Reporting X4 bugs to Corel

[OldRadioGuy]

Maybe I'm wrong, but it appears to me Corel has made it virtually impossible to report bugs without paying for some kind of support. After buying PSPX4, I wanted to report a bug related to batch file operation of plug-ins.

I found the following:

1. Free support is provided for installation issues only for 90 days.
2. The only other support involves a payment by the user.

It appears the company has put up a firewall to user feedback to avoid paying people to investigate reports of bugs that should have been resolved in the development and beta testing stages.

Bob

[LeviFiction]

Two things:

1)Bug reporting is still free. I've had this discussion before with a Corel employee and she guarantees me that bug reporting will not cost you money. Fully admit I could be wrong but you won't know until you try.

2)There is a survey monkey link that you can use to report problems specifically about PSPX4 - https://www.surveymonkey.com/s/PSPX4

That link allows bug reporting, suggestions, opinions, so enjoy.

It was made available on the Corel Your Way site by request of the Development Team for PSP.

[Simone Corel UK]

@ OldRadioGuy

Of course, customers don't pay for reporting bugs.

I'm in Europe responsible for PSP and always keep it in that way that if a customer contacts me via phone and reports a bug, I test it at first and if it's a How-to question, then I offer paid support. If it's a bug, then I escalate it.

[OldRadioGuy]

LeviFiction and Simone,

I have already tried the SurveyMonkey link, and I received no reply.

Service in the UK may be different, but here's the process on the US Corel website:

First, you must sign in.

On the Your Account page is a support section:

Support Section
A. Access the Knowledge base
B. Support Cases
C. Contact Tech Support

Selecting Contact Tech Support takes you to the Contact Warranty Support Page

There you are told to obtain support, the product must be registered, your version must be supported, latest patches and updates installed, must have your Personal Identification Number (PIN) ready before you call any Support phone numbers and your product must have been been purchased within the last 90 days.

Then the page tells you to:
1. Search for answers in our Knowledgebase (redundant, because we got that message on the previous page)
2. Talk to members of our community (this forum)
3. If you didn't get your answer, send an email
4. Speak to Support Representative

And then there's a button to buy one Time Priority Support for $19.95 (US)

If you click on the Send Us an Email link, you're taken to a page with drop-downs and the Product drop-down does not list Paint Shop Pro X4 among the products, nor is the Description box set to accommodate a large message containing full details of a problem.

The Corel help system on its US web page is poorly designed, extremely convoluted and not user friendly. After going through this process seeking solution to a problem, one could conclude the help system is designed to reduce the number of telephone calls for technical assistance.

Bob

[LeviFiction]

Right now you won't get a response from the bug report on Survey Monkey. Though I understand they hope to fix that after SP1, we'll see if it happens. But that goes directly to the development team and not through Tech Support.

And the site is just as horribly designed for UK as it is for the US. Only thing to do is make the call, they can't randomly charge you after all.

[Simone Corel UK]

@OldRadioGuy

We refund an order if somebody has placed online a priority support incident, not knowing it's a bug what he reports.

You can also use this forum to describe a problem in PSP. It might not be a bug but only a problem on your system. Other users will test it and Abiel always forwards problems to us to take care of it. I myself have a look here from time to time to filter out problems.