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.

While there is a Search bar in the Library panel now, it only searches INSIDE the libraries. I don't usually save multitude of colours and then spend hours naming them. Therefore I really don't want to search for the assets and colours by name only - I need to first FIND the LIBRARY where the assets are in. But the current SEARCH BAR doesn't search the library name, only the insides. Which means scrolling through the libraries and having no use for the current version of the search bar at all.

Can this search option please be expanded? Not everyone's got the time to name each single individual asset, but I bet that most of us name their libraries. Thank you.