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sebastiantouma7890
Participant
March 9, 2020
Question

Ineffective ADOBE customer care service

  • March 9, 2020
  • 2 replies
  • 269 views

I have been trying for almost a week to solve an issue.

Now it's not only the issue I want to solve but the lack of care of Adobe's "customer care"service.

I've been chatting with more than 7 agents through almost 8 days and have not been able to solve the issue or comunicate properly with anyone. They take like 1 hour to answer and when they do they ALWAYS ask what my problem is. I don't know what case numbers are for if not to keep a register of the issues customers have. I have been saying to these people that I will cancel my account if there is no one that can help me and have not get any answer what so ever. I am feeling very frustrated since I've been a paying customer for more than 5 YEARS! this is unfair and I feel disgusted with adobe. Premiere pro is now turning into a no go for me and I'm considering switching editing software for good. If my money is no good here then it eill be somewhere else.

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    2 replies

    R Neil Haugen
    R Neil Haugen
    Legend
    March 9, 2020

    David and I ... like all the other "ACP" 's around here, and most others ... are volunteers. Between all of us we have a ton of both breadth and depth on things from troubleshooting to accomplishing most any task. We're not engineers though, and we aren't capable of divining issues without asking questions or getting a lot of data provided by someone needing help.

     

    Adobe's generalist phone/chat 'help' system is near legendary ... sadly. As product support manager Kevin Monahan always suggests, if you do go to their official Help system, as soon as you get a live body either chat or phone, ask for the "video que". Then at least the people helping you are not generalists across all projects, but across the video apps. You get much better assistance there, and ... why the generalists don't automatically refer people there ... I don't understand.

     

    So ... as David said ... give us the details and maybe we can get you going again.

     

    Neil

     

    Everyone's mileage always varies ...
      D
      David Arbor
      Inspiring
      March 9, 2020

      This is a user-to-user forum, and while I'm sorry to hear about your troubles with customer service, this is an alternate route.

       

      What is the exact problem you're having with Premiere? Please provide as much information as you can. This link is a great reference for what info helps us diagnose your issue: https://community.adobe.com/t5/premiere-pro/how-to-ask-for-help/m-p/8404224?page=1

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