jgrosesr

Just wondering if anyone but me has had a problem contacting Support for ON1 Photo RAW 2023.5. I cannot find any way to phone this outfit to answer my questions? I have tried contacting them using their email system, with no good luck either.

Bill_de Loc: US

Did you try Google? It is usually the best way to get information. Sometimes even better than UHH. Sometimes not.

Try

https://www.pissedconsumer.com/company/on1/customer-service.html

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jgrosesr

Yes I tried it, but still no luck, you might try it also.

tomdru Loc: Wisconsin

Chat on their website?

Peteso Loc: Blacks Hills

I have never been able to find a phone number, but I have received email responses to several of my online inquiries, albeit with slow response times. The problem is that for some problems, you need to have a conversation, not email ping-pong. I have even suggested to them that they develop a separate paid support plan, but they seem to be dug in on their limited or non-existent support services. It’s too bad because they otherwise seem like a good company. Maybe some of them will read this dialogue.

Peteso Loc: Blacks Hills

Oh, one question to put this in perspective. Does anyone know of a post processing software company that provides good customer support, including support by phone? I abandoned Adobe several years ago because they didn’t, and I didn’t like their software or the company in several other respects. In all fairness to ON1, they are trying to do a lot within relatively small time frames. All other things being equal, the more robust a program is, the more likely there will be problems cropping up. Metaphorically, automotive manufacturers that produce high-performance cars have a higher incidence of repairs and maintenance, because performance comes at a price. That’s true for software, as well.

Vanderpix Loc: New Jersey

About 4 years ago I had a problem with that edition of On1 camera Raw( it would not load) and it too them a 5 days to get back to me. It was over the Thanksgiving weekend but still. The solution they offered was convoluted at best so I got my money back. However a few months later when I got anew hard drive and rebooted Windows 10 I tried a trial version and all was good. I like On1 Raw but I don't think it plays well with windows and the tech support leaves something to be desired. I get the impression they are rather small company

Housty Loc: Ontario

Is there an advantage to using ON1 over Photoshop? Also I have noticed Scott Kelby seems to be into it big time over Photoshop, has he given up on Photoshop?

Vanderpix Loc: New Jersey

The biggest advantage to some is that one does not need to subscribe but can buy it stand alone. They do offer subscriptions but as of now they are not required. The other advantage to some is there is not a "Catalogue" as pictures accessed directly form the folders you download your pictures into. To me it is a rather intuitive easy software to use. Combined with the raster editor, Affinity, one can accomplish pretty much the same results achieved in Adobe products without a monthly cost, which is good for many hobbyists and seniors, like myself, on a fixed income. While it's printing module is nowhere near as accomplished as Lightroom's it post processing is easy and quick after a short learning curve. It also relies on presets, and it is easy to add your own.

jamesl Loc: Pennsylvania

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I have never tried calling them but I have contacted ON1 Support several times, when I had a problem, by email. They always got back to me and helped me get everything working properly. I've always been jhappy with the ON1 Support people.

imaloff

This is how I contact them.https://on1help.zendesk.com/hc/en-us/requests/new?ticket_form_id=213758
Usually helped with in a day.

Physlab Loc: Portland, OR

I assume you have tried their Community discussion area. Someone might be of help.

https://on1help.zendesk.com/hc/en-us/community/topics

I am a user of On1 Photo RAW and would like to help if at all possible.

Lowell

Ednsb Loc: Santa Barbara

I have had no issues with their support. Yes they don’t have a public phone number but the email address above is answered within a working day.

You can also ask for help in the Facebook group as well as the community.

As far as it running poorly on pc the biggest issue has been graphic cards not being updated. They did and the people that upgraded had less issues.

I teach Photoshop and Lightroom Classic but On1 is my primary application as both my Data Asset Management and editor. I push out to Photoshop (mainly beta) for some features and use plugins to get to Topaz Studio and Topaz Studio 2 as well as affinity. No one app does everything nor everything good.

DWU2 Loc: Phoenix Arizona area

Adobe.

Peteso Loc: Blacks Hills

With all due respect, I am a fan of ON1 overall, but I disagree with your characterizations. The issue with the NVIDIA cards was profound and protracted. It was so bad, ON1 was almost entirely dysfunctional as a result of that issue…for months! Your reference to “answered within a working day…” is entirely untrue. Maybe “you have had no issues with ON1’s support,” but what’s your point? Obviously, many of us have had issues…on, and on, and on (no pun intended). Notwithstanding your dismissiveness, isn’t that the point?! Even when ON1 answered, their responses were often completely unhelpful and in some cases, I think blatantly false. I’m not suggesting that what you said is untrue, but I am saying that while your experiences may be different, the video card conflict was more profound than you are suggesting, and ON1 never owned up to it. Perhaps most importantly, ON1 was ill-equipped to respond to the numerous complaints and requests for help. When I finally figured out the workaround, the solution wasn’t even provided by ON1. The solution was provided by one of the ON1 ambassadors. My final comment is this… Some issues can be dealt with online, in an inexpensive way. However, not all problems are created equal. Others require a more personal and interactive approach. I know everyone wants free support, which is why I suggested paid subscription support. I understand that this is a complex software. I’m not trying to get something for nothing. I just don’t want to get a run around for months, and sometimes longer, because the software publisher is simply trying to save money. This is not my first rodeo, and this is certainly not the first problem of this nature and magnitude. But get your head out of the sand and call a spade a shovel.