Adobe PP Update issue, productivity delays and resolution
There should be some sort of compensation (e.g. subscription extension) for those of us who encounter severe problems after installing updates.
In late Feb/MArch 2019, I followed the prompt to update my Premier Pro app. Subsequently, PP slowed down, kept crashing. It would take 24 hours to render a 5 minute video.... and seeing progress on current edits was impossible. It could not handle older projects.
After exhausting all self help options, I contacted online support. After a 3 hour session and several failed previous attempts, one agent helped fix the disconnect between storage, the drivers and the PP program which was caused by the update.
The entire process has lasted 3 months, meaning I lost 3 months worth of productive time and am now scrambling to catch up before my subscription ends.
Customer service has offered no 'compensation' for this, stating they cannot extend my subscription.
I see this as a very unfair situation.
Simply put, I've spent a significant sun for 2 years worth of Adobe Suite ( the complete product range)... and am unwilling to trust that another year's worth will deliver a favourable experience.
This week along I've spend nearly 3 hours online trying to get some resolution.
Kindly investigate. Cheers!
Wayne Joseph
shared this idea
Hi there! I’m so sorry you’re hitting this, but you’ve contacted the Adobe XD product team, not the Premiere team or the Creative Cloud team. You might want to reach out in the community forums, if Customer Care didn’t work out for you. https://forums.adobe.com/community/premiere
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Wayne Joseph
commented
Thanks for the response. Customer Service told me to log it here (this, after I asked several times if it was the correct place). As such, I have lost faith in this service and system. ...and I've cancelled my annual. I cannot begin to express the frustration with how the customer support team has mismanaged this situation.