My issue has now been resolved... It wasn't easy. There was no immediate fix. This was on an engineer level so if you are having the same issue, definitely reach out to Adobe and pray that you have an easier experience getting it fixed than I did.
Just to recap. I'm running the latest Adobe CC programs on a brand new iMac (late 2015) running High Sierra. The issue was this. I have a folder on the desktop (I am not currently working with any external hard drives, everything is on the main drive). On the desktop I have a folder called Video Production. Inside that folder are two other folders Projects in Progress and Projects Completed. Whenever I start a new project, I create a folder in the Projects in Progress folder where I keep EVERYTHING. All of the assets for that specific project will be in that folder. For example, Raw Video, Images, Sounds, Music, Edit Files, etc.
So it would look something like this:
Desktop > Video Production > Projects in Progress > Test Project
Once the project is completed I move it to the Projects Completed folder. (I do this at home on my personal computer all the time across different external hard drives since editing on an SSD is faster I then move them to an HDD for storage, if I ever need to go back into the edit it opens with no problems from the HDD, like it should)
So for example I would move the folder Test Project to:
Desktop > Video Production > Projects Completed > Test Project
But for some reason, on this computer, once I would move it to that new folder, even though it was located on the same computer, on the same drive, in the same folder on the desktop, just changed it to a sub folder within the Video Production folder, the Edit would no longer open and would say that it contained outdated elements and was damaged. BUT when I would open that same file in the original location, it would open just fine.
THAT WAS MY ISSUE
1 Month into working with Adobe agents we determined that there was no simple fix for this and that it was an engineer level issue that would have to be fixed with a new patch. 1 Month after working with the engineers, they finally figured it out and I am able to open all my "completed" projects in their new folder locations with no problems. The biggest problem was the lack of communication Adobe has. There was not one single "appointment" or "callback" that they honored. I never once got called back when they said I would receive a callback. I'm going to include the time frame and the call by call and email by email experience I had with Adobe and hopefully someone at Adobe will see this and do something about the lack of customer care that is present within the company.
SOLVING ISSUE EXPERIENCE
First noticed issue 12/08/2017
12/08/17 (FRIDAY)
I contacted Adobe via phone call. Explained the situation to the rep, who was not very responsive during the whole situation. He asked to share my screen. He said that he needed to put me on hold to ask an associate for help on my problem. I waited on hold for 45 minutes. He disconnected from the call and also from the screen share at the same time. (seemed like he didn’t want to deal with a problem he couldn’t fix). I then reached back out to Adobe via chat. Ran some troubleshooting. They determined that my issue was a permissions issue and that I needed to contact Apple. I worked with Apple for over a week trying to solve the issue. They sent information to their engineers and determined it was not an Apple issue and was indeed an Adobe issue and that I should reach back to them.
12/20/17 (WEDNESDAY)
I called for assistance, spoke with Kavita Thakur who tested MANY things. Ended up telling me that she needed to look over this with her supervisors and engineers and that I would hear back in 24 hours.
12/21/17 (THURSDAY)
24 hours had passed with no word from Adobe so I called back. I told the agent my situation who then transferred me to sales……………. I hung up not wanting to deal with the incorrect department. I then called back. Told the new agent my situation, they transferred me to Adobe Premiere specialists and I ended back on the phone with Kavita Thakur. I asked her why I hadn’t received a call within 24 hours like she had told me I would and her offended response was that everyone was very busy and had not had a chance to reach out…. She troubleshooted a few more things. Determined that she could not figure it out. Transferred me over to her senior advisor by the name of Paramjeet Singh, who I had to explain my problem to at least 4 times before he understood. (everyone I have spoken to from Adobe is Indian, who’s first language is not English) He did a lot of troubleshooting and also kept cutting me off on the phone when I was trying to explain things. He determined that he did not know what to do and needed to send information to his engineers and that I would hear back within 24-48 hours.
12/27/17 (WEDNESDAY)
I called back Paramjeet, told me he needed to give the engineers a little more time because of the Holiday they haven’t had a chance to look into my case. He plans on calling me back today but told me if I didn’t hear back then to call back again tomorrow.
12/28/17 (THURSDAY)
I called Paramjeet Singh, he told me that he had not followed up with the engineers yet. Gave me a bunch of excuses but said that he would follow up with me before the end of the day. I waited 6 hours. Hadn’t heard back from Paramjeet. Called back to speak with him. The representative did not want to transfer the call to him and was trying to get me to discuss the issue with him. I demanded to speak with Paramjeet and was told that he was on break and that I would receive a callback from him today. Got a call back from Adobe about an hour later from another supervisor named Rahul Hajong. He said that he wanted to be of assistance. I told him I was waiting to hear back from Paramjeet, that I did not want to have to explain the problem yet again. He said that he would see if Paramjeet was available. After holding for some time he said that Paramjeet was not available but they had spoken about the issue and that he would like to help. He said that the Engineers wanted some more information so I agreed to share my screen. He then attempted to do the SAME BASIC TROUBLESHOOTING that all the other reps prior to him had done. Once I showed him that everything he had done was for nothing, I told him that this is why I was waiting for Paramjeet to hear back from the engineers. He said he would make notes to make sure Paramjeet would call me. Wasted 25 minutes of my time.
12/29/17 (FRIDAY)
I called for support… Waited for 50 minutes… No answer. Ended call, then called back immediately. Waited on hold for another 25 minutes. I asked for Paramjeet, after another 5 minute hold he came back to tell me that Paramjeet was not in the office today and wanted to know if he could help. I demanded to speak with Paramjeet’s superior. Ended up back on the line with Rahul Hajong. I told him I did not want to speak with another supervisor, I wanted to talk to someone in America and he told me that support agents are ONLY in India, so I told him I wanted to talk to Paramjeet’s superior. He said it was not possible, I demanded to speak with Rahul’s Superior. After another hold he came back and told me that the manager was busy and that he could arrange a callback. I refused and demanded to stay on hold to wait for his manager. Eventually I spoke with the floor manager Gulshan Jha. He looked through the case notes and saw that my case had been escalated to the engineers. He told me that my issue is not something that he can solve but promised me as the floor manager that I would receive a call back in 1 hour either from him or the engineers. 1 hour passed, no call. 2 hours passed, still no call. I call back to speak with Gulshan. When he gets on the line he is surprised that no one had called me even though he said HE would call me…. He put me on hold to see why I did not get a callback. He said that because of the “new year” their workforce is low and everyone is busy. I asked why HE himself didn’t call me back like he said he would he said he too was also very busy helping other customers…. He told me that he didn’t want to give me a new time frame and that I should be hearing back from the engineering department “soon”. Got a call back an hour later from Yash Kapoor, senior engineer of Premiere Pro. He had me show him the issue I was experiencing and took a minute it try it out himself. He moved over to another Mac machine and was able to duplicate the issue. He marked this issue as a bug that will be worked on over the next several weeks and there should be a patch for it in the next update which is expected to come out at the end of January 2018. He said if the next update does not fix the issue than to email at a specific email, it will go directly to the engineers to look into the issue further.
02/01/18 (THURSDAY)
Yesterday I downloaded the new patch for Adobe programs. It did not fix anything. I called Adobe back today and Kavita answered. I told her I needed to speak with the engineer Yash Kapoor, and if she could not get me to him then I needed to speak with her floor manager Gulshan Jha. She tried several times to assist me instead and I refused and asked for Gulshan. She then put Rahul Hajong on the line, I told him the same thing I told her, that I needed to speak with Yash Kapoor, and if he could not get me to him then I needed to talk to Gulshan. He insisted that he help me but I refused knowing that this is something he is not able to fix. He said Gulshan was busy but he would like to arrange a callback. I told him that they never follow through on their callbacks and I would rather wait. I waited for over an hour and he insisted that I receive a callback. He could not give me a specific time on when I could receive a call back but told me it should be within 3 hours. Our call ended at 10:30AM. I told him if I do not receive a call by 1:30PM, I will be calling back. When I last spoke with Yash Kapoor he gave me an E-mail I could reply to if my issue wasn’t fixed after the patch. I replied to it yesterday with no response. Replied again today and Shivangi Gupta responded saying Yash Kapoor was on leave and would be back Monday. I did not receive a call within the 3 hour time frame Rahul promised me. I did not bother to call back because of the previous email I received… I know there is nothing Gulshan can do unless Yash is available. I will wait until Monday to hear back from Yash. If I am not contacted I will reach back out.
02/06/18 (TUESDAY)
Never received that call back from Gulshan and I still have received no email back from Yash. Called back today and spoke with Gulshan. He arranged another callback for the engineers and said I should hear back by 12pm Mountain time. I never received the callback at 12, and replied to the e-mail for Yash to give me a call. They said they would arrange a callback for tomorrow.
02/07/18 (WEDNESDAY)
I never received a callback from Adobe. All day I waited. I emailed them as I left work.
02/08/2018 (THURSDAY)
I received a call from them at 5:30AM which I did not answer since I told them my contact hours were 8:30AM-4:30PM Mountain time, and I was also still sleeping… They replied to my email, letting me know they tried calling me. I responded and told them to call me back during work hours. They responded and said that I would receive a call between 8:30 and 9. Well when 9:30 rolled around and I still hadn’t received a call, I responded yet again to the email to let them know that I STILL had not received a call. A couple minutes later my phone rang and it was them. I shared my screen with the representative who introduced himself as Yash, but also said he was not apart of the engineering team, so I’m not sure who I was talking to… I shared my screen with him, he went into a specific file location within the build of Adobe and renamed one file. We came back out and tested the issue and it seemed the issue was resolved. Their excuse for not calling me was not because they were neglecting me but because they were working back and forth with the engineers trying to find a resolution… Yet every appointment ever made was never kept. They NEVER followed through on scheduled callbacks. I told him if that was the case then there was a major lack of communication on their end. They did apologize but my problem is fixed and that’s all that matters.
The customer care and the amount of communication between employees and clients at Adobe is pathetic. Especially how this affected my job, it was literally keeping me from being able to work but that didn't seem to be important to ANYONE at Adobe. They were totally fine with me not being able to do my job for 2 months.
1 Correct answer
19
Replies
AdChoices