December 20, 2014, 01:13:38 PM

Author Topic: Fail to contact support Reikan (Focal)  (Read 5509 times)

candyman

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Re: Fail to contact support Reikan (Focal)
« Reply #15 on: March 15, 2014, 10:28:11 AM »
How many days does it usually take for Reikan to respond to a filed support ticket?
My ticket was filed 8 days ago and when I login to check the status, no reply has been given and the status is being processed.


I guess they must be very busy

5DIII w/grip  |  6D  |  16-35L IS  |  24-105L  |  24-70 VC  |  70-200 f/2.8L IS II  |  70-300L  |  35 f/2 IS  |  50A  |  135L  |  1.4x III

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Re: Fail to contact support Reikan (Focal)
« Reply #15 on: March 15, 2014, 10:28:11 AM »

candyman

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Re: Fail to contact support Reikan (Focal)
« Reply #16 on: March 20, 2014, 03:06:55 PM »

I filed a support ticket 13 days ago and accessed the support site to request an update 5 days ago. But I did not receive any respond at all.


Does anybody know what is common for Reikan to respond on a support ticket?
5DIII w/grip  |  6D  |  16-35L IS  |  24-105L  |  24-70 VC  |  70-200 f/2.8L IS II  |  70-300L  |  35 f/2 IS  |  50A  |  135L  |  1.4x III

candyman

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Re: Fail to contact support Reikan (Focal)
« Reply #17 on: April 19, 2014, 07:52:28 AM »
It has been 44 days ago since I filed my support ticket. I still did not get any reply.
Does anyone have a suggestion what to do? I can't register my 6D and I really want to AFMA my 6D.


(In my initial contact to Reikan I uploaded/sent screencaptures to Reikan of my problem licensing the 6D thinking it would help them)


« Last Edit: April 19, 2014, 07:55:48 AM by candyman »
5DIII w/grip  |  6D  |  16-35L IS  |  24-105L  |  24-70 VC  |  70-200 f/2.8L IS II  |  70-300L  |  35 f/2 IS  |  50A  |  135L  |  1.4x III

Roo

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Re: Fail to contact support Reikan (Focal)
« Reply #18 on: April 22, 2014, 10:16:31 AM »
I bought it on the 11th and it wouldn't register.  I lodged the ticket and got a response back in 24 hours that they had a problem with license creation between 9-11 April but it should be fixed now.  I tried again but its still wouldn't register.  He reopened the ticket I had but I haven't had any responses or updates since.  I would rather I had a working copy by now but the reasons I haven't been too stressed about it is because other forum members recommended it and, as I understand it, it's a one man operation.  2 weeks is a still a bit frustrating but at 40+ days you must be really peeved. 
5Diii, 60D,GoPro Hero 4, Canon 24-105L, Canon 70-200 2.8L is II, Samyang 14 2.8, Tamron 17-50 2.8 vcd, Tamron 90 macro, Tamron 150-600

bornshooter

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Re: Fail to contact support Reikan (Focal)
« Reply #19 on: April 22, 2014, 02:23:05 PM »
This is no good,i wonder what the future holds for a company with such terrible customer service.

Nitroman

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Re: Fail to contact support Reikan (Focal)
« Reply #20 on: April 22, 2014, 02:37:12 PM »
I contacted them on 1st March and several times since but all my support tickets and emails have been ignored.

Very poor as i've purchased the software and need support.

I'm guessing he maybe has personal problems as nobody is that busy.

 :'(

Maiaibing

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Re: Fail to contact support Reikan (Focal)
« Reply #21 on: April 22, 2014, 02:43:57 PM »
Since I will hardly again be accused of running with gossip regarding Reikan's lack of response - just an update. My support ticket is closed now after having been unanswered for months. However, without any reply or notice given at all.  ???

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Re: Fail to contact support Reikan (Focal)
« Reply #21 on: April 22, 2014, 02:43:57 PM »

mackguyver

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Re: Fail to contact support Reikan (Focal)
« Reply #22 on: April 22, 2014, 04:18:35 PM »
Since I will hardly again be accused of running with gossip regarding Reikan's lack of response - just an update. My support ticket is closed now after having been unanswered for months. However, without any reply or notice given at all.  ???
As a fellow customer, I'm sorry to hear that.  All I can guess is that the software has gotten much bigger than the 1 (maybe 2 or 3 now) people can handle.  It was just 1 guy in the beginning, though he uses "we" in some of his more recent posts, if I remember correctly. 

What is your issue?  Maybe we can try to answer it here as there are several of us who use the software.

Roo

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Re: Fail to contact support Reikan (Focal)
« Reply #23 on: April 22, 2014, 04:56:48 PM »
My issue has been resolved now :)
5Diii, 60D,GoPro Hero 4, Canon 24-105L, Canon 70-200 2.8L is II, Samyang 14 2.8, Tamron 17-50 2.8 vcd, Tamron 90 macro, Tamron 150-600

ScubaX

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Re: Fail to contact support Reikan (Focal)
« Reply #24 on: April 22, 2014, 05:07:08 PM »
I've been watching this thread as I was ready to buy the Pro version. I will continue to watch and not buy until I see positive outcomes.
5DMK3, BG-E11, RRS L-Plate, 70-200 2.8L IS II, 70-300 4-5.6L IS, 400 5.6L, 16-35 2.8L II, 100 2.8L IS Macro, 24-105 4.0L IS, 50 1.4, Extenders 2x III & 1.4x III,  Manfrotto 055XPROB w/ MH054M0-Q2 BH converted to A-S, full kit of Lee Filters, F-Stop Satori, Loka and Guru. Modded Black Rapid

Canon1

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Re: Fail to contact support Reikan (Focal)
« Reply #25 on: April 22, 2014, 10:46:15 PM »
I've been watching this thread as I was ready to buy the Pro version. I will continue to watch and not buy until I see positive outcomes.

I've been using focal for years now. Have the latest version and it works perfectly. No complaints on my end... And there are many many users with the same good experience.  It's a bummer that there are some with bad experiences... But I don't think it is the norm.

ScubaX

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Re: Fail to contact support Reikan (Focal)
« Reply #26 on: April 23, 2014, 03:28:49 AM »
I've been watching this thread as I was ready to buy the Pro version. I will continue to watch and not buy until I see positive outcomes.

I've been using focal for years now. Have the latest version and it works perfectly. No complaints on my end... And there are many many users with the same good experience.  It's a bummer that there are some with bad experiences... But I don't think it is the norm.

There are quite a few with good results who are happy with the software which is why I'm considering buying it. But just maybe poor customer service and support are their new norm. At $117 I don't want to take a chance to find out. If they were selling it through Amazon or B&H where I would have some recourse, that would be different.
5DMK3, BG-E11, RRS L-Plate, 70-200 2.8L IS II, 70-300 4-5.6L IS, 400 5.6L, 16-35 2.8L II, 100 2.8L IS Macro, 24-105 4.0L IS, 50 1.4, Extenders 2x III & 1.4x III,  Manfrotto 055XPROB w/ MH054M0-Q2 BH converted to A-S, full kit of Lee Filters, F-Stop Satori, Loka and Guru. Modded Black Rapid

ScubaX

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Re: Fail to contact support Reikan (Focal)
« Reply #27 on: April 23, 2014, 03:31:54 AM »

I filed a support ticket 13 days ago and accessed the support site to request an update 5 days ago. But I did not receive any respond at all.


Does anybody know what is common for Reikan to respond on a support ticket?

Have you, or can you start a new ticket? Maybe without an upload of screen caps?
5DMK3, BG-E11, RRS L-Plate, 70-200 2.8L IS II, 70-300 4-5.6L IS, 400 5.6L, 16-35 2.8L II, 100 2.8L IS Macro, 24-105 4.0L IS, 50 1.4, Extenders 2x III & 1.4x III,  Manfrotto 055XPROB w/ MH054M0-Q2 BH converted to A-S, full kit of Lee Filters, F-Stop Satori, Loka and Guru. Modded Black Rapid

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Re: Fail to contact support Reikan (Focal)
« Reply #27 on: April 23, 2014, 03:31:54 AM »

Roo

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Re: Fail to contact support Reikan (Focal)
« Reply #28 on: April 23, 2014, 03:58:28 AM »
I've been watching this thread as I was ready to buy the Pro version. I will continue to watch and not buy until I see positive outcomes.

I've been using focal for years now. Have the latest version and it works perfectly. No complaints on my end... And there are many many users with the same good experience.  It's a bummer that there are some with bad experiences... But I don't think it is the norm.



There are quite a few with good results who are happy with the software which is why I'm considering buying it. But just maybe poor customer service and support are their new norm. At $117 I don't want to take a chance to find out. If they were selling it through Amazon or B&H where I would have some recourse, that would be different.

I got my problem addressed yesterday after a request for an update on the open ticket and I'll be running my camera/lenses through it tonight:)  As payment is done through PayPal I think you still have some recourse through their resolution system.
5Diii, 60D,GoPro Hero 4, Canon 24-105L, Canon 70-200 2.8L is II, Samyang 14 2.8, Tamron 17-50 2.8 vcd, Tamron 90 macro, Tamron 150-600

candyman

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Re: Fail to contact support Reikan (Focal)
« Reply #29 on: April 23, 2014, 07:12:04 AM »

I filed a support ticket 13 days ago and accessed the support site to request an update 5 days ago. But I did not receive any respond at all.


Does anybody know what is common for Reikan to respond on a support ticket?

Have you, or can you start a new ticket? Maybe without an upload of screen caps?


Today I was able to add the serialnumber of my Canon 6D via the LMS of the Reikan website. Next I opened Focal Pro on my PC and the license was added locally. Only this weekend I can check if it actually works.


To be honest, it is still a disappointment that after 46 days I still did not get a reaction at all. A minimum would be a reaction like: "Dear customer, currently we receive a lot of support questions. A response may take more time than usual (or mention days). Thank you for your patience."  And if necessary repeat this message once.
« Last Edit: April 23, 2014, 07:15:04 AM by candyman »
5DIII w/grip  |  6D  |  16-35L IS  |  24-105L  |  24-70 VC  |  70-200 f/2.8L IS II  |  70-300L  |  35 f/2 IS  |  50A  |  135L  |  1.4x III

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Re: Fail to contact support Reikan (Focal)
« Reply #29 on: April 23, 2014, 07:12:04 AM »