Technical Suport Denied ...WHY? New POlicies?

Hi,
owning a valid license I issued a technical problem with COP20 via https://support.captureone.com/hc/en-us, following the button which reads "I own Phase One equipment and need premium support for my camera or Capture One".

My ticket was then rejected as follows:

"
Hi
If you do own a Phase One camera then please provide at least one serial number from your Phase One camera kit.
If you do not own any Phase One camera equipment and only own Capture One software, then you should contact the Capture One team here:https://support.captureone.com/hc/en-us
Kind Regards
Ulf, Phase One Technical Support
"

True is I do not own hardware from Phase one - but need technical support for COP20 - Is this no longer given or how can I reached it, without getting such pure blocking statements?

Again, I used the link which was given in the reply above, but the same team answered...
Support cases were 348447 and 348450

Thanks for any hint.
M.

Ian Wilson

Moderator

2020年01月27日 09:59

If you go to the support page you started with, you should choose the button that says you do not own Phase One equipment, but do need help with Capture One. On the page that that takes you to, there is a link saying Submit a Request at the top right of the page.

Ian

Samoreen

2020年01月27日 10:06

Hi,

You should go to this page : https://www.phaseone.com/en/SupportMain? . You'll then see 2 options :

1. I own Phase One equipment and need premium support for my camera or Capture One
2. I need support for Capture One but do not own Phase One camera equipment

You belong to the second category. You don't deserve the same C1 premium support as those who purchased Phase One hardware. I guess that the C1 license will soon be sold with an option giving you access to this premium support. The basic license is so much cheap that we should understand that premium support comes only with extra fees.

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