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Author Topic: Customer No Service at Phase One on Capture One  (Read 3470 times)


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Customer No Service at Phase One on Capture One
« on: July 01, 2011, 04:31:14 pm »

Downloaded and upgraded to ver 6X on Monday, worked great processed 266 images perfectly on my MAC then lock up, "no output". Failing to complete the job for the customer I contacted tech support, it was even late after their hours but they did respond that night, probably a fluke, from home.

Then the circle of stupid started.... is it the free trial version? over and over.... why not load the trial version (because I paid for it and have a SN#) has it ever worked right (Yes 266 images since today then it stopped, as reported in your tech support threat) Those questions came up several times again. Yikes.

Have you ever used Capture one before? (Yes paid customer since Ver 4) That came up again.

Then the insult of me as a customer from one tech to another asking if the other would call me today and take over since I have never read the manual or used the software before. Then they went home for the 4th of July Weekend without calling as per the appointment to move from support thread to phone call and screen sharing.

Beevis & Butthead. I tell you.

Is this generally the way customer service operates? Have others had Ver 6 stop outputting? You can make changes to files, do corrections, it is all remembered but will not output at all.

Any suggestions? I have followed their directions about uninstall procedures to the T and then got the questions when it did not work about.. is this the trial version, have you ever used it before. Yikes again and again.

Any one have the name and phone number for the US General Manager at Phase One? He or She needs to share a bit of "Love" with Beevis and Butthead"


Doug Peterson

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Re: Customer No Service at Phase One on Capture One
« Reply #1 on: July 01, 2011, 05:09:49 pm »

What's your support case number?

I've found in general that Phase One provides the best support and service of any of the companies we deal with. But it's best to keep in mind that their support system is set up with a priority to supporting their dealers who are supposed to provide the majority of support to the end-user. So if you buy through a dealer you then have them for support. We (Capture Integration) screen share with customers regularly to resolve issues like this quickly.

Doug Peterson (e-mail Me)

Head of Technical Services, Capture Integration
Phase One Partner of the Year
Leaf, Leica, Cambo, Arca Swiss, Canon, Apple, Profoto, Broncolor, Eizo & More

National: 877.217.9870  |  Cell: 740.707.2183
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