Open Letter from Adobe RE: Adobe Technical Service

[ATR]

The Vice President of Adobe Technical Service has posted an Open Letter at the Adobe web site regarding Technical Service.

http://www.adobe.com/support/pdfs/open_letter_to_adobe_customers.pdf

I came across it this evening and thought that you might want to take a look at it.

Promising?

ATR

[efarnstrom]

Thanks for the link....

[ATR]

Hi Es

How are you doing?

Missed you. Are you thinking Photoshop Elements 8/Premiere Elements 8 yet? Of all the versions that I have used, my order of preference would be version 2 best, version 4 very close behind and acceptable alternative to version 2, version 7 bringing up the rear (too slow in opening for me).

I am still battle worn from Photoshop Elements 7/Premiere Elements 7, so I am not psychologically ready for the next version.

ATR

[efarnstrom]

I know what you mean! I still read most of the threads in Premiere. I am not ready for a new upgrade either.

I upgraded to V7 with the bundle, but haven't become proficient with the PSE part yet. I had so much of my 365 photo challenge on V6 that I wanted to finish the year with it. I bought that upgrade to put on my new laptop when I was traveling. It preforms very well in that pristine environment. That probably is one more reason to not have multiple versions of Premiere on the same computer.

My one hangup on this version is some of the specialty features seem to be only available if you purchase the online storage/education features.:( Tell me if I'm wrong!??!

[ATR]

Es

That photoshop.com angle often upsets me, especially when I am in the program...in the program....quickly select an effect, transition, DVD menu template etc., only to get a message, essentially saying, if I want what I clicked on, to upgrade to photoshop.com plus (paid subscription).

My feeling is DO NOT put into the program that which the user does not have free access to.

But, even if you venture into the free photoshop.com section, you get hit by what I consider teaser tutorials. Usual the one I click on has a pop up, requiring photoshop.com plus (paid) membership to get at the tutorial.

There is much good that can be said for the program's PDF Help and exploration and experimentation as a way around many of these promotional events.

I can see photoshop.com "plus or minus plus" as a video/photo sharing/storage site (video sharing, there is none as far as I know). But, the rest should remain in the Premiere Elements program files, so that what you see is what you get (sample/practice for photos and videos included like in earlier versions).

Did you run into the recent situation where your program showed that photoshop.com was upgrading its account for you and requested you to click OK. But, when you clicked OK, another screen appeared saying that there was a failure in upgrading the account (free or paid)? The fix was going to the photoshop.com web site, signing in there, clicking OK there. Some user came up with that fix which was posted in one of the other forums here.

ATR

[efarnstrom]

I see that I am not the only one miffed on the content issue...this gives me the feeling of 'bait and switch':mad:

I did get the message you mention, but thought that it was because my laptop didn't have a strong enough signal from my WIFI to complete the process. I will try again...thanks.

[ATR]

Es,

I do not have the greatest success searching for threads in Elements Village. I wanted to give you the link for the photoshop.com fix. I recall it was from Sepiana. I looked everywhere, but cannot find it....maybe in the light of day, and a lot of help from Wendy.

ATR

[Sepiana]

Hi ATR,

This is the thread:

http://www.elementsvillage.com/forums/showthread.php?t=49928

[efarnstrom]

Hi ATR,

This is the thread:

http://www.elementsvillage.com/forums/showthread.php?t=49928


Thanks, both of you!!!!!

[ATR]

Sepiana

Many thanks for finding that link.

Your post here saved me a lot of determined searching for it this morning.

ATR

[Sepiana]

Es and ATR,

You're both most welcome! Glad to help. That thread stuck in my mind because I've had my share of annoying experiences with Photoshop.com. I seem to have a knack to want a PSE7 Content effect or one of those tuts which I can't have, unless I upgrade to the premium membership. Then I have online albums which get uploaded but are lacking some of the images; and E-mails which don't get sent automatically to the people with whom I share my albums. Bottom line? I'm glad I didn't purchase the premium version.

[ATR]

Es, Sepiana, and other users

I have no reason to believe that there is a link between the people who directly manage Adobe Technical Service and the people who directly manage photoshop.com.

I started this thread to focus on an open letter from an Adobe Vice President of Technical Service to alert users that there is possible improvement in Adobe Technical Service in the immediate future.

I did not want my side comments and those of others on the quality of service of photoshop.com to reflect negatively on the theme of this thread, namely, the positive plans in the works with regard to Adobe Technical Service when and if we need it.

ATR

[Chuck Engels]

I can guarantee that the same people that run/manage Adobe Tech Support do not run/manage Photoshop.com ;)

[ATR]

Thanks, I thought not.

When groups come under the same Adobe logo and there are some negative comments about one group, unfortunately the negativity gets mistakenly spread to all including the do gooders. I did not want that to happen here. I am very pleased that Adobe Technical Service saw, acknowledged, and is going about improving its communication with the Adobe user in distress.

ATR

[efarnstrom]

ATR, thanks for following through on this thread with your reasoning. I think I got it off topic:o

[ATR]

Es

Look at it this way.

We have restated our intent in posting this thread to focus on the positive actions of Adobe Technical Service.

Some Premiere Elements users do not venture over to the Photoshop Elements areas and vice versa. So, the mention of the photoshop.com fix of Sepiana here was a bonus for those who would not have otherwise known the how to.

Although I prefer not dilute a topic in another topic, I think we did good in this case, providing a service framed by defining the thread setup.

Thanks for your continuing help.

ATR

[Sepiana]

ATR,

I'm embarrassed as well. I do apologize. Thanks for keeping this thread on course!

[ATR]

Sepiana

No apologizes are in order. You did a great service.

I am often the type who has to straighten a picture on the wall. But life and the contents of these threads can not always be placed in packets of information where we think they should be.

We try (hope) data are showcased in the best possible way so that their impact is felt. But, the important thing is that we share and learn here together.

So, I feel that, in this case, mission accomplished.

Thanks.

ATR