Question
Chat service complaint and possible legal action
Adobe customer service have been a massive let down.
A few weeks ago, I faced a huge deadline and Photoshop was not running correctly. I was losing time due to the lag and error messages and decided it would save time to have the issue resolved by support.
After being shuffled through countless chat workers, many of whom ended the chat without warning, I finally reached someone who logged in to do some tech support. This person spent hours on my machine, creating a guest account and removing all my Adobe software. It was at this point that we got disconnected and I had to start all over again with the chat service, while having a completly non-functional computer and still losing critical hours of work time.
The following day I finally reached a supervisor. This person again logged into my computer, this time contacting me by phone. They spent half my work day fiddling around with my system, unable to resolve the problem. Eventually I was told the issue would be escalated to a technician, who would be in contact within 48 hours. Having stated the urgency of the deadline, I was to be left for a further two days without a working system, by which time a citical deadline would be missed.
I waited and waited. It's now been weeks. I had to resolve the issue on my own time and was under immense pressure due to lost work time. I needed to have someone completely reinstall my whole system due to the mess they left behind and still to date have not had their promised call back.
I wrote in to their chat service to complain about this and calculated the cost of lost work time - over 20 hours and counting. They also put my whole system at massive risk with needing to do a full reinstall, it was lucky I had Time Machine. After spending more hours on their chat, they credited my account to the value of $29.88AUD, which doesn't even begin to cover the loss of income. I again contacted them for more reasonable compensation, was again told I'd get a call back and again haven't. I'm considering legal action for lost income and the stress of it all.
Can anyone advise or has anyone gone through a similar process?
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