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J
jay fresno
Inspiring
September 18, 2019
Answered

Beware of Adobe customer support

  • September 18, 2019
  • 3 replies
  • 981 views

 The Adobe CC Desktop App was not working on my computer. I tried repair, uninstall, reinstall, reboot. Nothing worked. So I made the mistke of contacting customer support via a chat session. The support agent spent 4 hours trying to make the app work correctly. I noticed that she was doing some of the same steps over and over again. Finally, she gave up and said she would call back in a couple of days. My last question to her before logging off of the session was -- did you put everything back in place so that my computer will function correctly? She replied -- yes. When I tried to use my computer I found that was not the case. All of my Adobe applications were gone and I was not able to reinstall them. She never called back as she had falsely promised. I now have an IT person trying to fix the damage that the Adobe support person caused and it is taking days. 

I post this as a warning to help others. Maybe Adobe support will work for you, but beware of the consequences if it doesn't.

      This topic has been closed for replies.
      Correct answer davescm

      Hi Jay
      That does not sound a good experience at all 😞

      You might want to try running the Adobe Creative Cloud  cleaner tool after any uninstall, or in this case make your IT guy aware of it. It is designed to remove the elements a standard uninstall can leave behind, leaving things clean for a fresh install.
      https://helpx.adobe.com/uk/creative-cloud/kb/cc-cleaner-tool-installation-problems.html
      Dave

      3 replies

      W
      waynew45115904
      Participant
      November 20, 2019

      When will the executives at Adobe care about the anger customers feel about their Customer service. Two bad experiences in 2 weeks. I'm going to make a real effort to learn Pages for my newsletter. I've used Adobe InDesign/Pagemaker since 1990. I want to be done. This firm treats users like they barely matter. Providing offshore customer care that is very poorly trained and poorly supervised and insulating their American offices from phone calls. ENOUGH!

      M
      matthewn43692242
      Inspiring
      September 18, 2019

      I definitely need to try this cleaner tool. remnants of old versions are making life suck right now.

      davescm
      Community Expert
      davescmCommunity ExpertCorrect answer
      Community Expert
      September 18, 2019

      Hi Jay
      That does not sound a good experience at all 😞

      You might want to try running the Adobe Creative Cloud  cleaner tool after any uninstall, or in this case make your IT guy aware of it. It is designed to remove the elements a standard uninstall can leave behind, leaving things clean for a fresh install.
      https://helpx.adobe.com/uk/creative-cloud/kb/cc-cleaner-tool-installation-problems.html
      Dave

        J
        jay fresnoAuthor
        Inspiring
        November 20, 2019

        Dave made an excellent suggestion. However, in my case, in order to fix the damage done by Adobe support, I had to install a backup. My recommendation would be that if you have an issue, try all possibilities before contacting Adobe support. This forum is an excellent place for assistance.

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