ncriker

I purchased the early bird version of Luminar AI and since it was released I have been unable to download it. I have reached out to Skylum for many days and they DO NOT PROVIDE ANY REPLY OR OFFER TO HELP. I HAVE REQUESTED MY MONEY BACK AND THEY ALSO HAVE NOT REPLIED TO THAT. This has to be the worst customer support I have ever experienced. I suggest you stay away form this company!!!!

Jagnut07 Loc: South Carolina

I just did mine today on my MacBook. It was an odd install but I did get it up and running. Tha download was just a small file. After double clicking on that nothing really happened. I looked in the folder and there was another install file there. Double clicking on that seemed too complete things.

SnappyHappy Loc: Chapin, SC “The Capitol of Lake Murray”

I reached the same conclusion shortly after the release of Luminar 4. Hope you’ll eventually get a working copy...I stopped calling skylum months ago. Good luck.

repleo Loc: Boston

Me too. I purchased AI back in Sept.
When I try to log into my account to download, it tells me I have the wrong password which is possible. I click on the 'can't remember password'. It say it is sending me a link to reset my password, but I get no e-mail. When I try to create a new account it tells me my e-mail address is already connected to an account. The chat function is just robo and sends me around in circles. No response from several e-mails to Support. Also tried e-mailing to addresses for the CEO and a previous Help address. No response. I felt safe pre-ordering AI because I had previous good experience with a refund for Skylum 4. Very disappointed with this setup.

ImageCreator Loc: Northern California

I had the exact same problem. It took nearly an hour of trying to reset my password to get it to work. Tomorrow I'm asking for a refund I will never recieve.

dpullum Loc: Tampa Florida

My download was not a problem, and I did reset my password** however, signing on screen is a significant problem at least on my computer. The eMail address used for the purchase and password was needed, OK. there was a neat ontop screen for entering the info, but as soon as I move my cursor to the ontop screen it expanded and became inactive, OH MY !!

OK, got creative... went to my Word and entered both. I used ^C and quickly ^V to paste the eMail address the then the password before the ontop screen funked to big and inactive. The trick was to hold down ^ [control] with the little finger and index finger on the V to give a quick paste. A few tries and got it to work.

**Password... they asked for eMail used during the purchase and also the password. Do they want my eMail password? NO. One word was missing, Skylum before the word Password; that would have clarified it for me.

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Worked with Ai last night, was I impressed? NO! Why, well I get the feeling that this is a whole new world and I was stumbling around and so I was not impressed with my ability and the program is probably a great advance.
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Many long years ago in a floppy disk world, I was working with a new database program. By way of training, I purchased an audio training tape with a he and her trainers. Verbal is clearer than video sleight-of-hand now used for training. A simple example, "Go to the upper right of the screen, you will see a dash, a box, and an X these control the screen size and position. Try them."

If I had a verbal trainer for the Ai program, then it would tell me what to do and how to find menus etc. Watching a video is like watching the pea-nutshell game on the streets of NYC... you can not keep up with the pea nor the small view of sliders and menus on the screen which is mostly of the photo being modified. The training videos are quick, because the trainer knows the program and has been using it from the early Beta stage

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Aditional complaint for all training; I have watched many Topaz training sessions... the complaint is they do not have us look at the photo and listen to their analysis and what they plan to do. No, they just wander around and make and reverse changes which are often subtle changes.

Analysis is important, when active in the camera club I would put the photo on my cabinet above the coffee brewer and see it cold. I would then circle things to change, thus I had a road map of improvement for my photo .... make changes... print, and put the new improved photo on the cabinet door. Stepwise I cleaned and mod the photo, a lot of work, but it trained me in my beginning live of editing. Visual analysis is key to an improved photo.

miked46 Loc: Winter Springs, Florida

I have mine up and running, though I not sure how much better it is than #4

uws Loc: nyc

I've been a Luminar user for years. I installed Luminar AI yesterday. The install went well. On the first step of the first edit the system crashed. I tried again and it crashed again. And you're right about Customer support. It is lousy and always has been. On my earlier interactions with them it took days for a first response and each step of the fix they offered required at least a 24 hour turn around. It's upsetting because I really like the product.

goldstar46 Loc: Tampa, Fl

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ncriker....

REF: Skylum Luminar AI ...

You are Right about... "Skylum brand software Luminiar AI

The Windows version of this software is 'buggy' and their Tech. Support "SUCKS.."

I also did a preorder of this software back on Sept 9 and just got the download back on Dec 8... The "Official Launch Date" was 12-15.

1) It will NOT Install on my DELL Laptop and
2) It is very 'Buggy' on my Windows desktop...'

The company is actually in 'Cypress, EU' with USA Office in N.Y... They have NO "Published" USA Corporate Phone No, They have NO "Published" Sales Phone Number, They have NO "Published" phone number of Tech Support, and they have NO Chat Service for Tech Support.... This company does 'EVERYTHING' by email, and kind of like they don't want to be found... ???

If you read the user license agreement when the software is installed it tells you your license is with a company in Syria, not the USA.

In the last 8 days, I have had 4 emails with Tech Support, it takes them about 44 hours to respond back, and the last took 3 days or 74 hours... Their only helpful 'suggesting' has been to 1) Uninstall and then reinstall the software (I did)... and 2) Do an 'Update' on my Windows 10 Pro (I Refused). In addition to me.. I have monitored other sites... and there are many, many complaints about the Windows Ver.

As of yesterday A.M., I have filed a complaint with the "TrustPilot" website and submitted a formal request to the firm for a "Full Refund"...

If you 'Buy' or 'Download' the Trail Ver... Be Careful !!!!

PS: Above relates to Windows OS... I have no Info about Apple OS.


Cheers
GeoVz
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Toment Loc: FL, IL

Sorry to hear of your plight. I’ve used Skylum/MacPhun since inception. Never ever had a problem with service from them.
AI is fine, I like Luminar 4 also.

Ron 717 Loc: Pennsylvania

So far I agree with you, not seeing much difference. Hopefully I’ll find some improvements when I get a chance to use it more. But for now I’ll probably regret purchasing Luminar AI and continue using LR/PS along with my Topaz AI plugins.

goldstar46 Loc: Tampa, Fl

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TORMENT

I have had a career in law enforcement for over 30 plus years and I have done some background investigation into this company.

According to Legal records, yes in the USA they started out as MacPhum (doing Mac only) , in 2013 in Carson City Nevada. They did have corporate officers in Bellevue, Washington but, that was deactivated in 2019. Because of legal reasons they have registered corporate filings in the state of California and, as of 2019, that is when they established their so-called office in the City of New York. This was around and about the time of the origin of luminar AI.

When looking at the public records for the filing in New York, all of the names for principle individuals were very unique spellings, similar to what you would find for proper names for those who are foreign Nationals of another country...

I have done extensive research on the internet and through other sources and, although this company has been in business since 2013 in the USA, they have no public corporate phone number, they have no public phone number for their sales department, they have no public phone number for a showroom or sales department, and they have no phone number for technical support. Some people say they have a "Chat" tech feature on their website but, this is wrong. The chat box is nothing but a Robbo System" which ends up in an email.

When you send an email through the chat box or to their technical support, Only the Good Lord knows where the email goes to.

Yes, I could do a " whois" search on the company name but, I have not got around to that and it's not that important.

In my dealings, I have had four emails for the company. Each and every time it took a minimum of 44 hours to respond back to me. oh, and the last time it took over 73 hours for them to respond back to me for technical support. In their last email the only help they could offer me was to, either it reinstall the software or upgrade my operating system.

I came to the final conclusion that this is a ghost of a company and they do not want to be found. I came to the hard, fast conclusion that this is a company, or lack of a company, of which I do not want to deal with.

Yes, I have formally requested a full refund for the product vu emai and I am waiting to see the results. It has been 24 hours now.

Cheer
GeoVz.. aka: GoldStar46

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jaymatt Loc: Alexandria, Indiana

Mine downloaded onto my iMac seamlessly, no problems whatsoever. I followed the directions carefully, and presto!

goldstar46 Loc: Tampa, Fl

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Jay

The problem appears to be primarily with Windows.

I have not seen much issues with the Mac version

Cheers
GeoVz
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Jimmy T Loc: Virginia

Your attempts to cheer me up are not working, sigh. . .
So, please have a Merry Christmas and a Healthy, Happy New Year.
Smile,
JimmyT Sends