alexskoz Loc: Scottsdale, Arizona

I really don't know where to begin! I have emailed back & forth to Skylum 18 times over the last week! TERRIBLE Company!
I purchased Luminar Ai license for two computers! I have a MackBook Pro & a iMac Pro! I have downloaded simultaneously
to both computers! Works fine on the iMac! BUT the Mack Book pro, it does not work like it does on the iMac.
I cannot have an edited photo in Lightroom sent to Ai to edit! It shows the plugin in Photoshop & LR are selected.
When I go to Preferences in LR Luminar Ai is not there! Both computers are exactly alike. Every attempt to follow 18 different solutions they send me from 18 different support people do not work. I finally had to remove the program because it started crashing! Oh by the way, this has happened on two other programs I tried to get working on my MacBook Pro. I have no problem with any software I install from other companies. Hate to say it, Skylum Support is TERRIBLE! I have asked numerous times to send the problem to their engineers or to take control of my screen. Their answer, We can't do that! BEWARE OF SKYLUM SOFTWARE! Thanks for listening! A pissed off Skylum Customer!
Alex

bsprague Loc: Lacey, WA, USA

You make me feel much better about my Adobe addiction!

Jim Bianco

I would never get luminar, you can not get in touch with them. Bad company, if you have problems your on your own, GOOD LUCK!!!!!

Douglas Tharp Loc: Texas

I had some luck with them doing a remote session. It took a bit of doing to get it done. Told them to escalate to tier3 or engineering. I just kept asking for about 2 weeks. Just keep asking for what you want, the case stays open and effects the SLA. The long a case stays open the more attention it gets.

sodapop Loc: Bel Air, MD

I have Topaz AI sharpen. Works flawlessly and does a great job

Ron 717 Loc: Pennsylvania

I watched and read all of the Hype that Luminar AI posted prior to its release and pre-ordered it when I was able. After a couple of months when it was available I downloaded it to my IMac. After trying it out for a week or so, I really couldn’t find much improvement over Luminar 4. I ended up asking for a refund and they did refund my money. I have removed it from my computer but still kept Luminar 4 for the sky replacement feature, but now understand that Adobe Photoshop has included a sky replacement feature, I don’t see where I will be using Luminar 4 much at all.
I rack this experience up as “Lesson learned”.
My go to’s are LR, PS and plugins Topaz Denoise AI and Topaz Sharpen AI.

Bogin Bob Loc: Tampa Bay, Florida

Ditto ... tried AI, requested and got a refund, Lum 4 is better than AI ... I use it as plug-in to Lr, and use features of Looks, Erase, Sky Replace and sometimes B&W conversion (just like how it handles). Then found PS content aware fill, sky replace (much better than Lum4 since you can see skies before selection) and support is always there ... they have AI embedded (search Lightroom AI features) and I found with AI ... I get a promo every other day for buying this or that to "get the most from Luminar" ... it's making me a Adobe follower fir sure.

uws Loc: nyc

I feel your pain. In my case using the erase tool crashed the program. After many emails they finally solved the problem but it took three weeks. I also had problems when I installed Luminar 4. They resolved those issues as well but it took weeks and too many emails. They should be able to do much better. They just choose not to.

SonyBug

The OP got 18 emails from them, so it would seem you can get ahold of them. And I have it and have never had a problem. So, I recommend them.

goldstar46 Loc: Tampa, Fl

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Alex. -- Similar Situation for Me..

I have been a photographer since I was a kid. I have been a digital user for the last 10 years and a Lightroom user since version 2. I had a lot of hopes that the Luminar AI software would have given me a tremendous boost to my processing.. Because of that, last July I ordered the presale Luminar AI and receive my download around December 9th

I'm a Windows 10 user, a full-blown computer geek, I have a gaming style, very high speed computer running Intel Core i7 - 8700 with all the bells and whistles and right off the bat, I identified a number of problems with the software. Because of that, I began my journey and Communications with their Support Division and it took me about 10 days to realize, support from the company of Skylum Software is in no way similar to normal support that you get from the major software of Corporations such as Adobe or Microsoft.

I can attest to the above because, I am a Microsoft Volume License holder, and I have been an extensive user of Adobe and their products since version 2 of Lightroom

Because of my background in law enforcement, I began an intensive investigation to learn more about the company and I learned that, they have in total, about 110 to 125 employees worldwide, that includes staff from Software Engineers, to Support, Administration, Accounting and their CEOs. I also learned that support, as they call it, is a worldwide endeavor, and if you have a question for support, although it goes to just one email address ... it could go to anywhere in the world. Your observation about the number of individuals involved is correct and one day you might get somebody in the United States... the next time you might get somebody in Europe.. Their software support organization is tremendously disjointed.

Your observation is correct, and yes, you will never be put in touch with anybody in the engineering department. That is one of the major flaws with this company. I believe they operate in a decentralized fashion because of their so-called worldwide platform. They are hoping that overtime the software will mature, because of customer use and continued feedback through the evolutionary process instead of an Engineering Process with interaction with its users.

In closing, it took me about 10 days to realize that, and after personal, Direct Communications with one of the high-level CEOs of the company in the United States, I made a decision to request and receive a full refund... I also decided to continue to monitor the company through various forms and at some later point, make a decision to maybe try the software again.

I wish you all the best my friend. Yes the software does work for many people and yes it seems like it does work better in the Apple/MacBook environment as opposed to Windows but, I am not an engineer and that's only a personal observation

I will continue to monitor and hope that it gets better.

Cheers
GeoVz
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Toment Loc: FL, IL

Me too!

mflowe Loc: Port Deposit, MD

Not trying to be rude, but what does your comment have to do with anything related to the OP?

Gort55 Loc: Northern Colorado

I'm with you -- PS LR and Topaz. I bought Luminar 4 for the sky replacement feature, then PS came out with their sky replacement, only better.

goldstar46 Loc: Tampa, Fl

I can summarize my answer to you and two words

Terrible support.

Cheers
GeoVz

alexskoz Loc: Scottsdale, Arizona

Thank you so much for your reply! I too am a retired Law Enforcement Officer!
Thanks Brother!
Alex