Wm69696's profile

10 Messages

 • 

172 Points

Wed, Jul 21, 2021 9:15 PM

Lightroom Classic: Poor Customer Service via Phone/Chat

Once again - this is awful!!

I chat in for Cust support.  It took so long that I decided to call at the same time.  While chatting, it took about 12 minutes of typing and holding to get to a person who could help.  At the same time as I got someone on the chat, someone on the phone picked up - so I bid farewell to the chat agent.

They must sit next to each other - as soon as I disconnected with the chat, the phone rep hangs up on me.

I call back and get someone on the ph quickly and as soon as I begin to answer their 1st question to me, the phone gets disconnected.

I call back and get a rep and the ph goes down again....  WTH!!

I call back.  Get a rep who has to transfer me.  I hold listening to music.  No one picks up.

I call back and quickly get a person after answering all the questions questions then he tells me he has to transfer me to the LRC dept.  Im still holding and the music has stopped - 30 minutes now for a grand total of over an hour to get a human being on the phone.

REALLY !?!   And we pay for this crap service.  

I guess the CS reps get paid based on how many calls they pick up and not ob time or by how many customers they actually help.

What a shame.

Responses

189 Messages

 • 

4.6K Points

7 d ago

The best Adobe support is by 3rd party - pay to play. It's a shame. Adobe knows you have no other choice but to go elsewhere for help if you value your time and patience.

(edited)

10 Messages

 • 

172 Points

7 d ago

I guess its there way of wrapping up a statistic so it goes from bad to null.   They can send out an email but not know how to call back or even work a phone?

Whatever. BS. 

 

Adobe Administrator

 • 

10.7K Messages

 • 

142K Points

6 d ago

I am sorry you had a poor experience with customer service. Is there a specific problem you would like further assistance with?

10 Messages

 • 

172 Points

5 d ago

Yes.  thank you. I am an infrequent user and have gotten confused on these settings in the preferences, presets, raw default panes.  I like to keep the camera settings on raw import and was trying to confirm( I do have the 2 cameras listed).....

If I have checked Override master, that the camera in pane 2, 7DMk2, if importing from that camera , the camera settings will be kept?  The same is true if I import from my 6D even though 7D shows in the drop down menu?  Or do I have to change the drop down to 6D before sporting from it?

Do I have to change in the 2nd pane, the Adobe default to camera settings? When does that get changed?

In the Camera Models window, I understand that the individual camera presets can be changed there if I want to apply certain presets to the individual camera, right?  Thank you.

Adobe Administrator

 • 

10.7K Messages

 • 

142K Points

5 d ago

As you are configured now:

All Photos imported will receive Adobe Default - except:

  • EOS 6DMKII
  • EOS 7DMKII

These are both configured to override the Adobe Default and use Camera Settings. 

If you want to use a specific preset instead of Adobe Defaults or Camera Settings,  Choose the Camera:  Then set the Default to choose a preset and click [Update Default]. All imports after this will then import via the preset instead of Camera Settings. 

10 Messages

 • 

172 Points

5 d ago

If you want to use a specific preset instead of Adobe Defaults or Camera Settings,  Choose the Camera:  Then set the Default to choose a preset and click [Update Default].

Which Default?  The one under Camera in the 2nd one or the one in the window to the right in there 2nd pane?  I guess I don't understand these 2 settings , what happens when they are changed and how to apply them....

Adobe Administrator

 • 

10.7K Messages

 • 

142K Points

5 d ago

"Adobe Default" is the Processing that ships with Lightroom.

"Default" is the name of the pulldown that selects the processing you want to apply.  It can be one of these:

  • Adobe Default
  • Camera Setting 
  • Preset

To change a setting: 

  1. Select Camera to affect
  2. Choose processing to apply by selecting Default
  3. Click [Update Default]

Note: You may need to create a preset to accommodate your desired settings  prior to making the changes. 

10 Messages

 • 

172 Points

5 d ago

yes, thank you again. I know what "Default" is.  Where do I select Camera?  To the left or the window to the right?  

Adobe Administrator

 • 

10.7K Messages

 • 

142K Points

2 d ago

Cameras are chosen in the "Camera: " pulldown on the left when creating a new Default.

When modifying a default, you use the pane on the right and click the down arrow at the far right on the same line as the camera you are attempting to modify. 

10 Messages

 • 

172 Points

2 d ago

So after the Camera Model is added, the settings on the left, in my case, Camera: EOS 7D and Default: Adobe Default - have no effect, bearing?  Last used settings just stay in those drop downs?  I think I remember you saying "Adobe Default" is the default but in my case has no bearing because I have checked above override master, right?  Thank you.

Sorry for all the confusion - the videos ive watched and the website on adobe did not seem to cover this I think.  It seems to me a simple 3 minute phone call would have been much more efficient - sorry.....

if you have a more better link for instruction, please.