Well. Things have not gone well. I've cancelled my Adobe subscription and will be moving over to the competition. I'm in awe of just how terrible the customer support is for an industry-standard program.
To keep you all in the loop, after the above step, Adobe instructed me to access the hidden administrator login. Here are the instructions:
To enable the built-in administrator account, follow these steps:
Click Start, type “cmd” in the Start Search box, and then press Enter.
Note: If you are prompted for an administrator password or for confirmation, type the password, or provide confirmation.
In the search results list, right-click Command Prompt, and then click Run as Administrator.
When you are prompted by User Account Control, click Continue.
At the command prompt, type “net user administrator /active:yes” and then press Enter.
Type exit, and then press Enter.
Log off the current user account.
Log in to the Administrator account.
Once I logged into the Administrator account, they asked me to send them three files from within the Administrator account:
* PS user information (PS > Help > System Info).
* Dxdiag (Run > Dxdiag > Save All Information).
* MS Info 32 (Run > msinfo32 > File > Save).
Now, the lag had improved somewhat when using Photoshop from within the Administrator account (lag remained but it wasn't a case of constant spinning dots), but I still sent the three files Adobe requested in my reply email.
I got a canned email asking to set a time to receive a phone call, which I did (a generous 8-hour time window).
The day of the call came, and 2 hours into the time window they rang me WHILE I was on the phone (it was a phone call that lasted 2 minutes, the only other call of the day, and they disconnected their call too fast for me to answer). The number was private, so I couldn't ring it back. He'd left a very short voice message saying he was from Adobe and that he would send me an email. He didn't attempt to call me back at all during the rest of the time window. One brief attempt and he gave up. The email he sent was asking me to set up a new call-back time.
I had never heard of a call-back like this before. A very brief, singular attempt? I mean, what if I'd been in the toilet? How does a toilet break exempt someone from receiving phone support?? Adobe support REALLY needs to change their practices. Leave a number to call back. Heck, leave the phone ring a little longer. Try calling back if you've got another SIX HOURS left in the time window.
Anyway. I arranged another call-back. I figured I'd keep it safe, this time. Just a one and a half hour window. I received the call 2 minutes after the end of my assigned time window. I still answered it, and the guy's first comment was, "Sorry is this an inconvenient time?" As though knowing he called right at the end of the time window. I insisted he get on and continue the phone call. He straight away says that he doesn't want to waste my time, so he'll log in to my computer remotely. As he was doing this, he mentioned that he was going to grab three files from the Administrator account.
I stopped him right there. Told him that I'd already sent those three files, and that this phone call was supposed to be the next step. He said he only had the MSInfo32 file, and that he had to grab the other two. I told him that if he had the MSInfo32 file, he had the other two, because I sent them in the same email. I even gave him proof of the email I sent, complete with all 3 files attached. He insisted on getting the three files again, only this time through the Adobe Assets app. So we did that. He said that "higher up" support would be in touch with me.
Days later I get an email from Adobe telling me to repeat the original troubleshooting steps that I'd already done numerous times (including the time the adobe support tech did those troubleshooting steps on my computer remotely). Oh, and if those things don't work, I should contact Wacom.
This is NOT a Wacom problem. Already been down that track. The brush works perfectly in other programs. Wacom directs me to Adobe.
A couple days later they send me another email linking to a couple more troubleshooting steps. Steps I've already taken. They say that my case will automatically close in 5 days if they don't hear a response.
The very next day I receive an email from them saying my case has been closed. I hadn't contacted them. At this point, I was thoroughly ready to ditch Adobe's lousy customer support. They can't even get their canned emails right.
I went to cancel my subscription, and they wanted to charge me an exit fee. A complaint with online chat support saw my account cancelled with the exit fee waived (maybe. I'm still watching my account for unwanted charges).
The next day, I get a new canned email from Adobe saying that my case is still open and waiting my response, but that it would automatically be closed if I didn't respond within 3 days.
FOR GOODNESS SAKE.
I'm tapping out, folks. I've been a licensed user of Photoshop for the last 16 years (first boxed software, then subscription) and never had a problem. I'm in awe of the fact they can't help me the second something goes wrong. Not just that, but they can't even get basic procedures right. I'm gobsmacked.
Hopefully everyone else gets their random problems fixed.
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