![]() ![]() On January 10th I replied to the support request response asking - a second time! - for a license key that will work. Unfortunately (for me), when I tried to download Capture On 20 as outlined in their FAQ and support request response, Capture One’s store still would’t accept my pre-order license key, despite that key being the coupon/voucher for the subscription version. On January 9th I received a form reply to my support request that reaffirmed what was stated in the FAQ, and providing the same links as the FAQ to download the subscription version of Capture One 20. Rather than honoring the purchase they permitted in their error, Capture One has decided to offer one free year of Capture One 20’s subscription version as a substitute. ![]() Capture One has even admitted purchasing CO 20 without a CO 12 license was possible. Nothing in the November 28th marketing email said this, nor was I asked to validate my pre-order against my existing Capture One 12 license. As I continued troubleshooting while I waited for a response, I discovered (on my own) that it’s not possible to use my pre-order purchase if I didn’t own a copy of Capture One 12 already. I still couldn’t download the software, so I submitted a second support request. On January 6th I tried to follow the steps outlined in the December 19th form response to my December 8th support request. My support request ticket was closed while I was traveling for the holidays. That email then provided directions to download Capture One 20 via the pre-order license key. On December 19th I got a form reply to my support request that claimed all issues with pre-orders were (hopefully) resolved. On December 10th my request was acknowledged with an email that said Capture One was aware of pre-order issues and was receiving “a high volume of support requests at this moment in time.” Since I was on a trial version, the license for it was rejected. The software download page asked for my Capture One 12 license. On December 8th I tried to apply the license key I purchased in the pre-order and download my copy of Capture One 20. On December 4th, Capture One 20 was released. Based on my positive experience with the Capture One 12 trial, I decided to go jump at that and make my change to Capture One official. On November 28th I received a marketing email from Capture One for Black Friday/Cyber Monday that offered a discount on Capture One 20 pre-orders. The developer is a well-established company dedicated to digital photography, not some massive multi-national software company with dozens of software products. Capture One is modern yet intuitive, full-featured, and has a history of consistent, reliable updates. I downloaded a trial version of Capture One 12 Express for Fuji (I shoot with an XT-1) and discovered that I really liked the software. In late October 2019 I began exploring switching from Iridient Developer to Capture One 12. Capture (N)One: How Not to Sell & Support Software ![]()
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