Adobe Customer Service
Nov 22, 2019 12:03:50 #
JohnSwanda wrote:
The problem seems to be that he thinks people ask for advice here on Adobe products because they tried Adobe support and it was lacking.
Isn't that the most logical conclusion to draw?
If I have problems with Photos, I contact Apple. If I have problems with Affinity, I contact Serif. If I have problems with Luminar, I contact Skylum. I would only bring a problem here if I wasn't getting satisfactory support from any of them.
Nov 22, 2019 12:08:02 #
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Nov 22, 2019 12:15:40 #
Mac wrote:
Isn't that the most logical conclusion to draw?
If I have problems with Photos, I contact Apple. If I have problems with Affinity, I contact Serif. If I have problems with Luminar, I contact Skylum. I would only bring a problem here if I wasn't getting satisfactory support from any of them.
If I have problems with Photos, I contact Apple. If I have problems with Affinity, I contact Serif. If I have problems with Luminar, I contact Skylum. I would only bring a problem here if I wasn't getting satisfactory support from any of them.
But it looks like everyone answering this thread who has used Adobe support has positive things to say. Where are all the people who couldn't get a satisfactory answer from Adobe so they asked here?
Nov 22, 2019 12:21:35 #
JohnSwanda wrote:
But it looks like everyone answering this thread who has used Adobe support has positive things to say. Where are all the people who couldn't get a satisfactory answer from Adobe so they asked here?
Yes, but look at all the post about Adobe problems that there are. They wouldn't need to ask here if they had gotten satisfactory support from Adobe.
Nov 22, 2019 12:53:05 #
Mac wrote:
Yes, but look at all the post about Adobe problems that there are. They wouldn't need to ask here if they had gotten satisfactory support from Adobe.
That's an assumption which doesn't seem to be true. It's easier to ask here than to contact Adobe. Again, everyone who responded to this thread who contacted Adobe got good support, including me.
Nov 22, 2019 13:09:45 #
JohnSwanda wrote:
Again, everyone who responded to this thread who contacted Adobe got good support, including me.
I got it that everyone who responded to this thread got good support from Adobe, I got it the first time you said it, I got it when I read all the posts saying that had gotten good support. Yet there are still many posts about Adobe problems. Why ask here instead of asking the manufacturer? You yourself said it was easier to ask here than to contact Adobe support. Is it difficult to contact Adobe? If it is, does that make for good support? If it's easy to contact Adobe support why ask here? Something isn't right.
Nov 22, 2019 13:13:42 #
Strodav
Loc: Houston, Tx
Mac wrote:
Mark
... Another reason is all the problems that Adobe users have. You and many others have posted in this thread about how good Adobe support is, but if that really was the case why are there so many posts about Adobe problems? If you counted up all the posts about Adobe problems and counted up all posts about problems with all the other PP programs combined, I don't think the difference would be that great. Adobe problems might even outnumber the others.
Mac
... Another reason is all the problems that Adobe users have. You and many others have posted in this thread about how good Adobe support is, but if that really was the case why are there so many posts about Adobe problems? If you counted up all the posts about Adobe problems and counted up all posts about problems with all the other PP programs combined, I don't think the difference would be that great. Adobe problems might even outnumber the others.
Mac
FWIW: As a young engineer I was part of an R&D team that designed and supported image processing equipment (systems, hardware, microcode, and software) for the graphic arts industry. 1) There is no such thing as bug free hardware and software; 2) It is impossible to predict how software is going to work on all the various possible combinations of user owned hardware and software out there; 3) the majority of service calls were due a combination of lack of knowledge on the part of the user, user error, users trying things the design team never expected, intermittent hardware failures. The more complicated the systems, the more "bugs" you will find. LR and PS are very complicated pieces of software.
Nov 22, 2019 15:18:55 #
Hi:
Here is something no one mentioned.
Adobe was losing a huge amount of revenue when users were stealing their software. There were programs that had hacked the algorithm that created the passwords and as a result anyone could get Adobe Photoshop for free if you had a friend who could help you get a "free" password. I have spent many years working for software companies and watched users call our customer support phone line and we noticed that they had never paid for the software. (They did not pay for the software but did expect customer support!)
The second problem Adobe resolved was updates. It is very complicated to keep track of updates and upgrades. It cost a lot of money for the company to maintain all these different versions and provide updates.
By offering subscription service, Adobe has solved both these problems.
As someone already pointed out, if you do not like the price, do not buy the software (subscription).
Cameraman
Adobe (paid) user for many years
Here is something no one mentioned.
Adobe was losing a huge amount of revenue when users were stealing their software. There were programs that had hacked the algorithm that created the passwords and as a result anyone could get Adobe Photoshop for free if you had a friend who could help you get a "free" password. I have spent many years working for software companies and watched users call our customer support phone line and we noticed that they had never paid for the software. (They did not pay for the software but did expect customer support!)
The second problem Adobe resolved was updates. It is very complicated to keep track of updates and upgrades. It cost a lot of money for the company to maintain all these different versions and provide updates.
By offering subscription service, Adobe has solved both these problems.
As someone already pointed out, if you do not like the price, do not buy the software (subscription).
Cameraman
Adobe (paid) user for many years
Nov 22, 2019 15:20:51 #
Mac wrote:
With all the money Adobe charges, $10 a month = $120 a year, year after year, you would think they would offer fast and helpful customer service. Yet everyday there are multiple requests for help with Adobe products on UHH. It's a shame that the people who are spending all that money can't get what they need from Adobe.
It's unfortunate that there are people like you around that make assumptions with no facts to support them that can affect a companies reputation.
Can you explain how you know how many of those who ask questions about Adobe products on UHH do so because they have not been able to get an answer from Adobe help or literature?
Nov 22, 2019 15:27:28 #
Mac wrote:
Yes, but look at all the post about Adobe problems that there are. They wouldn't need to ask here if they had gotten satisfactory support from Adobe.
No doubt you also consider Nikon/Canon support is also poor if you base an assumption on all the questions asked here about their products?
Nov 22, 2019 16:58:46 #
I am having a problem with Adobe that does not involve the software--rather a charge that appeared on my bill, on a credit card other than the one I get my monthly Adobe charge. I called and the people from wherever united understand what I was asking about. After the gal on the third call put me on hold "for a minute" and hadn't returned in 30 I hung up. Shortly thereafter I received and email about an open case with instructions how to get my case resolved. I responded as asked last Saturday. Since then I have received the same email every day but no one has responded to my issue. So I send them the same emai about the issue and never get a response. I call that really bad service. When they finally close the case I will repeat my request and case number. I have had good support on various technical issues over the years but they clearly don't know how to deal with this kind of issue. Any advice?
Nov 22, 2019 17:22:36 #
Mac wrote:
... The cost is only a part of why I don't subscribe to it. I suspect I wouldn't use or need all that Adobe delivers. I bought both Affinity and Luminar for $50 each, that's $100 total forever which is less than Adobe for one year...
I do not use or need all that Adobe delivers. But I subscribe.
The subscription is a small part of what I spend on photography in any year. I believe I get my money's worth.
And yes, you have perpetual licenses for your $100, but it's really only good until the technology outpaces the software. When your OS no longer supports your version you have to shell out for another updated version of whatever software you use. And technology moves at an increasing rate these days. It may be cheaper than Adobe in the long run but Adobe does well by me and the cost is not that great. There's a difference between price and value.
In the end, it's your choice, and you're entitled to it. I have made mine.
Nov 22, 2019 18:22:34 #
My experiences with Adobe Customer Service (only two) were excellent and completed in a timely manner.
Nov 22, 2019 20:42:55 #
My impression is that people know many UHH-ers have a vast array of experience with Adobe products and are helpful, so that UHH, in their mind, is the place to go to solve their problems. After all, LR and PS are photo software, and UHH-ers are photographers, right? Never mind that Adobe help desk should logically be the first step with software problems. It's just a sign of how well-respected the advice given here is.
Nov 22, 2019 22:30:51 #
lsupremo
Loc: Palm Desert, CA
Will one of you UHHers post what is Adobe Lightroom’s help line Number?
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