Complaint escalation

Question

I bought a plan and paid for it. There seeems to be an "internal issue" at Adobes end due to which they've not enabled my plan yet even after taking my money. Now it's 4 days and 10-15 conversations with the customer care AND two of their "supervisors" but to no effect. They just promise to fix the problem within 24 hours and then completely disappear. PATHETIC behaviour.

Is there any escalation matrix or a grievance email id/ phone number for adobe? I can't find anything on their website and going back to the helpdesk restarts the same chat and same frustrating set of conversations with zero impact.

creative explorer · Answer

@Ganesh30569654ch7c The email address you used to purchase the plan is the key to your account. Adobe's system uses that specific email to identify you as the customer who paid for the plan. If you are using a different email address when you contact customer support, they won't be able to find your purchase and will be unable to help you, this is your Account Identification. All your conversations and case numbers are tied to the email address (Account Identification) you used to initiate the support request. Using a different email will create a new, separate case, and you'll have to start the frustrating process all over again. So, don't.

First, double-check your payment confirmation email from Adobe. The email address the receipt was sent to is the one you need to use for all communications. If you didn't get one, it means, they never received payment. Or check your 'Spam or Junk folders' — Also, you can go to adobe.com and enter your email address that you used to purchase.

When you use the chat or helpdesk, ensure you are signed in with the same Adobe ID that is linked to your purchase.

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