Why does Adobe support promise callbacks that then do not happen?

Question

I am having a terrible experience with Adobe customer support.

Two employees on the phone line, who were in principle very nice and helpful, but couldn’t solve my query immediately suggested a callback at a precise time but did not deliver.

The second even asked me to go to my office at said time to try troubleshooting the issue with a different computer than my own. I went there, expecting the callback, but did not receive it.

The operators seem sincere when they suggest the call, yet the call never seems to happen. Can someone explain what is going on here?

I have spent over 100 EUR on the Adobe hotline, for which reason my phone provider has now capped my calls.

This is service is frankly infernal.

Jeff_A_Wright · Answer

Thank you for posting, ​@Brave_days9d98.I am sorry to hear about the difficulties you have experienced, as well as the time and expense involved in trying to get help.Thank you as well to ​@kgladfor joining the discussion and offering guidance.I reviewed case ADB-47303422-G4V7 and can confirm there have been updates as recently as today. Since the case is active and receiving attention, please continue using that existing case for any follow-up questions or additional information.If you need to provide further details or comments, you can do so through the Customer Support Portal:https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.htmlI understand how frustrating it can be to rearrange your schedule around an expected callback, only to not receive it. Adding updates directly to case ADB-47303422-G4V7 will ensure they are associated with the ongoing investigation and visible to the agents working the case.Please update this discussion if you have any additional questions, ​@Brave_days9d98.

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