Capture one 20 upgrade stupidity
I prepaid for the Capture one 29 upgrade for Sony and received a license key but there appears to be nowhere to use it to get the already paid for upgrade. I've tried three times to do this but keep getting asked to pay again. This is unacceptable and seems to be amateur hour at Capture one. Please provide a simple coherent intuitive way to get my upgrade.
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My Problem is solved. I made a support call, and Phase One readded my Voucher Code to the database. But it was a Phase One Problem! So if your upgrade voucher code does not work, you should open a support case.
Thank you for the help!0 -
reddeath wrote:
On a side note, the company has been recently bought by an international investment fund, which basically means that they have been turned into a money grabbing machine and they don't care at all about their existing users.
No company cares about its users - that's not its job.
You want to be cared for, talk to a charity.0 -
reddeath wrote:
The result of upgrade experience and my support case is as follows:
- I was advertised and sold an upgrade to Capture One 20, which I was under impression that was based on me having the Capture One 11 Pro license.
- The upgrade process did not work, which I already described in this thread
- I contacted support asking for help in getting the license key based on my pre-order code
- I was told that the pre-order sale was only meant for owners of version 12, and that the only thing they can offer is to convert this purchase into a subscription (1 year), or to offer a refund.
- I replied that I will never buy a subscription and since they cannot provide me with the version 20 license, I requested full refund, which they have initiated.
- I decided not to buy future versions of Capture One, and definitely never go for the subscription model.
- The only thing that will convince me to upgrade is a good offer while on sale.
My personal impression of the support is rather bad. I have requested contact information to the manager of the support organization, which they did not not provide. They were unwilling to look at the situation objectively and try to help their customer. Having paid for several Pro licenses in the past and now having paid for an upgrade to version 20, I was really upset about how they handled the case.
On a side note, the company has been recently bought by an international investment fund, which basically means that they have been turned into a money grabbing machine and they don't care at all about their existing users.
I got the same "form" letter back from support offering to go to subscription. I replied declining as I too don't want to go to subscription and asked them to actually read my query as I was going from C-1 V12 to C-1 V20 and my voucher code still wouldn't work. The second "form" letter I got back started like this,
"Hi there,
We are aware of the issues surrounding the pre-order/upgrade process and as a consequence, we are receiving a high volume of support requests at this moment in time. Whilst we handle your support request, we encourage you to take advantage of the 30-day free trial for Capture One 20, even if you have purchased a pre-order/upgrade."
There obviously has been some major screw ups and with all the good alternatives out there they need to fix it and fix it fast. I've been using Capture One since 2008 starting with version 3 and upgrading all versions from 7 to 12 so they've received a fair chunk of my money but this fiasco is leaving a bad taste in my mouth.
Barry0 -
Man I feel for everyone - I had a crazy go of it upgrading from 12 Perpetual to 20 Perpetual -- what a joke, this is like the worst way to ever program an upgrade...I feel sorry for the 1st-year Comp Sci student they hired to design this process.
My guess is some database / developer screwed the pooch on how to handle this. That's the problem with complex licensing schemes -- complex update routines to handle it all.
Hopefully they're using temporal database tables and can just query your old licensing keys while they figure this out.
I was *not* happy with my account basically losing C1 12 licensing to be 'replaced' by C1 20.0 -
For all that suffer from the upgrade/pre-order issues, get a 30-day trial key from the website and wait till the bulk of support cases are over. They will get it sorted within a month... 😁 0 -
Paul_Steunebrink wrote:
For all that suffer from the upgrade/pre-order issues, get a 30-day trial key from the website and wait till the bulk of support cases are over. They will get it sorted within a month... 😁
In what way sorted? If like me you have bought pre-order for version 20, while having licenses for version 11 or earlier, they will not allow you to get version 20 (perpetual). No point in installing a trial of version that you will not get.0 -
reddeath wrote:
Paul_Steunebrink wrote:
For all that suffer from the upgrade/pre-order issues, get a 30-day trial key from the website and wait till the bulk of support cases are over. They will get it sorted within a month... 😁
In what way sorted? If like me you have bought pre-order for version 20, while having licenses for version 11 or earlier, they will not allow you to get version 20 (perpetual). No point in installing a trial of version that you will not get.
If you pre-ordered and paid for CO20, I can imagine they won't you allow to get CO20. How did you get that information?0 -
Paul_Steunebrink wrote:
reddeath wrote:
Paul_Steunebrink wrote:
For all that suffer from the upgrade/pre-order issues, get a 30-day trial key from the website and wait till the bulk of support cases are over. They will get it sorted within a month... 😁
In what way sorted? If like me you have bought pre-order for version 20, while having licenses for version 11 or earlier, they will not allow you to get version 20 (perpetual). No point in installing a trial of version that you will not get.
If you pre-ordered and paid for CO20, I can imagine they won't you allow to get CO20. How did you get that information?
Well, their system allowed for purchase of the v20 upgrade pre-order for anyone who owned version 11 and earlier, over a month ago. However, according to Capture One support, it was their mistake and now the system does not allow to use the pre-order coupon code to get the v20 license, if you currently don't own a v12 license.
They have totally disregarded the fact that the cost of that earlier pre-order was similar to the cost of upgrade to v12 (with v20 included) just a week earlier on Black Friday, and they are not willing to provide v20 licenses based on the pre-order purchase.0 -
reddeath wrote:
Well, their system allowed for purchase of the v20 upgrade pre-order for anyone who owned version 11 and earlier, over a month ago. However, according to Capture One support, it was their mistake and now the system does not allow to use the pre-order coupon code to get the v20 license, if you currently don't own a v12 license.
They have totally disregarded the fact that the cost of that earlier pre-order was similar to the cost of upgrade to v12 (with v20 included) just a week earlier on Black Friday, and they are not willing to provide v20 licenses based on the pre-order purchase.
In my opinion this is bad from Phase One. If they promised something that people already paid for, they should give it to them. If something was wrong by their side, they have to take it into account. Customers are not responsible for their mistakes. I say "your fault is not my fault". In my country if you enter a store and they have put a wrong price on an object they have to sell it at the printed price. The same if you pre-order. You have the right to pay the price they told you on pre-order even if it was wrong. There's nothing they can do. Both situations have happened to me. I don't understand why this shouldn't apply to online transactions. It's not fair. You embarrass yourself and makes clients go away.0 -
ClauS wrote:
reddeath wrote:
Well, their system allowed for purchase of the v20 upgrade pre-order for anyone who owned version 11 and earlier, over a month ago. However, according to Capture One support, it was their mistake and now the system does not allow to use the pre-order coupon code to get the v20 license, if you currently don't own a v12 license.
They have totally disregarded the fact that the cost of that earlier pre-order was similar to the cost of upgrade to v12 (with v20 included) just a week earlier on Black Friday, and they are not willing to provide v20 licenses based on the pre-order purchase.
In my opinion this is bad from Phase One. If they promised something that people already paid for, they should give it to them. If something was wrong by their side, they have to take it into account. Customers are not responsible for their mistakes. I say "your fault is not my fault". In my country if you enter a store and they have put a wrong price on an object they have to sell it at the printed price. The same if you pre-order. You have the right to pay the price they told you on pre-order even if it was wrong. There's nothing they can do. Both situations have happened to me. I don't understand why this shouldn't apply to online transactions. It's not fair. You embarrass yourself and makes clients go away.
I am baffled. No words for that. It must be an error of an overheated support department.0 -
Paul_Steunebrink wrote:
ClauS wrote:
reddeath wrote:
Well, their system allowed for purchase of the v20 upgrade pre-order for anyone who owned version 11 and earlier, over a month ago. However, according to Capture One support, it was their mistake and now the system does not allow to use the pre-order coupon code to get the v20 license, if you currently don't own a v12 license.
They have totally disregarded the fact that the cost of that earlier pre-order was similar to the cost of upgrade to v12 (with v20 included) just a week earlier on Black Friday, and they are not willing to provide v20 licenses based on the pre-order purchase.
In my opinion this is bad from Phase One. If they promised something that people already paid for, they should give it to them. If something was wrong by their side, they have to take it into account. Customers are not responsible for their mistakes. I say "your fault is not my fault". In my country if you enter a store and they have put a wrong price on an object they have to sell it at the printed price. The same if you pre-order. You have the right to pay the price they told you on pre-order even if it was wrong. There's nothing they can do. Both situations have happened to me. I don't understand why this shouldn't apply to online transactions. It's not fair. You embarrass yourself and makes clients go away.
I am baffled. No words for that. It must be an error of an overheated support department.
Their support have referred to a FAQ, created or updated few days ago, that acknowledges their mistake, but only offers a refund or conversion to a subscription model. They simply pointed to it, as if it justified their doings.0 -
Wow. So their marketing dept screwed up and rather than eating their mistake, they're making their customers pay for it and not honoring the original offer?
WTFC1?
Honestly, after being a C1 customer since v1, this v20 has left a really bad taste in my mouth. There's very little in this new version which is worth the cost of the upgrade.0 -
Bonjour,
Possesseur de la V11 de capture one et de Pre-acheteur de la version 20, je n'ai pas encore réussi à activer mon pré-achat.
Et comme je m'en doutais, je viens de recevoir ceci:
"Hello!
Sorry for the delay.
If you don't want to activate a subscription with your pre-order, I can refund your pre-order.
Let me know if you'd like to proceed.
Denis,
Capture One Support."
Bref on me force la main pour que je passe "en mode souscription annuelle" ou alors on me rembourse...
15 jours d'attente pour en arriver à ça... Quelle honte...
Si je voulais rester avec Capture one c'est précisément parce que je ne voulais pas fonctionner en mode abonnement. C'est pour cela que j'avais déjà quitter Adobe Lightroom à l'époque...
Heureusement il reste On1 Photo Raw 2020 et Luminar 4.
Bref, grosse grosse déception pour Capture one 20, tant pis, c'est leur choix de laisser tomber leur clients!
Bye bye Capture one.0 -
Je ne peux résister de vous faire part de la réponse finale du "support"
Denis Huk (Capture One)
Dec 18, 10:21 CET
Hello,
I've processed a full refund for your pre-order.
Denis,
Capture One Support.
Que l'on ne me parle plus jamais de cette société ni de leur logiciel.
J’espère que l'on sera nombreux à quitter Capture One qui se moquent vraiment de nous (leur clients).
Cap sur la concurrence!0 -
Whatever happened to the order process confusion it seems that there are certain combinations that were not easily accommodated by the order processing system.
So if one purchased, say, the V12 to V20 offer deal but did not already have V12 there would be a V11 to V12 upgrade purchase required before the V12 upgrade to V20 could be used.
After V20 became available the V11 to V12 upgrade option was no longer available since the V11 to 20 upgrade would make more sense than a 2 stage process.
This left people 'stranded' with pre-paid purchases that the order processing system could not use as originally intended. However the voucher value could be used for something else - part payment for a subscription - or refunded according to customer preferences.
So having bought, for what ever reason or misunderstanding, either the "wrong" product or only part of what was required to make the upgrade workable, customers are offered a full refund for an unused product or a way of using the purchase.
The refunded money could then be used to pay for a new order for an appropriate product - a V11 to V20 upgrade in my example.
That may sound rather confusing but, as a process for an automated order processing system that is intended to automatically deliver version related activation keys, it probably makes more sense than trying to "patch" the process somehow and skip the automation.
Yes it's a mess, and probably not as clearly explained as might have been possible in the case of the solution offered , but then I doubt anyone pre-planned for the way things would turn out so resolutions would have to be developed on the fly. Not always easy to do and communicate especially across a multi-language customer base.
Just my view of course.
I don't intend to suggest that I have covered all of the possibilities for prospective customer experiences in the comments above.
Grant0
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