Adam Marelli Posted July 19, 2011 Share #1 Posted July 19, 2011 Advertisement (gone after registration) Just yesterday I had an issue with my Lightroom back ups and decided to call Adobe. This was my first call to them and the ensuing six hours were a disaster. Eventually, I tracked down someone here in the US, instead of India and the resolution was night and day. She confirmed that EVERYTHING, every single thing that Technical Support told me was wrong. She was completely apologetic about the whole ordeal and spent an hour on the phone sorting out my questions. Has anyone else had a really bad experience with Adobe? I really felt that they service was so bad that it needed to be brought to the attention of Adobe and I plan to follow up with them because as individuals our comments are sometimes lost to a big company. But as a collective whole we have some real bargaining power. The full details are compiled in a link on my site, but I am more curious to hear about other peoples experiences. Best-Adam Adam Marelli Photo Link to post Share on other sites More sharing options...
Advertisement Posted July 19, 2011 Posted July 19, 2011 Hi Adam Marelli, Take a look here Surreal Lightroom Experience. I'm sure you'll find what you were looking for!
ggriswold Posted July 19, 2011 Share #2 Posted July 19, 2011 I always turn to forum searches, or just Google the question for any software question and usually find a good answer. For instance I just did a Google search for: "lightroom change backup location" and the first hit was an illustrated explanation: Change Backup Location | Lightroom Tip I am not trying to be a jerk, but after 20 years of using all kinds of software I have found this to be the fastest and least stressful way. Sometimes I compare a few hits just to be sure there is a consensus. Option 2, call one of your friends who uses the product before you wander down the dark road of telephone support. Those bad support phone calls can bring out the beast in anyone! I have only called Adobe for licensing issues, not tech support... and never a hitch, but companies never scrimp on the revenue producing part of an enterprise. George Link to post Share on other sites More sharing options...
Adam Marelli Posted July 19, 2011 Author Share #3 Posted July 19, 2011 Hey George, I agree with you, most of the time a quick search would do the trick. But at the risk of moving the entire back up, I wanted to talk to a person. Moving all of the files can be a little nerve racking. The thing that really got me was that many of the problems came out before I even asked about the "technical issue" I was calling about. It was crazy. -Adam Link to post Share on other sites More sharing options...
ggriswold Posted July 20, 2011 Share #4 Posted July 20, 2011 Hi Adam, I can see that... You can find some good folks who know LR inside and out who are happy to share information. There are some real post processing wizz kids on GetDPI, a forum I follow for MF digital. I can't speak to the digital forum here (but I will check it out) ... I have been coming to L-Camera for M9 gripes, triumphs, conspiracy theories, and speculation. Adobe has a forum, but it is so cluttered with questions from page 3 of the manual it is useless. George http://www.georgegriswold.com Link to post Share on other sites More sharing options...
epand56 Posted July 21, 2011 Share #5 Posted July 21, 2011 That's strange, I've been using Adobe products for the last 30 years without a single problem. And being a graphic designer I mean all of them. Link to post Share on other sites More sharing options...
Peter H Posted July 22, 2011 Share #6 Posted July 22, 2011 That's strange, I've been using Adobe products for the last 30 years without a single problem.And being a graphic designer I mean all of them. Maybe its because you've been using them for 30 years, and you've grown up together. I have to say I've found them awfully poor at explaining things, particularly when you're a beginner - they often (like so many software people) assume you must understand the basic structures and methodologies and internal logic of the thing, and have virtually no patience when they discover you don't. If I were cynical, I'd assume that they're not so much interested in helping you as in displaying their expertise. Mind you, this isn't confined to Adobe. I'm finding Phase One/Capture One just as bad. So, its obviously me. I must be a fool for asking questions that I don't already know the answers to. Link to post Share on other sites More sharing options...
ggriswold Posted July 22, 2011 Share #7 Posted July 22, 2011 Advertisement (gone after registration) A great resource for learning new or updated software is lynda.com. Hundreds of online video lessons for almost any software out there. No Capture One (yet). You can sign up for a month to month subscription for $25. Lessons are broken down into segments less than 8 minutes and it tracks which ones you have looked at. When you think what you spend on all the hardware it is a steal. Link to post Share on other sites More sharing options...
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