Fail to contact support Reikan (Focal)

[Nitroman]

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]

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. ???

 

[mackguyver]

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]

My issue has been resolved now

 

[ScubaX]

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.

 

[Canon1]

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]

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.

 

[ScubaX]

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?

 

[Roo]

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.

 

[candyman]

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.

 

[Canon1]

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.

You have recourse with your credit card company or Paypal. If you buy something, it doesn't work as advertised, and support doesn't get you fixed up.... You can file a claim and get your money back. Odds are, the likely outcome is that your images will show better focus.

 

[Maiaibing]

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. ???

Just sent another question. Cannot download the software I paid for as it does not allow me to log in. Let's see what happens now. Mail response says they will be back within three days - quite a long time to wait for something you paid to download... Not feeling optimistic.

 

[mackguyver]

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. ???

Just sent another question. Cannot download the software I paid for as it does not allow me to log in. Let's see what happens now. Mail response says they will be back within three days - quite a long time to wait for something you paid to download... Not feeling optimistic.

Maiaibing, they recently changed the way you login - I don't know if you've seen this, but if not, maybe it will help:
http://www.reikan.co.uk/focalweb/index.php/2014/05/passwords-paypal-transaction-ids/

 

[Andrewccm]

For the record, I have been trying to contact them for over 6 weeks via Twitter, Blog, support form, and email. Have received ZERO response. There definitely are others out here having issues with them.