Thanks for the reply, but as a new user of Topaz Labs products this is frustrating. I bought these products to be efficient, not to help Topaz Labs iron out basic issues like installation.
Like with any software vendor, the onus is on Topaz provide proper support with timely response to support tickets (i.e. not two months later) and timely fixes to issues and bugs.
Without knowing any better, is this the nature of the beast with Topaz Labs?
I am not going to make excuses, however you really need to check all sorts of things, especially if you are a Windows user, which I suspect you are. There are often problems with GPU drivers for example, so that is why you need to get advice on the forums I specified.
I am a Mac user and have never had a serious issue with any Topaz product.
Yes, I am on PC.
Is there any indication of whether Topaz Labs is going through upheaval of some sort? I can’t understand why their support took two months to reply to me without some some of justification. My experience with Topaz Labs so far makes me hesitant to make their products part of my workflow.
By chance, I raised a support ticket with Topaz on Sunday and had a reply today. So you must be especially unlucky to have had to wait two months.
Besides, if you are not prepared to follow my simple advice and post on the threads I suggested, then I am not prepared to help further.
I find it amazing that you all think you should get upgrades for life, that is simply not a sustainable business model - Topaz has to pay their people and stay in development mode to keep the business going. If they went to subscription mode, that would be a problem for me.
You have the choice to keep using the program you bought until your computer no longer supports that version. So you buy a new computer, then expect Topaz to maintain compatibility with a new computer and keep on developing for the new systems - without receiving pay for that work? Would any of you work for free?
They have the right to change their terms just like banks and any other businesses that do it all the time. You have the right to refuse to buy. End of.
You must be one of the chosen ones to receive the white gloves treatment from Topaz Labs. It has taken a minimum of two weeks and up to over two months to receive replies to any of my support requests. In any industry, that’s egregious.
Besides, if you are not prepared to follow my simple advice and post on the threads I suggested, then I am not prepared to help further.
It appears that you’re married to Topaz Labs – and that’s fine. For me, I bought a bundle of tools with the expectation that they are mature tools that I could be productive with. Instead, I couldn’t even install one of them and others stopped working after installing updates. I’m not interested in and don’t have time for inconsistent, shoddy products or support. I make my living producing visual content – not providing beta testing or jumping into a forum treadmill.
The latest version of Gigapixel AI does not display the correct pixel dimensions of JPGs and freezes on export – two very basic functions of the software. After waiting two weeks for Topaz support to reply (without a solution, but acknowledging one of those issues), I downgraded to version 5.7.3 and was able to complete the project.
But that’s it for me and Topaz. It’s been such a poor, frustrating experience.
Buyer beware for anyone considering their products.
The company can change its model all it likes… they must also fulfill the term of the agreements for purchase established on different terms. People need to stop complaining that paid upgrades are fair when they where marked and sold under different terms. A company has no right to change the terms of the purchase after purchase.
