Posted by Anonymous
I ask a question on live chat and they send me to a site to pay for an answer. That is ridiculous. When you pay for a service you shouldn't have to pay for customer service. You just lost a lot of respect from me.
Topaz Labs customer service reviews
Read the reviews below to see the experience other people have had when dealing with customer service from Topaz Labs.
01
Jul
08
Dec
Posted by Anonymous
I purchased the bundle that recently went on sale but found out soon after that my husband already owns it. So I tried to cancel the order via email. No response! I tried searching for their customer service number, and found (972) 499-1061. Tried calling it but either got a busy signal or a message that said the number is not a working number! This is very frustrating and irritating! Had I known, I would NEVER have bought this product!!! Very POOR CUSTOMER SERVICE BECAUSE IT IS NON EXISTENT!!!
01
Dec
15
Jun
07
Aug
Posted by Anonymous
I want to purchase a download for Topaz Lab Sharpen a1 AND i CAN'T get a telephone No. for Topaz Labs --All I can get is a JUST ANSWER website asking for my credit card number and for a fee for JUST ANSWER to provide me a link to Topaz Labs. I can't get a tele. no. for Topaz Lab Suport without dealing with JUST ANSWER, so I guess we can't to business
18
Jan
Posted by drancm
Topaz Labs makes great programs for photography and has very good tech support via their web page.
Sometimes it takes multiple support contacts to actually get something fixed, even if they do respond rapidly to these e-mail based request after opening a case number. They don't get back to you to let you know if they have fixed the problem with a new version so you have to keep testing the issue with each new release.
Also, they arbitrarily change the User Interface, often for the worse, taking out a feature that took lots of requests from beta and regular users to implement in the first place. Worse yet, these interface features have to be re-invented for each product, because the teams that work with a particular program do not seem to pay attention to or even know about the other programs. This suggests that there is no one who overlooks all of the products, or at least classes of the products such as all of the AI based programs. The result is frustration for users and a huge waste of the companies programmers as well as users.
Whoever is in charge of User Interface does not appear to know some very basic, established facts about User Interfaces. One example is Consistency. There should be a uniformity across related programs. For example in AI programs Preview Size ranges from 100 to 400 percent, and only one of the programs has 50%, which should be standard in all of the programs. Many of these issues are very simple and do not require tons of extra programming.
I wish I could talk to someone at the company who would be willing to listen to some simple suggestions, which would undoubtedly improve all of the programs and reduce the cost of wasting time and money reinventing the wheel for each program.
In general the programs are excellent, and the Topaz Labs are generous and treat the paying customers far better than almost any other company. Most upgrades are free even when version numbers change from 1.0 to 2.0 or even 3.0 etc. You can't ask for better treatment than that when it comes to upgrade pricing.
08
Aug
Posted by Anonymous
Terrible customer service. No phone number. No response to email. I've trying to buy their product and can't because I have an account, lost my pw and have been waiting > 3 hours for my pw because they don't don't have a guest checkout and won't let their existing customers buy more unless they login to their account. TERRRIBLE. As all posts mention, their customer service sucks. There software is good but not that good. I'm done with them. Walk into a purchase with your eyes wide open because the pain will come and there's nothing you will be able to do about. Make sure you buy on a CC so at least you have a few days to reverse the charge!
21
Dec
Posted by Heath with Topaz
Hello,
I know many people have left comments as to whether or not Topaz is going out of business, i'm one of the 11 people that work in their office and i can assure you thats not the case, we're a small team so we do our best to reach out to people having issues as quickly as possible. Our normal ticket response time is within 2 business days.
We don't outsource our support overseas, every person that works for the company is located in our office (except for Greg who goes to tradeshows), We also don't use automated robots, every ticket you get an answer to was sent by a live person. However because of volume we've gotten a bit behind on support tickets. We have about half the office going through support to try and keep to volume down, however please keep in mind we're roughly 4 to 5 people handling hundreds of requests a day. Your patience is much appreciated.
However we do have many resources to help you get solutions to your problems without having to submit a support ticket. You can visit our help center and search for your problem to get articles and step by step resolutions to many of the problems we see.
https://support.topazlabs.com/hc/en-us
You can also visit our forums and talk with other users, and search for issues you're seeing to see how they are resolved, we have a great community of avid users who also moderate the forum and have dealt with these issues before: http://discuss.topazlabs.com/
If you ever need to get the latest version of a plugin you own, you can always download it here: https://www.topazlabs.com/downloads Remember updates to products you own are always free. :) We've also recently updated the complete collection installer with all the products and their latest updates. So if you own all of our products, thats the best solution. Just make sure when you're installing that you have and host applications (photoshop, lightroom etc) closed or the plugin might not install for that application correctly.
Overall just remember, there are many sites like this that people go to to look for support, so many we can't possibly monitor them all. We are again, only 11 people. But we have resources available for you to help if you know where to look. I hope this help you all moving forward. If you ever need to reach us you can always email to submit a ticket and we'll be with you ASAP.
12
Nov
04
Nov
Posted by tab7778
I found the same problem with this company--I saw what I thought was a great product at a PhotoPlus Expo in NYC Oct 19, 2016. They have no brochures "We are a green company", no business cards either. I suppose I should have gone with my gut, but, I went home, found them & bought InFocus for Lightroom. I must have installed, unistalled & reinstalled 4-5 times before I asked for help from customer service. Took them 2 days to get back to me (no phone numbers, and they mention that on the site), and they tried to give me a fix for my problem. That didn't work either & I messaged them for a refund on monday, tuesday, wednesday then Friday--nothing. Until I called my credit card company. It took about 45 minutes after I called my CC company and I got a refund right away. Basically, buyer beware.
07
Oct
18
Sep
18
Sep
Posted by Anonymous
I've been trying to use the Remask5 promo code to purchase this, but get no where....when I try to purchase it from your website, it just wants to charge me the full retail price....somehow in moving around in your site I downloaded a Remask copy, I can't tell whether its the Free Trial or paid , and I don't want to be charged for it before I try it...Anyway, I'm frustrated, and don't know what to do next.???? Frustrated
15
Sep
23
Jul
Posted by crpaulk
Topaz should be avoided regardless of the product. There is no phone support and they do not respond to "support tickets." I just entered my second support ticket because they didn't respond to the first. The fast talking rep at photoshop world makes Topaz look like a winner, but the lack of support is a deal breaker for me. I have used MACBOOK PROS for many years now and even though they are one of the largest companies in the world, I can pick up the phone right now and get a live person on the line. I am guessing Topaz is computer run so there is no way to work with them to get anything resolved.
29
Oct
Posted by rocketman252
Topaz has great products. To bad the customer service is beyond bad - you are just completely ignored. No way to get ahold of the company, just a computer on the other end that sends automated messages that say"do not reply". I lost my password and every time I try to change it nothing happens. I have written four different messages to customer service - no reply. I have never seen a company with such non-existant customer service. There are no humans - the company is completely automated and I guess they don't care about anything once they have your money. They don't even seem to be concerned when someone can't buy their product no matter how hard they try. Lose or forget your password and it's all over. This is really a maddening situation.
18
Sep
02
Sep
31
Jul
16
Jul
Posted by Anonymous
Your help is nonexistent. I consider this a fraudulent website, and have notified my credit card company accordingly.
My software does not download.
It is difficult to avoid using profanity. The fact that you have to make such a request shows how lousy you "customer support" is, and the natural reaction of your customers.
14
Jul
08
Jul
14
May
13
May
Posted by Anonymous
I called the customer service number listed - constant busy - VERY POOR
I called the number I was given for webinar, but had to miss. The line
I reached kept repeating the webinar had not yet begun THOUGH I was
an hour late - VERY POOR
I wanted to hear the webinar on photo sharpening, but missed it - medical emergency. I was exactly 1 hour off.
