Is this a typical Adobe support response?

Question

My wife bought me a copy of PSE8 at Costco. I installed it on my Windows 7 PC. When I launched it, none of the scroll bars worked. Neither did most of the click to select an object functions. Drove me crazy for a couple of hours. Then it hit me - I'm left-handed and my mouse is set up left-handed. Could it be that simple? Yep, I switched my mouse to right-handed and everything worked fine. Now, I've used computers for years, and have always set my mouse up left-handed. And EVERY software product I've ever owned has worked with my mouse set that way. Until now. I opened a support case with Adobe. I never heard anything, so logged on here and checked in the support portal. My case had been "withdrawn". The response? Set my mouse up right-handed. No offer to look into it, no explanation as to why such an elementary feature should be either poorly implemented or not implemented at all. Just 'case closed", it's your problem not ours. So, I'm supposed to switch my mouse set-up back and forth every time I use PSE? I don't think so. Is this standard operating procedure at Adobe or did I just get a jerk responding to my problem? Thank you.

Answer 1

Re the switching the mouse buttons, I just tried it on my PSE 8 / Windows 7 and observed the same thing. I suspect the problem may be caused by Adobe's use of its in-house user-interface toolkit, rather than standard Windows tools, to make the Editor run on both Windows and Mac.   In general, PSE fails to follow a number of Windows user-interface standards, and Adobe doesn't put a high-priority on fixing those issues.
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I opened a support case with Adobe. I never heard anything, so logged on here and checked in the support portal. My case had been "withdrawn". The response? Set my mouse up right-handed. No offer to look into it, no explanation as to why such an elementary feature should be either poorly implemented or not implemented at all. Just 'case closed", it's your problem not ours.
This is unfortunately all too typical of Adobe customer support for PSE for the past several years. 
In the last couple of months, they've started marking cases as Withdrawn, sometimes without even supplying a response.   Adobe is never supposed to mark a case as Withdrawn -- only the submitter is supposed to do that (e.g. because you've discovered the problem is unrelated to the product).    Customer support is supposed to provide a response and then mark the case as Pending - Awaiting Customer Response, and then if they don't hear back from you after some number of days, mark the case as Closed.
In August, the Adobe VP responsible for customer support published an open letter of apology across the Adobe.com site, acknowledging there were severe problems with the Adobe's outsourced customer support.   Not only has the situation not improved since then, it looks like it's getting worse.