Pitiful Tech “support” – I may bail.

[Alex Gerulaitis]

Dan,

Is there any other way to get “pro” support (i.e. mission critical), but through a “pro” VAR? Well – that, and Cow. Far as I know, same goes for Avid, Sony and GV.

Alex Gerulaitis
Systems Engineer
DV411 – Los Angeles, CA

[Tom Daigon]

I had a problem that was stumping lots of folks.

I finally decided to get the help of someone I new could rectify the situation.

He fixed the issue that had me dead in the water and then tuned the system up.

It aint cheap. But Im loving my system again and am able to use it.

Call Eric at 859.635.5762 between 9 and 7 EST

Tom Daigon
PrP / After Effects Editor
http://www.hdshotsandcuts.com
https://www.youtube.com/watch?v=DxPrG3WUyz8
(Best viewed at 1080P and full screen)
HP Z820 Dual 2687
64GB ram
Dulce DQg2 16TB raid

[Alex Gerulaitis]

Eric is indeed a very knowledgeable guy commanding a lot of respect and praise (clearly) from customers and peers alike.

Since this is a forum where people come to get help and share ideas, perhaps we could try to help here on Cow before referring to outside (however knowledgeable) help?

Thanks Tom, I know you understand.

[Tom Daigon]

Alex, feel free to offer him any helpful advice to resolve his situation. 😀

I am offering him advice from my own experience that solved a bad situation in a timely manner. In dire situations time can be of the essence. Especially when you are dead in the water.

So, by all means help him here in whatever manner you can toward that end.

And I will do the same in my own fashion.

Im sure you can appreciate where Im coming from.

Tom Daigon
PrP / After Effects Editor
http://www.hdshotsandcuts.com
https://www.youtube.com/watch?v=DxPrG3WUyz8
(Best viewed at 1080P and full screen)
HP Z820 Dual 2687
64GB ram
Dulce DQg2 16TB raid

[Alex Gerulaitis]

[Tom Daigon] “Im sure you can appreciate where Im coming from.”

I don’t but that’s a separate topic which shouldn’t be discussed here.

[Walter Soyka]

[Dan Nyberg] “Premiere was running fine for a while but then started producing critical errors on two separate projects, each with a deadline.”

What were the errors?

[Dan Nyberg] “After the typical pref. trashing, I decided to uninstall and reinstall it. The uninstall went fine but Adobe Application Manager still shows Premiere Pro as still being installed so I CAN NOT reinstall it.”

What OS are you running?

Walter Soyka
Principal & Designer at Keen Live
Motion Graphics, Widescreen Events, Presentation Design, and Consulting
RenderBreak Blog – What I’m thinking when my workstation’s thinking
Creative Cow Forum Host: Live & Stage Events

[Joseph W. bourke]

Dan –

As Walter has suggested, if you’ll come forth with the details, there’s probably someone here who’s had the same problem. By the way, have you used the Adobe Cleaner Utility?

https://helpx.adobe.com/creative-suite/kb/cs5-cleaner-tool-installation-problems.html

By doing some careful sleuthing on your own part, in addition to calling out the troops on the COW, you can get a lot more done than by threatening to “bail”.

Joe Bourke
Owner/Creative Director
Bourke Media
http://www.bourkemedia.com

[Kevin Monahan]

We at Adobe try to stop by the Cow and help users as often as we can. We also hang out on our own forums even more often. These are two great places to get help.

I’m sorry our Tech Support was not satisfactory for your needs. These are highly trained experts and we meet with them frequently to discuss problems they might have difficulty solving. BTW, if a case is escalated, we have support stateside, as well.

Answer the following questions on our FAQ, and we’ll do our best to help you:
https://forums.adobe.com/message/4200840#4200840

Kevin Monahan
Sr. Content and Community Lead
Adobe After Effects
Adobe Premiere Pro
Adobe Systems, Inc.
Follow Me on Twitter!

Posts by kev_mon

[Dan Nyberg]

Thank you everyone for your responses. I fully agree that paid tech support is the quickest way to resolve problems and am willing to pay monthly for it. One hour down would cover a month of paid tech support. The problem – as I see it – is that Adobe doesn’t make that readily available. I realize a lot of that is market driven and a lot has changed over the past 25 years.

As far as escalating, it is solid in concept but very hard to get to from the front-line web-chat guys. Any time I ask, they respond that they really want to solve my problem for me. In the past and with other companies my request to escalate was granted and I got a state-side expert on the phone who solved my issue very, very quickly. I consider that premium service that I am willing to pay for.

Sorry for my venting but it came after the prospect of losing a nearly finished project on deadline and after two separate web-chats that cost another unproductive hour.

I appreciate your responses and usually look to the COW forums for answers. If/when the issue comes up again, I will do all the OS and error reporting. I’m just leery of using Adobe web-support in the future.

[Joseph W. bourke]

Dan –

Did your problem get resolved? What was the outcome? Did you try the Adobe Cleaner Utility I suggested a couple of posts back? You never gave us the specifics of your problem, so it strikes me that this is an odd way to look for help. Just my perception…

Joe Bourke
Owner/Creative Director
Bourke Media
http://www.bourkemedia.com