Participating Frequently

Question

Horrible customer service.

Forum|Forum|5 years ago
March 2, 2021
3 replies
1689 views

Hi.

Anyone out there know how a phone number or email for a real person at Adobe USA corporate who can help deal with customer service problems. In the last three weeks four out five promised calls from upper level customer support agents never happened. I'm getting really tired of the empty promises and buggy software.

Thanks.

This topic has been closed for replies.

U

UserIndia93

Participant

I just faced this with their customer support in india as well! i was trying to do a payment and it didnt have my prefered option, they just ended chat LOL

c.pfaffenbichler

Community Expert

Payment and licenses are not something anyone here could help you with; so if you wanted further assistance I am afraid you would have to try customer care again.

https://helpx.adobe.com/contact.html

If you just wanted to mention a dissatisfying experience then you are certainly not alone, but (aside from Feature Requests (Idea) and Bug Reports that register at Adobe) this is essentially a user Forum,.

Peru Bob

Community Expert

Adobe Corporate headquarters

345 Park Avenue
San Jose, CA 95110-2704

Tel: 408-536-6000
Fax: 408-537-6000

L

Leon WerdingerAuthor

Participating Frequently

Thanks. Unfortunately that number no longer works without having a specific employee name. In other words, there doesn't seem to be a way to reach a live person who can route the call to the appropriate department. Do you happen to know of someone specific in the customer service dept. or the CEO's office?

L

Leon WerdingerAuthor

Participating Frequently

We are volunteer users on this forum. Contact Adobe Customer Care: https://helpx.adobe.com/contact.html
Click the chat icon in the lower right and type "agent" to get a human and not a bot.

Be sure to ask for the agent's name at the start of the call and ask for a case number.

How did you contact Adobe previously? I'm asking because scammers lurk on this site as they do on all forums, plus you might reach fake websites with Google. (Do not respond to scammers who may PM you.)

If it's an issue with the software that we can help with, then start a new thread and we'll try to help.

~ Jane

Thanks Jane,

I've contacted Adobe support both via phone (800-833-6687) and via chat. Even this morning, on a chat with an agent was promised yet another call that never materialized.

My case has been escalated to a senior agent for two weeks now. It was the senior agents that have not returned promised calls more than the regular reps.

My issues are/were:

1. PS froze up every few minutes (usually when navigating through an image at 100% using the hand tool).

2. PS crashed every half hour or so.

3. The batch process window would stay open even after the batch process was completed. (The only way to get rid of the batch process window is to quit PS.)

4. Saving 70MB images takes from 3 to 20 seconds. (It used to take less than a second.)

5. In ACR, using the bracket keys to adjust the size of the spot healing tool only worked sporadically.

I did talk with customer support many times on these issues. Often they'd reset the preferences and/or adjust the performance specs.. Unfortunately the problems kept recurring. Then I saw postings on the Adobe community forum where others have also found PS 2021 very buggy and suggested going back to PS 2020. (None of the customer support agents mentioned that as an possible solution.) So I did go back to PS 2020 and now am having no issues with the worst problems (1 & 2 on list above). Problems 3 & 4 persist, and not sure if problem 5 remains.

I'd say my top issue right now is solving the problem with Adobe customer service, as I can't afford to stay home waiting for the promised calls that don't come and I've lost trust in any of the promises that the agents make. I'd also like to go back to PS 2021, as I find the Sky Selection feature very useful, but at this point it's not worth the freezes and crashes. (BTW - I'm on a 2014 MacBook Pro running OS10.15.7)

Thanks again!

JJMack

Community Expert

Adobe Customer service is good. Adobe handles User account and installation issues well. Adobe Programs support historically is poor some bugs are never fixes and major bugs are fixed usually within five months. To use Photoshop you need to be able to work around bugs and have more than one version of Photoshop installed the help you work around current new bugs. Adobe needs to improve their software development processes their current development process releases too many bugs. You can write to Adobe CEO like you can write to the head of any country will the CEO ever see your letter or will it be filtered out. I've been using PS over 20 years. PS is a great Program but all version of Photoshop have bugs. If you want a Bug free Program look elsewhere you do not want Photoshop.

JJMack

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Leon WerdingerAuthor

Participating Frequently

Thanks for your reply. If Adobe tech. support promised to call you back on a certain day between certain hours and they didn't keep their word, over and over again, you might not have such a positive outlook on Adobe customer support.

As a professional photographer I've been using PS for many years, with only a few bugs. In the last half year or so things have changed to where major bugs have become very common.

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