How Do You Get Adobe To ACTUALLY Respond to These Posts?

Forum|Forum|7 years ago
June 12, 2018
2 replies
407 views

There is some confusion and possibly a bug with the "Creative Cloud Files" "Screenshot" function. Questions have been posted as far back as 2016 regarding this. There was a totally non-responsive followup by an Adobe person named "Shelly". Requests to actually respond to that post over two years have been ignored. I posted one last week which was promptly moved to some obscure corner of the forum and ignored. Both the useless Adobe "chat" and "Customer Service" phone line lead to those "foreign answer desk" functions populated with people who don't have the slightest idea what they're doing. I spent an hour with each this afternoon and they both ended up telling me that these forums are the ONLY real resource.

What do paying customers have to do to get Adobe to actually provide customer service?

This topic has been closed for replies.

T

Test Screen Name

Legend

I think your problem is expecting technical help from Adobe. They give up that responsibility to the forum volunteers.

I just downloaded the Creative Cloud app to see if I could help with this. It asked if I wanted to turn on screenshot sync the first time I ran it. I said yes. It worked. Don't know if that helps. Just needed access to the Camera Roll.

rus5Author

Known Participant

Thanks again for the response.

The problem is Adobe claims it DOES provide technical support on chat and phone. But then chat and phone literally (I am not making this up - I mean LITERALLY) just told me on both chat and phone that ADOBE ONLY provides technical support on these forums. That is Adobe explaining Adobe policy directly to a customer.

Thank you for trying this out and reporting on your results. That is very helpful. (did that sound sarcastic after hearing me complain for several posts? I’m sorry if it did. I don’t mean it that way, it really is helpful). It isn’t working at all for me and I’ve checked and double checked all the preferences on these damn devices (including Photo access). Since my earlier post my girlfriend who also hasn’t been able to get this to work for several days either actually DID get it to work one single time. Then nothing.

What would be extremely helpful would be if Adobe would respond so I could find out if they’re seeing a server problem or getting other “intermittent” reports or have some bug in their software. But as I said...

Anyway, you, and my girlfriend at least once are seeing it work. Both helpful clues. Again, thanks.

Sent from my iPhone

T

Test Screen Name

Legend

This is a user to user forum. You may hear from people who know their stuff, but if you want to talk with Adobe you must use Chat or phone. When Adobe people reply, it's just because they happened to be passing, it isn't a way to get a conversation or bypass the proper channels.

You might get great help in the forums. But not if you insist on a reply from Adobe, the experts will ignore you, out of politeness.

rus5Author

Known Participant

Thank you for your response but what you're saying is utterly amazing given the day I just had WITH Adobe phone and chat. As I stated in my post, after spending an hour with each of them they both independently ended up telling me they are not qualified to answer my question. They both told me the standard way and the only way to obtain technical support FROM ADOBE is on this forum. They eventually claimed they are not even trained to address any but the most basic questions. Your assertion that I "... must use Chat or phone." is, well, let's just say unrealistic.

FURTHER, I have already posted this question on this forum NOT addressed specifically to Adobe over a week ago and have heard not a thing in response.

Not only that, the question I'm asking has been asked on the forum starting back at least as far as 2016 and has simply been ignored by Adobe all this time. Other non-Adobe people have responded, mostly also asking the same question, never able to answer the question, so your "know their stuff' people seem to be on other chapters of this forum.

And it's not just me - read the post from the person a few hours ago who literally abandon his subscription out of sheer frustration with Adobe's support. And read the zillion other similar posts on this forum and elsewhere. There's no avoiding it - Adobe makes great products but has ABOMINABLE customer support.

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