Better account and website support desperately needed.
A bit long - but if you're an admin, please read. Please imagine me delivering this in a calm, even-toned voice.
I've been a C1Pro user since 3.7.1 I've just spent the last hour+ dealing with the website and the software, and now I'm in a seemingly inescapable hole. This started innocently enough. I started C1Pro (5.x, can't remember exactly which) and it told me I had an update available. It will be important for the plot to note that it said "Update" not "Paid Upgrade".
After figuring out that I needed to click the Version number in Preferences > Upgrade, I was taken to the site to log in. I logged in with what I thought was my user/pass, and I was told I was wrong. I clicked "forgot password" and was told that my email didn't exist in the system. I was absolutely certain I was using the right email, so I went to Setup and tried to create an account. After entering all my information, including the correct email, I was told that my email was already being used in the system. (error loop) This was a bit frustrating, but I vowed to persevere.
I began looking for how I could contact support, but all the support links on phaseone.com require you to log in to the system, the very issue at hand. I then found a page where I could contact offices, so I used a link to send an email to PhaseOne U.S. That lead me to an external messaging system at www.anp.se - which returned a website error when I clicked "Submit".
Not a problem. Googling did not reveal any structure for PhaseOne email addresses, so I took a scientific wild-ass guess, and sent an email asking for help at: help@ support@ info@ and techsupport@ phaseone.com All 4 emails bounced back to me.
I finally submitted and created a user account with a different email address. Problem solved. I opened my software, clicked the proper link, and downloaded the latest update. I installed and launched, and I was prompted to enter my serial, then asked to retrieve my profile information. Here is where it gets really weird.
I first used the profile info that I had just created a little while ago, but was told "that profile is not valid". I'm the experimental type, so I entered my original email/pass (second paragraph, this doc). It lit up and said that my license is not valid for this version, but I'm welcome to use the 30 day trial, or buy an upgrade.
Still, calm cool and collected, I thought "No problem, I can log in now and get tech support for this". Unfortunately I couldn't. When I go to Contact Support, the first screen requires me to select a model of a digital back. As a software user, I do not have one, so I selected a random back just so I could proceed. That did not help, since the next page requires a serial number (for the required digital back) and a reference number in order to contact anyone.
Right then and there is when I gave up. 😊
I'm writing this here, in the hope that an admin or tech support professional will read it and get in touch with me. The site would not let me contact you without a login, and with a login, I'm still unable to get any help. I don't have the financial means to re-buy Pro right now, so I will hope that I can return to the software and use the 6.x 30 day trial to get my projects done, in the meantime, perhaps someone will help get this resolved - and perhaps have another look at the UI flow of the website support system.
Best,
Bradley
I've been a C1Pro user since 3.7.1 I've just spent the last hour+ dealing with the website and the software, and now I'm in a seemingly inescapable hole. This started innocently enough. I started C1Pro (5.x, can't remember exactly which) and it told me I had an update available. It will be important for the plot to note that it said "Update" not "Paid Upgrade".
After figuring out that I needed to click the Version number in Preferences > Upgrade, I was taken to the site to log in. I logged in with what I thought was my user/pass, and I was told I was wrong. I clicked "forgot password" and was told that my email didn't exist in the system. I was absolutely certain I was using the right email, so I went to Setup and tried to create an account. After entering all my information, including the correct email, I was told that my email was already being used in the system. (error loop) This was a bit frustrating, but I vowed to persevere.
I began looking for how I could contact support, but all the support links on phaseone.com require you to log in to the system, the very issue at hand. I then found a page where I could contact offices, so I used a link to send an email to PhaseOne U.S. That lead me to an external messaging system at www.anp.se - which returned a website error when I clicked "Submit".
Not a problem. Googling did not reveal any structure for PhaseOne email addresses, so I took a scientific wild-ass guess, and sent an email asking for help at: help@ support@ info@ and techsupport@ phaseone.com All 4 emails bounced back to me.
I finally submitted and created a user account with a different email address. Problem solved. I opened my software, clicked the proper link, and downloaded the latest update. I installed and launched, and I was prompted to enter my serial, then asked to retrieve my profile information. Here is where it gets really weird.
I first used the profile info that I had just created a little while ago, but was told "that profile is not valid". I'm the experimental type, so I entered my original email/pass (second paragraph, this doc). It lit up and said that my license is not valid for this version, but I'm welcome to use the 30 day trial, or buy an upgrade.
Still, calm cool and collected, I thought "No problem, I can log in now and get tech support for this". Unfortunately I couldn't. When I go to Contact Support, the first screen requires me to select a model of a digital back. As a software user, I do not have one, so I selected a random back just so I could proceed. That did not help, since the next page requires a serial number (for the required digital back) and a reference number in order to contact anyone.
Right then and there is when I gave up. 😊
I'm writing this here, in the hope that an admin or tech support professional will read it and get in touch with me. The site would not let me contact you without a login, and with a login, I'm still unable to get any help. I don't have the financial means to re-buy Pro right now, so I will hope that I can return to the software and use the 6.x 30 day trial to get my projects done, in the meantime, perhaps someone will help get this resolved - and perhaps have another look at the UI flow of the website support system.
Best,
Bradley
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Hi Bradley
Though I'm not an admin here, I feel sorry for you!
as far as I remember, using http://www.phaseone.com/en/SupportMain/ ... pport.aspx bypass the "Phase One Digital Back *" - leave blank despite the "*" and you'll be able to submit your request…
Bonne chance !0 -
Hi Bradley.
Yep, the Phase way of things with all this logging in and needless info entries to contact support down to the muliple pages you need to click through to get to the page/info/forum you need is very frustrating but I've never had problems finally finding the right info or getting contact from support so it's just down to understanding the system.
Regarding your suport problem, just enter in any old rubbish when it requests serial numbers etc as this won't effect getting support from Phase. Can help with the log in problems though sorry.0 -
Hi Bradley,
My apologies for your bad experience... Nicolas is right, no serial number of reference number is required. Also if you select a DSLR from the camera list no back is required. We include these fields because its often information we need to know to diagnose a problem, but people ofter forget to mention it in their general description.
If you need to go back to Capture One 5.2.1 you can download it here: http://www.phaseone.com/en/Downloads/So ... veMac.aspx
If you do decide that you want to upgrade to 6 its $99 / €69 in our e-shop: http://www.phaseone.com/en/Online-Store ... grade.aspx0
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