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Morgan Cynic
Morgan Cynic
Inspiring
August 11, 2018
Answered

What's the deal with terrible Adobe customer support?

  • August 11, 2018
  • 3 replies
  • 1650 views

During the past week I've contacted around a dozen different agents regarding problems with Premiere Pro and After Effects. None of the agents have resolved my issue (only one agent gave me a possible solution), one agent left me hanging for 4 minutes after I posed a question (I ended up just closing the chat), and most agents answer my questions with scripted, unhelpful comments (such as "I apologize for the inconvenience. I will try my best to help with this issue.")

Sorry if this sounds like a rant, but I'm fed up with inexperienced and unhelpful Adobe agents who cannot help me answer questions about my software that I paid over $600 for.

Where can I complain to Adobe directly--not to some agent--about their costumer service, and where can I receive better service (meaning, being able to talk to people other than the "agents" I described above)?

This topic has been closed for replies.
Correct answer John T Smith

For the latest Cloud version, ask other users in Community: Premiere Pro CC | Adobe Community

For the CS6 version (you don't say) ask in Premiere Pro CS6 & Earlier

There is no link that I know of that will allow you to speak to "Adobe" only the chat agents

3 replies

S
Sol Hill Studio
Participant
May 18, 2023

I agree wholeheartedly.  Adobe has THE WORST technical support I have ever encountered bar none!  It is so incredibly bad that I avoid calling for support or chatting whenever possible.  When I have to, the support is so bad and the solutions offered either do not work.  Eventually I always figure out the problem faster than the tech support agent.  AND I cannot believe that Adobe always insists on taking over shell control of my computer!  I do not like to give access to control my computer to anyone I do not personally know and trust well.  Adobe should follow Apple's model of allowing screen sharing but not control of the computer... or at least that should be an option.  The other thing that miffs me is that Adobe does not offer any feedback option for their support. You have to choose a product to leave feedback, there is no "general" or "other" category.  

I am not sure I have achieved anything here except to say that your Rant is justified.

kglad
Community Expert
kgladCommunity Expert
Community Expert
May 18, 2023

if anyone here still needs help, what problem are you having?

S
Sol Hill Studio
Participant
May 18, 2023

How do you give feedback on Adobe customer service?

STL-TOR-HQ-IT
STL-TOR-HQ-IT
Participant
February 17, 2021

It is unbelievable the lack of integrity at Adobe and how bad the support is. 

Here's my experience so far. No help at all !!

 

https://community.adobe.com/t5/acrobat/zero-integrity-at-adobe-customer-support-is-terrible/m-p/11838730#M298552

 

John T Smith
Community Expert
John T SmithCommunity ExpertCorrect answer
Community Expert
August 11, 2018

For the latest Cloud version, ask other users in Community: Premiere Pro CC | Adobe Community

For the CS6 version (you don't say) ask in Premiere Pro CS6 & Earlier

There is no link that I know of that will allow you to speak to "Adobe" only the chat agents

joanH
joanH
Inspiring
August 18, 2018

Mat can you help here? JH

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