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rikk08
rikk08
Participant
October 10, 2019
Question

My complaint to Adobe

  • October 10, 2019
  • 2 replies
  • 163 views

Sorry if I'm posting in the wrong place - could not find the link to file an official complaint.

 

Long story short - I had an issue with my Creative Cloud which wasn't syncing on my PC. I contact support, they took over my computer and after 3 hours of uninstalling, updating windows and changing settings the support guy moved the cloud location from A: (internal ssd) to C: (main hdd) and it worked. He then deleted the old cloud files and settings that he had changed. The next day I woke up to work and I realised my Premiere Pro Pojects which were stored on the cloud were those of 3 months ago so basically he had overriden the Project for an old cloud image from 3 months ago. 

 

Fast forward 2 days later trying to get to higher level support teams, several hours worth of phone calls (I'm talking over 4 hours on the phone with at least 4 different agents - and other whom hung up on me) after messaging several times on live chat, email and FB of my case being escaleted to ASAP (yet it took them over 14 hours to call me back) I get notified that my files are lost forever, cloud does not do a backup image of their files and there is nothing that can be done.

 

In compensation I got one free month of subscription LOL in return for 3 months of lost work on SEVERAL projects. 

 

Sincerely thank you Adobe I have never felt so let down and dipressed in my whole life. I have to start everything from scratch again after losing an additional 3 days trying to get in contact with you. After this month I'm cancelling my subscription and seeking alernatives.

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    2 replies

    Peru Bob
    Community Expert
    Peru BobCommunity Expert
    Community Expert
    October 10, 2019

    Schofield's Second Law of Computing states that data doesn't really exist unless you
    have at least two copies of it.


    If you only have one copy of something, it's a bit like Schrödinger's cat. Is it alive or dead?
    You have to look in the box to find out. In the same way, you'd have to load your single copy
    of a file or database to see if it was "live" data or corrupted (dead) or had simply
    disappeared. (Perhaps you deleted it by mistake or forgot where you stored it.)
    Ideally, you should have at least three copies of everything, preferably on different media. It
    is a good idea to store one copy in the cloud, as then you have data "off premise" --
    buildings have been known to flood or burn down -- as long as it's not your only copy.
    Having three copies means you can do file comparisons and therefore check if one of them
    has been corrupted.

    Bernd Alheit
    Community Expert
    Bernd AlheitCommunity Expert
    Community Expert
    October 10, 2019

    Next time you should backup your project files.

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