At least you are getting responses from different “people” I am always stuck with Riley who asks the same dumb questions over and over one at a time for information that I post in my initial submission. It seems like a delay tactic to waste customer’s time.
1 Like
I am coming to the conclusion that DxO third-line support is chatbots, with heavy OS/video/diagnostic gatekeeping before you even get to that.
In the latest support request, about the D700/24-70 2.8ED lens sharpening optimisation, the agent mentioned Hasselblad X2D even though there was no mention of it from me. Then they used the stock ChatGPT phrase “and apologies for the confusion earlier — you’re absolutely right to question the mention of the Hasselblad X2D. That was my mistake.”
I had already spoken to ChatGPT about the lens sharpening optimization problem I was having. It gave me a response functionally indistinguishable from that of “James”, a supposed human support agent.
I suppose all the sales emails telling me I’d be getting “Premium Support” for 12 months “worth £100” were … well. Not tremendously accurate.
I am no closer to solving my problem with this module and I am not hopeful of being pointed in the direction of a human being.
I’m about to buy a license, but this makes me think twice 
I don’t speak Spanish and some of my customer’s have staff that aren’t fluent in English. Google Translate and/or whatever they use can lead to some funny miscommunications. But we are all also aware of it up front. So it’s not really a big deal to them or us.
I haven’t talked to support since they started the premium campaign. And I can see them using some automation to try and help improve response times. You aren’t dealing with a team that has 100+ support people. I don’t have inside knowledge but I’d bet they have less than 5. So it will take time and feedback to massage things if that’s what they are doing.