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Adobe Customer Support Sucks; Any Help?

Community Beginner ,
Apr 09, 2018 Apr 09, 2018

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Issue with clips being reduced dramatically in quality after importing into Adobe Premier Pro; they worked on my machine remotely for over four hours in two days, ignored e-mails and chat requests, kept me on hold for over 1.5 hours, then basically said they could not fix it and closed my case.

Any help? Please? I am not getting any resolution or any answers except double-talk from the Indian customer support workers.

- Brad

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Community Expert ,
Apr 09, 2018 Apr 09, 2018

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Community Beginner ,
Apr 09, 2018 Apr 09, 2018

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Sorry; that was mainly a venting about how awful the customer service is.

MP4 Files from a DJI Phantom 4 Pro: clear, smooth, perfect. Imported into Adobe Premiere Pro they become jittery, grainy, with ton of video noise, both in preview/editing and upon final export.

Adobe customer "service" worked on it remotely through my machine for hours, then asked me to send them a file, which I did. Two weeks later, after repeated attempts to contact them, I got this:

  We sincerely apologize for this delay Brad.

          This email is to inform you that we have checked the clip that we received from you and we got to know that there is an issue with that clip.We are sorry that you are experiencing                trouble importing DJI Phantom 4 Pro clips into Premiere Pro.There seems to be an issue/limitation with the codec, the way DJI P4P is creating it is not familiar to Premiere Pro.

Thanks & Regards,

Adobe Support

When I spoke with them today (after a 12-minute hold and then a 37-minute hold time with two separate reps that I had to give the same info to, over and over again), he mentioned something about Premiere Pro not being compatible with DJI Phantom cameras (which I find hard to believe) and that they are in the midst of an upgrade and that he thought they were addressing the issue in the upgrade. Then he put me on hold for 15 minutes.

I hung up.

This has been going on for weeks now. Really, really bad way to do business.

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Adobe Employee ,
Apr 09, 2018 Apr 09, 2018

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Sorry for the frustration, BradK. I will take a look at your case and see what went wrong. These files should definitely be supported. Which is the precise version of Premiere Pro you are using?

Thanks,
Kevin

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Community Beginner ,
Apr 10, 2018 Apr 10, 2018

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Kevin,

It's Adobe Premiere Pro CC 2018....any help would be appreciated.

- Brad

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Community Expert ,
Apr 10, 2018 Apr 10, 2018

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When Kevin says "precise," he's asking for the full version number: 12.0.0, 12.0.1, or 12.1.0, the last being the release about a week ago.

You can find this under Help -> About after opening PR.

Glad to see Kevin in working on this on your behalf.

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Community Beginner ,
Apr 10, 2018 Apr 10, 2018

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12.0.1

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Community Beginner ,
Apr 12, 2018 Apr 12, 2018

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Hello?

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Community Beginner ,
Apr 12, 2018 Apr 12, 2018

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Did you guys give up on me...again?

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Community Expert ,
Apr 12, 2018 Apr 12, 2018

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Omg. Well, he has been busy with all the update issues...

Hopefully, you will hear from him shortly...

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Adobe Employee ,
Apr 14, 2018 Apr 14, 2018

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Sorry BradK, I was at NAB all week. I would try updating to 12.1 to see if you have better luck with those files. If that does not work, try transcoding them to Cineform, DNxHD, or ProRes (if on Mac).

Thanks,
Kevin

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Adobe Employee ,
May 15, 2018 May 15, 2018

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Did 12.1 work any better for you, Brad?

Thanks,
Kevin

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Community Beginner ,
May 22, 2018 May 22, 2018

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A little.

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Community Beginner ,
Jan 04, 2020 Jan 04, 2020

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LATEST

Hands down the worst customer support I have ever used. I get useless and downright incorect advice relating to payment information and their products. After spending hours in chat I get astonishing responses from their support representatives, and leave more frustrated than ever. I have been an adobe user for a very long time. 

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