Topaz Labs Customer Service

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.

LOL again. I tried Topaz Labs again. Right off the bat, the download was not the most recent release which required a second full download to update, and a second full install. The original download took about 20 seconds. The program itself handled the second download which took about 10 minutes. All this smacks of extremely poor tech skills. How can you not compile the most recent release and drop it into the download section for new potential users? Too lazy? Too incompetent? Their both just as bad. And how can the second download be that much slower? You release people are going through this to PREVIEW YOUR SOFTWARE TO DECIDE IF THEY WANT TO BUY IT? Hahahaha.

As for using the app I imported a file and chose to trim down a small clip for testing. The selection process was a HUGE disappointment. I've seen freeware give a far, far better selection experience. FREEWARE! This one is basically a slider you drag, and it is woefully imprecise. It's also slow and sluggish. It's also "mouse only" so you can't use the keyboard to help with precision. I saw no mention of key frames for selection either. On top of all that, it's limited to how small the selection can be. I really didn't want to pre-render 2 minutes of video, but that was about as small as I could trim to. Oh well.

Then the wait. And I waited. And I waited. In the meantime I realized the original preview window was cropped and not the full video. It was like "squared" off. And the resulting preview, once it finished, was also cropped into a square like the original. There was a BIG HUGE ARTEFACT over the end result, a watermark I guess but jesus it was huge and got in the way. Idiot devs.

Anyway, I wasn't able to export the result to see it outside the program so I closed it and uninstalled immediately. Very, very poor experience. I wouldn't own this for free, no way I'm paying hundreds of dollars for it. Honestly? Who is actually buying and using Topaz? As far as I could see from the preview, the resulting upscale I did wasn't any better whatsoever, just a little more contrast lol. Worthless.

The update I downloaded will not accept most files. Topaz immediately asked me to extract a couple of logs to forward to them, and showed how to do it. That was a fortnight ago. I've now e-mailed them three times and been completely ignored.

It wants me to activate. Then it says I have no license just bought it yesterday

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!!!

Just purchased your product and it keeps saying I am in trial mode and will not let me move my picture without a watermark I don't know why it keeps doing that and it keeps asking me to sign in and the password I sign in with it says it's the wrong password

I purchased their Sharpen AI software a year ago. It is a pretty good tool for an amateur photographer. However at the one year anniversary, an upgrade tab appears along the top of the App, and basically forces you to upgrade for $36 or reactivate your existing license, the latter which I tried to do, but nothing happens and I am still blocked from using. I have sent several emails to the company, but no response. Very frustrating, am unclear if they are trying to force me to pay for an upgrade by withholding a service I've already paid for (And to which they make clear in the FAQs is mine to use in perpetuity). If I don't get a response soon, I'll pursue a legal remedy as I have a law degree, though don't usually use it.

Terrible customer service and they take a long time to respond to my chargeback request. Will not be dealing with them again.

They had good well engineered product destroyed by poor crap sense of customer relations, abusive most of the time,
I've decided to end my relationship with them at a date certain in the future.
The problem too many of these companies want to keep charging for the same old book with minimal improvements, but they're not able to compete in the Pro photoshop space.

Topaz accidentally charged me twice for a product, so they agreed to refund me. They provided me with two options to refund. I chose an option and then - silence! They've ignored me ever since and refused to refund me!

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

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.

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!

Unable To Reach A Live Person To Help Me Order 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.

Dificult to contact; difficult to resolve issues. I am trying to down load products with no success.

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.

Topaz shuts down a few seconds after opening. I contacted customer service and received an automated reply that did not help. I contacted them again through their ticket system - no reply. I opened up a new ticket complaint to complain about nobody replying to the previous ticket. Again I received the same useless automated reply. I then informed them that I was deleting their product. Disgusted.

Customer service is non existent. Eight days ago I asked a question and have had no answer.
Now, despite the fact I paid for Topaz Clarity, the license key is not working. I transferred all Topaz plug ins I have bought to a new computer and Clarity is not working.
I need help now, not in a week or more

Tech support does not respond to ticket help requests. Sorry I bought the software

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

Shocking customer service .
I want a refund .
It said on the website if I am not happy for any reason we will refund you no problem.

But you can't get a hold of anyone

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.

Yup, they're thieves alright. I've contacted several people who have been burned by them. It is being speculated that they are going belly up, but are going to get as much money from unsuspecting people as they can before they go down.

They are still advertising their "fine" products however, and if you're on their email hit list, expect notices for their webinars and adverts for their software.

Please avoid this company and tell every photographer you know to do the same. And, if you have bought anything from them recently, contact your bank card to dispute the charge.

I bought their Impressions software last week. It did not work, will not open. I followed their instructions.
I contacted them that day and it has been seven days without them answering me. I have written to their support ticket department twenty times. Still they don't answer. All they do is send back the form that says my ticket has been received.
I will never buy another thing from this company. I have a dispute going through my bank to get my money back.
BUYER BEWARE !

I have been using Topaz plug-ins for a long time with complete satisfaction. However, I would like to make some suggestions that may be applicable to future upgrades. I believe that they would further enhance an already superb program.

1. It would be very helpful if the name of the preset used were to appear in the layer that is generate when I complete my manipulation in Topaz. I usually try several presets before settling on the one that I like. By that time, I will hyave forgotten its name. An automatic record of the last preset used in the layer would be great.

2. Again for a future upgrade, it would be extremely helpful if TopazLab Adjust 5 were to monitor the name of the various presets used. I usually take several snap shots of them. When review them, there is no name attached to the idividual snap shots. In this case also, it would be great if I could see precisely which preset generated the snap shot. I suppose I could write all these down as I go. But in a program as sophisticated as Topaz, thatg should be necessary. I would like to read about your response to these suggestions. Thank you. Gilbert C. Pogany