Premiere Pro/After Effects: Complaint About Customer Service / Software Userbility In General / Issues I have Had Over The Last 18 months

  • 2
  • Problem
  • Updated 3 months ago
  • (Edited)
To the Attention of Adobe Development, Relationship Managers & Customer Support Management. 

I have been an Adobe user for quite sometime. I am a single person business who offers photography & videography solutions to my clients based in the UK.

I have over the last 18 months had so many issues with Adobe software failing that I have decided to close my services down. THAT is right I have closed my business as at November last year. 

Whilst this might sound extreme, it really is not. I am not a corporate, I do not have endless amounts of money, or time. In fact time is money, which has caused me this issues and thus meant I have made this decision via my accountant.

I will not put in this post all the issues I have had, I will do that separately depending on the response I get from this post, as I feel it would only generate a lot of negative press if I was to put down every issue I have had & I probably would get banned from posting on the forum...

At this stage I would like a senior member of Adobe to contact me directly about this, not a tech support member, as although I cannot do anything about my own business, I can positively help others, by raising the concerns to the right people.

I would like to point out that it really is a one chance offer for Adobe to do the right thing, as in my opinion their software, marketing, access, invasion and control over their clients has gone to far in my opinion.

Topics for discussion are 
  • Collaboration Features
  • Licensing
  • Increase In Costs
  • Trapping Customers in to buying things they do not need
  • Notifications, harassment and Selling
  • Monopolising the market place
  • Intended Market Audience for Products & Services
  • Miss leading Marketing Campaigns
  • Support from All staff across the board
  • The lack of Support Staff Knowledge in Productions, Applications For Use
  • Being Able to Contact Adobe, Methods of Contact
  • People not contacting back
  • Software vs Hardware Support.
  • Missing, or non declared information on marketing materials, that leads to someone buying products or hardware that are not compatible.
  • The Information being provided by to technical, or not easily (laymans terms) easy to understand
  • Not declaring the requirements that are needed a day to day use of the software, ie Internet access, logging in, sync features and more
As you can see I have a lot of issues, each one of these is very complicated & in many layers so I would like to thrash this out, so that it can be addressed.

Currently I am not renewing my license with Adobe due to software not working ie in constant (ever evolving) Beta, Support I have received and the on going issues I have with Adobe's advertising, marketing & support information, which I strongly believe is very misleading, leaving out so many crucial elements, that if someone was to know about would probably not buy in to Adobe products.
Photo of Karl

Karl

  • 18 Posts
  • 2 Reply Likes
  • Upset, Stressed Out, Disappointed, Gutted, not Happy, Unhappy

Posted 3 months ago

  • 2
Photo of Jeffrey Tranberry

Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

  • 13972 Posts
  • 1664 Reply Likes
Official Response
Hi Karl, Sorry for your frustration. Looking at your case data, it looks like your issues are primarily around Premiere Pro and After Effects. I do see a case for Lightroom back in 2015 but it appears to have been resolved on first contact. I can have someone from the Digital Video team contact you directly. This site is for Digital Imaging and we don't have any Premiere Pro or After Effects experts who are active here.