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M
MeenaNZ
Participant
May 2, 2020
Question

Facing challenges with Customer Service

  • May 2, 2020
  • 1 reply
  • 352 views

I used Live Chat and was with someone for 2 hours who was lovely but seemed to struggle to understand my situation. Finally requested a callback from a real person and was asked what times I would be available. Then got sent a time outside of that (at 9pm when I had requested within business hours) There was no way to request a change from the email I received from Adobe which stated the time. So I went back to chat and asked for a new time. Had someone who felt the need to read back through my whole case which took ages – then they promised that I would be contacted with a new time. Never got contacted. Tried chat again – same thing. For the amount Adobe charges for its products, I had hoped for better customer service. How should I proceed given Adobe's Live Chat has clearly let me down? (I live in the southern hemisphere so me phoning Adobe's is not an option)

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1 reply

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
May 2, 2020

This is a user-to-user forum.  We have no control over online chat or the availability of agents during this Covid-19 global pandemic.  Everyone is getting slammed with inquires and there are fewer agents available to assist customers.  That's the reality everywhere.

  • Which Adobe app and version # are you having trouble with?
  • Is this a new installation?  Did it ever work on this machine?
  • What is the exact problem, error code, etc...?
  • Which operating system?
  • What if any troubleshooting steps have you tried so far?

 

Nancy O'Shea— Product User & Community Expert
    M
    MeenaNZAuthor
    Participant
    May 10, 2020

    I did eventually get a call back from someone senior  (though Covid aside, it was super difficult to get beyond cut and paste style responses that didn't take all the specific detail I had shared into account +  I had to keep describing the whole complex issue again and again to each person) The senior understands that there's a glictch going on from the Adobe side and its currently under investigation. Thanks for your concern. I wasn't expecting anyone here to adress the problem as I knew it was too tricky – was more loking for advice as to what avenues I could take if I was getting passed from one customer service person to another with no progress. I couldn't find anything on Adobe's site for what else I could do and thought someone here might know.

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