We provided the correct support and resolved the issue caused by the customer mistakenly purchasing the A7r2 package for use with A7r3A files. After we swapped the packages for free, the customer stopped responding to our emails and did not update or remove his review, despite the resolution of his problem.
“Respectfully, none of the Cobalt Nikon Z9 camera profiles I purchased look better than the ProStandard profile in Capture One. In fact, they look worse (contrast, color shifts). After testing the Cobalt profiles with a series of my images from recent assignments, I de-installed them. I wish there had been a free trial period to evaluate them before making the purchase.”
We’re sorry to hear about your experience. We would appreciate the opportunity to review your samples to determine if there are any issues with our products or if there might be a problem in the workflow involving our products.
Kind regards,
G.
We take great pride in our customer service. In this specific case, we proactively addressed all questions via email just moments after they were received. It seems that the comprehensive response led the customer to avoid further contact and instead leave this unwarrantedly aggressive feedback. We hope to continue improving to prevent similar situations from occurring in the future.
