Participant

Question

Long Wait Times for Support on Customer Care

Forum|Forum|5 years ago
April 16, 2020
3 replies
686 views

I experienced real difficulty establishing any support today. If they are having difficulty, why not schedule appointments instead of hours on hold and poor response. Many of us have paid for years for the subscription. I don't think it is necessary to keep people on hold. I kept working on other stuff today after I was dropped by text support I held the line for a voice for over 2 hours. Needles customer aggro.

Crash or freeze

O

one_eleven

Participant

I don't know why it takes so long for online agents to respond to my message. I really have no time to wait for such a long and slow conversation. They have to resolve it.

Derek Cross

Community Expert

By @one_eleven

This is a five year old thread. I suggest you start a new thread and give details of your Photoshop version and OS and describe the issue you're having.

I don't know why it takes so long for online agents to respond to my message. I really have no time to wait for such a long and slow conversation. They have to resolv

By @one_eleven

By @one_eleven

Derek Cross

Community Expert

Why don't you state your Photoshop version and OS and what the issue is and maybe we can take this matter forward?

D

Darcey5C36

Participant

I'm trying to download the newest version I just paid for. It keeps sending me in a loop. It says they sent me to a loop and it goes to gmail with no download just an email for me to put in an email address. I put mine in and go to email and there it is. An email from me. I open it and it has a link. I click on it and it sends me right back to gmail to put in an address. Just a loop.

jane-e

Community Expert

Did you purchase from Adobe's website? If so, start by downloading the Creative Cloud desktop app, then install Photoshop through the app interface.

https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

If that doesn't work, share a screen shot of the email (after redacting sensitive information).

~ Jane

jane-e

Community Expert

Hi

We are volunteers on this forum. If you are having an issue with software, please start a new thread and include your version and OS. If your issue is with billing, you need to contact Adobe Customer Care:
https://helpx.adobe.com/contact.html
Click the chat icon in the lower right and type "agent" if you need to talk to a human.

We have been told that most of the support staff is working from home. Some have slower connections and others have no internet. As with all businesses during the pandemic, the response time is slower now.

Do not respond to PMs, though. Scammers tend to frequent forums.

~ Jane

charlieu80729706Author

Participant

I went through the correct channels. I connected with an agent through chat. He disappeared and after I had not heard for twenty minutes, I called the phone number and was placed on hold for two hours even though the wait was listed as twenty minutes. I appreciate that you are a volunteer but many of us have paid the subscription faithfully in my case for about ten years with few problems. But we are working from home too and if our livelihood relies on these applications, paid staff and Adobe have a responsibility to reply in a reasonable time.

charlieu80729706Author

Participant

I was dropped by the chat yesterday regarding a series of crashes from upgrades from the Creative Cloud. I called the support number after waiting for another response and just for the record, held for 2 hours and 19 minutes before disconnecting.

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded