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Participant
February 20, 2024
Question

Re: How on earth do I submit a complaint?

  • February 20, 2024
  • 1 reply
  • 300 views

Just posting this here to say that after working in the Creative Cloud for 7 years on a mixture of enterprise/personal premium accounts I have now lost all my assets and have been messed about by the so called customer service team which promised they'd transfer assets, that they'd give me a call back and sent me on an endless loop of useless conversations with agents that seem to make up rules as they go, some being able to escalate to their managers, others claiming it's not possible., ultimately resulting in an absolute wast of time time and energy.

It's a real shame how badly Adobe degraded their quality and care for customers over the years. I for once am ready to start fresh with another company as Adobe has clearly grown too much to actually care about its users. So good riddance, Adobe welcome Canva and Figma.

 

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    1 reply

    Kevin Stohlmeyer
    Community Expert
    Community Expert
    February 23, 2024

    @Catalin3558376026u8 where were your assets stored?

    If these were local files stored in CC File sync (not cloud docs) you've been sent multiple warnings about the EOL of file sync and what to do to prepare. Personal users were affected on 2/1 of this year.

    https://helpx.adobe.com/enterprise/kb/eol-cc-synced-files-for-business-plans.html

    Participant
    February 23, 2024

    They were all in the cloud unfortunately 

    Kevin Stohlmeyer
    Community Expert
    Community Expert
    February 23, 2024

    @Catalin3558376026u8 everything is cloud storage - there are two types though. Cloud documents (like psdc, acrobat online, etc) and then locally stored and synced to the cloud storage.

    Even with sync disabled, you should still be able to access your files via assets.adobe.com and click the Launch More button bottom left to get to synced files.

    If you dont see them, then check Deleted - but be warned it only holds 30 days.

     

    If someone deleted assets 31 days+ they would be gone with no way to recover.