Adobe Help Chat service absolutely appalling

[DJASH_E]

I was in need of help with Premiere Pro. I was connected to an agent called Parthasarathi who immediately passed me on to somebody else who they said was a specialist who could help. I was then sent to Kancharla who asked about my issue, then transferred me to somebody else without explanation. I was then connected to Parthasarathi who asked me to explain my problem, which I did for the third time. He then left the conversation without saying anything and ended the chat. This whole process wasted around 40 minutes of my life. 

I then re-started the chat and was connected to an agent called Ankit who asked for my problem, which I explained. He said he would assist me and then left the conversation and closed the chat without any further comments.

In total I have wasted more than an hour on the chat service to individuals who clearly have no intention of helping me. 

This is absolutely unacceptable service. I am extremely frustrated about this situation. 

[Ann Bens]

@Kevin-Monahan 

[Ann Bens]

Would you be willing to explain your issue again.

Also Please post comp specs, Premiere version and build, MediaInfo info in Treeview on footage used, sequence settings

https://mediaarea.net/en/MediaInfo

[Ryan Fritzsche]

When Adobe moved to a subscription model, I was annoyed like many people. But I consoled myself with the fact that it would come with support. I'm old enough to remember when post-production contracts were a subscription you had to buy separately from the software. But over the years, I have been disappointed so many times that I basically no longer contact Adobe support if I need help with a problem.  I just Google or think about changing platforms.  

I get that running a support call/chat center, staffed with people who truly are experts in the software, is costly. But chats not constantly disconnecting; getting a front line person who has more expertise than just reading through rote troubleshooting steps — these are basic aspects of offering support.  I have not been impressed in the past, and @DJASH_E's experience sounds in line with my own.  

I think @Adobe might find it actually would benefit if it offered a more robust support staff, even if for an add'l fee, in that many of the bugs and issues raised on this platform would be more efficiently addressed, and customers would be happier.

[R Neil Haugen]

As staffer Kevin Monahan always suggests, anytime you get a live person either text chat or phone, ask for the video que first thing. You get shifted to specialist help rather than 1st level generalists.

And they do consider this forum the first line of "provided help". But us volunteers can do some things but not others.

Many of us have pushed for more and improved documentation along with better online help. The documentation has improved a little bit.

And the subscription model doesn't imply better or worse support. That's totally up to each organization. I've known of difficult support from BlackMagic also. Not a subscription model.

[Ryan Fritzsche]

I 100% concede your point on the sub model not necessarily equating higher-level of support.  I think really I was just giving voice to an assumption that I made back in 2014 or whenever it was that Adobe went sub-based, as part of my own thought process at the time.  I'll also admit I didn't know about asking for "Video Queue" per se.  Will keep that in mind next time I feel the need to call. 

[R Neil Haugen · Accepted solution]

But ... the original point seems mainly about getting better service  ... which is an entirely valid request. 😉

[JonesVid]

Maybe Adobe need to re-think how the Chat process works. This issue of having to describe a problem to 4 or 5 different people is madness. All necessary information should be available on a screen for each agent as necessary.

I have also experienced the problems described and you can waste hours of your life ....easily.

Why not have a new process to create a comprehensive pre-chat form to complete all the necessary details before you engage in the 'Chat'.

The chat should also be assigned a case number from the start for tracking.

Also - it should not be necessary to ask for Video Queue really should it ?  - because if you have a Premiere Pro issue your chat should be correctly routed the experienced team from the beginning if pre-qualified.

You are right though Neil,  today you do need to ask for Video Queue.

The Chat model used today is emulating the old classic Voice call into a call centre in real time and it just does not work for complex issues.

I think Adobe Support should look at better ways to pre-screen a request for support and qualify it better before starting the chat with an expert.

Maybe a text/email call back service and supplied link to start chat ??, then dig in to more detail.

Perhaps I should post this on User Voice/Ideas as it is now called?

[JonesVid]

I have posted this in the 'Ideas' Premiere Pro Tab

https://community.adobe.com/t5/premiere-pro-ideas/premiere-pro-support-management-responsible-for-ch...

To be honest, I am not sure how User Ideas would get to Adobe Support Management staff?

There seems to be no category in sub topics to highlight for 'Support'.