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Sorin Jurcut
Sorin Jurcut
Known Participant
January 31, 2014
Question

How is it possible for Adobe Support to be so bad ?

  • January 31, 2014
  • 3 replies
  • 8622 views

I mean really ! For a multi billion dollar company, support is worse than Microsoft ! And that speaks heaps !

I had the worst customer experience throughout the day with people that have no grasp over the english language and moreso, no technical skills whatsoever ! None managed to understand my problem or fix my issue. I am aware they are pade minimum indian wage, but since a regular CC subscriber pays a hefty 50 bucks a month, the support is supposed to at least be faking like its helping ! I know how bad support is because I've worked for a software company myself and the people that ended up in support usually went there because they couldn't find anything better at that time. And they generally had really bad technical skills too.

Getting to the point of it all: By means of this ordeal that is Creative Cloud, I've come across a very frustrating bug. A bug that makes Creative Cloud Desktop app think its another PC. basically if I sign into the desktop app and the open Photoshop, PS tells me that it needs to be activated and while doing so, hits me with this beauty

so I go ahead and sign out of Creative Cloud and close Photoshop. Then go ahead and start Photoshop again without signing into the CC desktop app. Lo and behold ! Activation Sucessfull ! Sign back into the desktop app, close Photoshop. Open Photoshop back again. BAM, same screen you just saw up here. I have to mention that my CC is being used in 2 places. At home and at work. At work while i'm writing this the laptop's closed. So the only logical conclusion would be that CC desktop = 1 new pc. Either that or Photoshop is seen as such.

Given the great amount of NO HELP that i got from support I concluded that I will be dropping the sub first chance I get, after getting CS6. I am one of the biggest Adobe fans, and used Photoshop starting with version 6 all the way to CC, and even dreamed about working for Adobe, but I am getting tired of how badly the software is starting to be. And seriously Adobe, hire more competent support personell, that is preferably not indian. I don't have anything against them as a people, but those that work at support are just as bad as the jokes say they are. Disappointed all the way. Wonder if anyone else feels the same or experienced the same bug as I did...

    This topic has been closed for replies.

    3 replies

    Sorin Jurcut
    Sorin JurcutAuthor
    Known Participant
    March 15, 2014

    2 Weeks right about now since that steve fella promised me to take care abou the problem. Have sent him a private message with requested information. Nothing, not even a f*** you. Meanwhile, I've noticed that my issue has been closed. That's how adobe washes its hands of the subject. Pretty awesome !

    Sorin Jurcut
    Sorin JurcutAuthor
    Known Participant
    February 1, 2014

    I've managed to find out the root of the problem after a lot of careful and repeated usecase testing (I have worked for a development company before as UI designer and continue to do so, and some habits just stuck with me ) ).

    The way the licence bug reproduces is as follows:

    You got 2 pcs both activated. On either one, you are doing development of App Extensions with this : http://labs.adobe.com/technologies/extensionbuilder3/ and have it installed in Eclipse.

    If Photoshop is NOT opened up when you are trying to debug or run your extension in Photoshop, to test it, the plugin/eclipse does that for you. Unfortunately, that's when the licence system kicks in and tells you that you have reached the max amount of activations.

    Now you might think this is because of the plugin. You would be wrong. The only thing that the plugin does is invoke a instance of Photoshop. If the licence system would be written properly, it would detect the fact that you're running the same Photoshop as before, so a new activation is not required. I'm curious wether or not an Adobe employee is going to submit it to the bug tracker.

    Cheers guys, and as heads up: If you're writing extensions, make sure to have Photoshop running when you're doing the testing, to avoi situations like this.

    Trevor.Dennis
    Community Expert
    Trevor.DennisCommunity Expert
    Community Expert
    January 31, 2014

    I can see that would be frustrating, and while CS is none too flash on the best of days, that's exactly the sort of issue they should be able to field and answer.

    The thing is, those people are not Photoshop or CC experts.  They work from Expert Systems, and cover the >30 applications in the CC, plus all those that are not.  It would be a huge ask to expect CS to be truly expert in all that, plus I have a strong feeling they handle more than one call at the same time, so you get long delays.  Yes it really is not good enough, and you'll get no arguments about that here.

    OK, to your problem.  I'm going to suggest that you try a parallel thread on the CC forum, because there are Adobe staff there (proper staff, not call center staff) and the staff people on the CC forum are really good with your sort of problem.

    Good luck

    http://forums.adobe.com/community/creative_cloud?view=discussions

    Sorin Jurcut
    Sorin JurcutAuthor
    Known Participant
    January 31, 2014

    Thanks a lot for the link. I'll look into it and try to see if I can get this across. Its been such a long day for me with this whole thing and I'm really really disappointed in Adobe as a company for bringing out such a crummy product.

    And btw: this issue is not necessarily related to all other CC apps, but rather only to the activation part, which from my understanding is a pretty bad one that rears its head ever so often around here.

    Trevor.Dennis
    Community Expert
    Trevor.DennisCommunity Expert
    Community Expert
    February 1, 2014

    OK, but very few of the regular posters to this forum have problems with the products.  I have a full CC subscription on two systems, and it works flawlessly.  We tend to see people with older systems mainly with problems, but also with updates like Mac 10.9 and Windows 8.1

    When you start your thread in the CC forum, tell them what operating system you are using, and a bit about your computer specs.  The more information you provide, the better folk will be able to help.  I am certain they will sort out your problem - so long as your system specs are OK, so the end is in sight.

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