It would be wonderful if someone from Adobe would be willing to talk!
1 week ago I called sales to find out about upgrading from Elements 11 to 12 since an e-mail solicitation indicated that Revel could now handle albums. I explained that I had turned Revel off shortly after I got 11 and wanted to know if this would be an issue IF I upgraded to 12. The sales person assured me that it would not be an issue but would transfer me DIRECTLY to technical support as soon as we put the order through for 12 so I could get clarification on how to do it. I agreed to the upgrade, paid for it and was transferred. I sat on hold listening to music for over an hour and finally hung up due to other commitments.
When I ddownloaded and started 12 it seemed to work and I was able to see many of my 20,000 photos on my iPad via Revel. However, I got NO photos since I had stopped using Revel and Elements 11 via Revel 6 plus months ago. There were several thousand that were unaccounted for. I did a lot of searching on the Adobe website and several different forums. I left a message last week and still have heard nothing. All during this past week I have been seeing various comments of "Updating 100 changes of XXX's Library". I find no change in the library. I have started and stopped Elements 12 several times and gotten various messages of mismatched files each time but these are all photos that I know are in current albums. The computer has been running for over a week now with the "Updating....." message constantly changing.
I contacted support by phone this morning and the queue sent me to a chat page online since there is no "free support" for Elements. I explained my issue and was told this was complicated and the chat had to be transferred to someone else. I went through the same discussion with the someone else and they said I had to go someplace else. I then sat for almost an hour with the screen just being blank and anytime I tried to send a message it came back with: "you are not currently connected to a chat representative". I finally gave up as I do have other things to do.
I just called in on the phone to the sales department and somehow worked through a queue to a technical support area. They had a message to leave a number and they would call back in 20 - 30 minutes. They actually did. After 10 minutes of going over the problem this person said they would transfer me to someone who could help. I waited on hold for 41 minutes. I then explained the situation to the woman who then asked me to wait 3 or 4 minutes while she looked into it. When she returned she said I would have to pay for support and I explained that I probably would have the program canceled if I had to pay for something that doesn't work upon my first purchase. She suggested going to the chat area again and we parted company. I asked it there was someone else I could speak with and her only response was that I would have to pay $29 (I think) to discuss it any futher.
I have been an Elements customer since it first came out and have upgraded every time it has been improved. I have always thought it was a great program. I will make one last attempt on the chat line but hold out little hope for a resolution. It would be REALLY nice if I cold hear from someone with some authority to go over this issue!
Obviously a very frustrated and disappointed customer,