Copy link to clipboard
Copied
I seriously hope there stock goes down.
I do not find a single message from you in a program forum stephenr61211300
When you have a problem with a program, you need to post in that forum
-Here is the list of all Adobe forums... https://forums.adobe.com/welcome
When you do ask a question in the correct forum, you need to provide information so someone may help
-Forum quick start https://forums.adobe.com/docs/DOC-5601
Copy link to clipboard
Copied
I understand the complaints about India-based customer support. I've heard enough stories about it to completely get that frustration.
I don't understand this part though:
Meteorlady1 wrote
Rent software? NEVER. I want it in my hands so that I can reload in cases like mine when the computer fully fails after two weeks.
You can download the software and install it on any machine at any time with the CC model.
It's actually a lot easier to recover if you have a machine go down since you can get your software up and going without having to dig out discs and serial numbers. Plus, you can have some preferences, libraries, etc. sync automatically.
Copy link to clipboard
Copied
So I would want to pay Adobe for CC and rent their software when I use two programs and I use them infrequently? How stupid do you believe I am? I guess I should just over look the fact that they would not let me do the second installation for my CS6 which it was licensed for after spending 1 hour 27 minutes in Chat and getting directed back to the same site I was on at the beginning?
Copy link to clipboard
Copied
There is a phone number to call & it's not hard to find. It's even toll free. Say please and I'll tell you how, first time complainer.
Copy link to clipboard
Copied
I have about a dozen systems enrolled in CC for a cooperation that I support and an hour on the phone with them to correct a hiccup on their end turns into a two day affair with phone calls that are never returned.
At least once a month, sometimes more I call Adobe: After dealing with a very impersonal automated system I get a person who would like to help but the fact they are apologizing every sentence does not conclude they can identify or fix the problem, or put me on a "brief" hold and apologize that 10 minutes of psychosis inducing piano music accompanied by 4Hz static took longer than expected.
FWIW Adobe, if you read this I don't need to be apologized to like a medieval sultan with robotic insincerity. What I need is for the users I'm assisting to be able to use the software we pay you tens of thousands of dollars for every year because business is impacted and your customer service reps are not offering any usable form of help.
After a desperate attempt to get someone who can stop apologizing and actually help my incident gets escalated, I'm put on hold for some time forced to listen to whatever that horrifying melody is and I am told I will get a call back within the hour from someone from Adobe. Several hours later no call back, same problem, I end up calling back because Adobe stanched an account and it all results in money lost.
I wish I could feel Adobe actually is concerned with making a good product and standing by it but I honestly can't finish a sentence like that without laughing at the absurdity it.
Copy link to clipboard
Copied
I've had to to deal with both Adobe and Microsoft so far company support goes I sya its a tie for second place. The absolute worst is Intuit. Now as far as help forums go Both Adobe and Microsoft have pretty decent users that know about as much or than the factory people. I suspect that like Microsoft , Adobe sub-contracts there support to third party contractors Usually from various area in Asia.
Copy link to clipboard
Copied
Hi Jimmy3K & Phillip%20M%20Jones,
Thanks for the feedback & I will certainly let our support team management know about your view. If you have any current issue about the Creative Cloud individual & Team subscription, do let us know.
I have responded collectively as the grievance is almost similar. Please correct me if I have missed it.
Regards
Rajashree
Copy link to clipboard
Copied
They have the worst customer service in the world!
Copy link to clipboard
Copied
I have only had to contact Adobe Support once and it was perfectly acceptable experience. I was speaking with someone within 10 minutes of my call, I gave them remote access to my machine and they worked for nearly an hour until my issue was fixed. It turned out to be a random conflicting driver and had I not been able to provide the support technician with some feedback of the "not so casual user" nature they might not have been able to fix it at all.
I'm self taught in several technical applications (as well as in building and maintaining computers (even a little lite programming (not to brag or anything))) and here's some things I learned immediately, & over years skulking about technical forums & sucking up all the information I could. These softwares are (at least originally) technical softwares for professionals. Recently, for several reasons they have become easily available to hobbyists and people who are curious (like me). Problem is they can require some knowledge or technical ability beyond the software itself to use successfully. Keep in mind people used to (and still do) go to college to learn to use these programs & to use computers in general. The fact that we've reached an age where anyone with a little money could surf the net and acquire the tools of industry professionals is astounding, and perhaps a little bit unfortunate & undeserved.
The truth is there are just some people who do not have the technical aptitude to maintain both their computer and the programs in a working state. A support technician can help you with software problems but really can't do much beyond that. And often the problems are indeed beyond that. They could be installed wrong, uninstalled wrong or installed on a severely messed up computer. Other people just have unrealistic expectations, like expecting a company to support every outdated version forever because they can't or wont update their machine or software.
DOn't get me wrong, I hate Adobe's cloud based business model with a passion and I think that many of their softwares development is going in the wrong direction & as soon as there is a viable alternative they WILL lose me as a customer unless they correct. But, having said all that. If you cannot even get the program to work on your computer. That's your problem, not Adobe's. If you cannot even get the programs to run maybe you are better suited to be a media consumer rather than a media creator. It ain't about the tools, it's about the meta-tools.
Please direct any criticisms you have of me or my comments back unto the back of thou.
Copy link to clipboard
Copied
I have found alternatives - Affinity Photo and EverWeb. Other than that I can live without Adobe as I also have Authoring and publishing software. All much cheaper than Adobe and with less learning curve.
Copy link to clipboard
Copied
+meteorlady1
Thanks for the options for replacing Adobe Software. I'm a very basic user and just want to resize and brighten some photos of my Granddaughter for my Mom. I had bought PS Elements 11 about 15 months and just recently tried to install it, but there wasn't a proper serial# on or in the box, so they couldn't help me. We're the previous two options (Affinity Photo and Everweb) the only ones that you would recommend? What about Authorizing, etc? I'm very new and probably too old to start a new hobby, but any freeware or web apps that I could learn a bit easier and not have to buy another Adobe product, just to suffer when I need help again
Thank you very much for your time & help,
-Christopher
Copy link to clipboard
Copied
Hi topher_20866,
Would it be possible to share the invoice of the PSE11 that you had purchased by the Personal message so that I can follow up & help.
Regards
Rajashree
Copy link to clipboard
Copied
Oh good it's not just me. I've been trying to switch account managers for 3 months (since ours never replies or got fired or who knows) and gotten absolutely nowhere. Been run around so much my head is spinning. Never dealt with such an unprofessional "corporation" before. The support team is an absolute joke.
Copy link to clipboard
Copied
AGREED. I requested a call back. they called, I heard them chewing while I say hello hello hello. they hung up.
They don't give a damn and most of all know nothing about Premiere because they develop the software without working on it so they never get the snags or problems editors get into because of their stupid software mistakes. When you ask them they go uuuhhh I don't know...I'm seriously debating the actions to be taken to bring all 15 systems we have back to AVID.
Copy link to clipboard
Copied
ronk83158451 wrote
They don't give a damn and most of all know nothing about Premiere because they develop the software without working on it so they never get the snags or problems editors get into because of their stupid software mistakes.
While I agree that their support teams could certainly use some training (next time you call in, try asking for the video queue - they're usually a lot better with Premiere), the team that develops Premiere Pro does so together with editors. Deadpool, Gone Girl, Hail Caesar!, and other major motion pictures that were edited with Premiere Pro had Adobe developers and liaisons alongside them throughout the process and have brought many of the suggestions and workflow ideas into recent versions of Premiere Pro.
Again, the customer service may have some areas that need improvement, but the actual software developers are listening to users and working with editors.
Copy link to clipboard
Copied
What the name of your studio? Have a link to any of your reels?
Copy link to clipboard
Copied
I don't use work accounts to post here I'd rather stay anonymous here.
Thanks
Copy link to clipboard
Copied
My bad. The way you worded your post made it sound like you were the boss of a decent size studio. Maybe you should hire a technician rather than wasting your own personal time on hold with Pakistan.
Copy link to clipboard
Copied
We are. I run it and I cut with other editors. I get my hands dirty. We have techs and AEs but I like the freedom of doing things myself.
Thanks for your concern though. Never calling Pakistan(Adobe Support) again too. The best medium is Facebook groups.
Copy link to clipboard
Copied
Facebook groups are good. Some of us on this forum try to be helpful too.
Copy link to clipboard
Copied
stephenr61211300 wrote
I seriously hope there stock goes down.
Curious, I looked. But if you do have a question, please ask here, Stephen!
Copy link to clipboard
Copied
Just so all of you know, it is late 2020 and the situation hasn't changed. Voice support is unreachable and chat is still a lopsided exchange with non-participating supervisors or managers. Aside from monthly billing, Adobe seems to want as much distance as possible between customers and support. Forums are helpful sometimes but that is customers helping customers. That's not really our job, is it?