Why is Adobe's Customer Service so bad?

I spent 35 minutes on the chat just to have my monthly subscription canceled. Why I was on the chat? The online system didn´t work, no codes sent. 35 minutes - transfered from one guy to another. Why, I asked? He only did billing. I had to go through 4 service people. I had to answer 2-3 times whether I wanted a good offer. I had to answer as many times why I wanted my subscription canceled. Finally - after more than half an hour I was heard. This is so, so bad. And it´s not the first time. Every time I need some help - waiting, stupid questions, not reading the answer, redirecting som a "spesialist". That´s the only fun thing.

I'm about to blow a vien in my forehead. All. I. Want. To. Do. Is place a tax-exempt order. I swear, as soon as someone has competitive software available, I'm ditching every Adobe install on every computer in my organization.

Sorry to Necropost but the subject was bang on how I feel and felt like a rant.

I think the simple answer is - what are you going to do, stop using Adobe, it's like saying why does Microsoft suck so bad, going to buy an Apple?

Just spent an hour with a Chat rep because Adobe auto-renewed a subscription that was set to expire (and sent me emails telling me I would need to take action to prevent it from expiring - appearently not.)

Well, they are gracious enough to cancel it for me (again, email said it was going to cancel itself,) but they are completely unable offer any refunds.

After an hour, I was really getting sick of get canned messages like "Please stay online for 2 to 3 minutes while I check this information for you." that would just pop-up in the middle of a conversation.  It was funny, I didn't respond to one of these and the rep came back with "Are you still there?"

Are we expected to reply to every "Please hold?"  Was the rep going to drop the connection if I had moved on to real work for a couple of minutes?

Eventually, the rep conceeded that a refund actually was possible - then changed their mind again.

In the end, I just quit trying - if Adobe really needs $30 that badly they can have it!

Adobe Chat Support.. This is definitly the WORST experience ever. They ask you like 20 questions, make you wait an entire hour, then tell you: "sorry, we're not trained on this... You need to talk to technical support tomorrow."

This happened to me EVERY SINGLE TIME I try chatting with them. ANNOYING.

I am not sure what these folks are getting paid for...

I want to put on record my superlative experience - which concluded literally last evening - of Adobe customer service. Be assured that I have nothing remotely to do with Adobe, and have bought just one product from them, almost 3 years ago.

Late in 2012 that product, Adobe Elements, started to display the message 'Licensing for this product has stopped working', along with the standard recommendation to visit the support site. I did so, and worked through the procedures specified there, none of which worked. (I run a 5-year-old Mac and had never upgraded the OS beyond 10.5.8 (Leopard).

I then contacted support through the Chat facility on the support portal. I got rapid responses there, but when the fixes they recommended also didn't work, the support response escalated into communication by email and, finally, direct phone calls to me, during the last couple of which both of the two Delhi-based support staff people who got involved with my case took control of my machine with my consent and patiently worked through a series of procedures until finally, last night, I once again had a working copy of Adobe Elements, running on my obsolete OS. This motivated me to Google 'Comments on Adobe customer service', where I stumbled on the post I'm now replying to.

I have never experienced from any other software vendor or indeed IT provider of any kind, this level of customer service. If enjoying its benefits constitutes 'drinking the Kool-aid', then all I can say is that it's good stuff! I am now a convinced fan of Adobe and of its Indian support people.

Tom Weymes, Dublin, Ireland.

Good question! The support is as bad as Apple's- you might get adequate support for minor issues like "have you tried turning it on and off" if you pay them extra. This means the company doesn't take reapontibility for their own products- much like Apple.

I'm not allowed a call back from support

Chat won't activate (just opens a window with bold text saying "you know it would be easier if you just call us, I mean, it's only a 30 min wait and the price is just

1 USD/min, that we collect for our christmas bonuses, so..." ) and if i leave the window open for the whole day, nothing happens.

I can't e- mail because there's no e-mail address and I can't open a case on my own product...

So I'm seriously considering unregistering my product.

Good question.  I can't find an answer to a simple registration question. I only find, "contact support".  The chat doesn't work. This forum is like a zoo.  My Gosh, I can't even locate answers to find my animal. They want $39.00 per phone call to be able to tell me how to get the product I purchased to continue working on another operating system. I'm disgusted, and frustrated because I was improving my skills and was thinking of upgrading.