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Sorin Jurcut
Sorin Jurcut
Known Participant
January 31, 2014
Question

How is it possible for Adobe Support to be so bad ?

  • January 31, 2014
  • 3 replies
  • 8622 views

I mean really ! For a multi billion dollar company, support is worse than Microsoft ! And that speaks heaps !

I had the worst customer experience throughout the day with people that have no grasp over the english language and moreso, no technical skills whatsoever ! None managed to understand my problem or fix my issue. I am aware they are pade minimum indian wage, but since a regular CC subscriber pays a hefty 50 bucks a month, the support is supposed to at least be faking like its helping ! I know how bad support is because I've worked for a software company myself and the people that ended up in support usually went there because they couldn't find anything better at that time. And they generally had really bad technical skills too.

Getting to the point of it all: By means of this ordeal that is Creative Cloud, I've come across a very frustrating bug. A bug that makes Creative Cloud Desktop app think its another PC. basically if I sign into the desktop app and the open Photoshop, PS tells me that it needs to be activated and while doing so, hits me with this beauty

so I go ahead and sign out of Creative Cloud and close Photoshop. Then go ahead and start Photoshop again without signing into the CC desktop app. Lo and behold ! Activation Sucessfull ! Sign back into the desktop app, close Photoshop. Open Photoshop back again. BAM, same screen you just saw up here. I have to mention that my CC is being used in 2 places. At home and at work. At work while i'm writing this the laptop's closed. So the only logical conclusion would be that CC desktop = 1 new pc. Either that or Photoshop is seen as such.

Given the great amount of NO HELP that i got from support I concluded that I will be dropping the sub first chance I get, after getting CS6. I am one of the biggest Adobe fans, and used Photoshop starting with version 6 all the way to CC, and even dreamed about working for Adobe, but I am getting tired of how badly the software is starting to be. And seriously Adobe, hire more competent support personell, that is preferably not indian. I don't have anything against them as a people, but those that work at support are just as bad as the jokes say they are. Disappointed all the way. Wonder if anyone else feels the same or experienced the same bug as I did...

    This topic has been closed for replies.

    3 replies

    Sorin Jurcut
    Sorin JurcutAuthor
    Known Participant
    March 15, 2014

    2 Weeks right about now since that steve fella promised me to take care abou the problem. Have sent him a private message with requested information. Nothing, not even a f*** you. Meanwhile, I've noticed that my issue has been closed. That's how adobe washes its hands of the subject. Pretty awesome !

    Sorin Jurcut
    Sorin JurcutAuthor
    Known Participant
    February 1, 2014

    I've managed to find out the root of the problem after a lot of careful and repeated usecase testing (I have worked for a development company before as UI designer and continue to do so, and some habits just stuck with me ) ).

    The way the licence bug reproduces is as follows:

    You got 2 pcs both activated. On either one, you are doing development of App Extensions with this : http://labs.adobe.com/technologies/extensionbuilder3/ and have it installed in Eclipse.

    If Photoshop is NOT opened up when you are trying to debug or run your extension in Photoshop, to test it, the plugin/eclipse does that for you. Unfortunately, that's when the licence system kicks in and tells you that you have reached the max amount of activations.

    Now you might think this is because of the plugin. You would be wrong. The only thing that the plugin does is invoke a instance of Photoshop. If the licence system would be written properly, it would detect the fact that you're running the same Photoshop as before, so a new activation is not required. I'm curious wether or not an Adobe employee is going to submit it to the bug tracker.

    Cheers guys, and as heads up: If you're writing extensions, make sure to have Photoshop running when you're doing the testing, to avoi situations like this.

    Trevor.Dennis
    Community Expert
    Trevor.DennisCommunity Expert
    Community Expert
    January 31, 2014

    I can see that would be frustrating, and while CS is none too flash on the best of days, that's exactly the sort of issue they should be able to field and answer.

    The thing is, those people are not Photoshop or CC experts.  They work from Expert Systems, and cover the >30 applications in the CC, plus all those that are not.  It would be a huge ask to expect CS to be truly expert in all that, plus I have a strong feeling they handle more than one call at the same time, so you get long delays.  Yes it really is not good enough, and you'll get no arguments about that here.

    OK, to your problem.  I'm going to suggest that you try a parallel thread on the CC forum, because there are Adobe staff there (proper staff, not call center staff) and the staff people on the CC forum are really good with your sort of problem.

    Good luck

    http://forums.adobe.com/community/creative_cloud?view=discussions

    Sorin Jurcut
    Sorin JurcutAuthor
    Known Participant
    January 31, 2014

    Thanks a lot for the link. I'll look into it and try to see if I can get this across. Its been such a long day for me with this whole thing and I'm really really disappointed in Adobe as a company for bringing out such a crummy product.

    And btw: this issue is not necessarily related to all other CC apps, but rather only to the activation part, which from my understanding is a pretty bad one that rears its head ever so often around here.

    War Unicorn
    Community Expert
    War UnicornCommunity Expert
    Community Expert
    February 1, 2014

    The OP also stated he had the worst time ever dealing with Adobe customer support. He is not alone there.

    I also feel there have been Management policies put into place one of them  being a policy of silence. An other to delay fixes for a update like 14.2 till all new bugs have addressed.  Adobe management does not seen to care how much they unconvinc their users even when the Adobe acknowledge bugs Adobe does not commit to fix them or give any time frame as to when a bug may be fixed.  Adobe needs to test code better then they do before releasing updates like 14.2.

    I do not have any licensing problem.  I have had Problems with CC updates where Adobe support through this forum was able to fix their problem after several tries introducing a new problem at the same time that I was able to rectify.  14.2 killed shortcut I use all the time and made the polygon lasso tool almost unusable. And add a bug into smart objects.  Thanfully when they replaced the Place UI  with "Place Embedded" and "Place Linked" The Scriptlistener code for the old Place feature still works so my scripts still function.


    Using Photoshop CC on Windows 8.1 as well; there's a niggling bug when flicking but that could be a video driver issue. (The bug is when I go to flick, I have to really flick it to get the workspace to move.) In any case, closing and restarting PS CC fixes it...until it happens again, which I cannot determine when or why at this point.  xD

    Other than that, I've had no problems but then again, I'm just an enthusiast.

    I use Photoshop Touch as well and had a nasty bug where using Camera Fill would crash PS Touch. It was apparently something to do with the Nexus 7 2013, which is the tablet I use. I promptly reported it in the appropriate forum giving as much detail as I possibly could. It was fixed faster than I had anticipated.

    One of those YMMV situations, I guess.

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