Frustrations with Adobe Support: Lack of Ticket Elevation and Poor Documentation

Question

Hello Adobe Community,

I am reaching out to express my frustration with the Adobe support system. Despite being a company worth billions, there seems to be no effective way to elevate tickets for persistent issues. I have had an open ticket for months that repeatedly gets marked as resolved on the Adobe portal, even though the problem remains unfixed.

The support technicians do not document the tickets properly. Each time I start a chat, they have to pull up my ticket information anew, and they never seem to be aware of my ongoing issue. Over approximately 8 hours, multiple Adobe technicians have accessed my computer, only to repeatedly try the same troubleshooting steps, ultimately leaving the remote session without any communication when they give up.

One technician even sent a restart command to my machine out of frustration when I informed him that the steps he was following had already been attempted. This behavior is unacceptable and unprofessional.

Is there a way to escalate a ticket to someone with actual IT skills who is not just reading off a script? How can Adobe get away with such poor customer support practices?

My actual issue is in the Printer Properties of Adobes PDF Converter the pop up screen in printer properties has the window cut off and users are only able to select the predifined sizes. They do not have access to the edit button to select a custom size. Picture of the issue attached.

Any advice or help would be greatly appreciated.

S_S · Answer

Hi Mark @Mark27048698lwyd,

Hope you are doing well. Sorry for your experience with Acrobat and our support team.

I went through all the conversations and steps that were performed. However, I doubt an issue with the graphics card driver is causing this.

Would you mind trying the steps shared below:

1. From the start menu-> search for "Device Manager;"

2. Once in Device Manager, select the dropdown arrow to the left of "Display adapters;"

3. On the list of drivers that show up, right-click on the primary display driver;

4. Click "Update driver;"

5. In the next window, click "Browse my computer for drivers;"

6. Then click "Let me pick from a list of available drivers on my computer;"

7. In the next window, select "Microsoft Basic Display Adapters;"

8. Click Next.

Once done, restart your system, launch Acrobat, and check again.

If it works, it means that your graphic card drivers got corrupted somehow, and they might need a fresh install.

If not, share suitable data, a time zone, and your preferred time, and I'll escalate the case to the team and arrange a callback for you.

-Souvik

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