Capture One Reviews 

I am new to Capture One and have been working with the 30 day trial. I dusted off an old Canon 5D Mark II that I need to use as a spare camera in an odd configuration where it is not easy to reach the camera to make adjustments. I downloaded Capture One, since other software I was familiar with was not capable of supporting live view and camera controls with tethering on this older model. It worked immediately, and I was thrilled to have use of the old camera. I had questions about how well other features were supported by Capture One, and wrote to the support team. Sergi took on my case, and responded in a few hours with some very helpful advice, and links to resources. He also answered new questions that came up, again within a few hours. Capture One is a great, professional app., and I will certainly be purchasing a subscription once my trial runs out. Their support team is great, and that's an added bonus.

Support restored my use of Capture One again. I could not find the answer on the Capture One support page after trying many times. Not being an expert user, I didn't even know how to ask the right question. After many months of support page fatigue, I sent a screen shot to Capture One support. Victor sent back the simple fix back a few hours later. I think Victor deserves a raise and promotion! Now I am on the road to Capture One Nirvana.

Fast and competent processing of my support request with very detailed description

I have been a user of Capture One for ten years+. The quality of their tech support varies wildly between good and horrible, depending on who picks up your case and their response to cases is ridiculously slow - weeks or even months.

In any back and forth conversation between you and them, you never get the same person twice. When I first file a case, I get one customer service tech. If they need more information from me, I reply and the person who answers my reply is always a different person and I have to take the time to re-explain the case to them. Why? Because, in my experience, the latest agent doesn't bother to read the previous information in the case, written by a different tech support agent.

I had one case that, with all the back and forth, I ended up commuinicating with four different support people. The first person was very helpful but the case needed more info. When I replied, a different person picked up the case and acted as if he had not read the previous case discussions at all and was unhelpful. I asked him several questions and he never addressed them. It finally got escalated to their team lead, and he was incredibly unhelpful. He seemed to have not read the previous case comments by his team and then (unlike the first person I interacted with who said it was a known problem in the software), claimed that I must have done something to screw up the files Capture One uses to keep track of things or screwed up their catalog somehow.

So that seems to be the way he deals with customer problems: "not our fault. You broke it - it's YOUR fault!". That is not a helpful attitude and that person should NEVER be a team lead at any company.

after my interaction with their amazing ineffective team lead, I cannot recommend Capture One at all.

the developer shared their idea with me when I have some misunderstand with the software；they help me to use captureOne well。

If you are looking for an image editor software with a good support Service, then avoid Capture One. I have a subscription for the Capture One Pro since three years ago. And whenever I contact the company for a support, it is by email. It takes several days to get a response from them and the response is always not related to the issue. Lately, they charged me for renewal more than the regular price subscription which is announced on their web. When I tried to contact them to know why, they replied after few days with a nonsense explanation that it does not answer the question. I replied again and same answer. I decided that when the date of renewal comes, I will cancel my subscription and just use adobe which cost a lot less and specially they have better support.

Capture One udnytter deres loyale kunder

Jeg har været en trofast Capture One-bruger i over 8 år og har altid betalt for opgraderinger med glæde, Forretningsmodellen har ændret sig markant og efter den seneste opdatering føler jeg mig oprigtigt snydt. For blot en måned siden betalte jeg 209 USD for en licens, og nu forventes det, at jeg betaler det samme beløb igen for den nyeste opdatering. Dette er simpelthen optrækkeri. Tidligere kunne man forvente at der kom en gratis opgradering med når man var så tæt på men næh nej lad os pumpe vores loyale brugere for penge.

At skulle betale fuld pris så kort tid efter mit køb er ikke bare uretfærdigt – det er en direkte udnyttelse af os, der har været loyale brugere i årevis. Capture One’s svar? En “loyalty”-rabat på 40 %. Ærlig talt, det føles mere som en fornærmelse end en reel gestus. Det virker som om, de prøver at maskere en konstant stigende pris med en falsk rabat, hvilket tydeligt viser, at deres fokus er på penge, ikke på kundeloyalitet.

Og som om det ikke var nok, er det nu umuligt at få fat i dem via telefon – man kan kun komme i kontakt med deres support via mail. Man må spekulere på, om de har fjernet telefonisk support, fordi de ikke ønsker at stå til ansvar for de evt. frustrerede kunder.

“English version”

Capture One is Exploiting Their Loyal Customers

I have been a loyal Capture One user for over 8 years, always happy to pay for upgrades. But their business model has changed significantly, and with the latest update, I genuinely feel cheated. Just a month ago, I paid $209 for a license, and now I’m expected to pay the same amount again for the newest update. This is simply outrageous. Previously, you could expect a free upgrade when it was so close to your purchase – but no, let’s squeeze every penny out of our loyal users.

To be forced to pay full price so soon after my initial purchase is not only unfair – it’s a direct exploitation of those of us who have been loyal customers for years. Capture One’s response? A “loyalty” discount of 40%. Honestly, this feels more like an insult than a genuine gesture. It seems they’re masking a constantly increasing price with a fake discount, clearly showing that their focus is on money, not on customer loyalty.

And as if that weren’t enough, it’s now impossible to reach them by phone – the only way to contact support is through email. One might wonder if they removed phone support to avoid facing the frustrated customers directly.

Super happy either way the help and service I received from Victor and Capture One.

I had software from early 2023 which didn't support my Nikon ZF camera. Everyone told me I'd have to buy the software again as updates had been stopped but Victor sorted everything out with absolutely no hassle.

Software was updated to the version that supports this camera and I'm back working with capture one

Couldn't be happier!

I was suddenly stuck with editing my picture in Capture One and couldn't do anything.
I contacted the technical support of Capture One which answered very quickly by providing advice. As I am not very good with the technical side of computers in the following two emails Sergi tried to navigate me through the process. In the end it was a problem of Apple and Capture One is running smoothly as usual.
Very satisfying experience with a dedicated technical support team at Capture One. Thanks!

I am updating the Capture1 fiasco.
Eventually I was helped by Rayen who generally took an interest but could not rectify the problem but referred it over to Irina who finally solved the problem.
This was originally a SIMPLE change of email address which has been an ordeal. Capture 1 needs to take a hard look at its abysmal help system, I could not log in so I could receive help!
Most importantly if it had not been for being able to make these posts on Trust Pilot I would not have been able to resolved this mess as I was simply locked out of their system, so 5 stars for Trust Pilot

I have had patchy customer service from this company in the past, sometimes very poor (comedically so - no solution to a big problem until around 10 months later when they said 'oh about your problem, buy the newest version and it MAY fix it').

However, in the last 6 months or more I have raised a few support tickets, and each has been responded to quickly and comprehensively - this time by Sergi.

I hope this is the new norm, as it has made the product much more useful having these newer, better levels of support.

I've only been using Capture One Pro fully since moving from Lightroom in Jan 2024. It's a complex product with some great features which speed up my workflow and enable me to get the best out of my images. During that time I have needed support to understand C1P and when things happened that I didn't understand. It was great to have a real person to interact with. The response (mostly from Victor) was always friendly, helpful and patient. Each time he managed to find a resolution to the issues I raised.
It makes such a pleasant change from most companies today where helpdesk support leaves a lot to be desired. Thank you Capture One and Victor in particular.

Customer service unwilling to extend my discounted annual sub rate due to being 3 days late. I had paid all 12 months of the previous year. Customer for > 2 years.

Die Umstellung des Probeabos auf ein kostenpflichtiges wird zum maßgeblichen Zeitpunkt nicht mehr kommuniziert. Die Online-Kündigung über die Homepage wird dagegen verkompliziert. Man soll auf eine Email reagieren, die Anweisungen zur Durchführung der Abokündigung enthalten soll. Diese Mail wird aber auch innerhalb von 2 Tagen nicht zugestellt.

Excellent service, very competent and very fast (solution found within the day!). It was really perfect. Many thanks.

Very fast and helpful customer service. Replied to emails promptly and provided workable solutions. Staff very friendly.

I love capture one, customer service should be improved. The program is very useful and useful

Had a slight problem was sorted within an hour or so even though I am a potential customer

Had a problem importing raw images from iPhone 15 Max Pro. Contacted Capture One and Sergi solved the problem immediately

I had a scary issue concerning a hard drive crash and fear of loosing 5000+ images. I searched the user forum and found nothing. Reached out to tech support and had an answer with a really simple and straight forward solution pretty much within the hour.
Thank you Victor at Capture One support.