Slow access to Adobe services (Poor Creative Cloud Tech Support)

I recently had an extremely frustrating and expensive situation dealing with Adobe technical support trying to resolve an issue with Creative Cloud app updates stalling in the Creative Cloud application. The downloads would start and then quickly stall and eventually time out. No problems with downloads from other Adobe sources or with any other apps or companies.

Here are the issues I encountered with Adobe Tech Support.

 • Agents that do not listen.

 • Repeatedly answering the same questions or providing the same information because of the above issue.

 • Agents making repeated outlandish requests, to go out and buy a new cellphone with a new service provider to do a single troubleshooting step.

 • Was asked to be available with my computer for 24-48 hours waiting on a return call from a senior agent.

 • Arrogant and condescending senior agents.

 • Senior agents claimimg 100 mbps internet service is too slow to do update downloads.

 • Senior agents that do no troubleshooting and do not ask or listen to you describe the problem.

 • Senior agents adamantly refusing to take responsibility and blaming another party for the problem.

 • Wasted time repeating the same trouble shooting steps and solutions over and over.

 • Wasted time waiting for promised phone calls.

It took almost two days of my time to dealing with multiple people at Adobe to figure out what the problem was. The Creative Cloud app and only that app was causing a problem with software at my ISP. Luckily because I live in a rural area I have a smaller ISP who is great to work with we were able to quickly pinpoint the problem.

The problem was a conflict between the Creative Cloud app and the DDOS program RioRey my ISP was using. The Creative Cloud app was the only one with a conflict, everything else worked fine, yet it wasn't Adobe's fault in any way.

This isn't my first tech support problem, I have a decent amount of professional experience providing tech support for Adobe and Apple products. I understand software conflicts and realize both parties are usually at fault. In this situation when your app is the only one having a problem and no others are, you have to step up and take some responsibility. Instead of taking any responsibility or offering any help in finding the  conflict Adobe senior tech support said, “Not our problem.”

Adobe did send emails with links to tech support articles suggesting steps that had already been taken. They did not send links to any of the articles that would have helped my ISP identify the problem or the list of Adobe servers so my ISP could white list them. I found those and sent them to my ISP.

After it was all done and I expressed my concerns to Adobe customer support they did lower my Creative Cloud monthly fees for one year. Which lessens the pain of all the wasted hours and lost productivity.