ADOBE TECHNICAL SUPPORT POLL: Bring Tech Support back to US Soil.

[Will Keir]

Wondering what you guys who have been using CS6, Premiere Pro specifically, feel about Adobe Tech Support?

I've love some of the new features in CS6. Media Manager is fantastic. R3D native editing in 1/4 or 1/2 resolution smooth playback is a true gift.

Every once in a while I just need a quick conversation to figure out tech support issues. This conversation is routed to India or the Philippines and in every case has been a waste of time.

ADOBE. Why are you outsourcing the most important part of your software? The human element, the helpful adviser, knowledgeable and intelligent Tech Support? Bite the bullet, pay the higher wages and earn your client base. Support us.

 

[Bob Gundu]

Training is training Will. You make it sound like people from over seas are not intelligent. Are you suggesting Adobe is not providing the same level of training to India or the Philippines? Please choose your words wisely. If you are not getting the level of help you require, please do not blame a country. Your issues rely on adequate training regardless of where they may live. I'm sorry if this may sound like a rant. I don't mean it to be.

 

[Steve Sherrick]

Will, I would try to break this down more specifically so that it doesn't offend. There are quite a few people on here from these countries.

Are you finding you are unable to get the support you need because of a communication gap, in particular a language issue? I know that some people who talk to me probably feel my Boston accent is a language barrier. Seriously though, this can be a legitimate issue but one that can be resolved by asking the person to explain more clearly or perhaps asking to speak with another support rep.

Or are you finding that the actual support itself is bad, i.e they are unable to help you solve your problems due to a lack of knowledge? In this case, I would agree with Bob. This may come down to training and would be the same regardless of the country. Either a person knows their stuff or they don't. If they know their stuff and are just miscommunicating, then again I would say ask for a different support rep.

I did have one really bad experience with HP one time where there was a major language barrier issue and as it turned out the person wasn't qualified to handle my problem. After a frustrating 45 minute call, I finally got on the line with someone who knew what they were talking about and communicated it clearly. Both resided in the same country.

 

[Bobby Farokhzad]

My experience with Adobe technical support has been very bad so far, I would even go as far as saying among the worst. It isn't because of the fact that for most Adobe techs English isn't the first language (I myself come from the middle east and English isn't my first language) but rather because by the time you actually get to tell the tech your problem you have to jump through 10 different hoops, it's frustrating to say the least. I have come to learn that most of my questions and problems regarding Premiere and Encore can be solved simply by doing a thorough internet search.

 

[Joseph Coleman]

I'll be honest, I've been working with Adobe for 4 years now and have not come across a problem that I couldn't find the solution too online with a little diligent searching. Although, for the money that we pay for the products I would expect that If I ever couldn't find the answer that I would like to be able to call someone that could easily get me my answer. So I see where your coming from.

 

[Chad Lancaster]

some of the head premiere pro guys will answer questions on twitter but yes their phone support is horrible

 

[Will Keir]

Bob,

I hear where you are coming from. My words come from experience. I have never found a tech support agent overseas from Adobe helpful. Period.

For such a demanding technical task we need those who have master both English and CS6. If you really feel training is training, I'm glad to setup a conference call to prove my point.

I wish the support was world class but in this case you get what you pay for.

Training is training Will. You make it sound like people from over seas are not intelligent. Are you suggesting Adobe is not providing the same level of training to India or the Philippines? Please choose your words wisely. If you are not getting the level of help you require, please do not blame a country. Your issues rely on adequate training regardless of where they may live. I'm sorry if this may sound like a rant. I don't mean it to be.

 

[Will Keir]

For me it's very simple, the support is lacking on Adobes part, no matter the country. I could also be wrong, they could be from another country. They certainly aren't from the united states, I have asked. Even so, if they were from the united states which such poor English, it would be the same low quality help I'd be frustered with. Tier 3 Apple tech support for example.

Then you get into knowledge of the program, after about 5-10 minutes on the run around giving serial numbers and being switched to the right agent.

Have you tried calling before?

Will, I would try to break this down more specifically so that it doesn't offend. There are quite a few people on here from these countries.

Steve, you are coming from a good place and I appreciate you kindness watching out for others. It's both a language gap and an in depth knowledge of the program gap.

Are you finding you are unable to get the support you need because of a communication gap, in particular a language issue?

hahaha... I think I'd read you loud and clear and I'm pretty sure you could answer a few questions about NLEs.

I know that some people who talk to me probably feel my Boston accent is a language barrier. Seriously though, this can be a legitimate issue but one that can be resolved by asking the person to explain more clearly or perhaps asking to speak with another support rep.

Is "bad" too simple of a word? I don't even know if the guys I've talked to have ever used the program to edit a paying job.

Or are you finding that the actual support itself is bad, i.e they are unable to help you solve your problems due to a lack of knowledge?

Steve, again I'd be glad to setup a conference call. It takes a good 5-10 minutes to actually get to the right agent, I don't mind a wait, if the end results is good tech support. Take OWC for example. Excellent US based tech support and I get my questions answered. Then I buy for shit.

In this case, I would agree with Bob. This may come down to training and would be the same regardless of the country. Either a person knows their stuff or they don't. If they know their stuff and are just miscommunicating, then again I would say ask for a different support rep.

I don't excersise the patienced to find out anymore. I've had such poor support from overseas I usually hang up when I hear pigeon English, and forgive me again for offending, it's a simple matter of command for the language, in this case English and the program, CS6.

I did have one really bad experience with HP one time where there was a major language barrier issue and as it turned out the person wasn't qualified to handle my problem.

You are a patient man. Don't waste your time calling Adobe unless you really want to understand where I'm coming from.

After a frustrating 45 minute call, I finally got on the line with someone who knew what they were talking about and communicated it clearly. Both resided in the same country.

BTW...

Wes Howell, from Adobe, is awesome. We need more guys like him. He's on this forum, which has been the only helpful support from Adobe I've got.

 

[Will Keir]

Yeah...

Please don't get me wrong for stating my frustration plainly, I'm am simply pointing out an issue that needs to be addressed.

I have much love for people from all over the world, learning English to provide for their family. Don't get me wrong. It's not my intolerance with foreigners. My Mother has a thick accent that many have trouble understanding. This is simply a matter of quality that needs to be addressed by Adobe. For them it's simply about saving money but in the long run, without excellent customer support, the company will suffer.

by the time you actually get to tell the tech your problem you have to jump through 10 different hoops, it's frustrating to say the least.

 

[Will Keir]

I was kinda hoping there was a silver-lining to this issue... it's disappointing that the builders of Adobe software, both creative engineers and design guys in San Jose, CA do so much work making the software exciting to use only to have their work go unsupported.

their phone support is horrible

 

[Juan gonzalez]

At the prices that these companies are selling they're software, don't expect everything to be perfect. It's a miracle of god that today virtually anyone can walk into a store or get their credit card out, and have a small production company in their own houses. Everyone wants to get it all, but the reality is, the price reflect a very nice compromise for us. That is real life.

 

[Steve Sherrick]

At the prices that these companies are selling they're software, don't expect everything to be perfect. It's a miracle of god that today virtually anyone can walk into a store or get their credit card out, and have a small production company in their own houses. Everyone wants to get it all, but the reality is, the price reflect a very nice compromise for us. That is real life.

I agree. Cheaper software means more users (including more demanding users) and that can really put a strain on technical support. As much as people like to hate on Avid they saved us a few times when I worked at a company that had a support plan. So late at night if something went wrong you had a person to talk to. And usually it got solved. Sometimes they would get the ball rolling for replacement parts too so downtime was minimized. But you paid a price for that. Even a company as large as Adobe probably has to compromise a bit when it comes to support. Doesn't make it right, but it seems to be a popular business model these days. How many people would go back to paying $20-$50K for an NLE?

 

[Andrew Allsbury]

Their support is awful, see my other thread on this. We were down for almost two full days before I was forced to resort to "social media terrorism", they eventually admitted the problem was on their side a fixed it. As someone who has worked in technical support there is nothing more irritating than when a company doesn't educate it's reps adequately and clearly encourages them to blame the customer. Example: it's your firewall, it's your computer, blah blah blah.

 

[Eric Santiago]

I've given up on support over the years.
The AFP/SMB 2GB file limit debacle of late and CS3/CS4 version in the past was enough for me to just walk away from actually calling them.
Just glad they dont force support costs like Autodesk and Avid on the user.
We have a choice with Adobe.
Use it and if you need help, Google it.
I get enough "REAL" support from CreativeCow and REDUSER?
Don't get me wrong, I love it when the boys from Adobe chime in time to time.
Those guys are at least knowledgeable.

But honestly, If I cant understand the person on the other end (no matter what nationality), it just a frustrating experience.
Oh and to not freak anyone out, Im Filipino but raised in Canada

 

[Stefan Scherperel]

I definitely here you on the language gap issue with adobe tech support. I speak fluent English (first language) and Spanish as a second language. Even though I speak both languages if someone is speaking English with a very thick Spanish accent, it can be really difficult to understand, end even more so over the phone. The few times I have delt with Adobe customer support, I had the same issue. The person on the other end of the line could have been very competent but every other sentence was followed by "can you say that again" not just on my end but his as well. There has to be a better way to go about this.
I do agree with the general consensus though, for 99% of my issues, a quick google search has solved the problem, but there is always that 1% of the time that seems to cause the most problems.

 

[Will Keir]

Link?

Their support is awful, see my other thread on this.

 

[Will Keir]

I hear you.

Wes Howell at Adobe is awesome. He's one man in a sea of inadequacys.

ADOBE, it's time to step up your customer & technical support. Clearly.

there is nothing more irritating than when a company doesn't educate it's reps adequately and clearly encourages them to blame the customer. Example: it's your firewall, it's your computer, blah blah blah.

 

[nima]

The worst Technical Support.

I totally agree