Unable to submit or escalate a formal complaint after serious Adobe Fonts/CoreSync support failure – two chat attempts ignored

I am posting this here because I have now tried twice through Adobe Customer Support chat to formally escalate a complaint, and I am still unable to obtain any meaningful response, complaint reference, escalation confirmation, or access to someone responsible for reviewing the way my case was handled.

At this point, I am no longer asking Adobe to troubleshoot the original technical problem. The technical issue has already been resolved. I am trying to submit a formal complaint about Adobe's handling of the case.

The situation began with a serious Adobe Fonts/Creative Cloud failure affecting several fonts that I use professionally in Adobe Illustrator, including Basic Sans, Daith, Futura PT, Futura 100 and Span.

Some fonts appeared as active on the Adobe Fonts website but were not synchronising, installing or becoming available correctly in Illustrator.

This directly affected my professional work.

Multiple Adobe remote-support interventions

This problem resulted in more than one remote-support intervention by Adobe.

During an earlier session, an Adobe support agent based in the United States was able to remotely access the same computer, through the same remote-access system, without any problem regarding permissions, firewall or access.

That intervention did not resolve the Adobe Fonts problem.

Furthermore, during attempts to modify network/server-related settings, the computer was temporarily left without internet access, which subsequently had to be restored.

During a later support intervention, however, I was told that Adobe supposedly did not have sufficient access or permissions to properly work on the computer.

Our IT professional checked the system and explicitly confirmed that Adobe had all the permissions and access required, including the relevant firewall/system access.

This explanation was also difficult to accept because another Adobe agent had previously accessed the exact same machine using the same remote-support system without any such problem.

Adobe's own logs eventually showed a different problem

After many hours without an effective resolution from Adobe Support, the issue had to be investigated independently.

Adobe's own CoreSync logs showed that:

• authentication with Adobe services was working;
• communication with Adobe servers was working;
• the appropriate access token was being used;
• font files were actually being downloaded through Adobe/CloudFront;
• the failure happened after the download, during processing by Adobe's own LiveType/CoreSync component.

The Adobe logs explicitly contained errors including:

“Failed to decrypt file”

and:

“Decrypting font file failed. Deleting encrypted file.”

In other words, the font files were reaching the computer.

Adobe's own component was then failing to decrypt/process them and subsequently deleting them.

The logs also showed LiveType/CoreSync settings being changed and later:

“PluginEnvironment: Skip Loading Livetype Plugin”

Windows permissions were separately checked and the relevant user, Administrators and SYSTEM accounts had the necessary permissions. No relevant Deny permissions were found.

The problem was ultimately resolved only after extensive manual investigation and rebuilding of the Adobe LiveType/CoreSync font environment.

On the main incident day, I started work at approximately 08:30 and was still dealing with this situation at approximately 22:30.

That is around 14 hours of disruption in a single working day.

My complaint is now about Adobe Support itself

After resolving the technical issue, I tried to submit a formal complaint about the way the case had been handled.

I specifically asked for the matter to be escalated to a Team Leader, Senior Customer Care Manager and/or Quality/Customer Experience team.

I asked for:

• a formal complaint reference;
• written confirmation that the complaint had been escalated;
• review of the previous calls and chats;
• review of the remote-support sessions;
• review of the contradictory information concerning permissions/access;
• and review of the overall handling of the case.

I also want the support interactions audited because I believe the service provided during this process requires proper internal review.

First attempt to escalate the complaint

During one of my most recent chats, I was told that I would be transferred to a supposedly appropriate team.

I remained in the chat waiting.

I continued trying to communicate with someone.

Nobody from that team ever joined the conversation.

Eventually, the chat simply closed while I was still trying to obtain assistance.

There was no successful transfer, no follow-up, no complaint reference and no explanation.

Second attempt

I have now made another attempt through Adobe chat to formally escalate the complaint.

Again, I am not receiving the feedback or escalation confirmation I have explicitly requested.

This means that I have now tried twice to make a formal complaint about Adobe Support through Adobe Support itself and have still been unable to obtain a clear formal escalation route.

This is now the central issue

A software problem can happen.

What I find unacceptable is the combination of:

• a paid professional service failing;
• several support attempts not resolving it;
• contradictory explanations being provided;
• Adobe's own logs later showing a problem inside CoreSync/LiveType;
• one remote intervention temporarily leaving the computer without internet;
• approximately 14 hours of professional disruption;
• being promised a transfer to another support team that never arrived;
• the support chat closing while I was still waiting;
• and now being unable, after two separate attempts, to obtain confirmation that a formal complaint has even been escalated.

I am particularly concerned that there appears to be no clear independent formal complaints procedure for a customer who wants to complain about Adobe Customer Support itself.

If the complaint concerns the support service, simply sending the customer back into the same support channel is not an adequate escalation mechanism.

What I am asking Adobe to do

I would appreciate intervention from an Adobe employee or Community Manager who can genuinely escalate this beyond standard troubleshooting.

I need:

1. A formal complaint/case reference number.
2. Written confirmation that my complaint has been escalated.
3. Escalation to a Team Leader/Senior Customer Care Manager and Quality/Customer Experience team.
4. Review of all relevant calls, chats, emails and remote-support sessions.
5. Review of the chat in which I was told I would be transferred but nobody ever joined and the session subsequently closed.
6. An explanation as to why I have now attempted twice to escalate this complaint without receiving the requested follow-up.
7. Confirmation of who or which department is actually responsible for reviewing complaints about Adobe Customer Support.

I have the relevant CoreSync logs, screenshots, support history and technical evidence available if Adobe requires them.

Again, I am not asking for troubleshooting assistance with Adobe Fonts. That issue is resolved.

I am asking Adobe to provide an actual mechanism for a formal complaint about the support experience and to confirm that somebody with the appropriate level of responsibility will review what happened.

Can an Adobe employee please formally escalate this case and provide me with a complaint/reference number?