Capture One support is pathetic
I made an urgent request on October 28 and did not receive and answer until November 23. I was completely unable to use Capture One when I made the request and only through a user suggestion on this forum did I resolve my issue. This tells me their support is completely non-existant and I will not even bother in the future. Sad.... I really love this program but the support is pathetic.
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Permanently deleted userAnd the point of whining about it to other users is what, exactly? It won't make the support any better, that's for sure.
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Telling in this forum our experiences with the Technical Service will not improve the support, but it will inform other users of what they can expect and that is in my opinion the function of this forum, that some users inform other users.
The support is one more module of a program and if it fails everything falls apart, why spend money on a program if when it stops running you issue a request and after several months of waiting you receive a response that tells you that they have not had time to look at your problem and ask if the problem continues in order to remove it from the list?
I love this show too, but the support is pathetic
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Permanently deleted user
but it will inform other users of what they can expect
No, it will not. Although the idea of getting a feel for a forum before posting appears to be a lost art, a few minutes spent simply browsing this forum will do that, without any need for more whining on the subject.
The phrase "flogging a dead horse" is eminently appropriate here:
Flogging a dead horse (also beating a dead horse) is an Anglophone idiom that means that a particular effort is futile, a waste of time without a positive outcome, e.g. such as flogging a dead horse, which will not compel him to useful work.
https://en.wikipedia.org/wiki/Flogging_a_dead_horse
Besides - it would be a foolish person that tried to accurately gauge the quality of Capture One's support by looking at complaints on the forum.
It is axiomatic that people only comment when they're unhappy about something, and we have no idea how many satisfied customers Capture One support has: it could - for all we know - be fifty happy customers for every one that complains on here.
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Yes, it is useful to inform other users of what to expect when submitting service requests that will fall into a bottomless pit.
We agree that the Technical Service horse is dead and precisely my warning to other users is so that they know that they will gain nothing by whipping it with more requests.
When I read a post in which I have something to contribute, I respond with the best of my intentions, why don't you want these posts about ST to be answered? After-sales support is an integral part of the product.
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I feel for the flogged dead horse & all who have to sail to her (mixed metaphor warning).
BTW there's a conspicuous absence of an email address for a 'complaints department' 8-)
Question: Does the community have a working *email address* for actual C1 up there in Denmark?
Everything I've found ends up with the dead horse 'support'.0 -
Couple things to point out here: When you go to the support tab on the Capture One website one of the links is this forum. Therefore posting experiences good or bad seems legit and most companies actually have support staff monitoring and responding on their own forums without getting overly defensive of criticism. Second, I've noticed an effort in recent years to make Capture One more applealing to the masses. Perhaps adding some timely support staff could be part of that effort and help to grow the user base.
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Yes... ish. I'd counter that the 'support' functionality can't cope already let alone with any more 'masses' joining in! Their response template is a case in point, it pretty much defensively argues a possible/probable late reply. I've spent a month trying to achieve a simple database (email address) change. Still not any where near:-/
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Oh well... at least I know what to expect into the future and that I'm basically on my own or at the mercy of users of this forum. Sorry to bring up such an obviously sensitive subject ;).
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