Adobes brilliant scheme and customer treatment. Though I had Premiere Pro, video editing software for a number of years, it was very complicated and I didnt have much time to deal with it till recently, when I decided to concentrate on dealing with more than a thousand accumulated videos. So after about 6 videos, I started having a problem where 1 clip would substitute for others, making me unable to complete them. An adobe tech tried to help me on the phone but was unsuccessful and deleted all my .xmp files in the folder that contained the videos, despite the fact that these were Photoshop files, not Premiere Pro and affected the way the RAW camera files appeared. Many hours were spend on this process so I protested that he was deleting them, he said that was all right, he would restore them, but he didnt and I did so myself from the recycle bin after he hung up. He said to call a number for further help. It was sales and they wanted me to UPDGRADE (not update) for $300. of subscribe to Creative Cloud for a permanent monthly fee. I was pressured to do so but declined, saying I would be satisfied if the version I had worked as it is supposed to. I didnt want continual upgrades because I had already lost capabilities that I like when upgrading versions of Photoshop, their other program. She appeared upset that I didnt want to do so. So since nothing solved this problem of hijacking the video clips, I tried uninstalling and reinstalling the program. I then updated to version 5.03 which was what I had before and was entitled to. But after quite a while of watching the bar graph go to the end, it then said the update failed and try again or contact customer service. After the 2nd failed, I did the latter. I was shortly put in contact with someone with installation problems and after taking my email, he said to hold on a minute. After 30 minutes of silence, I got the sound indicating a hangup. I called again and told the person in upgrades (sales) what happened and she said she would transfer me to a supervisor there, with a note about what happened. She said she could see that they weren’t busy there and the wait time should be 4 minutes. After another half hour of holding to music, I gave up and called back again and this time got Deserai in sales and told her the whole story. She was dismayed and said she would transfer me to imaging then, with a wait time of 15 minutes. After over an hour of just music, I called sales again on my cell phone and when the guy, John answered. I held the landline phone to the mouthpiece and asked if he knew what that was. I told him it was their music being on hold, and he said I just needed to be patient as there were many ahead of me. I reiterated the story of how the 1st person answered soon but put me on hold and hung up and subsequently I was given other wait times of 4 minutes and 15 minutes. I was then heavily pressured to solve all my problems by upgrading for $299 or paying an endless monthly fee again. He said otherwise, I can just be patient and wait. I said that they know I don’t want to upgrade, just to enable my version to work and I don’t think they are ever going to answer as they know my number and case and said I was going to tell the story to the Attorney General then and this is it, but I would leave the phone on hold till it goes dead or otherwise. As I finish this letter it is now over 3 hours. To sum this all up, instead of allowing me to complete what was a free upgrade, as I had before, they will not let the appropriate person to talk to me about why it fails. They have developed a great scheme, whereby instead Id perpetually pay a monthly fee $49.99 for Creative Cloud suite for all my Adobe software to continue operating. If I stop paying it will stop working. The supposed benefit is that it is automatically upgraded. But my experience with Adobe already is that while they give you new things, they take away other things that worked better, but now you have to buy another program if you want the capabilities you lost. Thus after Photoshop C3, you could no longer customize the web galleries unless you bought Dreamweaver, another program. This is such a brilliant scheme of an essential monopoly that Adobe has. Whether they really improve things or not, they get perpetual payment and they are discontinuing support for all previous disc programs.
Posted on: Fri, 21 Mar 2014 22:53:19 +0000
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