Does Adobe care about the technical knowledge of its technical support reps?

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Merged

This conversation has been merged. Please reference the main conversation: Photoshop: Problem highlighting layers in the layers panel

The "technical" help I received today from a rep. at Adobe Photoshop was clearly from someone in basic training. The person kept repeated a scripted answer that did NOT answer the question at all. And to make it worse, the individual kept putting me on hold to check with colleagues while coming back with the same answer. Adobe should make sure reps have a basic knowledge of the product. It is stressful enough to have a product that does not work and then add to it a "technical expert" who does not know much about it!
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evelyn perez

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  • frustrated

Posted 6 years ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Evelyn,

While we try and train agents on as many topics as possible - it's difficult for a single person to know every detail for every feature in a product as rich and deep as Photoshop. I always recommend posting your questions here or on our forums in order to have more expert eyes on your questions

What was the issue you were having trouble with?

We'd be happy to help answer you question.
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evelyn perez

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Thank you Jeffrey. I posted the question on Adobe forums and did not get a reply. I was not aware of photoshop_family until I saw a posting on the web about it. My question is:

I am using an iMac, 32 gb, with Mavericks and CS6. As of two days ago, I cannot select a layer in CS6 in order to activate it. I does NOT highlight it, just places a frame around icon. I then have to double click on it, which brings up the Layer Styles menu every time, and after I click "OK" it activates the layer on the layers panel. Do you know what I can do to be able to highlight a layer on layers panel with a single click on that layer? Thanks.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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OK. I answered that thread yesterday and added some additional ideas today. I'll merge this with that.

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