What's wrong with customer service?

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Marcos Martinez

A week ago Luminar AI running on Macbook Pro Big Sur constantly crashed while I was editing photos. So I notified customer service and sent a screenshot of the error message I received. They kindly mentioned that I could just purchase new and improved Luminar Neo, which is unacceptable. Then they offered me a free copy of Neo when released and told me I could use luminar AI until the release of Neo and then AI will be deactivated. So now I have the license for Neo and can download when released, however AI is now deactivated. So I cant use my editing software at all until Neo is released? This back and forth emails is ridiculous and I can't get a straight answer. Why treat your customers like this?

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    Margaret Bright

    Hi Marcos,

    I am sorry to hear about your frustrating experience with our support team. However, I have checked your account and I can see that your Luminar AI license is active. If you are experiencing an activation issue, please continue communicating with our support agents, and they will help you sort this out ASAP.

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    Marcos Martinez

    Thanks, for getting back. It was just reactivated now. As per the email, it was deactivated and when i tried to use the software it wouldn't let me use it. As of now its working thank you.

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    Margaret Bright

    Marcos, I am glad that everything is in order now. Sorry for the mixup! 

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