Answered
Complaint - Abobe Doesn't want to extend my trial as promissed
Hi,
My trial on Adobe Captivate Prime expired yesterday. I've received from you an email offering either to buy it or ask a 7-days extension I've clicked on the extension link and I got the option to chat with a customer service agent. At first he said my request was fulfilled, few minutes lates he said he was facing problems and finally he wrote he could't give the extension. Later on, he said there is not option for trial.
I've sent him screen capture of the email and he transferred me to sales department. The person wasn't helpful at all.
Why you don't honor your promotions and offers? Why is that you said you can extend my trial and few minutes later you said no?...
I'm copying my chat transcription below... I need you to honor your promise. Extend my trial if you want me to believe in you and purchase this product.
Your Adobe Systems Chat Transcript
General Info | |
| Chat start time | March 24, 2018 11:21:29 AM EST |
| Chat end time | March 24, 2018 12:05:25 PM EST |
| Duration (actual chatting time) | 00:43:55 |
| Operator | Raul |
Chat Transcript |
| info: Thanks for contacting us. We’ll find a representative for you to chat with and keep you posted on your wait time. This chat will become active once a representative responds. Did you know you can get answers to most of your Adobe-related questions at help.adobe.com? Find helpful video tutorials, tips for troubleshooting, and user guides for all our products. You can even get answers from members of our vibrant forums community. Visit help.adobe.com. Please hold for the next available agent. info: You are now chatting with Rahul Panjwani. Please don’t close the chat window or browser tab since it will end our chat session. Rahul Panjwani: Thank you for contacting Adobe membership services. Claudio Quinteros: hi Claudio Quinteros: I'm contacting you in order to ask for an extension on my trial on Captivate Prime Claudio Quinteros: User: abogadoquinteros@gmail.com Rahul Panjwani: How are you. Claudio Quinteros: Phone: 303 952 0411 Rahul Panjwani: Thank you for information. Rahul Panjwani: Please allow me 1-2 minutes to review your account details. Claudio Quinteros: ok Rahul Panjwani: I can see you are using trail version of Adobe captive Ok for goodwill gesture I am extending you trail for 7days. Claudio Quinteros: ok, thanks. Rahul Panjwani: Caludio can you please log in Adobe cative now. Claudio Quinteros: Also I need someone for Sales Department to contact me because I have some questions on how many license do I need to buy, payment methods, and monthly commitment option Rahul Panjwani: I am facing issue in extetending your trial version. Claudio Quinteros: I see it still shows my account as innactive Rahul Panjwani: Its gives me error when I try to extend it do, Are you using it in Desktop. Claudio Quinteros: Captivate Prime is only available online no desktop option Rahul Panjwani: Its gives me error to log in another machine. Claudio Quinteros: I don´t get it... Rahul Panjwani: Please allow me 1-2 minutes to review your account details. Claudio Quinteros: Im logging in one machine Claudio Quinteros: I will log out and log in again Claudio Quinteros: It still shows me as inactive account Claudio Quinteros: https://captivateprime.adobe.com/app/admin?i_qp_user_id=3115757&accountId=42720#/gettingStarted Rahul Panjwani: Claudio sorry I just confirm to my manager trial version is fix for 7 days. Claudio Quinteros: what does it mean? Did I get the trial or not? Rahul Panjwani: I am sorry we cannot extend it. Claudio Quinteros: why you cannot extend it? Rahul Panjwani: The system is not allowing me to do so it is fixed for 7 days only. Claudio Quinteros: There must it be an error. My trial expired yesterday and I got an offer from you to extend my trail... see picture below Claudio Quinteros: Your file was successfully uploaded. Claudio Quinteros: You must to honor the offer you've sent me yesterday Rahul Panjwani: Okay did you get mail. Claudio Quinteros: Your file was successfully uploaded. Claudio Quinteros: That is the reason Im reaching you... so go and talk your manager and ask him to fulfill your promise and don't play games with me Rahul Panjwani: did you access the link that shared in mail. Claudio Quinteros: The link sent me to this customer service chat? Claudio Quinteros: so how long do I need to keep myself explaining something that you've offered me...??????? Rahul Panjwani: Let me connect you to concerned team they will help you with it. info: Please wait while I transfer you to an operator at Adobe Sales. info: You are now chatting with 'Raul' at Adobe Sales. Raul: Hi, may I have your first name please? Claudio Quinteros: Claudio Raul: Greetings Claudio. Raul: It's my pleasure to have you on this chat. How may I assist you today? Claudio Quinteros: I dont want to keep waisting my time with you... enough time I've already lost with previous customer assistant... Claudio Quinteros: in short... Claudio Quinteros: my trial on Captivate Prime expired yesterday Raul: Okay Claudio Quinteros: I've received an email offering either to buy it or ask an extension Claudio Quinteros: I've clicked on extend for another 7 days and I got this chat option with you Raul: I am sorry, we do not have the option to extend the trial. The trial is valid for just once Claudio Quinteros: previous assitant told me he've granted me the extension Raul: However, we have 14 days return policy Raul: Once you place the order, you will have 14 days to cancel the subscription in case you are not interested in the software so that you will get a full refund Claudio Quinteros: no, you have the option of 7 days Raul: Would you be interested in that? Claudio Quinteros: check images below Claudio Quinteros: Your file was successfully uploaded. Claudio Quinteros: Your file was successfully uploaded. Raul: I am sorry, we do not have the option to view the screen shots Claudio Quinteros: Your file was successfully uploaded. Claudio Quinteros: Why am I asking an extension??? Raul: We do not have information regarding that Claudio Quinteros: interface is complicated... Claudio Quinteros: I need more time to try courses and programs Claudio Quinteros: also see how can I do to add my students Claudio Quinteros: then decide on how can I pay for them, Claudio Quinteros: etc etc Claudio Quinteros: you dont have option to see screenshot??? Claudio Quinteros: common, the other guy was ale to see them... Claudio Quinteros: *able... Raul: Only our Customer Service Team have the option to view the screen shot info: Your chat transcript will be sent to abogadoquinteros@gmail.com at the end of your chat. Raul: Since you want more time. we have 14 days return policy Raul: Once you place the order, you will have 14 days to cancel the subscription in case you are not interested in the software so that you will get a full refund Raul: Are you interested in that? Claudio Quinteros: you know what... you are playing games with me and I've got tired... you dont want to help, and you wont do it... Claudio Quinteros: I want to be contacted by your manager and I will write a complaint on this matter Claudio Quinteros: not only your lack of help but also your lack of commitment Claudio Quinteros: reach me at 303 952 0411 Raul: Well, I am here to help you. Since we do not have the option to view the screen shot or to extend the trial I cannot help you regarding that, However, I can help you with the purhcase Raul: purchase* Claudio Quinteros: I will show transcript of thus conversation to that person Raul: We are from Sales Team and I can help you with a new purchase Raul: I'm sorry. Did I lose you on this chat? Claudio Quinteros: You have to honor your offers... that's it. How can I trust in Adobe if you lie form the beginning Claudio Quinteros: no, you dont lost me... if you want to hang up on me, that is other story Claudio Quinteros: I want to be contacted by your supervisor ASAP Claudio Quinteros: I need a response to my request. Raul: Since we are from Sales Team we do not have the option to extend the trial, however, I will connect this chat to our Technical Team who will help you further Raul: Shall I go ahead and transfer the chat? Claudio Quinteros: no thanks, you have already wasted my time... I will contact Adobe by myself and report your lack of help |
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