Call for Adobe to flush it's lame tech support:

Question

I think I speak for many people when I say that Adobe's outsourced "tech" "support" is niether tech nor support. Come on Adobe, step up to the plate and give your customers a little more respect by offering them the kind of support that would be expected with a professional software package.
  I have wasted so much time, I really feel cheated and outraged.  I paid $800+ for an upgrade from CS2 to CS4 and the one feature I use the most : Merge to HDR will not align large images using WinXP-64, yet it workes fine in CS2.  Sound like an easy thing to fix? Well here is 5 months of BS from Adobe tech support, it would be comical if it wasnt so pathetic:
Have a similar story? add it here....
I was already walked through replacing that file over the phone, that is one of the many "solutions" that did not work.  Check the link you just sent me, it goes to PAGE UNAVAILABLE. I did an Adobe search for the file you were having me replace my current one with....PHSPCS4_Cont_LS1 and it IS FOR THE WRONG OPERATING SYSTEM!!!!!!!!!!  Its for a Mac, I stated over and over the problem is a conflict with my WinXP-64 and you tell me to replace the automate file with a Mac file?
YOU PEOPLE ARE ALL IDIOTS!
YOU HAVE DONE NOTHING BUT WASTE MY TIME.
SHAME ON ADOBE FOR OUTSOURCING!  YOU THINK YOU ARE SAVING A BUCK BY OUTSOURCING BUT LET ME TELL YOU -  YOU ARE ONLY LOOSING AND PISSING OFF YOUR CUSTOMERS.
Greedy Adobe Executives: you suck worse than your lame *** "tech" support!
Monday, February 22, 2010 6:57:01 PM PST
Dear Customer,
Thankyou for contacting Adobe Tech Support. This email is with regards
to your Case ID#181230176 wherein you are facing issue HDR in Photoshop
Application.
To begin with we apologize for the inconvenience and we do respect your
helpful approach. We at Adobe have worked on your case and found that
the information provided required more details to help simplify the
solution.
Keeping that in mind Adobe has tried reproducing the workflow once again
and found the following accurate solutions:
Note : The entire solution process explained would acquire step by step
troubleshooting.
Note : Non of the Adobe Application should be opened while
troubleshooting.
1. Download "PHSPCS4_Cont_LS1" file from
"https://www.adobe.com/cfusion/support/index.cfm?event=membership
<(>&<)>returnURL=%2Fcfusion%2Fsupport%2Findex.cfm%3Fevent%3Dportal%26loc%3Den_us<(>&<)>loc =en_us" on Computer Desktop.
Note : Need to login with your Adobe ID and Password as required and
after login Click on OPEN CASES and check for the above Case ID#. Click
that to enter the case and follow Attachment option and DOWNLOAD THE
FILE.
2. Once downloaded, need to run the file by double-clicking the file
name saved on Computer Desktop.
3. Once Adobe Photoshop CS4 Content dialog box opens up.
4. Just click "NEXT"
5. It will automatically extract the required folder and would save it
again on computer desktop named Adobe CS4.
6. Open the folder and need to enter "Photoshop Content" folder.
7. You will identify 3 folders including 3 .pdf files
8. Enter the ENGLISH folder and enter Goodies folder.
Note : Following steps would require more accuracy.
9. Once entered the Goodies folder, enter "Optional plug-ins" folder.
10. Once entered, after checking the OS bit detail enter either Plug-ins
32-bit or Plug-ins 64-bit.
11. Plug-ins 32-bit folder contains Automate, Extensions <(>&<)>
Filters.
12. Plug-ins 64-bit folder contains Automate<(>&<)> Filters.
13. Both folder contains AUTOMATE folder and within the folder you need
to look for "PhotomergeUI" file.
14. Your navigation path with now would like be as "C:\Documents and
Settings\user name\Desktop\Adobe CS4\Photoshop Content\English\
Goodies\Optional plug-ins\Plug-ins 32-bit\Automate"
15. Then open folder with the same path as "C:\Program
Files9(x86)\Adobe\Adobe Photoshop CS4\Plug-ins\Automate"
16. If any file named as "PhotomergeUI" present delete the same file
from the location.
17. After that visit the same path to enter "Adobe CS4" folder.
18. This time need to visit path as "C:\Documents and
Settings\hdhar\Desktop\Adobe CS4\Photoshop
Content\English\Goodies\Optional plug-ins\Plug-ins 64-bit\Automate"
19. Copy PhotomergeUI file and same it at path "C:\Program
Files9(x86)\Adobe\Adobe Photoshop CS4\Plug-ins\Automate".
Note : If required can also copy the reset plugins and follow the same
path.
20. Quit Photoshop and restart the application along with the entire OS.
21. Checkin for the issue.
I'm sure that this time the issue had been understood accurately with
your helpful support through email and the solution would provide the
required outcome as that's the only way the issue would resolve apart
from re-escalating your case issue back to Tier 2 (Higher Level Support
plus detailed information)
Incase for any futher help to perform the steps kindly reach Adobe at
1800-642-3623 with your Case ID#181230176 as real time troubleshooting
outcomes for accurate navigation.
Kindly accept our apology !!
Thankyou
Hirak Dhar
Adobe
Notes from Customer
Thursday, February 18, 2010 4:19:31 PM PST
I still have the same problem. The "align" option in HDR will not work with large files when using WinXP-64.
The "align" processing time grows exponentially as the pixel sizes get larger in the images. I did extensive testing and plotted the
results.  My camera shoots 5616x3744, when using 5 or more of the these to create an HDR, (the minimum I would normally use)  the "
align" time is an unworkable 25+minutes.
The whole reason I am calling this an usresolved problem is that when I use the exact same photos in MergeHDR in CS2 it would proces
s in about 1 min. If I use the same files in CS4 without the "align" function, it processes in less than 10 seconds.
So clearly the problem is in the code of the "align" function in "Merge to HDR".  Somehow that code conflicts in WinXP-64.
I dont need to hear any other suggestions  of how to fix this on my end (there have been a dozens so far - they have all been wrong)
I'm just going to ask the same question again: are you going to have a programmer find the problem in the code and re-write a fix f
or WinXP-64 so it can handle larger images? I believe during one of our phone conversations I was told "we will look into this and g
et back to you" That was 3 or 4 months ago!
If you are not going to bother, please, have the dignity to just say so!
Notes to Customer
Tuesday, February 16, 2010 11:49:30 AM PST
Hello
We have not heard from you in a while on this case and we would be
interested in knowing how things are going.  If you are still struggling
with this, we are here to help you. Please send us any new information
on this case number so that we may continue to build on the progress we
have made so far.
If we don’t hear from you we will assume that your issue is resolved and
we will close this case. We will wait 3 days from this notice before
doing so. Remember that a case can be re-opened up to 14 days after
closure.
Please open a new case for every new issue you come across so that Adobe
Support Agents can give the proper time and focus to each individual
problem.
Thank you.
Adobe Customer Care
Notes to Customer
Wednesday, February 10, 2010 4:19:30 PM PST
Dear Customer,
With regards the to the previous email dont forget to delete the
existing files from the Automate folder and then need to paste the
copied files
Thankyou
Hirak Dhar
Adobe
Notes from Customer
Monday, December 21, 2009 2:01:51 PM PST
your last comment.....
"Thursday, December 17, 2009 3:43:26 PM PST
Dear Pete,
As per our telephonic conversation i had attached the file with the Case
now you need to download the file from the support portal."
makes no sense whatsoever! The pdf file I was requesting is actually on the installation DVD under "goodies" I followed the instruc
tions to install the "PhotomergeUI" which was supposed to fix the problem with "Merge to HDR" as per our last phone conversation.
It did not change anything.
Notes to Customer
Thursday, December 17, 2009 3:43:26 PM PST
Dear Pete,
As per our telephonic conversation i had attached the file with the Case
now you need to download the file from the support portal.
You can visit www.adobe.com/go/supportportal for any assistance
regarding Adobe products. Also, forums.adobe.com is a useful resource
for self-help.
Thanks <(>&<)> regards,
Gunjan Bhardwaj
Adobe Technical Support.
Notes from Customer
Wednesday, December 16, 2009 1:49:43 PM PST
I just recieved your call and was told you would send me the missing "Optional Plug-Ins ReadMe.pdf" file
Instead i was just sent a pdf which is nothing more than a copy of this page stating all of my past requsests?!?
Your previous emails say to follow the installation instructions carefully, yet they are not included in the download, and were not
sent in the last email. Dont send me a link to start this process over, obviously the pdf file is not included. Just email me the "O
ptional Plug-Ins ReadMe.pdf" file - dont zip it, just email the file!
Notes from Customer
Saturday, December 12, 2009 10:37:03 AM PST
Is there a reason I need to install Photomerge to fix the "merge to HDR" problem?
(your instructions: Note: Advise the customer to read
OptionalPluginsReadMe.pdf carefully and then install required Photomerge)
Notes from Customer
Saturday, December 12, 2009 10:29:02 AM PST
I downloaded the zip file and extracted the contents but there was no "read me" file included
Notes to Customer
Thursday, December 10, 2009 2:16:51 PM PST
Dear Pete,
Please download Photoshop CS4 Optional Plugins from folowing download
link.
http://www.adobe.com/support/downloads/detail.jsp?ftpID=4048
Note: Advise the customer to read OptionalPluginsReadMe.pdf carefully
and then install required Photomerge and other Output module's  plugins
for 64bit machine(from Automate folder).
If in case you face any issue you can contact us at 800 642 3623
We are always here to assist you so please feel free to revert for any
assistance or clarification.
You can visit www.adobe.com/go/supportportal for any assistance
regarding Adobe products. Also, forums.adobe.com is a useful resource
for self-help.
Thanks <(>&<)> regards,
Gunjan Bhardwaj
Adobe Technical Support.
Notes from Customer
Tuesday, November 17, 2009 8:36:04 AM PST
still waiting, is anyone looking into this?
perhaps someone there could take the time to tell me whether this bug is being looked at or whether you plan to do nothing?
where are my other posts between this one and Nov 2?
Notes from Customer
Monday, November 2, 2009 8:20:33 PM PST
still open----- I'm waiting for an answer as to whether this bug will get fixed or not
I was told a week ago you would get back to me on this
Notes from Customer
Monday, October 19, 2009 4:19:10 PM PDT
another hour wait for tech support then the guy who answered went to get help and hung up on me!!!!
Notes from Customer
Monday, October 19, 2009 1:38:46 PM PDT
I am still missing the output module in Bridge and the Merge to hdr does not work with large images when using the "align images" op
tion

Answer 1

That's nothing!
An engineer and I contacted Adobe technical support by phone to ensure the PC I was having custom built was configured to its optimum. They advised XP64 as the best operating environment. After that discussion we had to completely revise procurement, etc to get the bits and compatible XP64 compatible software, putting the build project back a few weeks as well, Imagine how I laughed when I found out on one of these forums that XP64 is the worst choice and totally unsupported by CS4!
I have written to Shantanu Narayen, Adobe CEO and didn't even get an acknowledgement I raised this last week on the Adobe stand at BVE and was told they'd get someone to contact me asap but guess what, niet...! To be fair there has been one Adobe executive that recognises the problem and the damage poor customer support is causing the company; he has been as helpful as he can. Unfortunately, it seems the overall Adobe culture at the top is "get the money and run". If your problem goes beyond what's already on their web pages, tough luck!
Regards,
Graham