December 23, 2020


Jesse Carrey-Chan | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Adobe Premiere Pro

I have had a more than subpar experience with Adobe Premiere Pro. After hearing rave reviews, I decided to use this platform for video editing. While it was intuitive, the platform had an internal processing error, and the video that was edited together after many hours was lost, and the file saved had no sequencing (aka no record of the edits, it was a 00:00 video).
  • A lot of editing capabilities.
  • Many built in effects and settings.
  • Extremely glitchy platform, 0 user confidence.
  • Basic UX errors.
  • Despite tutorials, it is still confusing to find what I need.
  • The platform does not have a good autosave. For some reason it has saved more than 30 versions of my project, all with the same title and no content inside. Which seems like a glitch, but ultimately really messy.
  • I have lost critical time and money trying to use this platform to edit a video, only to receive a refund and cancellation. So all I have is lost time, and time is money.

Do you think Adobe Premiere Pro delivers good value for the price?


Are you happy with Adobe Premiere Pro's feature set?


Did Adobe Premiere Pro live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Adobe Premiere Pro go as expected?


Would you buy Adobe Premiere Pro again?


Customer Service was extremely slow, they bounced me around quite a bit, and after multiple hours of the same exact troubleshooting I did on my own, came to the conclusion that there was an error on Adobe's end and could not explain why, nor assure me that this issue could be escalated or looked into. Ultimately, my user confidence is at a 0, as I have lost many hours of time and energy, on top of clunky customer service, whose call got dropped multiple times due to poor service on their end. They offered 3 month credit, which I told them was unsatisfactory. If they had any home of building user confidence they should rethink how they deal with these issues, and how to assure the user that they will investigate and understand what cause this issue moving forward. Because this was not even a remote possibility, and I was treated more like there is nothing to do except offer a refund with no explanation of how this error actually occurred or I could do in the future to avoid this issue, I was not even given a second chance, nor do I want to on this platform. While somewhat intuitive and its capabilities are quite nice, there are basic UX issues and major platform glitches that leave me feeling like this platform is unusable, and an extreme waste of an investment of time and money. I am very disappointed, and will need to re-edit the entire video on a new platform. I 100% do not recommend this platform, especially after the subpar resolution of the issue on Adobe's end.

Adobe Premiere Pro Support

The customer support was extremely slow, being passed to multiple departments, having calls dropped and need to start all over. I basically had to hold THEIR hand through the process so they could fully understand the situation. The most effective part was when I finally spoke with someone who was able to access my computer and walk through the issues themself. However, they came to the same conclusion after an entire hour, and had no idea why or that it was an issue that could be escalated to the technical team. Ultimately this communicates that Adobe Premiere has no interest in refining their platform, which solidified my ZERO user confidence in this video editing platform.
Problems get solved
Slow Resolution
Poor followup
Less knowledgeable
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care