Could be the worst support out of any software company

  • 2
  • Problem
  • Updated 9 months ago
at this point Lightroom Classic is unusable as I've posted in a separate thread. that aside it is literally impossible to get support from Adobe regarding this issue. hold times, which unlike every other company, are not estimated and I've waited hold for 60 minutes two separate times over the last 2 days. adobe's support has always been poor at best bit the problems with the latest release must be overwhelming. 

while i've received two replies from people who seem to be adobe staff in response to the posted issue there has been NO FOLLOW UP WHATSOEVER on their part. answer an email - no reply, post a response ... nothing. 

having been a creative cloud subscriber since day one this complete disregard for customers is unconscionable. in contrast i pay google $25/mo for a few business emails and the handful of times i've needed to contact the support department  - the hold times are minimal, the follow up if needed is exceptional and the reps are generally knowledgable and communicate well. 

the sad truth is the atrocious support from adboe is standard operating procedure. it's been this way since i bought my first version of photoshop 15 years ago ... it probably time (well overdue) to find alternatives to LR and Photoshop
Photo of gregg grossman

gregg grossman

  • 10 Posts
  • 1 Reply Like
  • disgusted

Posted 9 months ago

  • 2
Photo of Carl Douthit

Carl Douthit

  • 52 Posts
  • 25 Reply Likes
Regardless of whether or not photography in the cloud (the new Lightroom CC), the generation of photographers that it seems to be aimed at (phone cameras) wants things when they want them, and want them NOW.

So customer service that is not available, very slow to respond, or just plain unresponsive -- that kind of customer "service" (non-service, really) is VERY counter-productive to the very product toward which Adobe has moved -- instant photos, instant availability, instantly everywhere.

I began subscribing to the Photography plan last January and I purchased a 1-year subscription so that I could evaluate whether or not Lightroom and Photoshop would be what I needed.

I'm looking hard at other options (haven't made up my mind yet to move on) and one of the reasons is the non-existent customer non-service mode of Adobe.