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WHY DOESN'T CAPTURE ONE HAVE CUSTOMER SUPPORT AFTER ALL THIS TIME?

Marcus Mam

I have found multiple complaints about the same issues in the forum with no direct answers. This is especially troubling as Capture One is targeting high level professionals, who are working against tight deadlines and don't have time to nose dive into a bottomless pit of unanswered FAQs. It's extremely frustrating. Doesn't this seem unacceptable whilst paying for a subscription? 

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2 comments

Date Votes
  • SFA
    • Edited

    Use this link for personal support.

    https://support.captureone.com/hc/en-us/requests/new 

    If you have an Enterprise type license agreement I believe you would be able to access a form or preferential support that might enable you to obtain answers more quickly. 

    You should be able to find out by checking the website or asking via the above link.

    In general, generic problems seem to be addressed using the Community FAQ articles.  

    The forum is not considered to be an official support channel and never has been, although some response may seem that way. 

    That you find multiple posts about the same problem might have multiple reasons. Some questions with documented potential answers are the result of the poster not successfully finding the answer or, perhaps, not looking in the first place.

    In other cases, users find a solution, with or without direct case management help from C1 but do not always post back, possibly because the problem related to some sort of localized problem on their system that had proved difficult to identify and might not be likely found as a common problem. 

    I cannot imagine one might finance an interactive and reactive Support operation as an additional "answer every call"  process off the back of the current license or subscription charges.

     

    However, offering the option to obtain a paid-for service might be an interesting thing to consider in order to find out whether users would be genuinely interested in such levels of assistance.

     

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  • Permanently deleted user
    • Edited
    Top Commenter

    I have found multiple complaints about the same issues in the forum with no direct answers.

    And for every one of them, how many satisfied Support customers have there been?

    You can draw no conclusions from the noise on internet forums - by definition, it's only the unhappy ones who shout about it. 

    As Grant points out, this is a user forum, so it's no surprise there are no "direct answers", by which you presumably mean official responses.

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