Adobe continues to go down hill
by willisub
on
Jul 31, 2007 at 2:48:12 am
Back in Feb I spent days trying to download the DVRAck Hd trial before purchasing it. Was giving bad conflicting and wrong info from Adobe tech. Lots of run around and many hours wasted as they went through with their purchase.
I ended up buying it right before a 3 week trip from Adobe. Took about 3-4 days to get it verification and installed. Then, it turns out my laptop didn't have enough horse power to run it properly so it didn't get used. I was gone for 3 weeks and busy when I returned.
It was about 5-6 weeks later after the purchase that I called and tried to return product for a refund, but Adobe said no. (don't remember the exact time, but it was past the 30 days.)
Tonight, almost 5 months later, I have a faster machine and went to install it. Guess what, no can do. I get a message about .net and the need to install it. I hit the install button and it takes me to a sales html page at Adobe.
I go to Microsoft and download the latest ver (3) of .net.
Product still won't install. Doesn't get past the 2nd screen cause it errors on the .net portion. Still takes me to Adobe.
Of course I'm working late at night trying to solve some issues and I can't install a product I bought.
I called Adobe customer service about 20-30 minutes ago. Never got through. Called a second time and after giving them my info, the customer service foreign female disconnected us. I'm now 13 minutes into hold for the 3rd try.
Whoops, they just disconnected me again.
What am I missing here. If Adobe has a problem installing DV Rack HD, why haven't they sent me new software. They sold it to me new in Feb 07, so please don't tell me they don't support it. They have me as a registered user. What's the problem?
I'm so tired of installation problems from Adobe. I was a dealer with their first products and was an earlier promoter of After Effects and Photoshop, even before Adobe bought them. (Photoshop in the beta days was included with one of the first 35mm slide scanners we sold.)
I can't believe what a mess they have made out of installing these products.
It's hard to believe they can be a major profitable company with the installation problems they have. I own every copy of software I install and don't abuse running them at the same time. The number of days I've have missed because of their installation issues is almost criminal. I change computers rather frequently so I install programs sometimes 2 times in a year.
I'm not a young guy who often rants about a company, but ADOBE,
you are driving me away from anything with ADOBE on it just because of the pure frustration of installing your products and having to buy your over priced bundles.
Sorry for any typos. I'm mad, I'm tired, and I'm behind.
Re: Adobe continues to go down hill by Tim Kolb on Aug 16, 2007 at 2:19:11 pm
Sorry to hear that you are having some problems but...er...the bundles are cheaper than what most of us were paying for After Effects alone...seven to ten years ago. I'm honestly a little confused by the "overpriced" thing...
As far as install goes, first, the minimum system requirements are typically pretty well spelled out and I can see where they might not accept returns based on that...particularly if you downloaded the software.
Next, I would check the version of .NET that you installed, as Hank points out...though typically a version or two newer should be backward compatible you would think...
Adobe phone support...what can I say? There is a reason why Avid's bundle has a shadow of the capability of Adobe's yet Avid's bundle costs 6,000 USD vs Adobe's 1500. Avid has built their business on support. Adobe has built their business on packing as much capability into the least expensive pricepoint they can...lowering margins...making thorough, one-on-one support financially not very feasible, honestly. I suppose we could go back to the days when After Effects does about 10% of what it does now and pay 2400.00 USD for it...I'm guessing that might finance some better support...but then you already said that the software is overpriced.
As far as every Adobe product being terrible and whatever else...well, I think that your frustration is doing the talking there.
I would need a few more details on exactly what is happening to try to be of help. (with the install...I'm familiar with Adobe support as I said...).
Re: Adobe continues to go down hill by willisub on Aug 30, 2007 at 1:30:21 pm
I just reread my post and as I had said, I was pretty mad when I wrote it. The only thing I would amend is the overpriced part.
The jist of the post was this. Installation and reinstallation prolbems cost us legitimat users time and money. It's very frustrating when it can't be fixed till the next business day.
The installation process and verification process for DV Rack HD is/was problematic. As a person who installs and sets up systems, I get very annoyed when an installation is delayed by authorization issues that are not the fault of the customer, but are issues with the software companies installation procedures. Many times I am working in the evening or weekend when tech support isn't available and thus have to extend my time (which usually isn't billable) for the install.
In this case, I was doing some production work and wasn't able to use DVRack HD. I installed it on my new quad core, but got an error. One of my 2 copies of photoshop requires me to call in everytime I change machines. It's a pain. I update my computers on a regular basis.
In this case, when I finally got through the next business day, it was net2 that was needed to be installed. Of course I did net3 (the latest version) and it didn't work. No help during installation, just a wild guess on my part. The adobe tech support person had no clue to why I was mad and told me most people already have net2 installed so it's not an big issue to them. In my case, the error link the installation program sent me to was the adobe store. No clue there as to what was needed. They have had 9 months to digest the purchase of the software. Simple fix, they just didn't fix it.
They know it's a problem, they have me in their registration database, so why couldn't they send out a tech note, a new installation CD, or a link to download the proper installation procedure? I bought a lifetime license to use this, not a one time, one machine install.
If there copy protection installation fails, there should be 24x7 help to correct it when it's not the customers problem or fault. Other wise they have unhappy customers.
I don't believe I ever said anything about their products not being good. I use lots of their products. However, 2 of them cause me hours of lost work when I change computers and that's a problem and it costs me money. Why shouldn't I be frustrated?
And yes, I was mad and maybe a little harsh, but I don't think anybody is going to convince I'm wrong on this issue.
Can't install DV Rack by Anthony Costine on Jul 29, 2008 at 10:56:57 am
Can anyone please tell me how to install DV Rack HD2? Everytime I run the installation disc it tells me that it has detected that my system (Windows XP)does not have the most up to date ".Net" installed. I actually have the most recent ".Net" installed (Version 3.5)but it makes no difference - DV Rack just refuses to install!
Any advice would be most appreciated.I emailed Adobe but so far no response.
Thanks.
