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J
janex89442252
Participant
September 28, 2015
Question

Any suggestion to hep me to get out off an endless dead end with the customer support?

  • September 28, 2015
  • 3 replies
  • 243 views

I'm trying to swap a product my friend helped to purchase in wrong platform.  I started the communicate the customer support (most through online chatting) since 9/8.   The first representative failed to find the download link for me, meanwhile my original order number became invalid.  After that, I've been pushed 3 time with the reason "escalated", each time with "2-3 days" estimation.  Neither of time I got a responds within the time so I have to contact them again.  The longest was 4 days.  Until the week before Friday, the swap was finally agreed: 1st said within 3 hour, nothing happend a weekend pass,  6 hour on last Tuesday, again nothing happened,  3rd on last Wednesday,  within 12 hour, and again nothing happened.  Friday, I checked back again, and again told "already escalated, and the mange team is working on it", 24 hours I should definitely get my key generated.  Again, a weekend pass ( as I understand this is 7/24 days service), still nothing happened.

I felt that I'm in an infinity loop which I can't never get out.  Anyone has running into this issue before? Is any suggestions to get reach to someone by phone or other format to make this happen?

Thanks so much, your suggestion will be highly appreciated.

    This topic has been closed for replies.

    3 replies

    J
    janex89442252Author
    Participant
    September 29, 2015

    Hi Del,

    Thanks so much for the reply.  I'm trying to switch from CS6 Win to CS6 Mac OS X.  I did using the chat but with extreme obstacle as I've described.   I'll give it with your link again.

    Jane

    Del Z
    Del Z
    Participating Frequently
    September 29, 2015

    Hi janex89442252,

    I'm sorry you're experiencing this issue. These are the general guidelines for exchanging Adobe products: Exchange a product for a different language or platform version.

    It does sound like you may require additional help. Can you tell me what product you are trying to exchange? This may help us get you to the right support.

    Best,

    Del

    Ned Murphy
    Ned Murphy
    Legend
    September 28, 2015

    What you can try is to send a private message to some of the Staff people that visit these forums and explain your problem to them.  It could lead to the same frustration, but at least there should be a number of them you can try.  Just look thru various postings in this forum for different Staff people.

    J
    janex89442252Author
    Participant
    September 29, 2015

    HI Ned,

    Thanks so much for the reply, so would this reply goes to private mail ? Or something I have do differently?

    Best,

    Jane

    Del Z
    Del Z
    Participating Frequently
    September 29, 2015

    Thank you for the information. Your replies are currently on the public forum, but I have sent you a direct follow up. To check your messages, click the number next your avatar at the upper right of your screen or click the avatar itself to get a dropdown menu from which you select "Inbox and Activity" > "Inbox".

    To send a private message to a member of the community, click their screen name and select the "Message" button to the right of their page.

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