Rude and poor customer service phone support for LIGHTROOM issues

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  • Updated 2 years ago
  • (Edited)
Yesterday I had the extreme displeasure of contacting Adobe phone support for a problem with Lightroom. The new Lightroom CC is very slow to load and react to image changes on my 27" iMac Retina. I would have expected more from Adobe since I now have to shell out money every month just to get Photoshop and Lightroom to even work (which is another sore point about Adobe). When I phoned Adobe for help with my problem I was routed overseas to someone with a very heavy accent who was difficult to understand and seemed to have little desire to actually help me. His solution was to create a new catalog and only put into that catalog the images I wished to work on. When I told him this wasn't going to work because I then didn't have quick access to all my other images and Lightroom is supposed to be about speedy workflow, his attitude got very belligerent. We went back and forth a few times and he refused to understand what I was trying to say. He just kept repeating the same thing. I finally asked to speak with someone else and he refused that saying, "Anyone else will tell you exactly the same thing I am saying." Not true, I later found out from Adobe's own website that his solution is just the
opposite of what they say to do. They recommend using only one catalog in
Lightroom. Anyway, I finally got annoyed and just hung up on him. I have since read in many different locations on the web that my experience is not unique. Adobe's customer service appears to be horrible to almost everyone that tries to get help. My suggestion to Adobe would be, WAKE UP! Bigger companies than you have gone extinct by having poor customer service. BTW, my problem was not solved. Lightroom still loads and runs very slowly and is almost unusable to me. Thanks for nothing Adobe. Hopefully someone or another company will create programs to compete with Lightroom and Photoshop. There are a few programs I'm seeing now and soon they will be able to challenge Adobe. I can't wait!
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Larry Fields

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  • Extremely annoyed

Posted 2 years ago

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Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

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So sorry to hear about your experience Larry.  I can't help with customer service, but tell us a bit more about the problem you're having.

What are your full system specs, and which LR version are you using?  Help menu > System Info is an easy way to get this information.

Have you tried any troubleshooting so far?  There's some initial steps that would help to narrow down the cause of the problem: Standard Lightroom Troubleshooting Steps
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Larry Fields

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This is a brand new iMac less than 2 months old so I doubt that it's the memory. The problems all started with the most recent update of Lightroom CC. I did all that your troubleshooting tips say to do and found that nothing worked except when I created a new catalog. It solved the slow reaction time of Lightroom. You say that this can be fixed but you don't say how to do it. So how do I "fix" this problem without trashing all the images in my current catalog? I still have the problem of Lightroom taking forever to startup, too.
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Steve Sprengel, Champion

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Victoria may have more things to try, but at least create a brand new catalog, and import all the images from  your old catalog(s) into it and see if things are faster.  Use File or LR / Import from Another Catalog.  That would help tell if the size of the catalog is mainly the problem or if something else was happening with the old catalog. 
(Edited)
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Larry Fields

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What I have discovered is that it is only some images within that catalog that are the problem. A lot of the images work just fine and react in real time. So why would only a few have such a delayed reaction to the changes I try to make?
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Steve Sprengel, Champion

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Is the problem for the images right away or only after you have made many adjustments?  If you'd like you could export a catalog with a single problem image, upload the image and the catalog to somewhere like www.dropbox.com and post a public share link to the image, here.  Obviously the image would need to be one that you and any customer would feel comfortable to have shared publically as this is a public forum.

A large number of adjustment brush strokes or healing/clone brush spots can slow things down quite a bit. 

Do you have Use Graphics Processor set On or Off in LR / Edit / Prefs / Performance, if that setting exists on a Mac?

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Larry Fields

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Tried both on and off for graphics processor. It didn't seem to make a difference. There are quite a few adjustments made to those slow images but nothing excessive and I have never had a problem like this in the past. I'm wondering if adding more memory to my iMac would make a difference? The latest 27" iMacs have that ability.
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Victoria Bampton - Lightroom Queen, Champion

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Great, ok, narrowing it down to catalog-specific helps, and we can likely narrow it down further from there.

One more question along that thread... is 'store presets with this catalog' checked in Preferences?  If it is, then it could still be a presets problem, but it's unchecked by default (which is my usual recommendation too).

> only some images within that catalog that are the problem

What happens if you write the settings to XMP for those photos (select in Grid view > Metadata menu > Write Metadata to Files) and then import those few photos into your clean catalog.  Do they run at normal speed or are they still slow?