How do I get a callback? Two failed callbacks, four broken promises for a callback from agents.

Forum|Forum|1 year ago
October 18, 2024
3 replies
1025 views

I've been trying to get help for an ongoing issue with Lightroom Classic since August, where the wrong images open in the Develop module. I explained the issue to two frontline support agents, who couldn’t resolve it and escalated it to the 2nd-level/tech team. I was asked to send my catalog file, which I did.

Unfortunately, support has been frustratingly inconsistent. One callback never happened, and another occurred at the very end of the time slot. The agent apologized, saying they didn’t have enough time to review the issue. Then Adobe closed the ticket without notifying me while I was traveling. I had to ask frontline agents to reopen the ticket and schedule a callback. Both times they promised, but no callback followed.

On a third occasion, the callback promise was kept, but I never received a confirmation of the time slot. When I was out for a walk, the 2nd-level agent promised to call back within fifteen minutes after I returned. I rushed home, updated Lightroom, and waited—nothing for over an hour. I contacted frontline support again, and they assured me I’d receive a callback within an hour. Yet again, no callback. Screenshots attached for reference.

This issue has dragged on for well over a month. I have a half-terabyte catalog of 16,000 concert photos that I spent two days rating and culling. Many of my selected keepers open to the wrong image in Develop, and even exporting results in the wrong image.

What do I need to do to get a callback in this town?

Others

This topic has been closed for replies.

I

IrateAuthor

Inspiring

Adobe missed yet another callback window lasting three hours just now.

I

IrateAuthor

Inspiring

I gave Adobe one last chance. On Friday an agent promised a callback on Monday in a four-hour timeslot. Long sad story short: they didn't call. This is despite me chatting twice with agents during the callback window, and telling them I will cancel my entire Creative Cloud subscription.

I just cancelled my subscription which has been running for almost eleven years. Now I have a busted catalog of 16k concert photos I need to cull and edit again, but it will be using a competitor's product.

I won't miss buggy and slow LR, and I certainly won't forget how badly Adobe treated me.

kglad

Community Expert

for app related questions you should be asking in the app-related forums where you've posted before. or did you already ask this in the lrc forum?

and after contacting adobe support, you may have an open ticket. you can check that https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

I

IrateAuthor

Inspiring

I did, I linked to the forum post I made in September in the OP regarding wrong images showing up in Lightroom Classic Develop module. Two people kindly suggested help, but they didn't resolve the issue. I have opened a ticket and I can see it open in my account page - that's not the issue. The issue is Adobe missing promised callback windows.

They just missed the third callback request. Now I waited for another two hours after they promised to call me. A total of five hours waiting for Adobe to call me like they've promised. I know, joke's on me.

This is unacceptable. I pay a lot of money for Creative Cloud, and telling a paying customer they're going to call back five times and not following up on that isn't how Adobe retains customers.

kglad

Community Expert

to be kindly, adobe support isn't the best. i really think you'd be better of re-posting in the lrc forum or googling your problem:

site:adobe.com incorrect images open in lightroom classic develop module

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