Is it just me... a request that has, so far, taken 2-months - and still not resolved.
Good afternoon all,
I do not usually write comments about an active request. I prefer to wait until it has been resolved to consider the whole process BUT I think my current experience with C1 support is taking the preverbal.
On 28/12/2022 I submitted an issue to the help desk. I found that a number of images were not being rendered correctly. When I opened the same images in Lightroom there was no such problem. The screen shots below should, hopefully, demonstrate this.
I provided a few examples (screenshots) of files that had such a problem. A month later I asked for a process update and provided the C1 support team with a couple more examples. Their reply was a request to upload the original raw files to the request ticket - which I did, using the link C1 support provided.
Again I did not hear from C1 for a couple of weeks so I, again, asked for a progress report. The reply came relatively quickly and they informed me they were still looking into the issue.
So, I waited, and waited, and waited. 4-days ago I wrote, AGAIN, asking for another update. Highlighting the difficulties I was having being 5,500 miles away from home and not wanting to delate any image I had taken because I could not rely on the C1 rendering.
The reply was asking me to provide them with original raw files - which, I already had done about 2-months prior. The wording in the message from C1 suggested absolutely no recognition of all previous correspondence with them. In response I despairingly advised that I saw no point in re-uploading images if they could not be bothered to look at the request history and their online interaction with me. To be fair - they did ask I try one solution, which I am unable to comment about, but that did not work. Quite the opposite.
So. What to do. I have have used C1 for a number of years now and apart from this issue have been extremely satisfied with it - particularly with David Glover and his tutorials and willingness to help. But if they cannot resolve what I believe to be a critical issue in a timely manner - IF AT ALL - then it really does not matter how good it is in other aspects. Coupled with this, the apparent lack of customer service and inability to manage customer expectation, leads me to think the time is coming to switch to another software provider. From online classes with the photographers of calibre like Joel Meyerowitz I get the feeling C1 is not necessary a cut above the rest and as such a switch is of no big deal image quality wise (like between a Nikon and Canon - they are just as good but some find one easier than the other to use). I wonder what their customer service is like...
I would be interested in any other user's view - have you had similar rendering issues and, if so, were they resolved (and if yes, how), or, what is your experience with C1 support like as a customer.
Many thanks.
Paul
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I've had similar experiences with Capture One's support department – it takes a long time to get a reply, they sometimes appear oblivious to the previous exchange, etc. (see this thread). Unless you're asking about something that can easily be answered, in which case they reply a lot faster; at least that's my experience.
I currently have a support request that's been open for six months (regular unresponsiveness); a few days ago they informed me that they had no plans of fixing the issue. During these six months I've had the impression of having to drag information out of them, and I've have the same experience with previous support requests.
Thomas
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C1 does not accurately show .DNG files the same way that it shows RAW files. It appears that it does not apply the same camera profile for some reason. I've found a similar problem when I edit a RAW file in an external editor and return a DNG to C1. The DNG colors are different. If I open the DNG file in any other program then the colors are accurate, its definitely a C1 issue.
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Thank you Thomas, thank you LVS. I am glad it is not me. 6-motnhs … jeez. I thought I may have the longest.
It is disheartening to read. C1 - which claims to be developed by professionals for professionals - seems not to understand the concept of ‘professional’ when it comes to their customer support. I guess, like many others, much of what they say in their promotional material is more rhetoric than built on substance. Customer service aside - I find it incredible that they appear to not even want to take the effort to correct software issues made known to them. Perhaps I am small fry and they work on the basis that my custom is not important to them. Well, I have found that karma has a funny way of rearing its head in the most unlikeliest places and in the most untimeliest manner.
For what it’s worth. I am already moving my images etc. over to LR. Given your 6-months wait I still have 4-months to get back up to speed with LR before I hear anything approaching something satisfactorily from C1.
Cheers.
Paul
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And the thing is they won't even respond to these posts, because they don't care.
All they want is money.
John
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Paul, sorry I don't have a solution and I share your aggravation with C1 and its support. However, your example is not as clear to me as you suggest it should be, so please excuse me if I'm not understanding. I think you are unhappy that the C1 rendering has blocked shadow detail (and this is not reflected in the histogram)?
I see the image is a .dng. Are you shooting with a camera that outputs .dng? Or have you converted these from the original Raw files to .dng? Which camera are they from? Are you using the Adobe DNG converter or something else? Are the adjustments to Exposure and Shadow, that are visible in your screen shot, the only ones applied? I assume you've checked that no adjustments or Styles have inadvertently been applied (possibly as a bug), and ICC Profile and Curve settings are appropriate (for example not set to "Film High Contrast"? I assume there are no hidden adjustments, for example to Levels or Curves. Under Curves that both RGB and Luminosity are unadjusted? I use a couple of programs that output .dng files and C1 does not always match the other program, but this has always been lighter and/or flatter, so correctable. Never what looks like an unrecoverable loss of shadow detail. The fact that this is not reflected in the Histogram is disturbing.
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Good morning Ric, good morning John, good morning all,
Thank you for your input. C1 support came back a couple of days ago and 'have concluded that this is a bug'. This conclusion was based on the raw image files I sent on 09th January - following my initial request in December (and only after having to ask for a progress update). They have filed a report for the R&D team but cannot guarantee the matter will be resolved before the next release.
I'm afraid I have had it with C1. I cannot rely on their 'professionalism' - as per my above post. I have lost all confidence and trust in the C1 team. Up until know I have praised the product and it is with a heavy heart that I am switching to Lightroom. I found C1 very user friendly and loved its rendering of images. But what use is this if the C1 support team fails to act in a timely and professional manner. What positive action there has been has been a case of 'too little, too late'. I admire Thomas' perseverance - I find their treatment incredibly disrespectful.
FYI - the camera I use is a Leica M11.
Adios.
Paul
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