Archboo3 Loc: Central Florida

I pre Ordered On1 Raw. Looking at all the video's I thought that It would be a great program to use. When they released it. I tried to load it on my iMac. got it downloaded but could not get it to work.
I contacted On1 through there No Service email service center. ( Did I mention that I HATE DOING BUSINESS WITH COMPANIES TO DO NOT HAVE PHONE CUSTOMER SERVIE). The release date was I think Dec 17th. It is now Jan 26th I still have not got anyone from ON1Raw to help me get my program up and running, All they do is send me email, saying follow these step and delete these files and everything will work fine. Bull Shit, I have done them all. I have even contact Apple care and they have tried to get it open using the ON1 Directs form their emails. Apple Care couldn't even get it to work. So what can't ON1 just give me a call ( I have sent them my Phone # every time I have placed a request).

Am I they only one out there that is have a issue with the company? O am sure that a phone call from one of their Tech's doing a screen share could have solved this issue a month ago.
I am very disappoint, I have had great luck with the On1 10 program, and was really looking forward to Raw.

any suggestions?

DickW Loc: Roxboro, NC

I've been working with on1 products for several years and had excellent customer service. That said, the Photo Raw initial release had lots of bugs and the response from customer service has been slower than normal. There have been two releases since the initial and each release fixes flaws and adds capabilities. I've also had success contacting some of their photographer consultants and partners for guidance (Nicole Young, Hudson Henry, etc.). My suggestion would be to first remove your initial download from your computer then go to the on1 website, sign in and download the latest version of Photo Raw. See if that solves your issues. And if not, start bugging them via daily emails with complaints or contact some of the individuals associated with the company until they solve your issues. As I said, I have had really good luck with their products and their customer service. I'm sorry you haven't and hope this helps.
Good luck,
dick

PS: They also have Facebook and Twitter pages that might offer you another avenue for contact.

rjaywallace Loc: Wisconsin

Archboo3 - I agree regarding companies that lack accessible phone support and provide bad service in general. One option in this case might be to write a letter to On1 and send it Certified USPS with Return Receipt requested. You will be able to track your letter and confirm it was delivered, when it was delivered and who signed for it. Then if On1 does not respond AND HELP you should then demand a full refund. Try (and I know this is very hard) to keep your letter FACTUAL avoiding sarcasm and angry criticism. Those things won't help, but if you stay calm and 'on point' you should get satisfaction.

Archboo3 Loc: Central Florida

I have don't that with emails, and I have saved them. I have got responses, and I have saved them. Every response either acknowledged my request and advised that someone would follow up with me, and they did follow up with an email. In all but one they gave me the same direction go to this directory, open this file and delete these 2 folders. I did all of this. I even got Apple Care on the phone, they when on my computer and did everything that the email said do, and they couldn't even get it to work. finally someone else sent me a link that was suppose to have fixed the issue. I downloaded it, it still wouldn't open. Finally I sent them an email saying that I would like someone to call me and help me with this issue, if they weren't able to do that them I would have to consider requesting a refund. They cancelled my purchase of Raw and my annual membership into they On1 Raw program similar to Kelbyone except for On1 and missing the Kelbyone quality service.
supposable they are going to credit my account.
The issue is I want the program, I have had good luck with ON1 10 ( but I never needed help downloading are opening it up) and It looks awesome and it looks like it will do something a lot better and easier than in LR or PS. Which would make life a lot easier when you need a fast turn around time.

I really just want help getting it loaded, and up and running, Why can they just take a few minutes and call me are give me a # to call.

Right now this is just another example of customer NO Service, we want your money, but don't really care about our customers.

As the owner of a photography company for the last 27 years, I tell everyone that works for me that each job we do is an in view for the next job. There is someone at that event that will be responsible for bringing us back next season, or the is on the board of an organization that needs a photographer for an upcoming event.

Why don't other companies view customers the same way.

Gene51 Loc: Yonkers, NY, now in LSD (LowerSlowerDelaware)

All I can say is be patient. I've been using On One since it was still called On One, version 7 I believe. Generally they release their software every 12 months. Until On1 Raw, they only had one main product line - as a standalone and plugin. Now they are in the uncomfortable position of having released a substantial re-write of their previous product, and with the added functionality of what I think is a pretty good and substantial raw converter, with far greater functionality that Adobe Camera Raw. The bad news is that it is very buggy, because they tried to adhere to their annual release date schedule and was only able to get an advanced beta in that timeframe, and I suppose the support calls inundated their people. Then they had the "final" release, which felt more like an advanced beta, and have since updated it and even issued a new version since. It is still buggy, but better and a bit faster than the original release that was made available towards the end of December.

The problem could be with you Mac configuration - insufficient resources - cpu cores, ram, vram etc. What are you running with?

For the record, On1 Support is pretty good, and their customer service is the best in the business. I have gotten full refunds in the past without surrendering my license, just because I was able to stump them with a problem - and always at their insistence. No need to get all up in their face about stuff - save it for companies that really deserve it. On other occasions I've sent them image files to their dropbox, and even had remote control sessions with their techs to resolve issues. I am a bit of a power user, and knowing the right words to get a problem escalated to the correct level on contact is helpful.

I may be able to help - so tell me what you are running for openers.

Archboo3 Loc: Central Florida

Thank you for your response. I to was a happy on1 10 user. I to was really looking forward to Raw. Watching all the video's about it, all the pre hipe about it.I wanted it, I pre ordered it and I was really looking forward to receiving it. I received an early version, I believe a beta release ( I could get that version to work either - was told to just hold on the real version would be out in a couple weeks) I finial got the real version and it did work either ON MY I Mac. It did work on my MacBook. My iMac has 16 Ram and I terabyte hard internal Drive, it is connected to 3 external drives totaling 8TB. with the latest update to their Operating system I believe it is 10.2. My personal image files are in either Raw are JPG.

Now if I had received an email are a phone call like your email, asking me to give them a little time, that they had run into some unexpected issues and where overloaded. I would have been fine. but all I get is the same email over and over telling me to do the same thing. I have removed the program and reloaded it several times. Each time going back to doing the things that their email told me to do. I call Apple Care. We did a screen share, the spent a lot of time trying to do everything that the email say do to no avail.

the emails I received sounded as if they never read my email cause they came sending the same emails with the same solution back. I kept tell them I had done all that, That I just need to do a screen share with someone, I am not a computer guy, but i have used one long enough to understand most of what the are talking about when I am on the phone with them. I also have enough experience to know when I most likely screwed something up and know from past experience that when I do a screen share that most to the time the issue is fixed in very short order.

I still would like to have the program, but I believe they have written me off and I will not be able to download any new version they might have come out with.

Arch

DickW Loc: Roxboro, NC

Arch,
I submitted a request for help from on1 on your behalf. Today, I got the following response. If this doesn't solve the problem, then PM your email and I'll send you a copy of the email so you can respond to it directly. Good luck.
dick


Hello Dick,

I apologize for the frustration. Please tell this customer to contact our technical support team for further troubleshooting. If he's
having trouble launching the Photo RAW, I recommend following the steps below as a first step to troubleshooting the problem.

Please navigate to the folder below and delete the specified folders from your machine:
C:\Users\<User Name>\AppData\Roaming\ON1\ON1 Photo RAW 2017
Mac HD:\Users\<User Name>\Library\Application Support\ON1\ON1 Photo RAW 2017

Folders to delete:

ExploreService
NDService
ON1 Photo RAW 2017 Cache
PerfectBrowseCache

Once you have deleted these folders from your machine please launch the application. If you are still having trouble, please reply to this email.

James
QA & Technical Support Manager

www.on1.com/support

Archboo3 Loc: Central Florida

Thank you for trying to help. The directions that you just forwarded to me I have already received and have done, Over and Over again. These are also the same direction that Apple care used to try and help me.

Now the issue is that after trying for a month, I sent them an email and told them if they could not help me I was going to have to request they canceled my account and refunded my money.
Instead of someone trying to follow up with me about my issue they canceled my account and to this date I don't see that I have even received a refund.
I sent them a follow up, say no that is not what I wanted to happen I wanted help and if you couldn't provide it, THEN I would be cancelling my account. They didn't seem to care enough to contact me and try to retain my business, they just cancelled it. Again that is not what I wanted, I WANT THE PROGRAM IT SOUNDS GREAT, I LIKE MY ON1 10 IT WORKED GREAT.

So, that is where we stand, know one has tried to contact me to retain my business. I want the program. What do I do next.

Gene51 Loc: Yonkers, NY, now in LSD (LowerSlowerDelaware)

I continue to use On1 10 until they work out the issues. It took just a couple of emails, they refunded the money I paid for the upgrade but did not cancel my account. I did not have to issue any threats, somehow prove I had some kind of leverage, and I am still in their good graces. I've been using their software for 5 yrs and each time they upgrade, ever 12 months, there are some rough edges that quickly get resolved.

Not sure that it is creating an issue, but the version of MacOS you are using could be causing an issue, along with your configuration - cpu, ram, video ram, free space on the hard drive, etc.

DickW Loc: Roxboro, NC

If it were me, I would get my refund and walk away. I'm sorry you have had such a frustrating experience. Mine has been just the opposite. The program is terrific and improving with each new release. I believe it's going to give me a viable and easy to use alternative to Adobe (yea). Let me know if you want the email I got from on1 so you can reply via that route. So you know, at the same time I sent my request for help on your behalf via the on1 website, I also posted the same on the on1 Facebook and Twitter pages. Don't know if you will hear anything via these channels, but just in case you do this is why.
dick

Archboo3 Loc: Central Florida

That is what I was hoping for. I guess it was just my turn in the barrel as they.

JDVDUBAI Loc: Dubai

I am a few years late in this discussion but couldn't resist throwing my 2 bits' worth.

I can understand your frustration and if a set of instructions forwarded by email doesn't work when you're trying to manage the issue late at night behind your desk, the agony is building up exponentially. Trust me, I've been there.

But to achieve the desired result, one should also try to imagine the folks at the helpdesk. All these emails are stored and indexed so that if one attendant receives your complaint nr 12, and he sees increasing agony but yet same message, there is a human tendency to stand with your co-helpdesk collegeuas and human nature simply increases the change they will only copy-paste the previous message (which in turn will lead to increased levels of frustration but perhaps on both sides).

Now I am not saying this is how it should be, nor that this is to expect from professional helpdesk operators. But like us, they are all human too.

years back I was in a very identical situation with another software helpdesk. While I was starting to yell at my screen (why it doesn't have ears) my 14-year-old daughter walked in. She looked, then gave me her mam's look and said something that's summarized into: "wow that's gonna help you, dad, why not try the opposite way. Instead of typing angry words, why not type something like: sorry to bother you again with this issue but somehow I seem to be unable to get your set of instructions to work, must be my misunderstanding but do me a favor and could you please really have a good look if these instructions are correct etc etc

I initially reacted kind of like insulted. Replied like: : as if that's going do any good"
she: "well your method proved 10 times in a row that it doesn't work so perhaps time to rethink?"

Plus she said: "it's worth the try and if this doesn't work either well then sent a letter by registered mail directly to CEO and tell him to go you're willing to act as his mystery shopper and demand refund plus mystery shopper salary"

Needless to say, her method worked.

I know, it all sounds belligerent and not meant that way, but meant to add an alternative (applicable in many situations) that might turn a bad day into a good day.

My apologies in advance if I have insulted anyone as that's definitely not my intent.

ps and to the folks at ON1: "from me nothing else but thumbs up, i signed on 2 years ago and am extremely happy with the product, the service, and the tech support (I must mention I signed up for ON1 plus as well which is big difference)