How do I make a compliant to a senior member of Adobe directly?

Forum|Forum|6 years ago
December 29, 2019
4 replies
380 views

I have had the most frustrating experience trying to deal with Adobes frontline offshore support . They closed my support ticket preventing me being able to reply, after the very first email I sent to them, and they are ignored my points in my complaint. I think it maybe a language problem with the offshore contact centre that Adobe uses, or maybe they are just following some form of flow chart with stock replies. Whatever is, it is very frustrating as the customer, and I can't get a resolution from their frontline staff. I have asked for it to be escalated to their manager, but that too has been ignored. Is there any method to contact a senior member from Adobe to get a resolution to a problem? . It should be a really easy problem for them to solve too ,and is common sense, but I suspect it falls outside their offshore supports flowchart scope, as I am just getting what appears to be a cut a paste stock replies from them. Customers shouldn’t have to argue, to simply get what they have paid for.

Activation

This topic has been closed for replies.

U

ukgAuthor

Known Participant

@John T Smith

So Abobes offical chat support were wrong to tell me that then?

In terms of your comments. People have perpetual licenses for CS sofware that don't expire. So that should allow them to use the software for as long as they want to. Yes it may not work on newer hardware and newer versios of windows, but that isn't the problem people are having. But with them turning off the activation server, then that obviously causes a problem for anyone who purchased the CS software. Adobe did have a fix that allowed people to download a version that didn't require activation for a certain period of time, but they are now refusing to provide that to CS3 cusomters who didn't download the fix earlier. But they didn't inform owners of the software about any of this. If they had left the link up on their website, and provided the fix to those affected cusomters, none of these problems would be occuring.

John T Smith

Community Expert

Go to https://community.adobe.com/t5/get-started/upgraded-to-win10-needing-to-reactivate-cs3-suite/td-p/10824208 and read the comment I posted earlier today

Nobody from Adobe is going to contact you about a problem with Creative Suite... all support for CS6 and earlier has been ended

U

ukgAuthor

Known Participant

@John T Smith
I have just been onto Adobes online s chat, and Divyaanshu told me that Creative suite software is only supportd in these forums, and that if I post the problem on here, that an Adobe staff member would get back to me within 24-48 hours. So it does appear that this is a proper support channel.

John T Smith

Community Expert

I don't know, but not here... this space is provided by Adobe, but most of the support is from other users, not Adobe

I would Google to find the main address (I think it is in California) and try there

U

ukgAuthor

Known Participant

Thanks. I thought the logical place to find them would be on their website, but to no avail. I have found one email address of a staff member in the US from a old blog post, who I think who deals with the issue I am having, but I don't think they work for them anymore since about 2013. But these forums are also one of their documented support channels. I see there are some adobe staff that frequent here, that should see the post, and will hopefully communicate with me directly to get it resolved, as it just needs to be right person higher up to sort it out, otherwise I will continue to go around in citcles with the lower level support, who appear to be following a set flowchart. IMO not providing a solution and then closing a ticket, prevently me from being able to reply, is not acceptable customer service.

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded