[ This commentary was first posted in my weekly newsletter on July 7, 2014. It drew such a response that I am reposting it here to allow more comments. ]
I was planning to write an article on Adobe Media Encoder’s latest features for this week’s newsletter. I like AME more and more these days, however, for whatever reason, AME (2014) won’t launch on my iMac running OS X 10.9.4.
I uninstalled the application – twice, cleaned up my system with a Safe Boot and Repairing Permissions. I even spoke nicely to my computer. Na-da.
So, I went to Adobe’s website to get some technical help. THAT was a mistake! Adobe, you need to spend serious time getting your Support site in order!
It should not require a phone call to India, or calling in favors from a friend, to get a simple technical question answered. It is IMPOSSIBLE to find an answer on Adobe’s support web site – and, when I do, it is often out-of-date, covers the wrong subject and doesn’t solve my problem.
This is unacceptable.
Try this for yourself. Go to Adobe’s website. Click the Search button. Type “Adobe Media Encoder 2014 won’t launch.” What are the first five hits?
The FIRST hit is from 2009??? Really?!!
Adobe has received deservedly hard knocks over its phone-based support services. But, they also need to look seriously at improving support over the web. Every time I’ve tried to use their website for technical questions, I get nonsense in response.
(Yes, I could contact my friends at Adobe and get personal attention. But, that doesn’t fix the issue of a badly-designed and implemented tech support website.)
I solved my problem by reverting back to an earlier release of Adobe Media Encoder. Which means I can’t write about the new version for a while.
It is hard for professionals to take Adobe seriously when Adobe is not serious about support.
As always, I’m interested in your opinions.
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