HELLO FROM LITTLE ENGLAND

Now that I have your attention, I hope everyone and not just Adobe support can read my HUGE complaint, buckle up, this is terrible.

Now originally I contacted Adobe in regards to Premier Pro being very choppy when it comes to re-editing videos, frame rates etc. I contacted Apple first to see whether it was my mac, but they said ‘it’s not us!’ So I tried to contact Adobe. The first time round via the referred phone number that had been most popular for us brits to call did not ring after going through the hassle of clicking on all the options. So I ring a second time round and finally after pressing a hundred different numbers and waiting 10 minutes on a blank reception, I hear little mouse voice that arouse from the phone. I was so confused and for a second I thought I was just hearing the phone crackle, but no. This was the mans voice and on top of that he happened to have the strongest Indian accent I have ever heard in my life. So I try to work with it, asking to speak a little louder and explained about how my frame rates keep slowing down and how the computer feels like an oven when I use the app. All I got back was a (Mouse/ Indian voice). “Adhdshfhsjsjfueajsom” I couldn’t understand a word, so now my problem wasn’t with the app anymore, my problem was with the fact that someone living in the UK can not get referred to a UK number and goes straight to India instead, after asking if I can contact someone in the States or UK, he quietly said no. Maybe it’s cheaper for Adobe, but I want this rant to cost them… So after getting no where, I asked where I can complain too, because customer service kept on getting worse and worse. After the response I could just barely make out him saying just go to the website. Low and behold, complaining is a hard job when Adobe’s website layout makes it impossible for you to get to where you want to be.

After thinking “what can I do next?” I come to the conclusion that there surely must be someone from the UK that I will be able to understand. Surely they would want to help their loyal customer for over 7 years!! But oh how wrong I was. I phoned up Maidenhead Adobe (England), clicked on every single option, repeatedly phoning them to try and speak to a person, and I did not get one single reply. Option 2 had the courtesy of not existing any more, (customer support) Ironically. I even tried ringing Scotlands Office twice! Surprise surprise no answer, tried Ireland, not a word. So now I’m left to rant on text which takes ages for me, someone who wants to get things sorted quickly was led down a path that took all day, and still the issue is not resolved.

Adobe UK who ever you are, Adobe in general, I understand there is a pandemic, but it wouldn’t kill you to hire someone that can support your customers effectively while working from home here in the UK!! If you can’t help your customers, then your business is worth £0, $0.

This was probably one of the most frustrating things I have had to go through via the phone. Getting your customers to passive aggressively type out their complaints (e.g. me) won’t help you, because I want everyone to know. I’m sure Adobe are saving a lot of money, becuase its cheaper labour to answer a call out of the UK, but that’s just the problem, there is no effective communication between the customer and the product and Adobe needs to sort this out asap, you won’t be seeing me just disappear I promise you.

I now intend to post this on all social platforms so I can make current and future customers aware.

The current method of deleting files permanently from Creative Cloud is cumbersome and time-consuming. There should be an option to Empty Deleted Files or some other mechanism, rather than the awkward approach that exists. I shouldn't have to scroll through dozens of pages of deleted files to try to remove them from CC storage. I know I can shift-select to get a range of files checked at the same time, but the server response is slow and often takes minutes or longer to confirm that something has been deleted. It also often fails to delete something permanently and thus it's impossible to tell whether any of the files you've already highlighted are in fact removed. Most other cloud-based storage offers some way of eradicating unnecessary files in a single shot (Dropbox, Google Drive, etc.). Granted, none of these services make it overtly obvious how to do it, but they do offer such a tool.

I use CC for a great number of projects and, after archiving to an external drive, I want to regain space on Creative Cloud. Hence, there's a periodic need to do this work, and it shouldn't take me an hour to do it as I wait for the server to respond, frequently getting frustrated and moving on to another task, then coming back to find it either didn't work or is still thinking (though there's no indication of any progress either). Thankfully, the larger storage limit reduces this need somewhat, but it's still frustrating whenever I do have to pare down.

Adobe should rethink the interface for this part of CC.

Professional image editors and photographers, would use their included cloud storage more often for customer presentations or to collect feedback on their work if the preview images would actually be sharp. The only reason I'm currently forced to use other services like picdrop.com is because the preview images in Adobe CC's web-based asset viewer look very unsharp, especially on high-res displays. If you could manage to generate sharp image previews, professionals would be able to use the cloud storage to collect customer feedback without constantly receiving complains about the pictures being unsharp.

I've attached two examples, so you can take a closer look.

I have a lot of assets in the /Deleted folder online which I want to permanently delete, but there is no checkbox to select all or a button to permanently delete the contents, so the process involves selecting each item individually, which is a nuisance. Services like Dropbox allow selecting files as a batch.

A broader point is that when I delete or remove a file from CC on the desktop I expect it to be actually deleted from CC online assets. It’s not Adobe’s job to second-guess my action and keep the file in limbo just in case. I can manage my own files and backups, I don't need Adobe as my nanny. However, I understand that some people expect this safety net, so perhaps another suggestion would be to have an option in the preferences which lets me set whether to permanently delete files from the online assets when they are deleted on the desktop.

Feedback

Searches now implemented, thankfully, but why can I not simply see my files?

I have a small number of PS files in cloud documents, but they are invisible. Searchable yes, but not possible to actually see them.

Instead I get a message "You don’t have any XD Cloud Documents” - probably because I don’t use XD, just PS. No PS documents visible.

I am assuming all this is a bug?

Going further: I was watching a feature demonstrated just now on the PS demo where there is a version history of Cloud documents, yet my PS files (once searched and found) have no version history, a feature that could be a life saver.