DxO Poor Customer Support

DxO PureRAW
1

I bought PureRaw 4 on July 7, 2024. I was having a problem with PureRaw not starting when a memory card is inserted. So, I did the logical thing; contacted customer support. After a couple of useless replies from Customer Non-Support, I sent them a debug file and I never heard anything more.

Today, over 2 months later, I got another useless reply. No solution, just something else to try.

I will never buy another product from these jokers!

2

Have you enabled the setting to enable the Widget to open and allow to transfer the photos to a selected folder?
Have you sometime perhaps declined and selected Remember…?
If so you might need to reset dialog spawn suppression to allow it to ask you again.

https://userguides.dxo.com/pureraw/en/workflow-in-standalone-mode/

3

Did you try the free trial before you bought?

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4

If by that you mean you were trying to open files in PureRAW that were held on a memory card then I’m not surprised PureRAW didn’t work. I don’t know anybody who would recommend working directly with files held on a memory card.

Copy the files off the card and onto a folder on your computer and then try PureRAW.

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5

I agree with you, but the fact is that DxO is selling you a product that is supposed to start when a memory card is inserted. If it does not, then DxO should fix it. It’s just one other thing DxO promises Pure Raw can do that it cannot. DeepPRIME XD2 X-Trans sensor support is another, and when we go to other DxO products, the list gets longer. Respect for their customers does not seem to be high on DxO’s priority list!

6

Can you provide a link to something written by DxO that supports this statement?

7

You can ask DxO PureRAW to launch automatically when you insert a memory card or connect an external drive to your computer. To do this, you must activate this option in the Preferences:

  • Insert a memory card or connect any external drive.
  • A dialog box will pop up and ask you if you want to open DxO PureRAW automatically. Click on Yes (you can also check Remember my choice to bypass this step in the next sessions).
  • A system dialog box will open and let you choose the source volume and folder.
  • In the case of a memory card, open the DCIM folder to access the pictures. In the case of an external drive, open the folder containing the images you want to add to DxO PureRAW.
  • Select the images and click on Open.
  • The images are added in DxO PureRAW and displayed as thumbnails in the Lightbox. Default order is by date.

https://userguides.dxo.com/pureraw/en/workflow-in-standalone-mode/

8

As the option allows for the setting to be remembered, DxO usually offers a way of resetting things “remembered”.

If you by mistake enable “remember my choice” and klicked No.
you might have to reset the option.

9

Already done, I see. And again, DxO needs to fix this if it doesn’t work.

10

Since Pure raw creates a separate file in a different folder, I thought it might just be simpler to use DxO PureRaw to move select files from the memory card to the PC and convert them at the same time.

I did find out why DxO PureRaw is not reading my memory cards. My PC does not have a SD Memory slot only a Micro SD Memory Slot. So, I use a SD to USB adapter. DxO PureRaw doesn’t think memory on a USB port is the same as memory on a SD port. I think it should!

PureRaw has always worked just fine if I import the RAW files to the PC and then open them in PureRaw. I just don’t have the ability to view and select which files to import. It would have been nice, but it’s not a show stopper.

My real issue is the poor customer support I received!

11

Thanks, I don’t have PureRAW, hence my question.