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R
Richardnz
Inspiring
February 5, 2020
Answered

What is the process when support ticket goes unanswered for weeks?

  • February 5, 2020
  • 2 replies
  • 1886 views

I have a support ticket that I have been previously told has been escalated, and I was told I would hear back from that person within 24-48 hours. But that was weeks ago. Since then I keep getting automated emails to say that they are waiting to hear back from me, and my ticket will be closed unless I reply. But I am the one waiting for the reply, and I reply stating that. However I now haven't had one of those automated  emails for several weeks, but checking my ticket, it is still active. Is this normal ?

 

 

This topic has been closed for replies.
Correct answer Richardnz

Jeff_A_Wright can you please remove the details of my support case from this public forum, as I didn't give my permission for them to be posted, and there was no reason to post them. As identified  below, I am now at risk of being contacted by scammers who are on these forums.

2 replies

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
February 5, 2020

Richardnz, I am sorry that you feel there has been a delay in updates for your support case.  If you are referring to case [removed by moderator] and your problems completing the activation process for the education version of [removed by moderator] that you registered over [removed by moderator] years ago?  If so, I am showing that the case is still under investigation, with an update posted as recently as February 2nd, 2020.

 

You can use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update and review any recent support cases.  

 

Please also be aware that all support for Creative Suite has ended.  You can find more information regarding our policy for supported software versions at https://helpx.adobe.com/support/programs/support-periods.html.

 

 

[Details removed by moderator at the request of the poster]

    R
    RichardnzAuthor
    Inspiring
    February 6, 2020

    There was no update on the 2nd febuary to me and there is nothing in my support page that shows this..Teh last entry on my support page shows my reply to the bot reply, which was on the 26th January.  Maybe you can see something differnt  from you end?. But why was I contacted mid Janaury to say  that it had been escalated and that they would be in touch within 24/48 hours, and then noone ever contacted me?
    I should always be able to fully install and actviate my software as it is a perputual license, and the only thing cusomters can do if they have a problem with the license activation is to contact Adobe, because you operate this server and activation process as part of the licesnsing system. But your reply indicates that Adobe shouldn't be expected to continue to do this? If that is the case, then why have an activation server, and not use USB dongle activation or similar. Or is Adobe going to provide the version that doesn't require activation in the future like they have when they turned off the CS2, and then CS3 servers? How do I make sure that I am notified when the special non activated version is released so I don't miss out on it?

    jane-e
    Community Expert
    jane-eCommunity Expert
    Community Expert
    February 6, 2020

    Hi Richard,

    Please watch for the scammers who may PM you and pretend to be Adobe. Adobe employees can look up your case as Jeff did and will have an Adobe badge with the word "employee" next to their name. Their email will end with @adobe.com.

    ~ Jane

      John Waller
      Community Expert
      John WallerCommunity Expert
      Community Expert
      February 5, 2020

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