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TomHu
TomHu
Inspiring
October 23, 2018
해결됨

14 Day Trial Ended in 7 Days

  • October 23, 2018
  • 5 답변들
  • 4395 조회

So I was given a 14-day trial for Creative Cloud, and after 7 days I'm met with this:

The Adobe Support account on Twitter said I should post this here to get assistance. I'd like the full trial, it's only two weeks and I hardly had a chance to try it out.

    이 주제는 답변이 닫혔습니다.
    최고의 답변: TomHu

    After more than two weeks of absolutely frustrating and infuriating interactions with Adobe Support, someone named Britt stepped in via Twitter to help me get the trial working and provided extra time on the trial to make up for the run-around I was getting from other support reps.

    So thank you, Britt, for restoring my faith in Adobe, and for stepping in to make things right.

    But please, Adobe, fix your support chain. It shouldn't lead to angering your customers before you eventually do the right thing. I'm sure this whole fiasco wasted just as much of your own time as it did mine. Please re-evaluate how your handle customer support here on the forum, via Twitter, and via chat. In fact, please get Britt to teach some of the others how to do it right, thanks.

    Now on to giving the new Photoshop a test drive, FINALLY!

    5 답변

    TomHu
    TomHu작성자답변
    Inspiring
    November 5, 2018

    After more than two weeks of absolutely frustrating and infuriating interactions with Adobe Support, someone named Britt stepped in via Twitter to help me get the trial working and provided extra time on the trial to make up for the run-around I was getting from other support reps.

    So thank you, Britt, for restoring my faith in Adobe, and for stepping in to make things right.

    But please, Adobe, fix your support chain. It shouldn't lead to angering your customers before you eventually do the right thing. I'm sure this whole fiasco wasted just as much of your own time as it did mine. Please re-evaluate how your handle customer support here on the forum, via Twitter, and via chat. In fact, please get Britt to teach some of the others how to do it right, thanks.

    Now on to giving the new Photoshop a test drive, FINALLY!

    TomHu
    TomHu작성자
    Inspiring
    October 29, 2018

    After literally days of trying to get this Adobe CC trial working, and spending hours with various Adobe Support people, it still shows "Trial Expired" next to Photoshop CC. And then today, this is how Adobe responds:

    LOL! They couldn't figure it out, so they just closed my case with no explanation. I have a trial that they even extended, but can't use.

    Adobe is making more than enough money, I don't understand why their support is so bad and why something as simple as a free trial is so difficult to figure out. I've jumped through all of their hoops, which included removing all Adobe software and reinstalling everything. Still shows "Trial Expired." So their answer was the close my case. That's it.

    jane-e
    Community Expert
    jane-eCommunity Expert
    Community Expert
    October 30, 2018

    Hi Tom,

    Try this: log out of Creative Cloud > Quit > Relaunch > log back in. If that doesn't work, reopen the case.

    TomHu
    TomHu작성자
    Inspiring
    October 30, 2018

    HI Jane,

    I've already tried that numerous times, doesn't work.


    I'm not going to reopen the case, I've already wasted so much time on this, and the trial will be over by the time it ever gets fixed anyway.

    Ned Murphy
    Ned Murphy
    Legend
    October 25, 2018

    As far as getting help thru the forums goes, these are primarily user to user forums, with intermittent attention paid by Adobe staff members.  It's not really the place to go if you have a problem involving access to use the software.  I am not aware what they do for folks thru Twitter.

    You can try contacting Adobe Customer Support directly thru chat, or by phone if they provide that access where you live, though I suspect you will still reach a dead end as far as getting any action with respect to getting the 14 day trial you expected.  I am pessimistic that way, especially when it comes to seeing how Customer Support interacts non-paying customers... (nevermind what some of the paying ones go thru).  Still, worth a try to find out more assuredly if their performance can answer your question.

    Contact support - For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat or phone option...

    Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it fails to connect try using a different browser.

    Creative Cloud support (all Creative Cloud customer service issues)

    https://helpx.adobe.com/contact.html?step=CCSN_membership-account-payment_change-or-upgrade-your-membership

    TomHu
    TomHu작성자
    Inspiring
    October 25, 2018

    Thanks for your helpful reply. It's the first one I've had in this forum in a long time that wasn't accompanied with snark or umbrage.

    The Adobe Support account on Twitter told me to post this problem here in the forum. Clearly the intention was to fob me off to someone else because they had no interest in trying to figure out why their trial doesn't work.

    I think Adobe customer support is a complete mess. I've been an Adobe customer for a long time (and hate this Creative Cloud rental plan), but I'm reluctant to jump into a year-long rental contract with them when their support appears to be scattered, inaccurate, and often arrogant, including here in the forums from some of the ACP people. They just don't seem to care at all about paying or longtime customers. Nearly every interaction I have with Adobe customer support is negative and makes me dislike their company more and more, making their software rental plans feel more like ransom.

    I guess I shouldn't be surprised they just don't care anymore, this horrible rental model they've implemented assures they get their monthly fees no matter how bad their customer support is or how many bugs are in their software. Very disappointing and discouraging.

    TomHu
    TomHu작성자
    Inspiring
    October 25, 2018

    So no help at all from Adobe about this issue, either here or on Twitter. Is this what I can expect if I pay them to rent their software? On Twitter, this is one of the replies I got:

    What in the world does this have to do with my trial expiring halfway through? Does Adobe actually provide real customer support anymore?

    John Waller
    Community Expert
    John WallerCommunity Expert
    Community Expert
    October 23, 2018

    All Cloud trials are 7 days.

    What made you think you had a 14 day trial?

    Ned Murphy
    Ned Murphy
    Legend
    October 23, 2018

    TomHu has a legit claim.  While I am struggling to find the URL, it was not hard to do the first time and it did indeed advertise 14 day trials.  I'll post back if I can find the page again.

      Ned Murphy
      Ned Murphy
      Legend
      October 23, 2018

      Yup... just Google "Adobe 14 day trial"

      Download a free trial or buy Adobe products | Adobe free trials & downloads

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