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Incredibly RUDE Indians when calling ADOBE

Community Beginner ,
Jan 20, 2017 Jan 20, 2017

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I have an issue that I have posted about. I called Adobe several times to see if I could get any help and there are some incredibly rude Indians answering the phones! It has really made me consider not using Adobe products.

This behaviour seems to be the same whenever I call. Dare to ask a question they do not like or speak out of turn and they will either hang up, put you on infinite hold or be incredibly rude and sarcastic.

Finally I managed to get through to one of these people that I need to know how to do something in Photoshop that is not adequately explained in any documentation and only covered in the forums for outdated versions, the person on the phone said my card would be charged for premium support.  OK, well that is an option I would consider, so I dared to ask about this premium support and who it would be carried out by, is there any guarantee that the person will know how to solve my issue etc. The result? You guessed it, they hung up on me!

This is outrageous and I have found it to be commonplace so call at your own risk!!

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Adobe Community Professional ,
Jan 20, 2017 Jan 20, 2017

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Customer Care is there to handle subscriptions, sales, activation issues, and technical problems when they occur.  However Adobe reps are NOT paid to teach you to use the software.  There are plenty of online tutorials, books, videos and product forum experts here to help you with that side of things.

What exactly do you need help with?

Which version of the product?

Which OS?

And any other relevant details, please.

Nancy

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
Jan 20, 2017 Jan 20, 2017

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??? I wonder if you read my post. Does it say anything about me wanting them to teach me to use the software? No, It says that when I enquired about the premium support they offered me, they hung up. Something I encountered more than once that shows a systemic bad attitude and I am not the first person it seems that has been upset by it. My own genuine experience that as a paying customer I feel I have the right to voice.

I have an issue that I have posted. I didn't want to take up the space here but seeing as you asked....

Please can someone tell me how to do this. I'm feeling like I have to learn to be a programmer to do a very simple task!

I just want to use IMAGE>ADJUSTMENTS>HDR TONING in an action without a dialogue box stopping it and WITH my custom preset so it can run in a droplet or batch without interruption. Any 3rd party plugin will do this without issue.

I have found pages on here discussing how to do it with HDRToning.jsx script in CS5?? but that does not seem to be helping. I modified HDRToning.jsx but I have no clue what I am doing. I am a photographer with many years of professional experience but i'm afraid the jsx programming language is beyond my skills.

I have a photoshop subscription (i.e latest version) 2017.0.1 on Mac OSX sierra.

I can create a droplet with a 3rd party plugin to run in batch but the HDRToning adjustment requires a level of programming and jsx hacking that as far as I can see is not explained in any documentation that a mere mortal photographer can understand and the posts i have found are for old versions and do not fully explain anything, they answer questions from individuals.

If someone could please explain in layman's terms how to simply use the HDRToning adjustment in an action without a dialogue box stopping it and WITH my custom preset so it can run in a droplet or batch without interruption, I would be eternally grateful !

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LEGEND ,
Jan 20, 2017 Jan 20, 2017

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Adobe documentations is not the best nor is Adobe support.  Blame Adobe management for that not some poor phone support person. Adobe Managment is responsible for the communication problems  caused by outsoureing support to a far away country. How good of a job would you do if your job was to taking care of complants and request for a help from users speaking hindi. IMO you issue should be with somone in San Jose, CA USA not some worker in India.  Who may be doing the best they can with the training they been given by Adobe.

JJMack

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Community Beginner ,
Jan 20, 2017 Jan 20, 2017

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I agree with most of that sure, but if I was being paid to speak hindi then I would expect people to complain if I could not do it!! Anyway the people on the phone speak english just fine, they've just got an f' you policy if you step out of line. The only problem is they set the line way, way, way back in a place that defies rationality.

And the complaint is for Adobe, who else.

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New Here ,
Jan 21, 2017 Jan 21, 2017

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This website seems to be full of people complaining and rightly so.  I too find it difficult to make a payment anywhere.  I have invoices sent to me which are useless as I cannot get to a bank to pay.  The staff ARE rude indians whatever you say to them!  I cannot find on the website anywhere to pay online - all it talks about is forums and products. Good on anyone who finds a phone number in the first place that answers a call!

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LEGEND ,
Jan 21, 2017 Jan 21, 2017

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I'm not sure why you are finding it so difficult to pay as it is very easy. Just go to the link below , select the plan you want and pay by Visa, MasterCard or PayPal.

Creative Cloud pricing and membership plans | Adobe Creative Cloud

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New Here ,
Jan 21, 2017 Jan 21, 2017

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Hi Terri,

This link only takes me to new purchases – it says nothing about paying my invoice which I cannot find in my inbox when I sign in. I am not going to take out yet another account.

Thank you and kind regards,

Shauna

Shauna Lees

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Adobe Community Professional ,
Jan 21, 2017 Jan 21, 2017

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Invoices? You don't get invoices.

A subscription is normally paid directly from your Visa or MasterCard, charged monthly. You don't see it, except as a post on your bank statements. If there's a problem with the card, the subscription simply stops.

Are you certain you haven't been scammed?

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Adobe Community Professional ,
Jan 21, 2017 Jan 21, 2017

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Yes.  Just log in to your Adobe ID. Click on Plans & Products (or something like that), and finally on Edit Payment details.

Regarding off-shore call centres, that will soon no longer be an issue for Adobe's American customers, as President Trump will introduce punitive taxes on help centres outside of America.  So you better get some practice at understanding redneck hillbilly. .

Being more serious, I have worked at the local Citizens Advice Centre for the last 12 years, and part of the long training was understanding and awareness of the different cultures that come through the door.  Behaviour that we might consider to be rude or even ignorant, might be the norm in that person's culture.  The reverse is also true.  Blowing your nose in public, or using your left hand, putting your hands in your pockets while speaking, resting your backside on a table, or offering a tip can all be deeply offensive to other cultures.  I remember an occasion when we helped a young Japanese couple fill in an immigration form (we are also the local immigration office).  When the form was filled in, my co-worker offered the pen to the Japanese lady to sign, and it all went very quiet and the Japanese man had a dark expression on his face, and said  'In Japan, man _always_ sign first!'.  We had managed to deeply offend him by that simple mistake.

That is not to say that people from other cultures are not sometimes rude, but be aware that that Indian call centre might not have realized that you considered them rude.

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Adobe Community Professional ,
Jan 21, 2017 Jan 21, 2017

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Years ago, Adobe did outsource Phone Support to someplace in Oregon that seemed to be staffed by minimum wage workers with ring binders and standard questions. Sometimes I would be put on hold and that would get me a dial tone. The call was disconnected.

Phone Support is a black hole for some companies. They cannot afford to pay for too many expensive Techs who really know the software. Add to that sheer volume of people who own (and don't own) Adobe products calling up and they start setting quotas.

I remember Tech support war stories of people who call tech support without even a basic grasp of computing fundamentals and expecting to be tutored.

You can really appreciate what you get in the forums from the many experts here who work in the trenches and know the software they use from top to bottom.

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New Here ,
Jan 21, 2017 Jan 21, 2017

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In reply to your justification of rude workers from other countries I would like you to remember that I am the customer and not only do I expect the worker to adhere to my culture but to also learn English with out an incomprehensible accent. I don't care where he or she comes from or what their home backgrounds consider good or bad manners.  They can practice that in their own countries not mine. Thank you for winding us up even more.

Sent from Samsung Mobile on O2

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Adobe Community Professional ,
Jan 21, 2017 Jan 21, 2017

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shaunafred wrote:

Ms oshea of your company has upset me to no end with her patronising comments. Disgusting.

Sent from Samsung Mobile on O2

You seem to  have the mistaken idea that we work for Adobe here.  Nope.  This is NOT Adobe technical support..   This is a user-to-user forum comprised of fellow product users from various parts of the world.   We don't get paid to reply.  We do it on a volunteer basis.

My remarks in Reply #1 were not directed at you.  So I have no idea why you are upset.

Nancy

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Mentor ,
Jan 21, 2017 Jan 21, 2017

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Hi

Just to add my 2¢, there's Photoshop associations in many countries and towns that offer help. (free or paid membership)

Pierre

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New Here ,
Jan 21, 2017 Jan 21, 2017

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<personal remarks removed>

Sent from Samsung Mobile on O2

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New Here ,
Jan 21, 2017 Jan 21, 2017

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I have never heard such a patronising comment in all my life.  You should all be ashamed of yourself. I am the customer and i expect a service and that includes being served by someone I can understand when they talk and someone who has learnt how to behave in my country. I do not wish to renew my contract with you. You are the pits of customer service and an insult to intelligence. 

Sent from Samsung Mobile on O2

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Adobe Community Professional ,
Jan 21, 2017 Jan 21, 2017

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Be aware that these are user to user forums hosted by Adobe.

Unless a poster has a "Staff" badge next to their name, no-one here works for Adobe. We are all Adobe customers just like you who are volunteering our time to help other Adobe customers learn the software - and learn something ourselves along the way.

There is no need to get emotional or upset about comments posted here. We are all trying to help each other. No more. No less.

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New Here ,
Jan 21, 2017 Jan 21, 2017

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Thanks I will check it out. <personal remarks removed>

Sent from Samsung Mobile on O2

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Adobe Community Professional ,
Jan 21, 2017 Jan 21, 2017

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Is this individual for real?

i think there's something not quite right here!

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Adobe Community Professional ,
Jan 21, 2017 Jan 21, 2017

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Derek Cross wrote:

Is this individual for real?

i think there's something not quite right here!

Hmmm...  I have been away from the computer for a while, so don't know what has been edited by the moderator, but I am sorry if my comments upset  a particular user.  I always wonder when a user has no other content and activity other than questionable remarks in a single thread. 

As to Call Centres needing to adhere to that user's country and culture, they seem to have overlooked that Adobe products are used all over the world.  This thread has users from America, Canada, United Kingdom, Norway and New Zealand, and that's just the ones I know about.  I see Pierre has made the same point. 

Adesyc123 started this thread, but it turned out his issue was completely outside the scope of the call center, and needed specialist input that was probably beyond most of this forum's regular posters.  I'd have had to do significant research before being able to offer useful advice.   Perhaps we should move this thread to the Scripting forum, and let them deal with the rants.

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LEGEND ,
Jan 21, 2017 Jan 21, 2017

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Trevor, the OP has a current thread in the scripting forum: HDR Toning Adjustment in an Action without dialogue box - Batch

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Adobe Community Professional ,
Jan 21, 2017 Jan 21, 2017

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LATEST

In which case, this discussion has served its purpose and is locked.

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LEGEND ,
Jan 21, 2017 Jan 21, 2017

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Shauna,

This is a user to user forum. No one whom you have spoken to here in this thread is an Adobe employee. We are all end users just like yourself. We help other users like you for free, out of the kindness of our hearts. Your tone is uncalled for. We understand you are upset, but lets try to keep things civil here.

Benjamin

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Adobe Community Professional ,
Jan 20, 2017 Jan 20, 2017

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adesync123 wrote:

I need to know how to do something in Photoshop that is not adequately explained in any documentation and only covered in the forums for outdated versions

I suggest that you ask in this forum.

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Community Beginner ,
Jan 20, 2017 Jan 20, 2017

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Thank you Bob, I have done.

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