Skip to main content
K
kasiacirce
Participant
August 19, 2019
Question

Can you respect your users?

  • August 19, 2019
  • 1 reply
  • 385 views

As an old customer I feel pure rage right now. I pay every month to you, Adobe, and I write on support maybe 4 times per year. This time I had serious problem and nothing worked, I had a job to do, so I decided to ask you for help. And what? I explained everything as clearly as possible and got a reply "I'm learning, I don't understand. Can you explain your issue?".

Are you serious? How to explain something so simple and clear that any person, not even related to your software, is able to understand it?!

After my shocked response he disconnected and I got an information that I have to wait for a specialist. Of course...

And nothing. My chat was open for a while and nothing changed, only another messages that you are SORRY for delay.

No, I am SORRY that you care so little for people who pay for your Creative Cloud every month and can't get a damn help when they need to!

But the biggest surprise (and sad realisation) was when I opened alternative software and everything worked with my graphic tablet as it should. I guess the issue is really as clear as the guy from support wanted it to be clear - Adobe Photoshop. This is the issue.

People deserve better.

This topic has been closed for replies.

1 reply

jane-e
Community Expert
jane-eCommunity Expert
Community Expert
August 19, 2019

kasiacirce  wrote

As an old customer I feel pure rage right now. I pay every month to you, Adobe, and I write on support maybe 4 times per year. This time I had serious problem and nothing worked, I had a job to do, so I decided to ask you for help.

Hi Kasia,

I looked at your profile and saw only two posts in the forums other than this current one:

The one from a year ago is marked answered, so I looked at the one from May of this year. It ended with davescm​ asking you to post a screen shot of what you saw, which you have not yet given him. He is our 3D expert, so please continue in that thread if you still have that question so it can be answered for you. Here is the link:

I don't have in options spherical panorama

This is a user-to-user forum with some input from staff. Most of us are volunteers. If your most recent experience was with Adobe chat, did you get a copy of the chat? Or the name of the person? Or a case number?

If yes, please give us that info.

If no, please start a new thread explaining your issue and we can try to help,  Or try again with Adobe Support and get the name and case number at the beginning of the conversation and then report back.

Right now we do not know what your current problem with the software is.

~ Jane

K
kasiacirceAuthor
Participant
August 19, 2019

It has nothing to do with the problem in that thread (and that problem was solved by people outside this forum the same day I posted) and nothing to do with the forum at all so I don't see your point about my previous topics.

And no, I got nothing related to this short chat (and long waiting). I don't have a name of this newbie person talking with me and 0 info on my e-mail that it was even there. I spent time waiting for someone to respond but all I got was messages about how sorry Adobe is and I have to wait a bit longer.

And the problem is not important right now because I gave up on Adobe today and I will cancel my plan next month. It's funny (and sad at the same time) that only in Photoshop I have issues with pen pressure (for YEARS!) in graphic tablet while in other softwares it works fine.

You can close this thread, delete it or idk. I really don't care anymore, I just wanted to share my opinion and I hope that at least few people saw it and will have a chance to think about the quality of Adobe support.

Have a good day.

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
August 19, 2019

I hope you didn't get into a discussion with the artificial intelligence chat bot.  It's still learning and IMO very dim witted about anything outside basic, basic questions.

I always tell people to click the chat bot icon and type AGENT followed by the Enter key.

In my experience,  a human agent will join the session almost immediately.  And you can copy & paste the transcript into any plain text editor.

Contact Customer Care

Nancy O'Shea— Product User & Community Expert
Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices