Adobe Lightroom: Issue with trial evaluation

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  • Problem
  • Updated 8 years ago
  • In Progress
  • (Edited)
Dear Adobe,

We are a small family photography company looking for better editing software. Although lightroom came recommended we are dissatisfied with your customer service. We downloaded the free trial but did not have time to adequately overview the product. Now we have some time off with the thanksgiving holiday and thought we could truly give lightroom a chance however the trial has expired. We called Adobe support and after 18 minutes on hold a person finally answered. She flat out said there was no way to extend or grant another trial. We asked if it was common to refuse a customer request this simple and she then offered to transfer me to another area whose expertise was lightroom. The lightroom "professional" also flat out refused to grant any type of trial and stated we feel the trial is sufficient to survey the product but if we purchased the downloaded version of lightroom we could get a refund before 30 days if we wanted to return the product. Unfortunately I didn't get his name but was either Paul or Bill and did sound American. This person was not at all what I would expect from a co of Adobe's stature, unfriendly & almost hostel when I asked him for a trial extension. It seems wrong for a co to refuse to let a customer test a product of this cost and offer to return if you don't like it rather than simply grant a longer trial.

After all this I am highly disappointed in Adobe; we were looking forward to a new product to help our small business. Without adequately testing a product we are not going to invest hundreds in a product. In addition this product will most likely not have the support needed with a total of 33 minutes on the phone with Adobe and refusal to grant a trial extension I am disappointed. All we wanted was an opportunity to test your product before buying.

So my question is; will lightroom disappoint too or is it worth the hassle?
Photo of Roger Engle

Roger Engle

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  • disapointed

Posted 8 years ago

  • 1
Photo of Julie Kmoch

Julie Kmoch, Sr. Development Manager

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Hi Roger,

Is it OK for me to look up your direct contact info from our site administrator so I can contact you offline? We'll figure something out.