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fiddle-de-dee
Participating Frequently
October 15, 2019
Question

No support from Adobe

  • October 15, 2019
  • 5 replies
  • 553 views

Dear sirs,

 

I'd like to make a complaint but I can't find any way for it.

 

I am totally dissatisfied with Adobe support.

 

Our designer suggested that I install Adobe products to easiar share his work. I was wrong to agree.

 

During installation I get the error about unaccessibility of Adobe Servers.

 

To save your time I fulfilled all recommendation before going to support.

 

I don't want to describe the problem, as I have already described it from the scratch to three different persons. Enough to say, the third question about Windows version contradicted the message from one of your support engineers that we can start at the point where we had finished.

 

Your support engineers asked me to repeat certain actions in a cycle. Looks like the whole system of support is aimed at getting the answer, that support is not needed. This is achieved by means of constant consuming customer time with reciprocal robot like suggestions.

 

I'd like to stress irrespectful manner in which engineer pointed at my somewhat rigid reaction (for which I am sorry) to the third question about Windows version. Provocation is a common thing, but don't think it makes our world better. If support team gets pleasure in provocating certain behaviour, than most people don't.

 

Finally I asked to arrange me a call. But the call can not be planned for certain time, even for a period of time (say, from 13-00 to 14-00). I guess we are expected to sit before computer and wait for the call. Unfortunatley when the call came, I was not in front of my computer, so I asked you employee to postpone call to certain time. Support engineer agreed. But never called.

 

I worked with Adobe products profesionally from 1996 to 2000 and was fully satisfied with the community, with the support and with the magnificent products.

 

Now I am an IT specialist and I know, what it is to test server accessibility. Moreover I found the list of adobe hosts and ports on your site and successfully aсcessed them (probably your installation uses other hosts, but who knows, no logs available). I'm sure, the problem is with my notebook. But I'm also sure that you did nothing to spot them.

 

Finally I first wrote this letter in a response to Adobe support e-mail. And got an answer that it was automated e-mail account. But this information was absent in the first letter to which I replied.

 

What we have:
1. Adobe system of support lies (as with the case with starting point). I don't attribute this lie to certain people, because the problem looks like systematic.
2. Irrespectful manner. Once again, it is a common thing and there was certain disrespect from my side, for which I am sorry, but still it is not a good thing.
3. Your support engineers don't fullfill their commitments (as with the case of voice call).
4. The technical level of solving rather trivial prolblems is quite low
5. The information on site is specifically aimed at preventing from reaching any support other than knowledge base.

 

I can't consider this as concidenсe, but rather as deliberate no support.

 

I'm sure that Adobe products are of high quality, but in this case I kindly ask you to return the money. And I will be happy if this message helps to make Adobe support better.

    This topic has been closed for replies.

    5 replies

    Jeffrey_A_Wright
    Community Manager
    Jeffrey_A_WrightCommunity Manager
    Community Manager
    October 16, 2019

    As a path forward Fiddle-de-dee, I would recommend bookmarking https://helpx.adobe.com/enterprise/kb/network-endpoints.html and work with your local Internet Service Provider to verify that you are being allowed unrestricted access to the servers.

     

    Alternately, if it is allowed, you may want to look at using a Virtual Private Network that is located in a country that does not face restricted Internet access.  Please be careful if you do take this route.  When using a VPN, you are exposing your computer to that network and any private information that you may transmit.  Many of the free ones often are used for data collection.  I would recommend that you look for a reputable paid VPN service if you decide to take this route.

     

    You are also welcome to start a new support case at https://helpx.adobe.com/contact.html, Fiddle-de-dee, so that we are aware of any restrictions which may be placed on AWS or Azure servers, but ultimately if those servers are blocked, then you will face difficulty accessing the applications and services included with your membership.

    F
    fiddle-de-deeAuthor
    Participating Frequently
    October 25, 2019

    Thank you for your answer. As I've already mentioned, that is not a great problem to find out for sure, whether the problem occurs due to ip blocking. If Adobe went cloud, it has (probably, should have) all necessary competencies. Instead you say "Or there are some internet problems in Russia, solve them first". You imposed VAT on my purchase, Russian VAT, to be sure. If you work with Russia in this aspect, why don't you do it in all other? It least warn before purchase, if this is reoccuring problem in Russia.

     

    Anyway, if you would like to solve the problem I am ready to cooperate and put into it all necessary time. But for now it is either pure wasting of time (on both sides, since Adobe wastes its resources on operations with no possible outcome) or trying to pursuade me, that problem is on my side (that is also wasting time). So, I guess, this branch should be closed. 

    Jeffrey_A_Wright
    Community Manager
    Jeffrey_A_WrightCommunity Manager
    Community Manager
    October 15, 2019

    Fiddle-de-dee, I am sorry that you faced a frustrating experience when using Adobe CC applications on your work computer.  You mentioned that you have been in touch with our support team.  Can you please update this public forum discussion with the case number from these interactions an I will be happy to review them.

     

    You can find information on how to locate and update your recent support cases at https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html.

    F
    fiddle-de-deeAuthor
    Participating Frequently
    October 16, 2019
    Thank you for your concern. The case number is ADB-9193801-K9F2
    Jeffrey_A_Wright
    Community Manager
    Jeffrey_A_WrightCommunity Manager
    Community Manager
    October 16, 2019
    Thank you for the update, Fiddle-de-dee! I reviewed your support case and it was closed on October 2nd, 2019 after we attempted to contact you. I also am showing that you are located in Russia. My apologies for the difficulties you have faced accessing our services. I know this has been a reoccurring problem due to a large number of servers being blocked within Russia. We use both Amazon Web Services and Azure and if either are blocked then it could lead to an inability to activate your membership or utilize the services included with your membership.
    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    October 15, 2019

    I just read & re-read this 2 more times and still have no clue what it's about.  No mention of product, OS, or problem.    This is not Adobe support.  It's a public user-to-user forum.  And fellow product users can't give out refunds.   You must contact Adobe Customer Care again.  And this time, don't get into a dialog with the artificial intelligence chat bot.  Type AGENT followed by the Enter key.  Wait for a human to join the session.

     

    Nancy O'Shea— Product User & Community Expert
    F
    fiddle-de-deeAuthor
    Participating Frequently
    October 15, 2019
    Sorry, Nancy, but I communicated to real people. A support engineer even connected to my desktop. This community forum is my final desperate attempt to reach someone in Adobe who cares.
      Peru Bob
      Community Expert
      Peru BobCommunity Expert
      Community Expert
      October 15, 2019

      I moved this from the forum for help using the forum to the Getting Started forum.

      I'm going to try to get an Adobe employee to come here and help you.

      assause
      Community Expert
      assauseCommunity Expert
      Community Expert
      October 15, 2019

      There is no description of which application or version.
      No one will be able to agree with you if you want to see the problem but do not clarify the situation.

      F
      fiddle-de-deeAuthor
      Participating Frequently
      October 15, 2019
      Sorry. This message is aimed at Adobe support team, that has full access to my communication through Adobe messanger. Adobe just prevents users from making complaints, so I decided to use the community forum.
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