Corel does NOT support bugs!

[sixit]

Corel does not offer support for bugs in its software unless the customer pays. This is an OUTRAGE!

[Ken Berry]

While just about all of us would agree that it is indeed an outrage, first it has to be determined that it is a genuine bug i.e. something that can be repeated across a number of systems. However, apart from your outrage, you have told us nothing about what has provoked the outrage (apart from the cost involved). Perhaps if you could explain your problem a little more, someone here might be able to help. That's what the forums are for, after all...

[sixit]

Hi Ken,

This forum is not an acceptable substitute for support from Corel. Nor is this forum a pre-screening for bugs. I should neither need to use this forum nor pay for support from Corel for something that is a bug.

Thank you,
Robert Reese~

[Ken Berry]

On the pre-screening point, I would agree with you if you are meaning it in a formal sense. However, if you explained your problem and others here can -- or cannot -- replicate it, then it would at least be indicative of whether a bug actually exists or not. Then those here with email or other links to the PSP developers in Corel might be able to convey the information. I realise that too is hardly a satisfactory substitute for more direct links and action, but realistically, that is what we have.

And if others here cannot replicate your problem, they may at least suggest ways of dealing with it.

[sixit]

At this point, I am thinking of purchasing the premium support, chewing viciously up the chain of command until I get someone with an actual position in the company, demanding both a fix and a refund of the charges, and if they don't comply do a chargeback on the card. I'm not a happy person over this treatment by Corel of its customers.

Meanwhile, I worked around the issue by firing up Photoshop. I suppose that really should be my go-to program anyway.

Cheers,
Robert~

[LeviFiction]

I haven't dealt with support for a while. But for legitimate bugs they do refund you the ticket you purchased. It's part of the policy....or was. Again I haven't called for a while.

[hartpaul]

Does PSP run on a linux based system? So many "bugs" that we hear about can also be system based ones rather than an actual repeatable bug in the software, which for its price compared with photoshop does a great job. But unless sixit is prepared to elaborate and accept possible help or solutions, I have no sympathy for him.

[LeviFiction]

I only tried to get PSPX2 to run on Ubuntu using WINE, but it didn't work. So have no idea if it'll work any better now.

[hartpaul]

I asked that because with the limited information sixit is giving us, he seems to be running linux.

[sixit]

Does PSP run on a linux based system? So many "bugs" that we hear about can also be system based ones rather than an actual repeatable bug in the software, which for its price compared with photoshop does a great job. But unless sixit is prepared to elaborate and accept possible help or solutions, I have no sympathy for him.

hartpaul, I have no interest in your sympathy, and if you're condoning this poor business practice of Corel's then your opinion matters to me about as much as a blowfly's.

Regarding PSP running on Linux, the answer is no, PSP does not run on Linux with WINE or other emulator; the exception is PSP inside a VM running a version of Windows supported by PSP. However, I am not trying to run it on Linux; I simply chose that because it isn't any of Corel's business what operating system I'm using nor which drive is primary. That user data for me is bogus.

[sixit]

I haven't dealt with support for a while. But for legitimate bugs they do refund you the ticket you purchased. It's part of the policy....or was. Again I haven't called for a while.

The issue with that is that Corel already has your money and is the decision maker on whether the customer receives a refund. They have a strong interest in finding any way to keep that money once they have it.

The way it should work is for support to go through the process of working with a customer, and once a problem is discovered to not be caused by a bug but some issue with the user's system or the user themselves, go ahead and advice the customer that to proceed further the customer will need to purchase support or seek it in the forums or other internet location. This way Corel has a vested interest in actually squashing bugs and for customer satisfaction. The current system actually promotes unresolved bugs in the software, as well as a disincentive to fix them.

[LeviFiction]

The issue with that is that Corel already has your money and is the decision maker on whether the customer receives a refund. They have a strong interest in finding any way to keep that money once they have it.

Yes, it's true a company is interested in keeping your money. But if it's a support call, they have to help you. If it's a bug, they have to report it and give you your money back. Their greatest source of income is not support calls. It's loyalty to the program. Which is an incentive to fix the program, now bugs we hate may not be on their priority list but they do have to at least look like they care. So, until you have tried, it's all speculation as to whether or not they actually provide any real support.

Now, don't get me wrong. I agree that you should be able to call and say "hey I think this is a bug." And they should go "Thank you, we'll look into it." And be done with it. I agree. But it's not how Corel has chosen to go. It actually used to be how they did it, but everyone complained, and they didn't make the money necessary to support that kind of support. So they chose a new method.

But it is in their interest to fix bugs and accept bug reports. They just require an extra step.

So, your rant is accepted. But it solves nothing more than to rant about it. This is just a board of users helping users. And we are aware of Corel's record for fixing bugs.

Now, we have accepted the rant. Care to share the bug? Because you may be upset at Corel but those of us who use the program are very much interested in your issue. Either to help you, or at least help ourselves. We can even get someone to report the bug directly to the developers for free. We are a connected group.