Reading mode: Light Dark

DxO does not care about their customers

Go to last post
M

mikael212340

Forum Enthusiast
Messages
272
Reaction score
0
Location
SE
Hi everyone,

Since I made a big mistake purchasing DxO software I'll share my experience with this lousy software company and hopefully this will be of some help for those that are in the market for a new RAW-editor.

So what happened? Well, after I bought the software I noticed that the editor didn't recognize some of the photos (originals) that I shot with my Canon 50mm f1.8 II lense (meaning it cannot perform a lot of the corrections that are otherwhise available). I immediately filed a "customer support" ticket (29th March) and I got an email confirmation telling me that it normally takes 2 days before I get an answer.

I have also tried writing to their email-adress asking why I haven't heard anything from them, but still not a word.

I may be overreacting, but if you write 2 days that really doesn't mean anything else. And if you need more time I really believe the company should have the courtesy to inform that my ticket is soon to be looked at.

Anyhow, I'm deeply surprised that (any) company so flagrantly ignores their source of income, but to be sure, those that doesn't understand the "value chain" usually don't last very long.

In case anyone cares I have supplied a copy of the letter (ticket) I filed with the support below.

(If I don't hear from the next week I'll try to talk to my VISA company and see if it's possible to cancle the payment since the seller doesn't kept their part of the bargain).

Mikael
Sweden
  1. ##############
I recently purchased the software (wednesday 29/3) and I immediately got a problem with software not recognizing SOME of the photos that I have taken with the canon 50mm f1.8 II.

I have provided 3 pictures (2 shots with Canon 50mm and 1 shot with Sigma 18-200mm).

1 Shot with Canon it finds the correct module
1 Shot with Canon it cannot find the correct module
1 Shot with Sigma leaves a question mark (what does that mean)?

All example photos are found at: http://www.myportal.se/dxo

Needless to say I really need this issue solved since most of my pictures are taken with my Canon 50mm f1.8 II lense.
  1. ###########
------------------------------

Canon 350D owner
 
I am surprised at your problems. Maybe their success has made them unable to offer proper after sale service.

Too bad, nobody else offers such product on the market today. Without competition, you don't have too many choices...

LPG
 
if dxo is smart they won't answer your e-mail, you sound like a PITA.
 
or maybe your e-mail server is being mis-recognized by their e-mail server as junk and treated as such (sometimes this can happen). The only solution is try sending the e-mail over and over again (but don't SPAM them). Chances are at least one of your e-mail will fall through their "cracks" and get into their actual inbox.
 
...in my experience. I was seriously considering buying their product, but their Email support to my questions about their product (which several others on this forum also found a PITA to use) were curt and unhelpful, so I voted with my wallet. I'm with you Mikael.
--
TomP
 
Thanks, although someone may think differently my intent on this eltter was foremost to warn other buyers. I doubt I'll get my money back so I'm currently sitting with a software that only works on some of my pictures (see details in my first post).

I think there a lot of other options (raw editors). Of course, I did a search on Dpreview before I bought their software and I was surprised to find out that they were rarely mentioned in the links "best raw editor" etc. I should have known better I guess.

Mikael

Ps, I'm not utilizing a spam filter so I'm not missing any mail from them and the support ticket is send through a web form, Ds
tom phillips said:
...in my experience. I was seriously considering buying their
product, but their Email support to my questions about their
product (which several others on this forum also found a PITA to
use) were curt and unhelpful, so I voted with my wallet. I'm with
you Mikael.
--
TomP
Click to expand...
--
------------------------------

Canon 350D owner
 
...well, it's a double-edged sword -- the french culture; but really, they are infamous for poor service quality which really makes me want to bang my head growl

Good news is that they are in the EU (yeah, really) so that gives me a good chance to cancel the payment :>

------------------------------

Canon 350D owner
 
Mikael,
I suspect your problem will be with corrupt thumbnails.

I went through a similar problem as you, but did get a response within 2 days. I sent them copies of the offending photos which would open in C1 Pro and RSE but not DxO. Eventually I found the problem resolution by accident when Thumbsplus wouldn't display the files in my catalogues.

Check if the thumbnail is in the same directory as the photo and maybe you need to rejenerate your thumbnails.

I use DxO for the lens correction functions but find it very slow when doing a large number of conversions.

--
Ian the RF Cat.



RFCat aka irm
LOVE MY 10D
Have fun while learning digital photography.
http://www.pbase.com/ianm_au
equipment in profile
 
Hey,

Thanks for your suggestion, but I (as you) accidently found the explanation -- in a review of DxO (I had to go through their "nominations" looking for a missing clue ("how good does this software have to be to make up for it's poor customer support").

Well, the reviewer mentioned that "you have to wait to change your EXIF data until you have processed the images with DxO since any change in EXIF will make the picture unreadable by DxO-lense distortion module". That means no adding keywords, author, copyright or flipping the images.

This only applies to .jpg files (you can't edit RAW files).

I have no clue why this is so, but I doubt it's worth the effort to write to DxO asking. Anyhow, this is really limiting since most potential buyers likely have added some info in their EXIF data on older photos (meaning they can't be processed for lense distortions).

Mikael
RF Cat said:
Mikael,
I suspect your problem will be with corrupt thumbnails.
I went through a similar problem as you, but did get a response
within 2 days. I sent them copies of the offending photos which
would open in C1 Pro and RSE but not DxO. Eventually I found the
problem resolution by accident when Thumbsplus wouldn't display the
files in my catalogues.

Check if the thumbnail is in the same directory as the photo and
maybe you need to rejenerate your thumbnails.

I use DxO for the lens correction functions but find it very slow
when doing a large number of conversions.

--
Ian the RF Cat.



RFCat aka irm
LOVE MY 10D
Have fun while learning digital photography.
http://www.pbase.com/ianm_au
equipment in profile
Click to expand...
--
------------------------------

Canon 350D owner
 
I normally do all my work at conversion time. If I need to do additional after conversion work I do it in (16 bit) tiff, then convert in PWP to jpeg.

I wonder what happens if I do a double correction, once at conversion and once again in tiff.

--
Ian the RF Cat.



RFCat aka irm
LOVE MY 10D
Have fun while learning digital photography.
http://www.pbase.com/ianm_au
equipment in profile
 
Hello:

I had emailed them back in Feb. and it took them 2 days to respond...I had a problem as a few others here in opening a file...They requested the file, so I sent it to them and they emailed back 4 days later saying they had discovered the problem and it would be fixed in the next update on 3-1-06...Sure enough it was then fixed...They thanked me for helping improve the product...Maybe not lightning fast response time but adequate enough in todays world...Still better than trying to call a company and either going through a dozen menus or getting someone I cannot understand...

I do think that one email is not enough to form a very strong opinion...With the multitude of emails I'm sure they get, it would be very easy for one to go unnoticed...

LW
mikael said:
Hi everyone,

Since I made a big mistake purchasing DxO software I'll share my
experience with this lousy software company and hopefully this will
be of some help for those that are in the market for a new
RAW-editor.

So what happened? Well, after I bought the software I noticed that
the editor didn't recognize some of the photos (originals) that I
shot with my Canon 50mm f1.8 II lense (meaning it cannot perform a
lot of the corrections that are otherwhise available). I
immediately filed a "customer support" ticket (29th March) and I
got an email confirmation telling me that it normally takes 2 days
before I get an answer.

I have also tried writing to their email-adress asking why I
haven't heard anything from them, but still not a word.

I may be overreacting, but if you write 2 days that really doesn't
mean anything else. And if you need more time I really believe the
company should have the courtesy to inform that my ticket is soon
to be looked at.

Anyhow, I'm deeply surprised that (any) company so flagrantly
ignores their source of income, but to be sure, those that doesn't
understand the "value chain" usually don't last very long.

In case anyone cares I have supplied a copy of the letter (ticket)
I filed with the support below.

(If I don't hear from the next week I'll try to talk to my VISA
company and see if it's possible to cancle the payment since the
seller doesn't kept their part of the bargain).

Mikael
Sweden
  1. ##############
I recently purchased the software (wednesday 29/3) and I
immediately got a problem with software not recognizing SOME of the
photos that I have taken with the canon 50mm f1.8 II.

I have provided 3 pictures (2 shots with Canon 50mm and 1 shot with
Sigma 18-200mm).

1 Shot with Canon it finds the correct module
1 Shot with Canon it cannot find the correct module
1 Shot with Sigma leaves a question mark (what does that mean)?

All example photos are found at: http://www.myportal.se/dxo

Needless to say I really need this issue solved since most of my
pictures are taken with my Canon 50mm f1.8 II lense.
  1. ###########
------------------------------

Canon 350D owner
Click to expand...
 
I've had excellent service from them via email. And the product is great.

I'm glad you are not my customer Michael. I hope if you are in the customer service industry that every single time without fail you do what you say you will!
 
I don't know how much you guys know about running a business but two things:

1) Never disappoint a customer (this is directly related to expectations and some may argue that my expectations are too high, well then, maybe I'm a PITA) because the costs are extremely high (direct and indirect costs through badwill). This is elementary management knowledge. Things that they teach you the first year in all business programs but most people already know instinctively anyway (and those who ignore it will never succeed in any business - unless their product is far superior).

2) Emails get lost. Support-tickets from a form on their webpage should NOT, but to make sure, most support tickets come with an id-number. But that's not the case with DxO, guess they use a simple email setup after all.

And finally, yes, I got an answer today. Woa... but I already figured out the explanation. From a reviewer (sic). Don't open your pics in Photoshop or DxO cannot use lense module. Very odd, but so it is! (I replied and asked if there is some workaround on this).

Cheers,
Mikael
Larry Winters said:
I had emailed them back in Feb. and it took them 2 days to
respond...I had a problem as a few others here in opening a
file...They requested the file, so I sent it to them and they
emailed back 4 days later saying they had discovered the problem
and it would be fixed in the next update on 3-1-06...Sure enough it
was then fixed...They thanked me for helping improve the
product...Maybe not lightning fast response time but adequate
enough in todays world...Still better than trying to call a company
and either going through a dozen menus or getting someone I cannot
understand...

I do think that one email is not enough to form a very strong
opinion...With the multitude of emails I'm sure they get, it would
be very easy for one to go unnoticed...

LW
mikael said:
Hi everyone,

Since I made a big mistake purchasing DxO software I'll share my
experience with this lousy software company and hopefully this will
be of some help for those that are in the market for a new
RAW-editor.

So what happened? Well, after I bought the software I noticed that
the editor didn't recognize some of the photos (originals) that I
shot with my Canon 50mm f1.8 II lense (meaning it cannot perform a
lot of the corrections that are otherwhise available). I
immediately filed a "customer support" ticket (29th March) and I
got an email confirmation telling me that it normally takes 2 days
before I get an answer.

I have also tried writing to their email-adress asking why I
haven't heard anything from them, but still not a word.

I may be overreacting, but if you write 2 days that really doesn't
mean anything else. And if you need more time I really believe the
company should have the courtesy to inform that my ticket is soon
to be looked at.

Anyhow, I'm deeply surprised that (any) company so flagrantly
ignores their source of income, but to be sure, those that doesn't
understand the "value chain" usually don't last very long.

In case anyone cares I have supplied a copy of the letter (ticket)
I filed with the support below.

(If I don't hear from the next week I'll try to talk to my VISA
company and see if it's possible to cancle the payment since the
seller doesn't kept their part of the bargain).

Mikael
Sweden
  1. ##############
I recently purchased the software (wednesday 29/3) and I
immediately got a problem with software not recognizing SOME of the
photos that I have taken with the canon 50mm f1.8 II.

I have provided 3 pictures (2 shots with Canon 50mm and 1 shot with
Sigma 18-200mm).

1 Shot with Canon it finds the correct module
1 Shot with Canon it cannot find the correct module
1 Shot with Sigma leaves a question mark (what does that mean)?

All example photos are found at: http://www.myportal.se/dxo

Needless to say I really need this issue solved since most of my
pictures are taken with my Canon 50mm f1.8 II lense.
  1. ###########
------------------------------

Canon 350D owner
Click to expand...
Click to expand...
--
------------------------------

Canon 350D owner
 
You must log in or register to reply here.

Keyboard shortcuts

f
Forum
m
My threads
Mobile site
About
Editorial content
Cameras & Lenses
Community
All content, design, and layout are Copyright © 1998–2025 Digital Photography Review All Rights Reserved.
Reproduction in whole or part in any form or medium without specific written permission is prohibited.
When you use DPReview links to buy products, the site may earn a commission.
©GPS Media - Guides, Products, Services.
Back
Top