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yerbamansa
Participant
March 23, 2019
Answered

Adobe technical supports sometimes refuses to answer "how to" questions on Adobe Premiere Pro CC

  • March 23, 2019
  • 3 replies
  • 738 views

Adobe technical supports sometimes refuses to answer "how to" questions on Adobe Premiere Pro CC, telling me that they are not trained in Adobe Premiere Pro and that they don't have to answer any "how to" questions. How can we remedy this?

I have a Creative Cloud subscription and sometimes I am stuck using Adobe Premiere Pro CC 2019.  The Adobe "help" videos and tutorials are usually not very helpful.  When I call for advice, sometimes a Technical Support person shares my screen and helps me solve the problem.  At other times, a Technical Support person tells me that he does not have to answer "how to"  questions (even though that is a category in Adobe Technical Support), and that he is not trained to know anything about Adobe Premiere Pro!  When I ask for a Supervisor, sometimes the Supervisor reluctantly shares the screen and helps me solve my problem, sometimes not.  The Supervisor refuses to let me contact whoever is in charge of Call Center policies.  I would like this to be resolved by Adobe as soon as possible.  When I call technical support for a specific issue, such as using a tool, I don't want to be told that they don't provide technical support.

[title edited by mod]

      This topic has been closed for replies.
      Correct answer excited_Genie16B8

      You might be expecting too much.  Technical support is not the same as a training center.

      If you want to know how something works, read the manual.  Hit F1 with PP open.

      If you're asking about creative techniques, you can ask here in the forums, or search the Internet.

      3 replies

      Y
      yerbamansaAuthor
      Participant
      May 26, 2019

      The question has not been answered. As I stated, Adobe technical support staff sometimes shares the screen and helps me with a discreet problem that I am having with Adobe Premiere Pro.  Technical support staff has helped me with small, particular problems--not full on training sessions--for over ten years. This is the "how to" type of technical support which has been offered for many years.  The main function of technical support is to solve "how to" problems and then move on.  Most Adobe technical support staff share the screen and provide technical support. i'm talking about the technical support staff who refuse to provide support, making me hang up the phone, and then call again to get somebody else.  It is only in the last year that I have had technical support staff who refuse to do their job.  "How to" on particular, discrete issues  has historically been provided by Adobe, but now some refuse to do this.  Technical support has always meant help with how the product works, not just downloading or other infrequent types of help. 

      E
      excited_Genie16B8
      Legend
      May 27, 2019

      The main function of technical support is to solve "how to" problems and then move on.

      I would disagree with that philosophy.  Training exists to show you "how".  Tech support exists to help you fix it when the "how" isn't working.

        Y
        yerbamansaAuthor
        Participant
        June 10, 2019

        My comment is still not answered, and I hope someone can address this issue.  You need to read my post, which states that I have had tech support from Adobe off and on for the last 10 years.  This is something new.  Sometimes reading the manual and watching videos which don't address the specific problem are not helpful.  That's why there is tech support--to not get a training session, but to help with a specific problem. 

        R Neil Haugen
        R Neil Haugen
        Legend
        March 23, 2019

        Jim is right, they are Technical Support. Meaning if there is a problem getting the app working with your hardware and specific media.

        What you are asking for is training support, not even close.

        These forums, and subscription places like lynda.com/linkedIn Learning are good places. Some Vimeo and YouTube channels have decent free stuff, many have some useful information amongst garbage and bad advice.

        So ask away here. But paying a monthly subscription for a couple months of intensive study and work on tutorials with sample projects included as Lynda.com/linkedin Learning has would save you immense time in the long run.

        Neil

        Everyone's mileage always varies ...
        E
        excited_Genie16B8Correct answer
        Legend
        March 23, 2019

        You might be expecting too much.  Technical support is not the same as a training center.

        If you want to know how something works, read the manual.  Hit F1 with PP open.

        If you're asking about creative techniques, you can ask here in the forums, or search the Internet.

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