I have contacted Skylum at least 5 times using the contact form. About bugs in Luminar 4. I have sent you all the files you request using WeTransfer,
Although you say you answer support requests in 24 hours, in my experience I have NEVER ONCE RECEIVED THE SLIGHTEST BIT OF TECHNICAL SUPPORT. I do get a survey though and you apparently pay no attention to 1-star ratings.
Yesterday I asked in the Forums why you don't offer paid high-quality live support. If you want Luminar 4 to be more than a toy and appeal to professional users, you are FAILING BADLY because your support by e-mail is too slow to the point I don't think it actually exists
That message here in the public forums was answered quickly by a low level CSR who said politely that you are not offering live support, but selling a support plan was a good idea which she forwarded to the team. So simple questions about policies, refunds, licenses, or basic operations will get a response quickly because they are easy to answer.
Yesterday after working on a photo for over an hour, with 4 layers, sky replacement, sky enhancement, painting in an area under arches that we too dark, adding detail to cobblestones, erasing a floodlight and a power panel, putting light in the street lamps and windows, and after all this work, the program started crashing. I could load backups by holding down the option key and launching the software and choosing an older backup.
However, no matter which backup I loaded, sometime soon after I started editing, repeating the edits I lost Luminar 4 crashed. I must have sent you 6 Apple Crash reports. Do you get these crash reports? What do they tell your engineers?
I REQUEST SUPPORT AND IT SEEMS TO ME YOU NEVER RESPOND. I SEND THE PHOTOS WHERE SKY REPLACEMENT FAILS AND NO ONE EVER LOOKS AT THEM AND RESPONDS TO MY REQUEST FOR SUPPORT.
Since there was no way to get any timely help, I had to reinstall the software. All that work was lost. I have to try to remember what sky I used. Where I painted in fog. ALL MY WORK WAS LOST DUE TO BUGS IN YOUR SOFTWARE THAT YOU APPARENTLY DO NOT WANT TO DISCUSS.
Good software that isn't beta should NOT CRASH. Period. End of discussion. And when it does, fixing the crash must move to the top of the priority queue.
Since you don't have background replace, I use Topaz Labs MaskAI. It too was crashing right after they updated from 1.2.1 to 1.2.2. Within 24 hours I got a response from Topaz telling me that there were other reports of crashing in 1.2.2, and they advised to step back to 1.2.1 The day after that 1.2.3 was pushed to users. That is quality responsive technical support. That is something you do not have and you should stop claiming you offer such.
Skylum Luminar is just not in the same league as Adobe or Topaz when it comes to product technical support.
It is sad because the Luminar Program is wonderful. When it works, I like it a lot. As I have said over and over again that Luminar 4 does not need any new features. It needs fixes for speed and stability. These were overdue before the last update.
When your company has no respect for my time and starts wiping out my work, I reluctantly may have to move to Lightroom. I don't want to go up that learning curve but if the program crashes and you won't provide support, you may leave me no other choice.
I look forward to hearing your response published in this forum for all to read.
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