Adobe customer support is not helpful

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  • Updated 1 year ago
Probably the biggest problem with the software is the support team. Here is the typical process:

Make a claim --> Respond with disable GPU acceleration --> does not fix problem --> reply --> silence --> user makes pleas --> silence --> silence --> silence... 
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Geoff Decker

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Posted 1 year ago

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Simon Chen, Principal Computer Scientist

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What is the issue that you are facing in Lightroom?
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Simon Chen, Principal Computer Scientist

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Are you able to turn the GPU acceleration off from the Lightroom preferences dialog? If you do that, how the crop tool respond? Is it only the crop tool that does this?
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Geoff Decker

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It happens with or without. I don't know about the rest of the tools, I migrated my catalog to Capture One since I need to continue to do work and the current program just does not work.
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Geoff Decker

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So care to address anyone else in this thread or are we now in the ignore phase of the flow chart?
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Simon Chen, Principal Computer Scientist

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Need more info to make further suggestion (you mentioned that you moved on...). My guess at this point, there must be something specific to your setup because we haven't heard many customer reports of the same problem.

It would be helpful if you can post a video recording of what you are seeing. 

Also, when you update your AMD driver, follow the clean driver install http://support.amd.com/en-us/kb-articles/Pages/AMD-Clean-Uninstall-Utility.aspx. There are instances that we know that default driver update left some stale driver bits around.

https://support.ubi.com/en-gb/faqs/000025720/Nvidia-Driver-Clean-Installation
https://help.ea.com/en-us/help/pc/how-to-perform-a-clean-installation-of-your-graphics-driver
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Geoff Decker

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I'll have to do that when I get home. And moved on but I have about 9TB of photos that ideally I'd like to not re-export as tiffs to keep my edits... and I do the clean driver install every time because of said issue. But as I said, this function worked fine on your previous LR version. 

Now how about addressing some of the fine people below?
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Stephen Newport

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I have had some good experiences with Adobe support, but I have had many experiences like this one as well. 
A nice thing would be even a status update for lots of issues even if they weren't planning on doing anything with them anytime soon.
I'm still following issue reports many years old with many many many users asking/reporting the same thing with no adobe response in over a year!
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Jaroslav Bereza

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You can hire a lot people on tech support but Photoshop and probably Lightroom also are very complicated products. After six months newly hired people will be able to help you only with basic things like "disable GPU".

On the other side very experienced programmers don't have a lot of time and you can't create quickly new experienced programmers. It takes time to learn these products. So they probably can't answer all questions.
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Dave Pearce

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Pretty much my experience. Posted about not being able to get LR CC, had a silly answer about updating Windows. 10 (one idiot even marked that as helpfully), and that’s it. Thanks you, we will take your money but you’re on your own. I expect ill get another silly reply at some point, maybe make sure my monitor is clean.
It seems no matter how much info we provide we still get asked about it. It helps bump up thier star rating but leaves the user no further forward.
Should point out I’m not talking about all Adobe staf, just the ones ive encountered that have done this.
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Simon Chen, Principal Computer Scientist

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Carl Douthit

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It seems to me that there is no such thing as "Adobe customer support" that actually supports customers. There is a lot of Peer-to-peer customer support on this forum but very, very, rarely is there actually Adobe customer support.

I see competing products where the company/developers actually have direct customer support. They know what Support is all about.

Adobe has a vocabulary problem. They don't know what "Customer" support means. Nor does Adobe know what "Classic" means.

A Classic Automobile is old. It is characterized as being unchanged and unchangeable from when it was sold. A classic automobile has also been replaced by newer models. It is out of warranty (unsupported) and a curiosity that might still operate but doesn't really function the same way as do the more up to date models.