wthomson Loc: Tempe, Arizona

Be forewarned; this is a vent--I'm not looking for advice: I have now spent approximately 10 hours attempting to get assistance from Adobe in upgrading LR6.0 to LR6.12. I have been on chat multiple times, waiting at times literally hours for a connection. Today I have been online for over 4 hours, having been disconnected by Adobe three times. I have been polite, even though I was raging inside. Here is a verbatim copy of the end of my last Adobe communication, which occurred after waiting 2 hours for a chat connection:

William Thomson:

I recently finished a remote control chat with Aditya Shishu, attempting to upgrade LR6.0 to LR6.12. He ended with: Error Code: U44M2P28. He said he was referring me to the CC remote team, but we were disconnected (2 hours ago). I have now been online today for over 4 hours, added to 5-6 hours over the weekend. I have been a loyal Adobe customer for many years. Please connect me with the CC remote team as soon as possible. Thank you.

Anubha replies:

Thanks for contacting Adobe.

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Is this what we can expect as we move into semi-monopolies in our economy?

rook2c4 Loc: Philadelphia, PA USA

You were probably talking with the night shift. (India time, that is.) Perhaps you will get better service with the more alert day shift Adobe employees.

wthomson Loc: Tempe, Arizona

I have tried both the night and day shifts. Must have interacted with at least a dozen reps. When they can't answer a question, the script apparently says to shift the customer to either sales or forum, and then disconnect. Funny way to run a business!

Marionsho Loc: Kansas

Well, they got your money anyway.

bdk Loc: Sanibel Fl.

when I had a problem I got help almost immediately. I had no complaints. I guesss I was lucky.

rgrenaderphoto Loc: Hollywood, CA

I called last week with a Creative Cloud error, spent 30 minutes on the phone and had my problem resolved. You cannot expect quick response during times of maximum calls.

rpavich Loc: West Virginia

No, this is a canned response because nobody was available at the moment. All companies do it. They know that impatient consumers DEMAND that someone get right back to them or they will pitch a hissy fit so they put out automated responses first, and then address as they can.

cthahn

There is something wrong somewhere, but it is difficult for anyone here to understand what the problem is. Try and solve a problem with big MS or Google. They all too big. Expect everything to be done on a computer, and if not, they could care less. All they want is to get bigger and make more money.

foathog Loc: Greensboro, NC

Just keep sending that check every month. LOL

jerryc41 Loc: Catskill Mts of NY

Yes, online support - from anyone - can be frustrating. Sometimes you get lucky, and sometimes you get Aditya Shishu. Time means nothing to those people. They always have someone on the phone, so whether it's five minutes or five hours for one customer, so what?

When I hit a brick wall with support, I'll call back, hoping for a different agent. Of course, they have a record of your call, and that can work against you, getting you transferred back to the same agent and being put on hold.

In your particular case, I would uninstall LR, reinstall, and try the update from that point. My updates, from 6.0 to 6.12 have gone smoothly.

mborn Loc: Massachusetts

Have had good luck with online chat sessions with Adobe

Jim Bob

How unfortunate. Try DIRECTV (especially since it has been picked up by AT&T) or any company these days. Customer service is a dying art form.

jerryc41 Loc: Catskill Mts of NY

SusanFromVermont Loc: Southwest corner of Vermont

I agree that customer service in today's world leaves a lot to be desired. It is not pleasant to talk to a computer with a "script"

SusanFromVermont Loc: Southwest corner of Vermont

I agree that customer service in today's world leaves a lot to be desired. It is not pleasant to talk to a computer with a "script" it has to follow before you can reach a real person. In general, I try to get to that real person as quickly as possible.

That said, I am surprised at the amount of difficulty you are having with Adobe. I have had several instances where there was a problem with the program, and used the online chat to get it solved. One of the most frustrating involved several calls, but the technicians put in a lot of time to solve the problem. For instance, we thought it was fixed, but when I began to use the program after disconnecting, the problem returned. Next time, I described what had happened and suggested further testing and verification of the fix before disconnecting. When the technician did that, it turned out that the problem went deeper than it appeared. She had to consult with another technician, but finally found that there were corrupted files. Then, because I had to go out, that particular individual stayed on my computer and fixed the corrupted files. When I got home, it was done, and there was an email telling me about it and asking me to let her know if everything continued to be OK!

A lot of times it involves teamwork between the customer and the technician to figure it out. I know more about what my computer is doing, and they know more about how to look around in the computer to find the anomalies! And some of them can do their job better than they can talk to you... I always ask them to tell me what they are doing as they search around, not every step, but what they find, etc.

Hope you get your problem solved.