BHC Loc: Strawberry Valley, JF, USA

General Info
Chat start time May 8, 2013 3:08:19 AM EST
Chat end time May 8, 2013 3:42:46 AM EST
Duration (actual chatting time) 00:34:27
Operator Gavin
Chat Transcript
info: One moment please while we route your chat to a representative.
info: Thank you for contacting Adobe Sales. My name is Gavin. How may I help you today?
Gavin: Hi, may I have your first name please?
you: Bill
Gavin: Hello Bill
Gavin: How may I help you with your purchase today?
you: Is the cloud the only was to use CS6 or can I buy a copy of the program?
Gavin: Yes, that's correct you need to use the Photoshop through Creative Cloud on a low monthly fee.
Gavin: There is no option to purchase outright at once
Gavin: Just to confirm is this for commercial or educational purpose?
you: Never mind then. I'll take my business elsewhere!
Gavin: I understand your concern, and do you own any previous version of the software?
you: Only PSE6
Gavin: Thank you for that information.
Gavin: To help you better could you please tell me what kind of projects do you work on?
you: No, I won't; you don't need to know if I can't buy my own private copy. Your decision to limit CS6 to the cloud is going to cost you a lot of business.
Gavin: However you get get regular upgrades, updates to new version which releases in future so no need to invest any more on other products to upgrade new version.
Gavin: If you purchase the software outright at once then you'll be locked with CS6 version and will be paying upgrade price to avail new version tools
you: Then when CS7 comes out, there would be no way to upgrade?
Gavin: Going forward new releases application will be through Creative Cloud and will be getting new updates, upgrades with your current low monthly subscription plan fee.
Gavin: All of our customers are into Cloud as it is the new offering from Adobe. They have liked what Cloud can do and hence are subscribing to Cloud.
you: Your subscription fees are not low for those of us on fixed incomes. I had saved for CS6, but now I'll have to look elsewhere. Shame on you.
Gavin: Bill, I completely understand however subscribing to Creative Cloud will avoid you huge upgrade investment in future.
Gavin: Are we connected?
you: No, it's just another way to make us dependent on a service mode that no guarantee of privacy or continuation. Some people don't want to use the cloud. If you don't believe me, follow some of the photographic groups and nets. You've already lost several customers I know of. You have lowered yourselves to a subtle form of potential extortion.
info: Your chat transcript will be sent to whcassing@mail.com at the end of your chat.
Gavin: No, Adobe isn't doing like that, we are offering entire Adobe products on a low monthly fee with regular updates and upgrades to future version for the same subscription fee.
Gavin: Bill, I'm sorry I haven't heard from you in a while. Would you like to continue chatting?
Gavin: Thank you for visiting Adobe.com today! Please come back online if you need any assistance. We will be happy to help.
Gavin: We'd like to hear your comments. Please click on the 'Close' button in the upper right corner and take a moment to complete a short survey. Thank you! Have a Nice Day!


NOTE: I was responding when the ended the chat!

skidooman Loc: Minnesota

Lovely, just lovely.

ph0t0bug

Well, I downloaded the beta version of Lightroom 5 and was wondering what it was going to cost me when the trial was up. Wow! Is it ever going to cost! I guess if you're a professional it's probably worth it, but I'm a beginner. As it happens I had just bought Corel Paint Shop Ultimate the day before the Lightroom offer, and I like it very much. I will stay with that and Adobe can do without my business. I think my current version of Lightroom will do me for years, along with the Corel. I just hope the rest of the companies don't follow Adobe's lead in the future!

Quickflash Loc: Loganville, Ga

Does anyone know if Adobe is planning to do same thing with Elements? I hope not. I did a search but found nothing about it.

ph0t0bug

As I understand it from cnet (test.tester@cnet.com) it will encompass all Photoshop products under one umbrella, hence the cost, and will actually be cheaper than upgrading them on a regular basis.

BHC Loc: Strawberry Valley, JF, USA

If Adobe is so arrogant as to think they can't be taken down by user disapproval, perhaps they'd like to check into the relative success of Lotus 123 and Symphony after they fell behind Excel's development. Sure Lotus is still in business, but has a much smaller market share since IBM decided to develop a software suite for themselves instead of the end-users. New Coke and Edsel were not the only failures in marketing; Adobe could well be next!

Quickflash Loc: Loganville, Ga

Photobug, thanks for your reply. I realize that for someone who makes a living with their camera, this new cloud thing is probably a good thing. For people like me whose needs are far less than that of a pro, I don't see the need for all those upgrades. The CS 5, 6 and up is necessary for some, but PSE10 & LR4 is way more than enough for me. If Adobe comes to their senses, I would probably upgrade in 3 or 4 years. They apparently don't need me any more than I need to pay 50 bucks a month.

rpavich Loc: West Virginia

So why is ranting at a phone operator who cannot control the product that Adobe sells somehow a good thing?

This person just had a job like everyone else and all you did was to show ignorance by calling and making a fool out of yourself.

PS: At this time PSE isn't going to be cloud based.

rpavich Loc: West Virginia

You won't pay 50 bucks a month....that's only for the creative suite...PS is only $19.95 per month...don't know what LR would be and PSE isn't even included in the cloud at this time.

I wish everyone would just read the FAQ's... :(

Quickflash Loc: Loganville, Ga

Thanks Rpavich, I tried to google the answer, but obviously looked in the wrong places. I will not pay $19.95 a month either. I just can't afford to. If they keep Elements out of the cloud, I will be a happy camper.

BHC Loc: Strawberry Valley, JF, USA

Please, Bob, if you're going to chastise me for seeking information on a subject, at least get the mode of communication right; the conversation was an on-line chat in which I expressed my opinion. A good customer service representative may not agree with you, but at one time he/she would assure you that your concerns would be noted and passed on to a higher authority. Now CSR's are excuse makers reading from a script. It's not their fault; they are just doing what they're paid to do. Obviously this one was being paid to follow the company line, not to serve as a conduit for customer concerns. The transcript I posted says little about the CSR; it speaks volumes about Adobe and their attitude toward their customer base.

As for ranting and making a fool of myself, I just wanted a straight answer. Take note of the scripted skirting of the issue.

Finally, your comment about PSE and Adobes inferences seem to be at issue.

ph0t0bug

For another perspective and more info check photographybay.com.