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joniw63283255
joniw63283255
Participant
January 25, 2016
Question

Lavanya, an Adobe customer service chat representative, just disconnected our chat session with "Okay" after I asked if I can edit a pdf in Adobe Document Cloud

  • January 25, 2016
  • 1 reply
  • 691 views

This is strictly a complaint I wanted to bring to Adobe's attention. Yet, I could not find an email address nor any other way to inform Adobe of the situation. This is the closest forum I could find (forum on the product I was asking the question about.) I am a new customer just starting my trial and the experience has not left a good taste in my mouth! If this is how customers are normally handled I do not want to pay for the product!

This topic has been closed for replies.

1 reply

T
Test Screen Name
Legend
January 25, 2016

Understood. I don't work for Adobe and cannot help with the complaint, though I will add the observation that Adobe will only help their paying customers: they will not use their customer representative to help you with a trial in Chat. If you'd like us to try and deal with the original question, let us know.

joniw63283255
joniw63283255Author
Participant
January 25, 2016

Thank you for taking time to reply! I have since found a free site online that I was able to upload my document to and make the necessary changes!  (whew)

Honestly the post was an attempt to get through to Adobe. I know for myself, being a business owner, I would want to know if I had an employee treated a customer (or possible customer to be for that matter.) Even though the software (Creative Cloud as well as Acrobat) look very interesting, and I believe if I was able to try it I would have enjoyed the ease that my Aunt described. More than likely getting a membership for my company... Yet, if this is standard procedure for Adobe I won't even be using my free trial. We will see if they care enough to even respond to this post.

If you, or anyone would like to know what occurred I would be happy to explain. I will try to make this as short as possible... This morning I had to get a PDF edited/corrected last minute for an early morning meeting. My Aunt told me about Adobe. She talked to me about Creative Cloud as well as Acrobat DC to use for my specific problem. She no longer had her membership so I followed her directions and created an Adobe ID (? not sure if that is what it is called), pulled up her Creative Cloud, logged her out and myself in on her computer, went to open my PDF with Acrobat and was told my trial was over and did I want to purchase the product. Or something to that effect. That is when I started the chat with Lavanya. I could not understand how my trial was over when I had not even started one. She explained to me that I could not use a trial period on a computer that has had one used on it before. Honestly, this makes no since to me... Even though I do have my own computer, I didn't have it with me at her home, I am sure others have ran into a similar situations needing to work on something and having to use another persons computer/laptop. But anyway.... That is when I had said "O.K.  I noticed some type of Acrobat Cloud, can I edit my document on that?" That is when she replied "Okay" then promptly disconnected the chat...

I have no clue if there could have been any solutions, as she wasn't very helpful. But thank goodness I found pdfescape and was able to take care of it free of charge or sign up!

T
Test Screen Name
Legend
January 25, 2016

‌Thanks for sharing. Maybe we will hear from Adobe. However, a strict " one trial per machine" rule must be expected with all software like this. Sad to say, if it wasn't like this, many people would just get a new Adobe ID every month and run trials forever.

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