Adobe?

Posted on January 13, 2015

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As I mentioned, I’m involved in several online courses right now, and it’s fascinating how they’re evolving.   Even the MOOCiest ones have more communication between people. Makes me wonder whether there are lynda.com forums out there…

But let me digress.   Unless you’re the adobe fellow who tweeted to ask “what could we do to help” you probably don’t need to read on about my brief experience with their cloud subscription.

I signed onto Adobe’s “Digital Creativity for Educators” course, to see what I could see.   I own CS6 ’cause I was taking our awesome animations course and wanted to be able to do my homework wherever, and I like Dreamweaver.   I figure(d) I’ll hang on to this current “creativity”  course until it requires me to have something I don’t have, because I’ve had some pretty crappy experiences with “the cloud.”

Seems “AdobeCare” wants to know what my unhappy experiences were, per twitter — except, dear Adobe, it’s not something that can be expressed in that few characters.

I signed onto the cloud subscription for the 30-day trial when it was relatively new, and was all kinds of excited because I could actually use all that cool software from two different places (as long as it wasn’t at the same time).   Well, that didn’t last because my little work computer is 32 bit and After Effects doesn’t run in it.   Finding that out — not easy! —  was my first Fun WIth Scripted Online Help.

(That blog post:

Boy, was I happy for 15 hours or so (though most of those were spent sleeping).   You see, adobe’s “creative cloud” license would let me download to two computers. So, AE is now on my netbook for the next 30 days.

However, it’s not downloadable on a 32 bit computer, and that’s what this is at work and there are no funds for anything.

Now, lots of the other stuff is downloadable, so I’ll have to think on it… but yesterday’s little visit just hammered home the power of that tool.   (It also explains why I couldn’t do the trial of it — of course, it woudl have been nice not to have to bother their chat/support dude to find that out… there could have been a clue somewhere.  Oh, and the tech support guy could have actually read my four sentences instead of asking me for my order number when I was doing a trial and then asking about my error message when I’d already explained there wasn’t one…  the script for when you make a customer repeat something several times because you coudln’t be bothered to look the first time is “thanks for the confirmation.”)

    Oh, and what he typed was “I’m sorry.   You can install the application.”  They he apologized for his typo…

    time to move forward and … go upstairs 😉

)    … the “upstairs” is the computer lab at the college where I take the courses so I can use the college software.  That’s right, I *could* just stay enrolled in a course to use it, but I absurdly thought that if I purchased a product, I’d get something of value.

So… I signed on for a year’s contract to pay each month.   There were minor bunbites (see https://resourceroomblog.wordpress.com/2012/07/17/the-cloud-3/ )

but I was really happy to have the “cloud” version for traveling to a conference in South Carolina.

well, I was.   Ha. Ha. Ha.   I go to the airport, and I’ve got a layover… jolly good time to create!   I log on… and the computer logs onto the Internet and invites me to pay their little fee for internet access.  .   Well, I had been able to use my software in places where I didn’t have internet access, so I (foolish me!) expected to be able to use it  here.

    No.   I was informed that my subscription had expired (no, it hadn’t; I was about 7 days into the month), and I would absolutely need to go online to update things to use it.

     I don’t remember what I did to see if I could fix things but … an awful lot of my travel time is in airports & motels where there *is* wifi but … I’m not privy to it.   Clearly, screamingly clearly, the Adobe market is People Who Are On Expense Accounts.   I did other traveling (I’m pretty sure I *could* work up in the mountains where there isn’t access to *anything*, but not positive — I just remember the earthquake on the way back)  — and yes, another airport stint had the same situation.

     I decided to scrap the rest of the subscription, even though I was forking over a fair amount of money (less than just continuing it, though).   If I couldn’t use After Effects at work, and I couldn’t use CS6 at *all* when traveling, I was paying for … nothing.  Yes, I explained exactly why.

     Then came the fun and games of trying to use my rightfully purchased CS6 software. To wit, from that blog:

So, I canceled. Paid the 50% of the remaining time per the contract.

Welp, I tried to read a PDF yesterday.   I was told that there were updates available from Adobe so I took ‘em.   Well, apparently that told Adobe that I should be paying for a subscription again.   Now I can’t use my Dreamweaver CS6.   I’m betting I only get one more time with Flash, too. (I did successfully open it with Adobe Reader.)

I was and am quite willing to pay for products.  I want to support people working hard to make good products.

HOwever, getting outright ripped off has me much more willing to pursue open source options.  If only, if only there were a lynda.com for that!”

    … I decided I was willing to Endure The Scripts to find a way to use my CS6.

I got shuttled from person to person to person.   *None* of them could tell me how to access CS6 without getting kicked to the cloud option. IT was an exercise in talking to people reciting scripts full of “we want to satisfy you!” “Thank you for the confirmation” and asking the same questions again and again.    Finally, I got somebody who knew just about nothing — which was a good thing, because she found,  tucked in a hidden corner on a screen along the way, the link to dissociate from the cloud.   It reminded me of the days of AOL (America OnLine — notorious for “free 30 day trials” that you gave credit card info to start, then couldn’t extract yourself from).   I used my best dissociated, slow repetition of everything so that I didn’t get frustrated and was consoled that Adobe had to pay somebody for the time, and that if they monitored “time to customer satisfaction,” this wasn’t good to look good on the metrics.

So, I’m going to link to this from twitter as a reply to the Adobe rep.  What would make me think Adobe actually wanted my business?   If they let me trial the cloud for another 30 days or for the length of this little online course.   I don’t think that’s in their scripts, though — but sometimes things change…

LOLOL UPDATE: Erm, no. The reply to my tweet? @geonz Let us know which issue you are having with the software.We can help you here. ^Scott
My answer: Shouldn’t be surprised at another scripted answer having absolutely nothing to do with what I posted.
Inspiring, it is, inspiring 😉

Further update (1/14):   Now I’m asked whether I have a ticket number or whatever.
Adobe:   You *lost* this customer in early 2012.   I tried to reason with you then. I got scripts and zero, zilch, nada satisfaction.   The airport setup was Just The Way You Do THings.   The time was wasted.

The fact that you keep expecting me to make just one more effort to explain my situation just one more time, no I mean now we’re going to send your complaint higher, so would you explain one more time or go back and peruse your emails informs me that it probably won’t be worth my time.  It informs me that probably you get so many complaints that you have to streamline the process.

There’s a more important reason, though:   I’ve not had your product unless I’m at my home desk, so I have learned to get along without it.   There are open source programs that are a little harder to navigate, but I’m learning to use them.   Had you not severed my ability to use the product I paid for, I’d probably still be using it and be dependent on Adobe to get things done.

Open Pedagogy Rocks!

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