ABODE HAS THE WORST CUSTOMER SERVICE ON THIS SIDE OF THE PLANET

Just so all of you know, it is late 2020 and the situation hasn't changed. Voice support is unreachable and chat is still a lopsided exchange with non-participating supervisors or managers. Aside from monthly billing, Adobe seems to want as much distance as possible between customers and support. Forums are helpful sometimes but that is customers helping customers. That's not really our job, is it?

stephenr61211300  wrote I seriously hope there stock goes down.

Curious, I looked. But if you do have a question, please ask here, Stephen!

We are. I run it and I cut with other editors. I get my hands dirty. We have techs and AEs but I like the freedom of doing things myself.

Thanks for your concern though. Never calling Pakistan(Adobe Support) again too. The best medium is Facebook groups.

I don't use work accounts to post here I'd rather stay anonymous here.

Thanks

AGREED. I requested a call back. they called, I heard them chewing while I say hello hello hello. they hung up.

They don't give a damn and most of all know nothing about Premiere because they develop the software without working on it so they never get the snags or problems editors get into because of their stupid software mistakes. When you ask them they go uuuhhh I don't know...I'm seriously debating the actions to be taken to bring all 15 systems we have back to AVID.

I have only had to contact Adobe Support once and it was perfectly acceptable experience.  I was speaking with someone within 10 minutes of my call, I gave them remote access to my machine and they worked for nearly an hour until my issue was fixed. It turned out to be a random conflicting driver and had I not been able to provide the support technician with some feedback of the "not so casual user" nature they might not have been able to fix it at all.

I'm self taught in several technical applications (as well as in building and maintaining computers (even a little lite programming (not to brag or anything))) and here's some things I learned immediately, & over years skulking about technical forums & sucking up all the information I could.  These softwares are (at least originally) technical softwares for professionals.  Recently, for several reasons they have become easily available to hobbyists and people who are curious (like me).   Problem is they can require some knowledge or technical ability beyond the software itself to use successfully.  Keep in mind people used to (and still do) go to college to learn to use these programs & to use computers in general.   The fact that we've reached an age where anyone with a little money could surf the net and acquire the tools of industry professionals is astounding, and perhaps a little bit unfortunate & undeserved.

The truth is there are just some people who do not have the technical aptitude to maintain both their computer and the programs in a working state.  A support technician can help you with software problems but really can't do much beyond that.  And often the problems are indeed beyond that.  They could be installed wrong, uninstalled wrong or installed on a severely messed up computer.  Other people just have unrealistic expectations, like expecting a company to support every outdated version forever because they can't or wont update their machine or software.

DOn't get me wrong, I hate Adobe's cloud based business model with a passion and I think that many of their softwares development is going in the wrong direction & as soon as there is a viable alternative they WILL lose me as a customer unless they correct.  But, having said all that.  If you cannot even get the program to work on your computer.  That's your problem, not Adobe's.  If you cannot even get the programs to run maybe you are better suited to be a media consumer rather than a media creator.  It ain't about the tools, it's about the meta-tools.

Please direct any criticisms you have of me or my comments back unto the back of thou.

They have the worst customer service in the world!

I have about a dozen systems enrolled in CC for a cooperation that I support and an hour on the phone with them to correct a hiccup on their end turns into a two day affair with phone calls that are never returned.

At least once a month, sometimes more I call Adobe: After dealing with a very impersonal automated system I get a person who would like to help but the fact they are apologizing every sentence does not conclude they can identify or fix the problem, or put me on a "brief" hold and apologize that 10 minutes of psychosis inducing piano music accompanied by 4Hz static took longer than expected.

FWIW Adobe, if you read this I don't need to be apologized to like a medieval sultan with robotic insincerity. What I need is for the users I'm assisting to be able to use the software we pay you tens of thousands of dollars for every year because business is impacted and your customer service reps are not offering any usable form of help.

After a desperate attempt to get someone who can stop apologizing and actually help my incident gets escalated, I'm put on hold for some time forced to listen to whatever that horrifying melody is and I am told I will get a call back within the hour from someone from Adobe. Several hours later no call back, same problem, I end up calling back because Adobe stanched an account and it all results in money lost.

I wish I could feel Adobe actually is concerned with making a good product and standing by it but I honestly can't finish a sentence like that without laughing at the absurdity it.

I think you are being unfair.

Can you really be sure what

side of the planet support is

on? Just had a bad experience

myself.Never got transferred up,

then I find out there is no phone

number to call.I really think a phone

conversation might have helped. I

just dont understand how after 50min

of chatting I dont feel any better at all.

You would think with all the people

stealing their software, they would be

more helpful to the ones that are paying.

**yes, I am a first time complainer and

  more than likely, a last time customer**

I've been trying for several days to exit Adobe Loop Hell. I pay $15 a month for a pdf service, but I can't get out of the trial account that has expired. I called an 800 number I managed to find, but no one called me back as promised. I can't find a chat or email. I managed to find a page addressing this problem and followed the suggestions. They didn't work. Now I can't find that page. I'll have to go through my credit card company to cancel my account if I can't get some help. I hope this posts, because my previous effort to post was denied!