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Kenneth35406327qgkx
Participant
February 12, 2024
Question

The worst customer service I've ever had

  • February 12, 2024
  • 1 reply
  • 606 views

I'll include step by step screenshots of the chat session I had with the most unhelpful and useless customer service team I've ever had, and I've had to deal with CenturyLink support before:

 

Is this indicative of what Customer Service for Adobe is usually like?  I'm seeing posts on the forums all about this, and I'm wondering if I just need to ask here or through social media to get a problem solved, since both times I've contacted Adobe Support they've been incredibly unhelpful.

 [Moderator moved the thread to the correct forum]

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    1 reply

    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    February 27, 2024

    Hi @Kenneth35406327qgkx,

    Except that the agent left the conversation quite appruptly which may also be communication issues, I think that the customer service was quite good. You are asking for support for an account where you do not provide the credentials and you are not proving any proof that you are entitled to the access.. 

     

    You should try to reactivate the e-mails of the people and attack the issue from there. I would absolutely be horrified if any clown (not to take personally) coming along could get access to my company's account, just by claiming some knowledge of my company.

     

    BTW: you posted in the stock forum. Except if your quest is with Adobe stock, you posted in the wong forum. There is no indication, that your issue is with stock.

     

    I can move your post to the forum you think that your issue belongs.

     

    (and before you blame Adobe: I do not work for Adobe. Adobe would have answered differently.)

    ABAMBO | Hard- and Software Engineer | Photographer
    K
    Kenneth35406327qgkxAuthor
    Participant
    February 27, 2024

    Yeah Adobe wouldn’t have answered at all.

     

    I only posted in the wrong forum because it’s impossible to navigate around the site in general and the design is completely antithetical to getting help or any information whatsoever.

     

    To answer your concern, yes I understand wanting to qualify making sure someone has access to the account legitimately is a concern.  However, there was no attempt to do this by any of the reps I spoke to, in fact they completely ignored that this was the request I was making.  All they wanted to do was to pass me on to someone else as soon as they had the slightest indication that they could get me off the radar.

     

    If you think the customer service was “quite good” that says more about the baseline you set for what I only loosely call “service”, and how much trust anyone can give to yet another of their few venues for actual help.

    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    February 28, 2024
    quote

    Yeah Adobe wouldn’t have answered at all.


    By @Kenneth35406327qgkx

    No, they would have answered in a less harsh way.

    quote

    I only posted in the wrong forum because it’s impossible to navigate around the site in general and the design is completely antithetical to getting help or any information whatsoever.


    By @Kenneth35406327qgkx

    You did not answer my question, which may be one of your troubles. If I read the message correctly, your question is about a Teams or an Enterprise subscription. I will move your request there.

    quote

    To answer your concern, yes I understand wanting to qualify making sure someone has access to the account legitimately is a concern.  However, there was no attempt to do this by any of the reps I spoke to, in fact they completely ignored that this was the request I was making.  All they wanted to do was to pass me on to someone else as soon as they had the slightest indication that they could get me off the radar.


    By @Kenneth35406327qgkx

    I think you do the customer service wrong. I have read your transcript now on my desktop. (Did you know that you can ask for a transcript? That would have spared me to through your graphics, which gets tiny on my iPad.)

     

    So, you have a Teams or Enterprise subscription, which has been bought through a reseller. Your reseller needs to tell you the “contract owner”. That person needs to log in to the admin console and has to add you as an administrator. If that person is no more with your company, reactivate their e-mail and ask for a password reset for that account. The second agent also suggested that the reseller could be able to reassign a new contract owner.

     

    If that does not work, you could always reactivate the second person's e-mail, resetting the password and try to log in. That would provide you with access to the admin console as administrator. Create your ID as an admin. From there, you will have to contact Adobe again and ask for a transfer of the contract owner to your account.

     

    Change the primary admin of your Teams account

    ABAMBO | Hard- and Software Engineer | Photographer
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