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Where's the support coming from now?

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Paul King
Where's the support coming from now?
on Jul 28, 2013 at 11:33:10 am

Has anyone here used Adobe support for CC version issues?
Especially anyone who purchased Adobe software through a video specialist who can no longer sell Adobe software to individuals.

If you purchase a dedicated workstation for CC software, where does the support come from now? Does the system vender have to support software they can no longer sell?


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Steve Brame
Re: Where's the support coming from now?
on Jul 28, 2013 at 1:25:36 pm

[Paul King] "Has anyone here used Adobe support for CC version issues?"

Yes, and the accents sounded like they might have been from a region betweeen Pakistan, Bangladesh and Sri Lanka.

Asus P6X58D Premium * Core i7 950 * 24GB RAM * nVidia Quadro 4000 * Windows 7 Premium 64bit * System Drive - WD Caviar Black 500GB * 2nd Drive(Pagefile, Previews) - WD Velociraptor 10K drive 600GB * Media Drive - 2TB RAID5 (4 - WD Caviar Black 500GB drive) * Matrox MX02 Mini * CS6.x Creative Cloud
-------------------------------------------
"98% of all computer issues can be solved by simply pressing 'F1'."
Steve Brame
creative illusions Productions


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Paul King
Re: Where's the support coming from now?
on Jul 28, 2013 at 2:10:42 pm

Yes but did they solve the issue?
Was there a cost for support?



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Steve Brame
Re: Where's the support coming from now?
on Jul 28, 2013 at 2:27:21 pm

Mine was actually a CC account issue. Took a couple of weeks and being moved up a few tiers in their support hierarchy, but they finally resolved it.

Luckily, I've never had an issue that I couldn't resolve here on the COW.

Phone support nowadays reminds me of something I heard a doctor say at a commencement exercise and a renowned medical school.

"A doctor is someone who amuses the patient while the body heals itself."

Asus P6X58D Premium * Core i7 950 * 24GB RAM * nVidia Quadro 4000 * Windows 7 Premium 64bit * System Drive - WD Caviar Black 500GB * 2nd Drive(Pagefile, Previews) - WD Velociraptor 10K drive 600GB * Media Drive - 2TB RAID5 (4 - WD Caviar Black 500GB drive) * Matrox MX02 Mini * CS6.x Creative Cloud
-------------------------------------------
"98% of all computer issues can be solved by simply pressing 'F1'."
Steve Brame
creative illusions Productions


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Tero Ahlfors
Re: Where's the support coming from now?
on Jul 28, 2013 at 8:22:38 pm

[Steve Brame] ""A doctor is someone who amuses the patient while the body heals itself.""

Or "A doctor is someone who a patient goes to look at the same pages he googled at home with."


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Gary Huff
Re: Where's the support coming from now?
on Jul 28, 2013 at 8:56:23 pm

[Tero Ahlfors]"Or 'A doctor is someone who a patient goes to look at the same pages he googled at home with.'"

Yeah, that's what Steve Jobs thought too.


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John Pale
Re: Where's the support coming from now?
on Jul 28, 2013 at 9:31:50 pm

From the grass is always greener dept...

How many people here know that you get no free tech support from Avid at all? You can get help with registration issues via Marianna (the stellar customer service specialist). If you have problems, its online forums or purchase support (single incident or buy a service contract) Of course, you can actually own Avid products. The distinction might be less important to you if need help and have to pay through the nose for it.


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Paul King
Re: Where's the support coming from now?
on Jul 29, 2013 at 12:03:33 am

Correct Avid charge for it.
Actually the first level of service you pay Avid for requires you to go back to the reseller. The support contract allows the reseller to email Avid and then wait for them to reply.

The only support I ever experienced from Adobe was paid only (year ago). I asked them why Premiere crashed so much, they had no answer. It was totally useless and still cost money.



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Kevin Monahan
Re: Where's the support coming from now?
on Jul 29, 2013 at 8:26:36 pm

Hi Steve,
[Steve Brame] "Took a couple of weeks and being moved up a few tiers in their support hierarchy, but they finally resolved it."

Really glad you were able to resolve your issue.

Thanks,
Kevin

Kevin Monahan
Social Support Lead
Adobe After Effects
Adobe Premiere Pro
Adobe Systems, Inc.
Follow Me on Twitter!


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Steve Brame
Re: Where's the support coming from now?
on Jul 29, 2013 at 9:46:48 pm

Sad part is, it took more than a couple of weeks, and nothing happened really until you got involved Kevin. I was used to better service from Adobe in years past.

Luckily, as I've said, almost all issues I have now can easily be remedied or at least assuaged by coming here.

Asus P6X58D Premium * Core i7 950 * 24GB RAM * nVidia Quadro 4000 * Windows 7 Premium 64bit * System Drive - WD Caviar Black 500GB * 2nd Drive(Pagefile, Previews) - WD Velociraptor 10K drive 600GB * Media Drive - 2TB RAID5 (4 - WD Caviar Black 500GB drive) * Matrox MX02 Mini * CS6.x Creative Cloud
-------------------------------------------
"98% of all computer issues can be solved by simply pressing 'F1'."
Steve Brame
creative illusions Productions


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Paul King
Re: Where's the support coming from now?
on Jul 29, 2013 at 11:32:40 pm

And this is my point.

In the past the reseller channel solved a lot of issues that Adobe wouldn't even be aware of. We made very little money out of the software (due to street pricing) and yet spent a long time on support issues.

I took a call fro a customer yesterday about the flakiness of dynamic link. They have Premiere CC (bought directly from Adobe) and yet here I am spending an hour on the phone doing the support.

We're the ones that live close by to the customer base so we can't just not reply for two weeks.

There's no denying that CC is bad for resellers. No one wants to buy teams where we are.



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Kevin Monahan
Re: Where's the support coming from now?
on Jul 29, 2013 at 11:37:34 pm

Right Steve. I'm sorry that it took so long to resolve. That really shouldn't happen. I'll take a look at the case notes and see if I can make any suggestions to prevent that from happening again. You have my info so if anything else goes awry, you know who to contact.

Yes, the Cow can serve up miracles for troubleshooting, for sure.

Kevin Monahan
Social Support Lead
Adobe After Effects
Adobe Premiere Pro
Adobe Systems, Inc.
Follow Me on Twitter!


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