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Adobe Creative Cloud: How Adobe is Responding

See previous Adobe Cloud discussion here on this site including Adobe Creative Cloud: Summary View.

Adobe has posted a response to concerns about the new Adobe Cloud model.

Is there anyone at Adobe who understands that a response to serious customer issues is undermined and appears insincere when self-contratulatory marketing blather is embedded?

Our goal with Creative Cloud is to deliver the world’s best creative products and services to customers. On May 6, we announced a new generation of “CC” desktop applications and sophisticated cross-device collaboration and publishing capabilities. Creative files can be stored, synced and shared, via Creative Cloud, on Mac OS, Windows, iOS and Android. In addition, BEnhance, the world’s leading online creative community, is now integrated with Creative Cloud, so customers can showcase work, get feedback on projects and gain global exposure.

What follows at least sounds promising for a few short sentences:

Through discussions with the community, we have heard some concerns around our move to Creative Cloud. Three main themes are coming through:

  • File access. Customers want to be sure that, if their membership to Creative Cloud lapses, they will still have access to their files.
  • Photographers, particularly photo-enthusiasts, are looking for a more tailored offering that focuses on their particular needs.
  • Some customers are not convinced that Creative Cloud is right for them and would rather continue to purchase desktop applications as before.

We want to start off by reinforcing that we continue to believe that the move to Creative Cloud will benefit the wider creative community because of the constant stream of innovation that we’re able to deliver.

Creative Cloud also allows us to explore new areas in mobile apps, helping you collaborate better and build a meaningful worldwide community to share work and find inspiration. Because of this we have no plans to change our focus on Creative Cloud. We understand this is a big change and for customers who are not yet ready to move, we will continue to offer CS6 products through our reseller partners and Adobe.com.

For photographers, we are looking at potential offerings that recognize the photography community – because it is so broad – has some unique needs.

With regards to file access, Adobe completely agrees that customers should have access to their files if they choose to stop their Creative Cloud membership. Our job is to delight our customers with innovation, but there are a number of options open to us here and we expect to have news around this issue shortly.

MacPerformanceGuide is apparently not significant enough to be part of the “community” as no one at Adobe has made any attempt at contact. As I sent a few messages over to Adobe, it makes me rather skeptical about Adobe’s sincerity. But so long as Adobe does right by their customers short and long term, that’s what counts in the end.

Richard R writes:

With regards to the recent changes from Adobe, do you think it still makes sense to invest now into Photoshop CS6? Not from a workflow perspective, but more from platform support view

I utterly hate the idea of renting software, not owing it; photography is not how I make my living (it's just a hobby for a good feeling and contant learning of new things) it is not feasible going forward for me at all.

MPG: For the ability to install and forget for as long as you have the machine or the OS doesn’t break it, yes.

For continuing updated to Adobe Camera Raw (ACR), Adobe is not entirely clear on how long support will continue for the non-Cloud CS6, but I doubt it will go beyond the end of 2013.

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