Skip to main content
A
Anonymous
November 15, 2013
Question

Adobe:"NO COMPLAINTS PLEASE" Open Letter

  • November 15, 2013
  • 1 reply
  • 2738 views

Dear Adobe,

Like SO VERY MANY other people, I'm frustrated and angry with you. You make some of the best software, which is why we all tolerate your bad behaviour.

Your reluctance to improve only ADDS to our frustration: I've spent the last hour trying to make my voice heard. Unlike Apple and others, feedback is not invited, there is no place for complaints (other than the forums, where we just talk to each other), there's never a 'customer satisfaction survey' after any of the horrible interactions with you,  and it seems you just don't care that your over-complex, ridiculous, horrifically designed installation and app-opening/management processes are wasting the time of millions of PAYING CUSTOMERS.

Two nights ago I spent OVER TWO HOURS trying to get through to your 'Chat support' because one of your products I'm forced to subscribe to told me I had exceeded my activations on the max 2 computers (remarkable as I only have 2 computers). When I eventually got through, the girl at the other end actually said "have you logged in with your username and password?" Really Adobe? Do you have any concept of just HOW bad you are?

Like others, I work from customer premises on my laptop and can't always be ONLINE all of the time. Every other app I've ever paid for allows me to work wherever I like. But not you; you force me to go through online authentication every 12 hours. Really Adobe? I'm PAYING YOU EVERY MONTH AND YOU WON'T ALLOW ME TO USE THE PRODUCT I'M PAYING FOR WHEVER I LIKE? Seriously?

Updating any app I own takes a tiny amount of time, beyond the basic download. It's a background process. But we have to take a lunch break if we should be unlucky enough to trigger an update to an Adobe product; even the smallest downloads take forever to complete and take over our entire machine!

In this world of clean, simple computing, you seem like an ancient dinosaur. For example, just now I updated my flash because a popup appeared on my screen. By the end I'd actually had to experience 5 separate window interuptions to my work...FOR A SIMPLE UPDATE!  Honestly? Then, when it eventually finished, yet another window popped up telling me it had finished and that I might be interested in another Adobe product, which failed to appear.

How can you justify 5 separate windows for one simple app update? IT'S A MESS. And how about a bit of design continuity here!  I could go on and on and on.

It's obvious to us all that the people who design your amazing products, like Photoshop and Lightroom, can't possibly have even a passing association with the people who put together your horrorific, amateurish, nightmarish installation and app-management processes.

The fact that I have to post this here tells me your ears are CLOSED and your head is buried. But please, I beg you, let's stop this silliness now. Clean up your disastrous installation and app management nightmares. And don't tell your loyal paying customers where they can and can't work. We appreciate you want to limit pirated apps, but don't do it at the considerable cost of upsetting your paying customers.

We love you, but we won't much longer if you keep abusing us.

Big sloppy kiss,

Jonnny Doe

    This topic has been closed for replies.

    1 reply

    Claudio González
    Claudio González
    Legend
    November 16, 2013

    This is a user to user forum, not a way of addressing Adobe. There is no Adobe personnel assigned to answer questions here. And we fellow users cannot do anything about your problem but sympathize.

    Phillip M Jones
    Phillip M Jones
    Inspiring
    November 16, 2013

    The sad fact is Microsoft Office365, hs the same issue,

    The way It supposed its supposed to work:

    1. sign up.
    2. Pay for the service once a Month or once a year.
    3. Download
    4. Activate.
    5. Starting 30 days from activation you get a phone Home signal.
    6. If for some reason the connection to your  account is down*, then your supposed to receive periodically a phone home signal up to 4 days.
      (*as is typical for about 85% of the US at some point in the day)
    7. If a Phone home can not be received, then and only then you have to reactivate.
    8. Between those days Adobe/Mcrosoft should user the user leave the heck alone the User.

    Thisissue was Brought to day On the Office Answers by a College professor who bought Office365 has to go to his Office hook up, Activate, then go to his classes and teach his classes. He does this every day. It appears Like Adobe. You've go to have 24/7/365 unbroken connection as the Phone home siginal is constant between you computer and Adobe or Microsoft.

    I 've been saying on every forum I can say it ever since the idea It won't work Then Internet is not in good condition in about 85% of America. Majority of people that have Internet are still using POTS (Plain ole Telephone System), or DSL which is just souped up POTS.) Many like my on Cable system that have infastucter that was put in the 80's and hasn't been updated.  The only way Subscription will work is if Fiber Optic is made availble to every interstate, Highway, Bylaw, Road, Pig Path in the US.  It should as ubiquitous as the telphone. Then and only then will subscription ever work.  Companies will end up going through a period lose their ***, awil come crawling back to providing downloadable copies which do not have to have a monthly or daily activation signal.

    M
    MyCoalescence
    Participating Frequently
    November 16, 2013

    If you have complaint with adobe and cant find any where to do so contact the BBB (better business bureau). They will then contact you and adobe and try to resolve it.

    Adobe is rated as A-.

    Corel is A+.

    Microsoft is A+.

    Apple is A+.

    Quark is F. Lack of responce at all to bbb attemps to resolve issues.

    And many other software companies are not even listed because they have not registered.

    Agreed Phil. The problem with your analgy is im not sure how much infastructure cares about phone lines any more. Im a college student. I have never owned a land line in my adult life and am graduating college soon. I like many rely on cell phones. I agree with you 100% that having software verify regularly is a bad idea the way its being implemented. Instead of it being the day the compnay chooses to check it should be when you choose. Lets say where you work you dont have internet and yes there are places like this in the USA. My wife is from a tiny town of less than 1,000 people a place that DSL is the only internet provided there and only by 1 company and even then the infasructure does not support it and it drops alot. Then you could just force it to verify the next time you get to a decent internet signal. I live in a fair sized town aparment and my internet as yours goes down probably a few times a day and I have to unplug and replug my ethernet cable. The apartment has shared internet and this is part of the issue and I know its not just me as others tell me the same thing. Maybe when DSL becomes standard companies can try this approach but not yet. This is just the USA not counting any where else in the world.

    Customer service can be hit and miss. Consider that its actual people. I have done 2 online chats with Corel representatives. The first time they could not really answer my question maybe it was too opinionated of a question but instead of saying sorry sir that is and opion and we cant asnwer that they just kept trying to sell me a product after I said I wont buy till I get the answers I need. I think my question was along the lines of how does corel compare to adobes products. The persons name I could assume is forien. The second time I did which was yesterday I got what sounded like an American named person and all the answers I needed and they were very helpful and patient and didnt really try to get me to buy anything till I was satisfied with my several questions.

    In my last job I was at UPS. I was for a few months a warehouse clerk and most of my job was customer support. People would come in looking for their packages or wanting them to pick them up early and many other things. I would make a few phone calls a day to contact customers about wrong addresses and different things. I was always curtious and helpful to the customers on phone or in person. I generally would drop what ever i was doing to help them and get back to it when done. That was only part of my job and i tried to be nice about it. If I couldnt help them I would get some one who could or find out right away.

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices