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Inspiring
December 20, 2023
Answered

Adobe Support - Clarity? Misinformation?

  • December 20, 2023
  • 2 replies
  • 445 views

This is an issue with online documentation and support from Adobe. Four points - all of them important. I am listing it as a “bug” for reasons which may or may not become clear.

 

Adobe commits to providing support to its paying customers via phone, chat, and forums.

 

The official support link for Premiere Pro is online here:

It offers:
- a search box that returns links to online documentation
- direct links to online documentation
- links to this forum
- link to "real help from real people" chat


1. Why is the contact info for phone support (one of the 3 contact options Adobe promises) not listed by on this page?

 

2. The link to "Contact Us" ("Real help from real people")  opens an Adobe Personal Assistant online chatbot. This is misrepresentation.

 

3. This forum is listed as an official “contact option” - how do I “contact Adobe” here in this forum?

 

4. But there is further ambiguity here.


Adobe claims this forum is a way to contact Adobe (here, for example, is the "contact us" page). Fergus Hammond hailed this forum as a way for Adobe to “track and respond to feedback” in November 2022. Kevin Monahan however clarifies that “The Discussions forum is for user-to-user interaction.”

Here’s my point: if different sections of the forum (Discussions, Bugs, Ideas) play different roles, this should be VERY CLEAR to anyone arriving at these forums - and particularly those arriving here expecting to “Contact Adobe”.

 

R.

 

@Fergus H 

@Kevin-Monahan 

    This topic has been closed for replies.
    Correct answer Kevin-Monahan

    Hello @Remote Index,

    Thanks for the post. I hope I can help you, however, I don't think the product team can address the first few issues you mentioned. These are mostly support management matters.

     

    As far as providing information regarding if a forum is monitored by product team (Bugs and Ideas forums) or is strictly user-to-user based (Discussions) being less ambiguous is a good point. I can make a post about that. Thank you for the suggestion.

     

    The decisions the support organization have made along these lines deserve to be reviewed from time to time. These are issues I will bring up with my managers.

     

    Thanks,

    Kevin

    2 replies

    Kevin-Monahan
    Community Manager
    Kevin-MonahanCommunity Manager
    Community Manager
    April 2, 2024

    Moving to Discussions. I will address your support management issues internally.

     

    Thanks,
    Kevin

    Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
      Kevin-Monahan
      Community Manager
      Kevin-MonahanCommunity ManagerCorrect answer
      Community Manager
      April 2, 2024

      Hello @Remote Index,

      Thanks for the post. I hope I can help you, however, I don't think the product team can address the first few issues you mentioned. These are mostly support management matters.

       

      As far as providing information regarding if a forum is monitored by product team (Bugs and Ideas forums) or is strictly user-to-user based (Discussions) being less ambiguous is a good point. I can make a post about that. Thank you for the suggestion.

       

      The decisions the support organization have made along these lines deserve to be reviewed from time to time. These are issues I will bring up with my managers.

       

      Thanks,

      Kevin

      Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
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