Why is Capture One so difficult to get an answer from?
Simple question - how to deactivate a computer. You would have though support would actually support and yet the user has to trawl through 1,000s of questions not all actually have a relevant answer. Really disappointed with the support (if it could be called that).
-
> Stewart Weir: yet the user has to trawl through 1,000s of questions not all actually have a relevant answer.
RTFM ! The online User Guide -> Quick Start Guide https://support.captureone.com/hc/en-us/articles/360002467237-Deactivating-Capture-One
1 -
Permanently deleted userReally disappointed with the support (if it could be called that).
Have you even been in touch with support?
https://support.captureone.com/hc/en-us/requests/new
But as Odd rightly points out, it's not as if it's hard to find the answer to your question in the official guidance.
0 -
It usually takes quite a while for them to reply, often more than seven days.
0 -
Stewart,
With the move to the Zendesk support software about 2 years ago Capture One chose the route of self-help based on a comprehensive Knowledge base plus the User to User support model offered by the Forum members.
Choosing Zendesk is something one would do with that objective in mind.
Many other organizations have made the same decisions for the same reasons.
Whether any of them improved the user experience could be debated for a long time and I doubt that any single implementation would be resoundingly supported as more than "competent" by the majority of its user base.
Whilst there can always be gaps in knowledge documentation and the support of a moving target (regularly updated software that is either self-developed or forced upon the Support Operation by external parties, in general, I think what is available is pretty good.
It provides for self-help worldwide - in theory, 365/7/24 unless the internet or servers go down - and in the modern era provides some reasonable options for dealing with translation needs via translation applications.
I think one would need a huge, diverse, global and multi-lingual business to address such a requirement with humans at desks - fixed or virtual desks. I have my doubts about such a legacy model being viable economically even as a paid-for service for a desktop product such as Capture One. No matter what scale of operation the parent company might have available.
One might be able to justify a dedicated paid-for operation for some larger clients with critical needs but how many of those exist and have the business need and financial strength to want to pay for such a support facility I don't know. If there are not many of them then a different approach to dedicated service would probably make more sense than a globally available "catch-all" offering.
My personal experience is that I have rarely had to wait for more than a couple of business days for a human response to a "Request". Others may have had different experiences.
0 -
(And that, above, is the brief reply.)
0 -
support is a cost factor especially when you sell a software with so many bugs and issues so to keep the investors happy they do not fix bugs and ignore user, lets see how this turns out in the long run.
in comparison DXO responds within 24 hours they have great staff which take the time to really help and they don't use standardised text massages to brush you off.
0
Post is closed for comments.
Comments
6 comments