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tonyska
Inspiring
April 25, 2018
Answered

Adobe "escalated" my case but is still sending me emails that they need a response from me

  • April 25, 2018
  • 1 reply
  • 1172 views

Hello, I am trying to reach a human being on the Adobe staff. I had an issue with my Adobe Stock subscription. After a 2-hour+ chat that went nowhere, I was told that the case would be "escalated" and I would be contacted by telephone or "mail" (mail?) within 24-48 hours.

Since that conversation (5 days ago) I have received two emails from Adobe informing me that a response is required or they will close my case.

I have responded both times saying I still need help, with no follow-up from Adobe. Keep in mind I responded to the first email, which apparently was ignored since I received a second email 24 hours later that said the same exact thing as the first.

Since there has been no phone call, I should assume I am being contacted by mail? LOL

I don't know what the track record is on these forums, but since my chat was "escalated" to a 5-day (and counting) response, I figure it's worth a shot!!!

Fingers crossed!!!

    This topic has been closed for replies.
    Correct answer tonyska

    Hi Tony,

    I apologize for such a poor experience. I did check your case reference number and noticed that you were unable to purchase a single image.

    I totally agree with you as I checked your account and see the single image was purchased on your account on 13th of March 2018 but that option was available to few of our customer because of their single purchase history with Stock.

    Starting last week itself, we have discontinued the single image purchase options altogether.

    I understand this scenario can be quite frustrating and I apologize for the miss in notification but while we have moved away from single purchases of Standard assets, our customers are still able to purchase a collection of assets including video, 3D, templates and Premium images on an on-demand basis. The most flexible option is to buy a pack of 5 credits, which can be used to license 5 standard images any time over the next 12 months (or 6 months, if you’re in Japan). Please see Stock FAQ: What are Credit packs? for more details.

    Feel free to update this thread in case of any additional questions.

    Regards

    Twarita


    Hi Twarita,

    Thanks for the response. That answered my question!

    Additional question: Is there a particular reason the person on *chat* couldn't answer that question? If the person on the other end of my chat had given me your answer it would have been over in ten seconds. Instead it took two hours! At one point I was on the phone with my bank verifying that they weren't rejecting my charges. Seriously. Then the second time around the chat person asked if I had used a different credit card recently. I'm sure both people were smart, good workers doing their best, but they weren't able to give the answer you just gave, and it wasted a lot of time.

    I would advise you don't take this lightly: Adobe's chat support is a joke. Really, you guys ought to look into it.

    Thanks again! Best of luck.

    Tony

    1 reply

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    April 25, 2018

    using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

    T
    tonyskaAuthor
    Inspiring
    April 25, 2018

    So there's no chance that they'll actually do what they said, and contact me? I have to go back to the chat?

    I wouldn't mind but the chat experience is really long, slow, and painful.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    April 25, 2018

    i don't know if (or when) someone from adobe will contact you.

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