to invoke the examples of one off (?) experiences based on services from enormous businesses with a huge number of product offerings offering abundant scope for vast profits overall and plenty of latitude for "free" products and services as loss leader products to tie customers on to the wider offerings and push them in whatever direction is most profitable as markets move on.

     

    I'm sure the business options open to Microsoft and Adobe, especially with their huge corporate user base, make the cost of occasional end user support at a personal level such a trivial consideration that, unless they really screw something up and have millions of people deep in trouble and demanding a fix, rarely comes up in business assessment management meetings. At least, not top level meetings unless the top people have not doen their homework and are waking of personal hunches.

    At the other end of the scale the enthusiast developer offering a great and free product and responding to emails with in a day should be commended too. But that is a very unique way of operating that can be great when it works but less good when the person (or small team) involved changes in some way.

    The middle ground can be tougher for all those who operate there.

    Yes they may well still need to offer significant technical support - especially for relatively complex products in a highly variable and uncontrollable market and a wide range of experience in the user base  (somewhere from "super expert" to incompetence)  expecting support - but likely have neither economy of scale or ready and steady cash flows to be certain to be able to deliver it with constant certainty.

    One can try "building a stronger product" but in my experience taking that approach can work very well yet the users do not care (we are fickle like that) and businesses do not always survive the attempt. Not good for them or their legacy customers.

    In recent times many B2B businesses have simply pushed up prices. Considerably pushed up prices in many cases. This has, in the B2B arena, tended to stabilise or increase revenues whilst at the same time eliminating those smaller users for whom one (highly likely) technical support call could wipe out years of license income profits. If that goes badly enough the company will have to change or disappear.

    For anyone, like me, who prefers the perpetual license model to renting everything and the potential broken continuity that may entail, that may mean fewer and fewer companies attempt to resist the mass acceptance of the subscription model. And once one has the subscription model questions about backward looking support can be tagged as "irrelevant" since everyone has the requirement to update to the latest and greatest offerings as soon as they are released.

    Friction point largely eliminated. I can see why all of the big players in the IT market want to head that way.

    In the world of photography (non-phone based) sales of cameras are going do have to pick up quite sharply if the mid market of software developers are to survive successfully.

    It will be interesting to follow how things develop.

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  • Dave R

    I can't say I disagree with SFA.  A few years ago there were about 100,000 Capture One users (I got that figure from a job advert on the Capture One web site) most of whom were fairly expert with the program, only quite intransigent problems could not be solved by a visit to the user to user forum.  In that situation the problem reporting mechanism with a real person responding to your ticket until it was solved worked well.  Since then I suspect the number of users has increased significantly and their expertise with the program is necessarily lower than the old hands thus putting a sharply increased load on the problem reporting system.  Unfortunately Capture One is in a cusp, too big to support all its customers as it has in the past but to small to afford to employ more support staff.  Hopefully if prices for upgrades and new users do go up in December some of that income will be spent on customer support.

    All that said Capture One is already not a cheap piece of software and the OP is within his rights to demand better after sales service.

    Dave

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  • CSP

    when you have a flawed product no money in the world is enough to offer good support and this is exactly the case with c1 today. to me it seems they made some time in the past the decision not to invest much in a better more stable product ( think of metal)  but instead use the limited resources to develop small improvements and blow them up with marketing. as long as they could attract new customer this seemed to work, they also benefited from an unjustified adobe bashing but now it is rather clear that the customer have to pay the price for this strategy. 

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  • SFA

    As a Windows user (one of about 40% of the C1 user base maybe?) I have no interest at all in Metal. At this time.

    It would be intensely disappointing, to me, if we had a series of Mac-focused releases accompanied by ever-increasing prices to fund them. Adjusted and differentiated pricing might be acceptable

    Of course, the benefit of a perpetual license would mean I could buy some time (but not buy brand new cameras) and use the current products for several years, thus improving the current ROI significantly.

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  • Daniel Holmes

    Wow. Didn't expect such a huge response. I appreciate all the input.

    SFU, I know this is a user forum but I know in other forums technical support keeps an eye on it and will interject their own input. I inadvertently thought this was the case and you were technical support. Sorry about that.

    I just feel like Capture One took my money and ran  when just last week I purchased version 21 and discovered you can't do a round trip edit from Capture One to Photoshop (version 22.2.0) and back. This is a feature of Capture One that is very important for many users. Yet after 8 days they have not responded to my support request. You can't call them. You can't email them and they are ignoring my support ticket....looks like they ran.

    It goes against everything I know about this company. I have used both Capture One and LR for about 4 years  and have been impressed with how Capture One is really working hard to constantly improve their product and make it user friendly. Their support ticket interface has drastically improved. It what what  finally convinced me to move completely to Capture one. 

    Anyways, the lesson learned for me is to wait a long time before updating Photoshop. In the meantime hopefully word gets to C1 that Photoshop has caused a glitch in their software.

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  • Daniel Holmes

    Good news. I discovered a work around for those who use Photoshop with Capture One. You have to "Save As.." the edited Photoshop file  back into the Capture One Folder it was in. Just remember add a "1" to the end of the file name and it will show up right next to the original in Capture One.

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  • CSP

    Anyways, the lesson learned for me is to wait a long time before updating Photoshop. 

    hm, why not stop using PS at all because than you would not even have to ask c1 for support and everything is perfect ! 

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  • SFA

    Daniel,

    Is it possible that there is a PS setting that allows you to manage the way PS does things on "Save" actions?

    If soi anything you may have had set already for the previous version may have been reset (or changed) for the new one. Just a thought. 

    Also, does a PS "Save" refer to saving its internal PSD file. Did you use a PSD file as the intermediate file produce from C1 to enable you to work with PS? 

    Just a few ideas about things that might be worth checking after a software application update.

    To your original point, if you have Support Case and a reference number and you have received the automated acknowledgement but nothing since the most direct way to nudge the support team would be to log in to your account, go to the activity records for Support Cases and make a followup post asking what has happened since you have heard nothing.  You have not mentioned whether you considered that. Perhaps you did.

    If the Case was mainly to advise C1 that there seemed to be a problem and was presented in that way it might have been that it has been considered as mostly advisory information rather than e request for help. Nevertheless, I would have expected that an acknowledgement would have been added to the Case and forwarded to you by email. That seems to be the normal situation on those occasions that I have used the Zendesk based system.

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