Adobe products and their lack of support
Jan 12, 2015 10:27:52 #
I have been a photoshop user for several years and a light room user for about the same amount of time but I am disgusted with their lack of support. I am not interested in the CC option because I already own CS6 extended and LR5. I was in Lehi Utah last week and Adobe has. A massive facility on the interstate so I went in hoping to find out how to get some support with a couple of problems I was having with both programs. To my astonishment I was told tha some of the security staff members also have the same problems and the don't know where to turn. Seems like Adobe doesn't care about people they have sold the programs to and are looking towards the Guy who wants to spend $10 a month to have their latest and greatest. I guess that may be why so msny other companies seem to want to offer similar programs or programs that run in front of or with theses wo programs to make the users experience better. What do you think. I am sure there are a myriad of opinions about this subject.
Jan 12, 2015 10:32:31 #
I have honestly never gone to Adobe for help. But have always found excellent help on many pages of the internet. I think Adobe is betting on this.
Jan 12, 2015 10:33:25 #
Considering the breadth of products they sell and the complexity of each product, Adobe does about as well as any other. I use Lightroom 5.7 and Photoshop CS5.
May people feel like you and spend many man-hours per year looking for the holy grail and not really finding it......
May people feel like you and spend many man-hours per year looking for the holy grail and not really finding it......
Jan 12, 2015 10:51:38 #
Toxdoc8 wrote:
I have been a photoshop user for several years and... (show quote)
Contacted Adobe support once via a web chat - and they fixed my problem within 10 minutes - but it was a CC problem.
So much support available on the internet - I would think there are answers for most any problem to be found with a search on the internet.
Jan 12, 2015 11:16:38 #
One of the reasons to use Adobe software is because of the massive amount of support available! Unfortunately, it is no longer feasible to have a "Help Desk" on the end of a toll free telephone line.
Adobe is smart they way they leverage customer skills and third party trainers all over the world. There are more books, guides and training videos on Adobe products than any of the products they compete with. You can bet that the independent support world is already writing their books or shooting their tutorials on Lightroom 6!
Please consider listing here the "couple of problems [you were] having with both programs." My suspicion is you'll discover you have your own personal support team jump in and try to figure it out. The many that do volunteer are having fun "paying it back" for all the help they once got.
Adobe is smart they way they leverage customer skills and third party trainers all over the world. There are more books, guides and training videos on Adobe products than any of the products they compete with. You can bet that the independent support world is already writing their books or shooting their tutorials on Lightroom 6!
Please consider listing here the "couple of problems [you were] having with both programs." My suspicion is you'll discover you have your own personal support team jump in and try to figure it out. The many that do volunteer are having fun "paying it back" for all the help they once got.
Jan 12, 2015 11:18:04 #
If you don't like volunteers helping you, the front door to direct help is here: http://helpx.adobe.com/contact.html
You will likely be invited to have a computer "chat". If it is about technique, you will likely be referred to one of Adobe's may sponsored and monitored forums that are full of real experts. Sometimes, if an "issue" is indeed critical, Adobe staff will join in.
For example, Adobe staff will never get involved with question like "Why won't my version open files RAW files from my brand new camera?" They will get involved if a pattern develops where multiple users have a specific set of computer hardware and operating system that seem to cause Adobe software failures.
You will likely be invited to have a computer "chat". If it is about technique, you will likely be referred to one of Adobe's may sponsored and monitored forums that are full of real experts. Sometimes, if an "issue" is indeed critical, Adobe staff will join in.
For example, Adobe staff will never get involved with question like "Why won't my version open files RAW files from my brand new camera?" They will get involved if a pattern develops where multiple users have a specific set of computer hardware and operating system that seem to cause Adobe software failures.
Jan 13, 2015 07:56:18 #
Violameister wrote:
I have honestly never gone to Adobe for help. But have always found excellent help on many pages of the internet. I think Adobe is betting on this.
This is probably the best place to get help with Adobe products.
Jan 13, 2015 07:58:14 #
Toxdoc8 wrote:
I have been a photoshop user for several years and... (show quote)
What annoys me about PS and LR is that when you click on the button for Help, you're directed to a forum where people like you and I take educated guesses. Every other program on the planet has actual help topics available, with an Index and Search feature.
Jan 13, 2015 09:22:45 #
Jan 13, 2015 09:25:57 #
OlinBost
Loc: Marietta, Ga.
There are a growing number of hardware and software companies that now charge for online support. cheap blankety blanks
Jan 13, 2015 10:07:01 #
Toxdoc8 wrote:
I have been a photoshop user for several years and... (show quote)
Did you have some reason to think that support was available to people who just show up at the facility you went to? I wouldn't assume that.
Jan 13, 2015 10:13:22 #
Jan 13, 2015 11:09:18 #
Toxdoc8 wrote:
I have been a photoshop user for several years and... (show quote)
I have never had anything but excellent support from Adobe. And this dates back to the first iteration of Photoshop. You didn't state if this "massive facility" was a tech support center for Adobe. Maybe it was just Adobe offices:~)
Jan 13, 2015 11:43:12 #
Toxdoc8 wrote:
I have been a photoshop user for several years and... (show quote)
You are not alone. I don't go for them for support. They don't really have any to offer unless you want to upgrade one of their products. They take credit cards very quickly. They also will attach your bank account via credit cards and slowly drain it by the month if you would prefer it that way. LOL
Jan 13, 2015 11:49:08 #
jerryc41 wrote:
What annoys me about PS and LR is that when you click on the button for Help, you're directed to a forum where people like you and I take educated guesses. Every other program on the planet has actual help topics available, with an Index and Search feature.
It is there Jerry. You are just not looking in the right spot. When I do click Help or F1 in Lightroom it takes me to the internet with a page full of help.
http://helpx.adobe.com/lightroom/topics.html
The actual and official instruction manuals are there in .pdf and those are always searchable. They are in the left column. Screen shot attached.
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