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M
matthewm10359111
Known Participant
August 10, 2018
Answered

ADOBE STAFF REFUSE TO MONITOR FORUMS

  • August 10, 2018
  • 5 replies
  • 1662 views

Why does an insanely financially viable company like Adobe neglect their user forums and the problems associated with rushing products to market before even the most basic and adequate beta testing has been performed?

    This topic has been closed for replies.
    Correct answer Ann Bens

    This is mainly a user to user forum. Staff or not compelled to monitor. If they do they do it on their free time.

    Below link is monitored by staff.

    Premiere Pro: Hot (1864 ideas) – Adobe video & audio apps

    5 replies

    Weerasak221688430bdn
    Weerasak221688430bdn
    Participant
    December 14, 2021

    Thanks

     

    Kevin-Monahan
    Community Manager
    Kevin-MonahanCommunity Manager
    Community Manager
    August 14, 2018

    Hi MatthewM,

    If you were under the impression that a forum post is equivalent to a support "ticket," it is not. I apologize for any misunderstanding.

    Sorry you are not getting the help you need. You can always get our assistance directly by contacting us: Contact Customer Care

    You can also PM me with any specific issues and I'll do my best to help.

    Thanks,
    Kevin

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    M
    matthewm10359111Author
    Known Participant
    June 13, 2019

    I am not an idiot. I am well aware of the difference between a support ticket an a forum. Thanks for the insult! Now Adobe is insulting their users in addition to ignoring the substance of a relevant question. God I hate what Adobe has become, a too big, too ignorant, too unresponsive monopoly trying everything they can to cash in on their users real creativity, including but not limited to surveillance and data mining, and forcing proprietary BS down consumers throats.

    BREAK UP ADOBE!

    Moderator note: Please do not discuss legal issues on these forums, it is against our community guidelines.

    Kevin-Monahan
    Community Manager
    Kevin-MonahanCommunity Manager
    Community Manager
    June 13, 2019

    Hi MattH,

    Nice to hear from you again. Sorry for any trouble you're having with our products.

    I am not an idiot. I am well aware of the difference between a support ticket an a forum. Thanks for the insult! Now Adobe is insulting their users in addition to ignoring the substance of a relevant question.

    OK, it was just an explanation and was in no way intended to be an insult. You see, it's a fairly regular misunderstanding as many people do expect that a forum post is equivalent to a support ticket. I was only clarifying for you what can actually be accomplished with these forums.

    By the way, is there something that you'd like actual help with? We are standing by waiting to assist.

    • Insulting their users in addition to ignoring the substance of a relevant question.
    • God I hate what Adobe has become
    • too big
    • too ignorant
    • too unresponsive monopoly
    • trying everything they can to cash in on their users real creativity
    • including but not limited to surveillance
    • data mining
    • forcing proprietary BS down consumers throats

    I'm sorry that you're upset with the company's practices. I can't really address all your issues since I am in the support realm and not a corporate policy maker. On the privacy front, you may want to opt out of some of the things you mentioned in these docs:

    If it's quality issues or messages you want to addressed by the product team, you have to file them here: Premiere Pro: Hot (5179 ideas) – Adobe video & audio apps

    I apologize once more for any trouble you're having. Let me know if I can assist in any way possible.

    Regards,
    Kevin

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    A
    Anonymous
    August 10, 2018

    It really is disgusting, we all need to switch software soon...

    billions of dollars to be made here by whomever dethrones Adobe's reign of terror on the public

    R Neil Haugen
    R Neil Haugen
    Legend
    August 10, 2018

    They do have Product support staff monitoring this forum, which is provided as primarily a user-to-user place with monitoring by the support staffers.

    And they have the UserVoice system for bug/feature requests, a vast improvement over the old system, which is monitored by the development staff.

    So they do have their appropriate staffs working the appropriate places according to their designed structure. Which, with that new bug/feature system, seems to be working much better.

    As someone who uses other video apps ... I've been on the forums there to look for answers to problem I've had, and gee ... it's their product support staff who pop in for some things, just like ... here.

    Rant away fella, we all need to once in a while. But ain't no other perfect system out there. We're all humans, it seems.

    Neil

    Everyone's mileage always varies ...
    Ann Bens
    Community Expert
    Ann BensCommunity Expert
    Community Expert
    August 11, 2018

    Moved to the video lounge

    R Neil Haugen
    R Neil Haugen
    Legend
    August 10, 2018

    From talking with the development staff at NAB the last 4/5 years, they do a lot of beta work. Never talked about in public, but it is done. No way to even know who is in that as they do strict NDA's on that. So ... I know from the guys/gals I've talked with that it's done, no clue as to how big the total program is. Looking at the credits in the 'About ...' thing scroll, they have units I'd never heard of. The people that know don't say diddly.

    They also note they have both the largest and most diverse user base of any of the major NLE's, and try to do things that none of the others do. For example, FCP doesn't make any attempt to be usable outside of the native OS for that app, which is quite plainly juiced to work better with the 'in-house' app than anyone else's.

    PrPro makes the attempt to utilize more formats/codecs, across both major OS's, with more effects than anyone. Maybe it's too much. At this year's NAB, a lot of aisle-talk was that maybe they should take a more FCP/Avid track and list "we work best with these formats/codecs ... outside that, no guarantees". Then work for best performance/stability within a narrower range of media.

    Media types, settings, and sub-types just seem to be exploding. Like ... H.264 long-GOP was 9-15 frames ... then up to 30 ... now, there's even some gear using partial i-frames, with full i-frames as far as 100+ frames apart. RED, Arri, Sony & others keep making new codecs or even formats with nearly every major camera they release.

    So, the user discussions were wondering if they aren't biting off too big a chunk these days. Maybe ... just maybe.

    And for as 'big' as PrPro is for users, my personal thoughts are that Adobe should up the budget for the engineering staff a fair amount. Of course, telling the staff & attending engineers I think that gets just a wistful smile response. They sure aren't going to say anything.

    Last comment ... all of the staffers I've talked with at NAB have been folks that do editing on their own right. Many quite experienced completely outside of their software work. They love editing as a process, and want the users to have a good app to work with. And are pained when it fails.

    Now, understand ... they are also mostly seeing things from an engineer's brain. Which is a unique & fascinating tool. My brain's a specialist also, I've learned over the years ... analysis. That's all it wants to do, really. You wouldn't want me designing software as I'd be so into-the-weeds in analysis ... well ... it's different than an engineer's approach, but still ... specialist.

    Neil

    Everyone's mileage always varies ...
      Ann Bens
      Community Expert
      Ann BensCommunity ExpertCorrect answer
      Community Expert
      August 10, 2018

      This is mainly a user to user forum. Staff or not compelled to monitor. If they do they do it on their free time.

      Below link is monitored by staff.

      Premiere Pro: Hot (1864 ideas) – Adobe video & audio apps

      Robert Jacobson
      Robert Jacobson
      Participant
      April 25, 2022

      As Adobe has locked up the Federal government's business through whatever means it has had at hand, there is no protocol for monitoring the quality of its service except Adobe's own.  There are other uniform formatting-software providers who do things in a more human (I almost wrote, "humane") manner, but they don't own the monopoly -- in fact, are excluded by it.  This saddens me.  On the one hand, Adobe has few incentives to improve its environment; on the other, because they are excluded, there is no way for other providers to offer amendments to, or suggest better ways of, the efficient use of Adobe products.  Look at this window, in which I'm writing:  the text all appears as almost illegible three-point type.  The shame of it is that Adobe's own products would vastly improve in a more open enviornment, but it's obsessed with protecting its monopoly.  Too bad all around.

      R Neil Haugen
      R Neil Haugen
      Legend
      April 26, 2022

      Adobe has no monopoly in software. Heard of Resolve, Avid, FCP, Vegas? Avid's the BIG dog in pro video post, followed by Adobe with Resolve charging in hard. No clue how you get to "monopoly" there. Oh, and many Resolve users can use the free version just fine.

       

      Even Photoshop isn't a monopoly. A lot of our pro friends use Capture One or a couple other apps.

       

      And their choice of forum software to use ... it was Jive, no Khoros ... yea, not so pleased. No clue why they use it, but then ...

       

      Neil

      Everyone's mileage always varies ...
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