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Customer Care

Forum|Forum|4 years ago
December 15, 2021
3 replies
825 views

I know this is user to user platform but does anyone have any breakthrough to reach the right department for Adobe Customer Care? I'm based in Sydney, Aus. I've been waiting over 5 weeks for someone to get in touch with me re: a formal complaint I raised. There is an ogoing case going on, I keep being told I will get a call and it never comes. I've had two calls in the middle of the night 1AM, 4AM agents not reading notes to see which time zone I'm in. Cancelled evening plans as promised a call will come, it didn't come. This happens every few days over the past 5 weeks which you can imagine is impacting my mental health. I've lost a project, client and a job and have no confidence with Adobe after being a loayal customer for 20+ years.

Any help much appreciarted.

Simon

This topic has been closed for replies.

John T Smith

Community Expert

Right now you have written 4 messages https://community.adobe.com/t5/user/viewprofilepage/user-id/12286951 and every one of them is in this discussion

If you want program help, please start at https://community.adobe.com/ and, when you get to the forum for the program that is causing you problems, post the details

S

Simon.JAuthor

Participating Frequently

Hi All, I'm hoping someone in customer care can help... I reching critical point. Without oversharing too much this whole situation with Adobe has impacted my mental health. I finally had a call when a supivisor last week who promised he would look into the case and get back to me. I asked for him to email me after the call with points raised and next steps. He never emailed. After over a week wait I did get a call at 4:20AM which woke my wife and myself up. I obvoiusly did not take the call. the caller didn't leave a voicemail or follow up email. Yet again no care from Adobe or ownership.

Nancy OShea

Community Expert

What is the problem you're having?

I assume it's video related?

Have you posted your issue in the Premier Pro community where fellow product experts might help you?

Nancy O'Shea— Product User & Community Expert

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Simon.JAuthor

Participating Frequently

Hi Nancy, Thank you for your message. I decided to take a break from all this as mentioned before it was taking a toll on my mental health.

I have had two calls in the last couple of days, one at 3:30AM and 4:00AM which I obviously didn't take but did wake me up. This is beginnnig to get antagonising. Not sure if it's incompetence or no care but I'm not getting anywhere with Adobe.

This is now not a technical issue, it's an official customer service complaint I put in, which I was told was being investigasgated, that was over a month ago. Before anyone rasies the point this the wrong forum for customer service, I know it is, but I'm desperate as I have exhusted every other avenue. If anyone has any leads to any contacts in customer service would really appreciate to here from you.

Peru Bob

Community Expert

Please go to Adobe Customer Service (make sure to sign in to your Adobe account first and allow popups on your browser):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

You may also be able to contact Adobe by phone:
https://helpx.adobe.com/contact/phone.html

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Simon.JAuthor

Participating Frequently

Hi Bob, Many thanks for your message. These are the channels I have taken, Unfortunately after 5 weeks of promises of calls, they never come. No one is owning the lack of help. It's a really frustrating situation. No care and no customer service. Very close to moving to AVID.

Peru Bob

Community Expert

Try asking for a supervisor.

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