Topaz Customer Support: I submitted a support request to Topaz about two weeks ago and other than the "We got it" messages, I haven't heard anything. I've submitted two more email...

doduce Loc: Holly Springs NC

I submitted a support request to Topaz about two weeks ago and other than the "We got it" messages, I haven't heard anything. I've submitted two more email request asking for status, but nothing heard. In my experience, this is pretty unusual. Anybody know how to get through to a real person to get some assistance?

rmalarz Loc: Tempe, Arizona

https://www.contacthelp.com/Topaz%20Labs/customer-service

jeep_daddy Loc: Prescott AZ

I guess Topaz customer service really sucks.

doduce Loc: Holly Springs NC

jeep_daddy wrote:

I guess Topaz customer service really sucks.

Don't know if your comments is intend as sarcasm. My experience in the past has been good. I do wish they gave you a phone number or live chat option. But they are clear that they don't go down that road.

doduce Loc: Holly Springs NC

rmalarz wrote:

https://www.contacthelp.com/Topaz%20Labs/customer-service

This is a link to their normal process for submitting requests. I've tried this several times but, as I mentioned, get no response. I guess I may be looking for the magic key.

jeep_daddy Loc: Prescott AZ

doduce wrote:

Don't know if your comments is intend as sarcasm. My experience in the past has been good. I do wish they gave you a phone number or live chat option. But they are clear that they don't go down that road.

No, I'm not being sarcastic. There's another hogger that has been trying to reach Topaz customer service for over two weeks now with no real help at all: http://www.uglyhedgehog.com/t-422104-1.html#7097499

So yes, a live chat or phone number would be nice if they aren't going to respond to their message system.

rjaywallace Loc: Wisconsin

Duplicate post. Sorry.

rjaywallace Loc: Wisconsin

doduce wrote:

I submitted a support request to Topaz about two weeks ago and other than the "We got it" messages, I haven't heard anything. I've submitted two more email request asking for status, but nothing heard. In my experience, this is pretty unusual. Anybody know how to get through to a real person to get some assistance?

I'm currently having the same experience - highly disappointed. Responding to a Topaz ad on Facebook, I tried to buy the product, but was advised I first needed to upgrade from Texture Effects 2.0 to 2.1. NOwhere on their website is a simple link to that upgrade - I keep getting referred to multiple FAQ pages. Have scrolled thru the ancient FAQs, but am unable to find the upgrade link I need. Sent a message to Topaz Cust. Svc. but am still waiting for a response. Meanwhile, I have other tools that are easier to use and whose Cust. Svc. is far more responsive - Nik, DxO OpticsPro, for example. Am looking hard at the On1 10.x or On1 Raw to replace everything.

rmalarz Loc: Tempe, Arizona

There is a link to a phone number on that page.
--Bob

doduce wrote:

This is a link to their normal process for submitting requests. I've tried this several times but, as I mentioned, get no response. I guess I may be looking for the magic key.

rjaywallace Loc: Wisconsin

rmalarz wrote:

There is a link to a phone number on that page. --Bob

Yes, Bob, there is a link...it goes nowhere and does not provide a number but instead re-directs one to another complaint form. Amazingly, their own website shows a live link to a Cust. Svc. rating - their rating is 2.8 on a 5.0 scale. I generally start out believing the best about a vendor, but when I meet recalcitrance like this from them, my opinion tends to change rapidly.

rmalarz Loc: Tempe, Arizona

Ralph, interesting. I thought I was helping by finding that link. I guess you'd already explored the possibilities. It's a shame when a company doesn't set up a customer service dept. equal to the anticipated, or realized, success and quality of their product.
--Bob

rjaywallace wrote:

Yes, Bob, there is a link...it goes nowhere and does not provide a number but instead re-directs one to another complaint form. Amazingly, their own website shows a live link to a Cust. Svc. rating - their rating is 2.8 on a 5.0 scale. I generally start out believing the best about a vendor, but when I meet recalcitrance like this from them, my opinion tends to change rapidly.

rjaywallace Loc: Wisconsin

Bob, I did appreciate your efforts to be helpful.

dpullum Loc: Tampa Florida

You never stated what your problem is beyond saying that customer service is not responding. So what is the Topaz Program Problem, stated in a orderly technical manor... which program, what is happening or not-happening and perhaps give photo example. Not saying you did but: There is NO answer to a long rambling statement... customer service people work with specifics not anger statements.

Perhaps you can show us a copy of what you sent. Your fellow UHH family may be able to help if only we knew what problem you were having except for "no response."

mborn Loc: Massachusetts

dpullum wrote:

You never stated what your problem is beyond sayin... (show quote)

I have had good luck with topaz customer service

Lazy J Loc: Pacific Northwest

My experience: Products are great, customer service is all but nonexistent. You submit an email stating your issues, wait an unacceptably long time to get a response that contains more questions than answers, start the waiting game all over again.