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R
retop69557053
Inspiring
January 22, 2019
Answered

Multiple support cases, how can I find the status of my escalation?

  • January 22, 2019
  • 1 reply
  • 2287 views

hmm, i just found this thread by chance and dare to hook up here.
maybe my case is less extreme, but in the essence I made the same experience these days! and i don't know, if I should feel good or bad about not beeing alone !!!

I am from Switzerland and confirm, that adobe is closing tickets as resolved with content saying,TICKETS MAY BE REOPENED. this is the original wording: "Um Ihren Fallverlauf anzuzeigen oder um den Fall erneut zu öffnen, melden Sie sich auf der Seite mit Ihrem Adobe ID-Konto an."

then I took several approaches to reopen my ticket and gave up frustrated and unsuccesful and feeling quite stupid. Later I was told, that in fact it is NOT possible at all !!! NO JOKE!

my first ticket was closed after seven days, because I allegedly did not respond. In fact, I responded 3 times, but the support ticket was suddenly empty without with my replies.

the next ticket's close was partly my mistake, as I replied quite late. but I did reply and the ticket was automatically closed.

now I am on the next ticket. I have replied 48 hours ago. Since then I have the same experience as before. I do not get a reply from adobe, but received already 2 mails, that my feedback is expected and the case would be closed within days !!!

how is this possible Adobe? and how can you justify it?

Um Ihren Fallverlauf   anzuzeigen oder um den Fall erneut zu öffnen, melden Sie sich auf der Seite   mit Ihrem Adobe ID-Konto an. Wenn Sie Probleme bei der Anmeldunghaben, lesen   Sie die FAQs zu Adobe ID und Mitgliedschaft.

This topic has been closed for replies.
Correct answer retop69557053

yes saw a missed call in my callers-list - during the office hours of the support I am usually shooting on clients premises, so unable to take calls.

as written in the afternoon, i have provided my feedback incl. systeminfo and awaiting new instructions now.

thanks for the info-update


good evening

was finally able to install the programs again.

i must say i am relieved after this frustrating odyssey since the end of december.

it might have taken even quite some time longer, without the effort of you.

so thanks very much.

nevertheless from customer point of view i really hope, that adobe adjusts its support efforts and ticket-system

all the best

1 reply

R
retop69557053Author
Inspiring
January 23, 2019

not that I expected a reply, one had to assume that it is hopeless with this company.

R
retop69557053Author
Inspiring
January 23, 2019

phillle1, you can forget about escalating. i just tried to do that - but the adobe support says, it is not possible. So after weeks of automatically closing tickets without feedback, misinformation in eMails ("reopen tickets") and as a professional for weeks without tools on the road ... they tell me, they also offer paid support, would you believe it.
Really, I think people like you and I have only one solution, although they don't care about loosing a few customers.

unbelievable.

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
January 23, 2019

Branching to a new discussion.

Retop69557053, sorry that you are having a difficult time using your Adobe apps and services.  Please be aware you are posting in a public discussion forum for an immediate response you are welcome to contact our chat support team at Contact Customer Care .  If you already have an open support case then you can use the process listed in View Adobe Support cases to update any active support cases.

From your recent public posts, it does seem that you have faced a very frustrating experience.  Can you please post the case numbers for each of your interactions with our support team?

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