質問
Urgent Complaint – Case ADB-41999174-T1C5 – Work Emergency, Missed Follow-Ups, and Unresolved Issue
Dear Adobe Support Team,
Since I could NOT find an email to file a complaint... I am writing here to file an official complaint regarding the handling of my case ADB-41999174-T1C5. The level of support I have received so far has been extremely disappointing and has caused major disruption to my work.
I have now spoken to at least six different agents with remote sessions being done, and despite explaining my issue from the beginning every single time, no one has resolved it. When agents can’t find a solution, they stop replying altogether, even though I’m told to “reply to the same email for updates.” This lack of accountability has left me completely stuck.
The last agent told me there was an investigation for my case and that it would be resolved within 24 hours. It has now been more than 24 hours, and I have received no response despite sending multiple follow-up emails. I provided all the requested files, screenshots, and even the log copy he asked for. Still, I haven’t received any update or communication.
Before that, another agent was supposed to call me back and even inform a supervisor to help resolve the issue but never did. I waited all day and even late into the night. I made it clear several times that this is a time-sensitive project with a strict deadline, yet no one followed through.
Because of these repeated delays, I am now at least four days behind schedule, and this has become a serious work emergency.
Here is the issue I have been reporting from the start:
“I’ve been having a persistent issue with Adobe Dimension exports.All my .glb and .gltf exports suddenly lost their colors, the models open as gray or colorless in Blender and other 3D viewers. This only happens with files exported from Dimension; external assets still show their colors correctly.I’ve already:
• Restarted my Mac
• Checked and re-exported with different settings
• Updated macOS to 15.1 (24B2082) as suggested by a previous agent
• Updated Adobe Dimension to version 4.1.5
• Tried exporting in all formats (.glb, .gltf, .usdz)The export now completes, but the models still appear without any colors or textures. This problem started suddenly! exports worked perfectly the day before i contact your team. Im sure there are even steps the agents tried with me, that I forgot to mention that were made like a new admisnstrative account on my laptop, which also led to nothing..
I subscribed to Adobe because I trusted the reliability of your tools and the professionalism of your support team. What I’ve experienced instead is unacceptable, repeated broken promises, no callbacks, and no updates after an “active investigation.”
This issue needs to be ESCALATED IMMEDIATELY to a senior technical specialist or supervisor. Please treat this as URGENT and contact me today with a real solution or at least a confirmed status update.
Thank you,
Hana Elkalla
Case Number: ADB-41999174-T1C5
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