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richardw3859777
Participant
June 15, 2018
Answered

Re: How to complain about the Adobe tech support?

  • June 15, 2018
  • 3 replies
  • 782 views

Having started out as a raving fan of the brand Adobe, I am wiser but sadder and now have a loathing for all things Adobe.

As a full time (mature) student, it was tremendous news to find I could have a huge discount on an annual Creative Cloud and I readily signed up.

This gave me access to all manner of things and I felt like a child in the toy shop. Then unfortunately I did not upgrade my payment details when a current bank card was no longer within the date for payments and soon after I lost the service.

Someone called from Adobe and we seemed to get the issue sorted and I was to be reinstated with a free month.

Then my troubles began, it would not work, I tried the DIY fixes in line with the website and then upgraded to chat online.

This is the point at which I lost faith in Adobe-- after an hour of not having my questions answered, I was put through to the technical desk and then after 10 minutes they vanished.

I repeated the process and then went through all the labourious questions of the first chat and then got the technical team and they did call me --- Swati and I spoke for hours on end and days on end.

In  this process, Swati declares I cannot do anymore - "it is the broadband you have" she declares I must login at another location and this is not easy as I live and study in a rural area. My next step was to go to the university, the support team say this place has limited access, I go to my office and Adobe support say - you have firewalls in your office and I gave up.

I went to my second home in Sri Lanka and based on the opportunity to try getting Adobe Creative Cloud student and teacher working.

It was three hours in to my being lied to, cut off and going through the same process before I was told your internet connection is at fault.

The agent then deleted all my ADOBE and totally messed up my laptop- he even deleted the factory installed ADOBE and then said restart.

I did as he asked and this is now at 5 hours of online chat and he vanished!

Suffering from malnutrition and thirst! I took a break to find an email that said your issue is closed!

I set in for another two hours last night and this time the blame it all numpties at Customer (no) Support said it is your internet connection-- I did start to get angry and they still never answer my questions.

After ruining my laptop, they then blame Bill Gates and say it is Microsoft 10-- blame blame blame, answer no questions, keep cutting me off and deleting what works and not fixing the problem is all can see as support.

Is anyone having the same issues and what shall I do now to get it fixed?

I used to love ADOBE and now I am passionately hating it-ADOBE AS A BRAND stinks

    This topic has been closed for replies.
    Correct answer Jeffrey_A_Wright

    Thanks for taking the time to let me know about your having the same issues-- I will now go in search of Microsoft Windows 10 Support-- no doubt another gruelling experience but I would delighted if it works and jumping for joy if Adobe was back in my books to as you describe "a fine company"-- let's see and I will report back


    Richard, sorry you continue to face errors.  I believe part of the confusion is you opened support case ADB-2511039-Z8Z6 under your personal e-mail address and not the e-mail address tied to your Creative Cloud membership.

    We were trying to reach you regarding the status of your case under the e-mail address associated with your membership.  I am currently showing both case ADB-2517445-S2B7 and ADB-2511720-J5M9 are awaiting a response.  Please go to http://www.adobe.com/ and update the case.  Information on how you can review your open support cases can be found at View Adobe Support cases .

    3 replies

    M
    Martin_W.
    Participant
    July 27, 2024

    I echo your post. I have been a diehard Adobe user for decades; starting with Illustrator 88! Has been excellent applications for my graphic design business. 
    I spent, well wasted actually, on the line with Adobe tech support last week. Only to be disconnected 3 separate times. One of the tech people recommended unistalling the app and reinstalling. But the tech support (who had control of my Mac) failed to save all my prefs, so lost all my actions, scripts, workspaces, template files. 
    Oh and I told a similar thing by Adobe, that it was an Apple issue, not theirs. So much for accountability on Adobe's part. 
    Unfortunately, Adobe CC is the only viable option for this type of work. Adobe has a 42% market share. Seems customer/tech support is really not a priority for Adobe. If it was, they would create fixes to solve users issues. I think it's sad too.

     

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    July 27, 2024

      @Martin_W. 

     

    is your problem resolved?

     

    and for others, there's more experienced help in the adobe forums when it comes to specific app (as opposed to billing and account) problems.

    P
    Pmcgie
    Participant
    May 28, 2024

    This is the third time I've been hacked by Adobe (India) in the past 8 years. Does anyone know how to contact Adobe in North America? Something needs to be done about the corrupt system over there. 

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      May 28, 2024

      you can write to adobe's corporate headquarters whose address is listed by doing a quick search.

      Jeffrey_A_Wright
      Community Manager
      Jeffrey_A_WrightCommunity Manager
      Community Manager
      June 15, 2018

      Branching to a new discussion and moving the public forum discussion to the Creative Cloud Download & Install forum.

      Richardw3859777, sorry you are facing a frustrating experience utilizing your Creative Cloud student membership.  You mentioned you spoke with a member of our support team.  Do you have a case number from your interaction that I can reference?

      What errors are you currently facing, Richardw3859777?  What version of windows is running on your laptop?

      R
      richardw3859777Author
      Participant
      June 17, 2018

      Hi Jeff

      Case number

      ADB-2511039-Z8Z6 

      Running Windows 10

      Can you help?

      Sent from my iPad

      joanH
      joanH
      Inspiring
      June 17, 2018

      Hi, my sympathies, I suffered the same problem and worked a full day with Windows and Adobe - things were still messed and nobody knew what to do. Adobe Help actually took over my computer and looked at the rolling of my screen and could not believe it was.  Then, I decided to hookup with windows help one last time since it caused me problems with all of my software. I noticed on downloads a new item was listed - an update download for "the vertical rolling of my artboard." I happily downloaded the fix and all things became well and good again. happening. So, if I were you, I would go back to Windows 10 help and look for all new downloads for all kinds of problems. Can't hurt and it can help your pain vanish if you have the patience. PS Please do not give up on Adobe. It is still a fine company.  Best regards, JH

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