Davethehiker Loc: South West Pennsylvania

I'm retired and have a lot of time and energy and even patience, but I have reached my limit.

I have working with a man named Rohit in India. He is polite and speaks understandably American English except for the way he says "Aperture". He pronounces it as "a percher" as a bird sits on a branch. :)

I have been working with them since last week.

I called 800-833-6687. In fact, I have been on hold for 35 minutes as I type this.

My goal is to copy my files from Aperture that is on my external 2TB HD over to the same external HD. I want to keep the titles that I gave my "Projects" in Aperture and have the same titles when they appear in LR6.

I know this is possible because I did myself once. The problem is that they all moved over to computer Internal HD where I have limited room.

Rohit had me copy my

Hold every thing I'm talking to a human in India.:

I'm back a different Indian answered the phone and once he understood the complexity of the problem, he decided to call Rohit and get help. I could hear them talking in a language that was not English. For reasons that are beyond my understanding, I could not speak to Rohit but had to type into a box on my screen. Rohit took over the computer and started a fresh install and migration of my files from the copy of Aperture on my 1 TB external HD to LR6 on my 2 TB external HD. Hopefully I'll be able to copy Aperture back on the 2TB drive when this is finished?! They erased the Aperture on my external 2TB to make room for what they were doing. This is going to take hours! I'll report back.

They gave an email to write them back and promised me they would call me back when I email them. I had told them that contacting them on their phone system is next to impossible.

drivered Loc: Capital District, NY

I don't know if this is true but I heard awhile back that if you demand to speak to someone in the US then you will be transferred to someone here. Don't bet on it but it is worth a try.

Davethehiker Loc: South West Pennsylvania

I no longer remember the company I was dealing with but I remember doing that once. I had just returned from a trip to Europe and was tired and jet lagged. When I returned home there was some sort of high tech problem awaiting me. I called and found myself straining to understand someone speaking in an Indian accent. I explained to him that I was too tired to try to understand him. He pleaded with not to hang up but I finally did. The next day a knowledgeable person with an American accent called me back. The problem was resolved quickly.

If you interested in how this ends, go here:
http://www.uglyhedgehog.com/t-308206-5.html

and go to the last pages.

Mary Kate Loc: NYC

The world has gotten smaller. I have also been frustrated with the product. I have found these "Indians" more than helpful. Considering it's a second language to them, I think they are helpful. Have you always had the same experience with those you call in the States?

dcampbell52 Loc: Clearwater Fl

Adobe support quality is like everywhere else, it depends on who you get. My first attempt at LR5 support, I got a guy that was clueless. My LR5 suddenly was only showing LR4 and PS6 as the only versions showing in the cloud. He messed around in my computer remotely and came up with the absolutley brilliant decision that I didn't join the cloud. I pointed out that I have been charged $9.99 every month since the cloud started. So he said he would escalate it. A couple of weeks later another tech called, looked at the issue and said they would call back. I never got a call. When LR6 came out, I could install it on my other 2 machines but not on my main computer. I called back and was told that LR6 (CC) was so new that it probably hadn't downloaded to me yet. I called back the next day, got Shelly (her name may have been Sheila, I am horrible on names). I explained what had happend, explained that if it had not downloaded to me, how come it was available on my other 2 machines? She went in and found that the first tech had set my Windows 7 cloud to 32bit so it was ONLY showing 32 bit versions of the programs. She made the repair, deleted the opm (?) file and then reinstalled the cloud and Everything was as it should be..I spent 5 hours on the phone with the other 2 support specialists. I spent 45 minutes on the phone with the last one and she got it right. My point here is that it isn't that support is good or bad. It is that some support people are excellent and others are terrible. It is that way at any support location you call, whether Adobe, Canon, Nikon, Microsoft, Apple.

Davethehiker Loc: South West Pennsylvania

I'm sure all can tell stories about horrible "expert help" we got. Last year I was having a problem with my MacBook Pro and took it to the local Apple Store and up to the "Genius" bar. I spend the better part of a day there. Three different geniuses worked on it. One would take over as anther one's shift would end. They ended up removing all my applications and told me that I would need to reinstall them all. Fortuitously, I keep a "Time Machine" backup of my machine. I went home and and restored my computer to a time prior to when the problem developed. It turns out that I loaded some Mal-ware on my computer a week prior to the problems starting. I now have an Ad blocker on my browser to keep myself for falling for that again.

As I write this I'm about to start a fresh backup of my entire computer system and all it's files. This will be roughly 2TB of data backed up wirelessly to a 3 TB HD. This could take days but it goes on in the back ground.

Los-Angeles-Shooter Loc: Los Angeles

Hint to everyone: Adobe "support" is execrable in all respects for all products. That opinion is from personal experience. Adobe has utter contempt for us and it shows.

Davethehiker Loc: South West Pennsylvania

When you use big words I need to look them up:

execrable - Dictionary Definition : Vocabulary.com
www.vocabulary.com/dictionary/execrable

If something's execrable it's really and truly, unbelievably, absolutely the worst. Execrable is often used as a harshly critical term in the arts, when a reviewer ...

I never saw this word before. Sounds a lot like "excrement".

So this how polite people say shitty?

washy Loc: Dorset UK

I has a similar problem in trying to download Lightroom 6, I had three techs. that either could not be bothered or thought every pc user is a whizz kid and I'm not and I suspect a lot of my generation are not either. Eventually a tech took control of my PC remotely, found the files I had downloaded were not complete or corrupt, cleared them away and hey presto Lightroom 6 works. My advice to any one having problems with Adobe phone support, would be make enough fuss enough times and some one who knows his stuff, will eventually get to you and put a smile on your face.

Davethehiker Loc: South West Pennsylvania

I should jump in here to point out that I started this post when I was totally frustrated. Since then Adobe India got back to me and worked with me resolve me problems. I consider myself to be reasonable knowledgeable about computer things. I did work for IBM for 25 years before retirement, given a golden parachute then worked for them as a consultant for another 12 years. That does not mean I know anything about LR. However I can recognize when someone is trying to blow me off by giving me misinformation.

At one point a tech told me that installation was impossible because I was trying to squeeze 500 GB of data into my HD and there was not enough room. I pointed out to him that we had 2 TB of empty space into which to place it and that was enough room. He then got me in touch with a more competent tech who was able to start the migration. It took many hours to complete but it was done!

I can't imagine how difficult this would be for someone not familiar with terms like GB and TB.

Los-Angeles-Shooter Loc: Los Angeles

I should emulate... Whoops, I mean "copy" the style of Hemingway. Easy words. Hemingway, a journalist before he became a novelist, believed that straightforward language and words worked best. For the most part, he was right.

Davethehiker Loc: South West Pennsylvania

:wink: It's always good to learn a new word. :)

Los-Angeles-Shooter Loc: Los Angeles

Yes. Even if you don't use the big words, you know what they mean when other people use them!

And now that we have spell checkers we don't worry much about spelling, even if we were weak at it back in "skool."

Past Pro Loc: Spring Hill, Florida

There was a discussion pertaining to the use of English awhile back. In this thread the poor English language has taken an extremely hard hit. And, for the most part at least, the language has not been beaten up by some third world geek, but American-born essayists. IMHO.

Davethehiker Loc: South West Pennsylvania

My hearing is not the best. I sometimes struggle to understand any accent. Under the stress of solving a technical problem, a foreign accent, regional accent, or speech impediment, adds another level of frustration. Rohit spoke good American and did solve my problem. I gave him a favorable rating in the evaluation form they e-mailed to me.

The biggest problem I had was with the robotic phone system. It tells you the wait time will be between 4 to seven minutes when in fact it typically 50 minutes.