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tiffanyc3238940
Participant
December 14, 2022
Question

The worst customer service I've ever experienced

  • December 14, 2022
  • 1 reply
  • 1128 views

I was a faithful loyal customer, and your customer service people went out of their way to ensure that I didn't get help and my subscription was cancelled. I am baffled. I accidentally cancelled and the person insisted I couldn't undo it without paying twice as much a month. Customer retention should matter more than making a couple of dollars. Thankfully there are actual Adobe alternatives now that are decent. Disappointed that you train your customer service people to act like complete idiots. 

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1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
December 14, 2022

these are user to user forums.  i've been active in the adobe forums long enough (20+years) to know your support experience will vary depending on the agent you get.

 

while it's not great that you can get a bad/unhelpful agent (and certainly doesn't negate your point about training), there's no reason to accept that agent's actions as final.  ie, contact another agent.  you may find your experience and the results are different.

 

there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies, and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

 

 

T
tiffanyc3238940Author
Participant
December 14, 2022

I have contacted them in various ways about four times and got the exact same customer service each time. This is an organizational issue, and if it is not fixed, it is going to take Adobe down. I don't understand why businesses think all of the sudden they can treat their paying customers like garbage, but I am taking it. 

kglad
Community Expert
kgladCommunity Expert
Community Expert
December 14, 2022

ok.

 

if you have the time (and keeping in mind the chances i'm going to suggest anything useful have dwindled with 4 agents giving you the same info), can you explain the issue in more detail? 

 

for example, were you in the first year of a subscription (at, of course, the introductory price), when you accidently cancelled and now you can no longer get that introductory price?

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