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Author Topic: much trouble posting support case for leaf/phase one  (Read 926 times)

Neil Folberg

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much trouble posting support case for leaf/phase one
« on: June 17, 2011, 08:51:44 am »

Hello,

If anyone from leaf =phase one is looking, I have been unable to file a request for support for Aptus 12 all day with an attached leaf mos file.  Even when the image loads, I get an error message (see attached screen snapshot).

I am tired of trying, but I need support.  Have others experienced difficulties with the site?

Neil
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Doug Peterson

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Re: much trouble posting support case for leaf/phase one
« Reply #1 on: June 17, 2011, 09:42:35 am »

1. Your first line of support should be your dealer. They are your local contact and should be able to resolve most issues directly. In the case you do need some specific help from Phase/Leaf (e.g. a repair) the dealer is responsible for arranging this. Your dealer can provide support locally, in your preferred language, and with personal knowledge of who you are, what your skill set is camera/technique/software/workflow wise, and can do so in your local time zone (often providing cell phones for contact outside of typical working hours). While I think Phase/Leaf do a darn good job of support they are set up to provide support to the dealers who are responsible for supporting their customers.

2. You will not have much luck attaching a file of that size to the case directly. Instead you can upload it using an FTP program to ftp.phaseone.com (subfolder support/upload) and just let them know in the case what the name of the file is. (link). It looks like you're using mac so I'd suggest CyberDuck.

If FTP is foreign to you (very basic for advanced computer users/nerds but very confounding for many novice/basic computer users) then you have one more reason to seek support from a local dealer first - we have customers drop off files on DVDs all the time to look at - as needed we (the dealer) can upload them to the Phase One FTP.

Doug Peterson (e-mail Me)
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« Last Edit: June 17, 2011, 09:47:27 am by dougpetersonci »
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Neil Folberg

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Re: much trouble posting support case for leaf/phase one
« Reply #2 on: June 17, 2011, 09:49:13 am »

Thanks Doug,

Yair responded directly and quickly and routed me to a Leaf FTP site. If I go to the dealer, they'll just do what I'm already doing: send it to Leaf; but I appreciate your reply.

Neil
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yaya

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Re: much trouble posting support case for leaf/phase one
« Reply #3 on: June 17, 2011, 09:56:45 am »

Neil just make sure you include the link to the file in the support case, we will have the dealer informed and involved in case a service/ repair is required

Thanks, yair
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Yair Shahar | Product Manager | Phase One - Cultural Heritage
e: ysh@phaseone.com |
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