Hair pulling experience with Adobe Support via Chat

Hello all,

I am wondering if anyone had gone through the same frustrating experience with Adobe support via the Chat channel. It is a virtual nightmare.

Recently, i decided to continue with the Adobe Lightroom CC subscription after a 3 months free subscription.

So, i initiated a chat hoping that Adobe could facilitate the subscription as due to a unknown reason, i could not complete it online due to limitation on the form.

It took me 4 attempts (4 different days) with different support staffs before i finally got my subscription done.

I had chatted with the Sales, Technical and Billing team on different occasions.

My horror experience:

1- I asked for monthly billing, but it was setup and billed as annual - reason given was he got confused with another client he was supporting the same time. Asked me to wait for 20 minutes and the changes will be reflected on the system. I was asked to logout and login from my profile to check later. After 1 day, nothing changes. I had to contact Adobe again as the changes was obviously not done properly, hence the system is still showing the annual billing setup;Puzzling.

2- In a subsequent encounter, i chatted to inquire the details of adding other Adobe products into my current subscription. To my horror, before i could confirm if i want to commit to the add-on, the support person went ahead to initiate the changes in the system.

3- In different chat session, i requested to add on Photoshop into the Lightroom CC 20GB currently subscribed. I asked if there is a better pricing for Lightroom and Photoshop bundle with 1 TB. I would expect the support staff to provide advise on how i can achieve or purchase the USD14.40 per month subscription (I only found out there is such a package later on my own). Instead, i was told its USD 20.99 per month and he could provide me with a USD1 discount..LOL. Unbelievable!

And finally after all my subscription requests were resolved, it left me with a list of messy bills to deal with;

There were 8 transactions from Adobe. Refunds were not completely done for all wrong charges made. Eg. In one of the refund, the subscription was refunded but tax refund was missed out. Inconsistent with the refund done for other transactions. And some transaction was not refunded.

I had to initiate chat session with the support person again and simple things made complicated once again.

Good thing that i got myself prepared with the billing info on a excel table. I had to feed the info and explain why and why and why.

My point is, dont the billing staff has a proper view into the transactions for each existing client? and take an overview of the gap when it comes to billing?

While the staff is helpful, i strongly suspect communication/understanding is lacking, focus is lacking ( due to multitasking on a few support sessions maybe?), inconsistency in process just to name a few.

Dear Adobe,

You need to train your support staff better, please! Their performance is a direct reflection of the company credibility.

You can check on my profile to understand the chat contents i had with your support staffs.

I spent so much time just to get things right on simple requests.

This is not what i would expect from a reputable and established company.

And i honestly hope i do not have the chance to contact the support staff again ever.