28 Replies Latest reply on Jan 21, 2017 6:34 PM by gener7

    Incredibly RUDE Indians when calling ADOBE

    adesync123

      I have an issue that I have posted about. I called Adobe several times to see if I could get any help and there are some incredibly rude Indians answering the phones! It has really made me consider not using Adobe products.

       

      This behaviour seems to be the same whenever I call. Dare to ask a question they do not like or speak out of turn and they will either hang up, put you on infinite hold or be incredibly rude and sarcastic.

       

      Finally I managed to get through to one of these people that I need to know how to do something in Photoshop that is not adequately explained in any documentation and only covered in the forums for outdated versions, the person on the phone said my card would be charged for premium support.  OK, well that is an option I would consider, so I dared to ask about this premium support and who it would be carried out by, is there any guarantee that the person will know how to solve my issue etc. The result? You guessed it, they hung up on me!

       

      This is outrageous and I have found it to be commonplace so call at your own risk!!

        • 1. Re: Incredibly RUDE Indians when calling ADOBE
          Nancy OShea Adobe Community Professional & MVP

          Customer Care is there to handle subscriptions, sales, activation issues, and technical problems when they occur.  However Adobe reps are NOT paid to teach you to use the software.  There are plenty of online tutorials, books, videos and product forum experts here to help you with that side of things.

           

          What exactly do you need help with?

          Which version of the product?

          Which OS?

          And any other relevant details, please.

           

           

          Nancy

          • 2. Re: Incredibly RUDE Indians when calling ADOBE
            JJMack Most Valuable Participant

            Adobe documentations is not the best nor is Adobe support.  Blame Adobe management for that not some poor phone support person. Adobe Managment is responsible for the communication problems  caused by outsoureing support to a far away country. How good of a job would you do if your job was to taking care of complants and request for a help from users speaking hindi. IMO you issue should be with somone in San Jose, CA USA not some worker in India.  Who may be doing the best they can with the training they been given by Adobe.

            • 3. Re: Incredibly RUDE Indians when calling ADOBE
              Peru Bob Adobe Community Professional & MVP

              adesync123 wrote:

               

              I need to know how to do something in Photoshop that is not adequately explained in any documentation and only covered in the forums for outdated versions

              I suggest that you ask in this forum.

              1 person found this helpful
              • 4. Re: Incredibly RUDE Indians when calling ADOBE
                adesync123 Level 1

                ??? I wonder if you read my post. Does it say anything about me wanting them to teach me to use the software? No, It says that when I enquired about the premium support they offered me, they hung up. Something I encountered more than once that shows a systemic bad attitude and I am not the first person it seems that has been upset by it. My own genuine experience that as a paying customer I feel I have the right to voice.

                 

                I have an issue that I have posted. I didn't want to take up the space here but seeing as you asked....

                 

                Please can someone tell me how to do this. I'm feeling like I have to learn to be a programmer to do a very simple task!

                 

                I just want to use IMAGE>ADJUSTMENTS>HDR TONING in an action without a dialogue box stopping it and WITH my custom preset so it can run in a droplet or batch without interruption. Any 3rd party plugin will do this without issue.

                 

                I have found pages on here discussing how to do it with HDRToning.jsx script in CS5?? but that does not seem to be helping. I modified HDRToning.jsx but I have no clue what I am doing. I am a photographer with many years of professional experience but i'm afraid the jsx programming language is beyond my skills.

                 

                I have a photoshop subscription (i.e latest version) 2017.0.1 on Mac OSX sierra.

                 

                I can create a droplet with a 3rd party plugin to run in batch but the HDRToning adjustment requires a level of programming and jsx hacking that as far as I can see is not explained in any documentation that a mere mortal photographer can understand and the posts i have found are for old versions and do not fully explain anything, they answer questions from individuals.

                 

                 

                 

                If someone could please explain in layman's terms how to simply use the HDRToning adjustment in an action without a dialogue box stopping it and WITH my custom preset so it can run in a droplet or batch without interruption, I would be eternally grateful !

                • 5. Re: Incredibly RUDE Indians when calling ADOBE
                  adesync123 Level 1

                  Thank you Bob, I have done.

                  • 6. Re: Incredibly RUDE Indians when calling ADOBE
                    adesync123 Level 1

                    I agree with most of that sure, but if I was being paid to speak hindi then I would expect people to complain if I could not do it!! Anyway the people on the phone speak english just fine, they've just got an f' you policy if you step out of line. The only problem is they set the line way, way, way back in a place that defies rationality.

                    And the complaint is for Adobe, who else.

                    • 7. Re: Incredibly RUDE Indians when calling ADOBE
                      JJMack Most Valuable Participant

                      There is a scripting forum and the documentation is at Adobe Photoshop Scripting | Adobe Developer Connection

                      Scripting is programming.  You need to know how Photoshop works know a supported scripting language  read Adobe scripting guide  and the adobe DOM for the scripting language and also know how to use the Scriptlistener for all Photoshop features are not supported in Adobe DOM.   Customer Support would be to help you with bug in Adobe Products like  Customer service would. They would have to refer your problem to technical support. And they would not be able to fix a bug over the phone they may help you with a work around. I have reported bugs that are in many version of Photoshop some I reported over five years ago still have not been fixed.  You have to learn to develop work arounds. If you want to use Adobe software.  Usually there are more than one way to do what you want to do.  If you want to use Photoshop scripting you need to educate yourself,

                      • 8. Re: Incredibly RUDE Indians when calling ADOBE
                        adesync123 Level 1

                        Thank you for taking the time to write all of that! My frustration has come from engaging in attempting to educating myself. I have followed the available workarounds on these forums only to find that it is not working probably due to being for an old version of photoshop. Scripting documentation is for an old version so can I trust that? And I have gone though it all and there is no reference to HDRToning adjustment.

                        I have had many responses to a complaint, but 0 comments on my question posts. Not even a dont know. It seems I am in the dog house. I can't even pay to solve this simple task that should just work like any other plug in.

                        Seeing ask you have taken the time to write that JJMack, could I please ask you this..... is the cs5 posts on HDRToning in batch action for single image likely not working due to me having PS 2017.0.1 ? Could you at some point perhaps tell me what I need to learn. If I knew what I need to learn then I could start learning it.

                        Many thanks.

                        • 9. Re: Incredibly RUDE Indians when calling ADOBE
                          Terri Stevens Adobe Community Professional

                          I must confess it sounds as if you have been treated quite badly when calling Adobe. If they actually hung up on you there can be no justification for that whatsoever. To be fair I sometimes struggle if I get put through to an Indian call centre as I usually can't understand what they are saying -even if they are speaking in English, but it probably works the other way round as well and they might struggle to understand me. I bet as well they have quotas placed on them about the time they can spend on a call, which might be why they cut you off.

                           

                          Personally, I would always ask questions on the Adobe forums. On the phone the technician is just using a database populated with common questions-if your question is not there then you are out of luck. If you use the forums your questions gets seen by people who actually use the software daily and often have unique specialisations. People like that think out problems when they don't have an immediate answer and that gives them an edge over phone support.

                           

                          Why not try starting a new thread just asking your question about HDR Toning? It's ok to criticise Adobe, but a lot of people don't read posts like this one as there is nothing we can do to help, a new thread will give you a much better chance of being helped.

                          • 10. Re: Incredibly RUDE Indians when calling ADOBE
                            JJMack Most Valuable Participant

                            HDR is one of the things I do not use. I also do not have CS5 installed any more.  From what I see there are two area of HDR Merging images and Toning.   HDR Toning is an image Adjustment that will flatten you image and has sliders to adjust your image.  It look like it is an interactive process for I do not remember seeing any Auto feature.  Something that is interactive is not something you want in a batch action.   It hard for me to believe you would want all your image adjusted with the same default settings.

                             

                            File Automate>Merge to HDR pro.  Is done with a script. And requires a list of image to merge.  The script does not have a batching feature built in.  However the Programmer of the script coded the script in a way other scripts can use it in their processing.  It can not be use in an action for actions can not user logic to pass information to a script.  Only if a script is coded as a Photoshop Plug-in can the script be used in an action and be batched and have the settings recorded into the action step by the plug-in while the action was recorded..  So if you want to do batch Merge to HDR Pro you would need to write a script that would in turn use Adobe's Merge to HDR Pro script to merge groups of images,

                             

                            I only hack at Photoshop at times.  I do not know JavaScript but I do have a Programming background.  If You do not have a programming background. You will most likely only use Scripts that others have written like Photomerge, Image Processor and other Image Processor and Image Processor Pro plug-in main thing is Batch.  However there are bugs in newer version of Photoshop and Image Processor Pro Plug-in feature does not record correctly if you include action in the process.

                             

                            You also did not link the CS5 post  in your append how am I to know which post  you are referring to? I see a HDRToning.jsx in every version of Photoshop I have installed except CS2. I do not have CS5 installed, All 8 scripts are in the 5K size range there may be some differences in the versions though.  As I wrote I do not do HDR work.  However I compared the CS6 version with the CC 2017 version and they seem to be the same.

                            Capture.jpg

                            • 11. Re: Incredibly RUDE Indians when calling ADOBE
                              shaunafred

                              This website seems to be full of people complaining and rightly so.  I too find it difficult to make a payment anywhere.  I have invoices sent to me which are useless as I cannot get to a bank to pay.  The staff ARE rude indians whatever you say to them!  I cannot find on the website anywhere to pay online - all it talks about is forums and products. Good on anyone who finds a phone number in the first place that answers a call!

                              • 12. Re: Incredibly RUDE Indians when calling ADOBE
                                Terri Stevens Adobe Community Professional

                                I'm not sure why you are finding it so difficult to pay as it is very easy. Just go to the link below , select the plan you want and pay by Visa, MasterCard or PayPal.

                                Creative Cloud pricing and membership plans | Adobe Creative Cloud

                                • 13. Re: Incredibly RUDE Indians when calling ADOBE
                                  shaunafred Level 1

                                  Hi Terri,

                                   

                                   

                                   

                                  This link only takes me to new purchases – it says nothing about paying my invoice which I cannot find in my inbox when I sign in.  I am not going to take out yet another account.

                                   

                                   

                                   

                                  Thank you and kind regards,

                                   

                                   

                                   

                                  Shauna

                                   

                                   

                                   

                                  Shauna Lees

                                  • 14. Re: Incredibly RUDE Indians when calling ADOBE
                                    D Fosse Adobe Community Professional & MVP

                                    Invoices? You don't get invoices.

                                     

                                    A subscription is normally paid directly from your Visa or MasterCard, charged monthly. You don't see it, except as a post on your bank statements. If there's a problem with the card, the subscription simply stops.

                                     

                                    Are you certain you haven't been scammed?

                                    2 people found this helpful
                                    • 15. Re: Incredibly RUDE Indians when calling ADOBE
                                      Trevor.Dennis Adobe Community Professional (Moderator)

                                      Yes.  Just log in to your Adobe ID. Click on Plans & Products (or something like that), and finally on Edit Payment details.

                                       

                                      Regarding off-shore call centres, that will soon no longer be an issue for Adobe's American customers, as President Trump will introduce punitive taxes on help centres outside of America.  So you better get some practice at understanding redneck hillbilly. .

                                       

                                      Being more serious, I have worked at the local Citizens Advice Centre for the last 12 years, and part of the long training was understanding and awareness of the different cultures that come through the door.  Behaviour that we might consider to be rude or even ignorant, might be the norm in that person's culture.  The reverse is also true.  Blowing your nose in public, or using your left hand, putting your hands in your pockets while speaking, resting your backside on a table, or offering a tip can all be deeply offensive to other cultures.  I remember an occasion when we helped a young Japanese couple fill in an immigration form (we are also the local immigration office).  When the form was filled in, my co-worker offered the pen to the Japanese lady to sign, and it all went very quiet and the Japanese man had a dark expression on his face, and said  'In Japan, man _always_ sign first!'.  We had managed to deeply offend him by that simple mistake.

                                       

                                      That is not to say that people from other cultures are not sometimes rude, but be aware that that Indian call centre might not have realized that you considered them rude.

                                      1 person found this helpful
                                      • 16. Re: Incredibly RUDE Indians when calling ADOBE
                                        gener7 Adobe Community Professional & MVP

                                        Years ago, Adobe did outsource Phone Support to someplace in Oregon that seemed to be staffed by minimum wage workers with ring binders and standard questions. Sometimes I would be put on hold and that would get me a dial tone. The call was disconnected.

                                         

                                        Phone Support is a black hole for some companies. They cannot afford to pay for too many expensive Techs who really know the software. Add to that sheer volume of people who own (and don't own) Adobe products calling up and they start setting quotas.

                                         

                                        I remember Tech support war stories of people who call tech support without even a basic grasp of computing fundamentals and expecting to be tutored.

                                         

                                        You can really appreciate what you get in the forums from the many experts here who work in the trenches and know the software they use from top to bottom.

                                        • 17. Re: Incredibly RUDE Indians when calling ADOBE
                                          shaunafred Level 1

                                          In reply to your justification of rude workers from other countries I would like you to remember that I am the customer and not only do I expect the worker to adhere to my culture but to also learn English with out an incomprehensible accent. I don't care where he or she comes from or what their home backgrounds consider good or bad manners.  They can practice that in their own countries not mine. Thank you for winding us up even more.

                                           

                                           

                                          Sent from Samsung Mobile on O2

                                          • 18. Re: Incredibly RUDE Indians when calling ADOBE
                                            shaunafred Level 1

                                            <personal remarks removed>

                                             

                                            Sent from Samsung Mobile on O2

                                            • 19. Re: Incredibly RUDE Indians when calling ADOBE
                                              shaunafred Level 1

                                              I have never heard such a patronising comment in all my life.  You should all be ashamed of yourself. I am the customer and i expect a service and that includes being served by someone I can understand when they talk and someone who has learnt how to behave in my country. I do not wish to renew my contract with you. You are the pits of customer service and an insult to intelligence. 

                                               

                                               

                                              Sent from Samsung Mobile on O2

                                              • 20. Re: Incredibly RUDE Indians when calling ADOBE
                                                shaunafred Level 1

                                                Thanks I will check it out. <personal remarks removed>

                                                 

                                                 

                                                Sent from Samsung Mobile on O2

                                                • 21. Re: Incredibly RUDE Indians when calling ADOBE
                                                  Nancy OShea Adobe Community Professional & MVP

                                                  shaunafred wrote:

                                                   

                                                  Ms oshea of your company has upset me to no end with her patronising comments. Disgusting.

                                                   

                                                   

                                                  Sent from Samsung Mobile on O2

                                                  You seem to  have the mistaken idea that we work for Adobe here.  Nope.  This is NOT Adobe technical support..   This is a user-to-user forum comprised of fellow product users from various parts of the world.   We don't get paid to reply.  We do it on a volunteer basis.

                                                   

                                                  My remarks in Reply #1 were not directed at you.  So I have no idea why you are upset.

                                                   

                                                   

                                                  Nancy

                                                  • 22. Re: Incredibly RUDE Indians when calling ADOBE
                                                    Derek Cross Adobe Community Professional

                                                    Is this individual for real?

                                                    i think there's something not quite right here!

                                                    • 23. Re: Incredibly RUDE Indians when calling ADOBE
                                                      Benjamin Root MVP & Adobe Community Professional

                                                      Shauna,

                                                       

                                                      This is a user to user forum. No one whom you have spoken to here in this thread is an Adobe employee. We are all end users just like yourself. We help other users like you for free, out of the kindness of our hearts. Your tone is uncalled for. We understand you are upset, but lets try to keep things civil here.

                                                       

                                                      Benjamin

                                                      1 person found this helpful
                                                      • 24. Re: Incredibly RUDE Indians when calling ADOBE
                                                        John Waller Adobe Community Professional & MVP

                                                        Be aware that these are user to user forums hosted by Adobe.

                                                         

                                                        Unless a poster has a "Staff" badge next to their name, no-one here works for Adobe. We are all Adobe customers just like you who are volunteering our time to help other Adobe customers learn the software - and learn something ourselves along the way.

                                                         

                                                        There is no need to get emotional or upset about comments posted here. We are all trying to help each other. No more. No less.

                                                        2 people found this helpful
                                                        • 25. Re: Incredibly RUDE Indians when calling ADOBE
                                                          postrophe Level 4

                                                          Hi

                                                           

                                                          Just to add my 2¢, there's Photoshop associations in many countries and towns that offer help. (free or paid membership)

                                                           

                                                          Pierre

                                                          • 26. Re: Incredibly RUDE Indians when calling ADOBE
                                                            Trevor.Dennis Adobe Community Professional (Moderator)

                                                            Derek Cross wrote:

                                                             

                                                            Is this individual for real?

                                                            i think there's something not quite right here!

                                                            Hmmm...  I have been away from the computer for a while, so don't know what has been edited by the moderator, but I am sorry if my comments upset  a particular user.  I always wonder when a user has no other content and activity other than questionable remarks in a single thread. 

                                                             

                                                            As to Call Centres needing to adhere to that user's country and culture, they seem to have overlooked that Adobe products are used all over the world.  This thread has users from America, Canada, United Kingdom, Norway and New Zealand, and that's just the ones I know about.  I see Pierre has made the same point. 

                                                             

                                                            Adesyc123 started this thread, but it turned out his issue was completely outside the scope of the call center, and needed specialist input that was probably beyond most of this forum's regular posters.  I'd have had to do significant research before being able to offer useful advice.   Perhaps we should move this thread to the Scripting forum, and let them deal with the rants.

                                                            • 28. Re: Incredibly RUDE Indians when calling ADOBE
                                                              gener7 Adobe Community Professional & MVP

                                                              In which case, this discussion has served its purpose and is locked.

                                                              2 people found this helpful