Skip to main content
Ajinkya Atalatti
Ajinkya Atalatti
Participant
March 18, 2019
Question

How long has your average wait time been when contacting the Customer Centre?

  • March 18, 2019
  • 4 replies
  • 4229 views

I want to cancel my Adobe Creative Cloud for Teams membership as we found out my organisation has an Enterprise account.

I am waiting for 18mins on the call as I am typing this and no one has responded.

This is absolutely abhorrent. People say this is a User to User forum and not to post such posts here, but I am sure many people have had the same issues trying to connect with someone.

I have tried several times to make contact. The Chat feature is always unavailable and no one answers the phone.

How are paying customers supposed to contact the Customer Support team?

At least make a support email address available. Starting to feel that it was a mistake signing up.

    This topic has been closed for replies.

    4 replies

    JanineDowney
    JanineDowney
    Participant
    June 2, 2021

    I'm having the exact same problem. Currently on hold for 30 mins

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    June 2, 2021

    Type AGENT in the online chat box followed by Enter key and wait for human.  Online chat is usually quicker than phone support.

     

    Nancy O'Shea— Product User & Community Expert
    G
    gigimari
    Participant
    April 16, 2020

    I was on chat with someone and the whole process took 45 minutes. I spoke with Priya who was no help and asked for her supervisor. then spoke with Arvind and he promised he would set up a call back with higher level tech and send me an email with the time today.  I have never received any email. I then called last night and was on hold for 2 hours and 39 minutes and then the call disconnected.  Apple has identified the problem and it is an adobe cc node running in the background taking up all my memory.  Only adobe can uninstall, meanwhile I am having huge problems working from home.  I cannot believe that I have to deal with this lack of support.

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    April 16, 2020

    NOTE: The pandemic is effecting all sectors. There are fewer available agents, demand is very high and wait times may be longer than normal. Please be patient during this very difficult time.

     

    Nancy O'Shea— Product User & Community Expert
    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    March 18, 2019

    To answer your first question, wait times vary by region, time zone and how many people are currently holding or waiting in the queue.     My online chat experiences have always been pretty good.

     

    Nancy O'Shea— Product User & Community Expert
      Ajinkya Atalatti
      Ajinkya AtalattiAuthor
      Participant
      March 18, 2019

      ** Update **


      I did manage to speak with someone through the Chat feature (thank the heavens) and cancelled the membership. Fortunately, it was with 14 days so full refund was processed.

      I would recommend everyone trying to get in touch with Adobe to do it via the Chat feature.

        Terms & ConditionsAccessibility statement
        Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices