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lloyd1981
Inspiring
April 24, 2019
Question

How does anyone get Adobe Customer Care to read email responses?

  • April 24, 2019
  • 1 reply
  • 999 views

Last November, 2018, a tech decided that he would remove an older version of Acrobat Pro, along with a subscription version of Acrobat Pro DC and install Acrobat Pro 2017, apparently since he couldn't solve my then current problem having to do with Acrobat Pro DC's failure to update. Subsequent email to my complaint started in 2019. Adobe Customer Care wanted to hear from me by email. Here is a point some time into the process:

Thank you for following up.

Why the tech way back in November 2017, took the course of removing one of my older, paid, Acrobat Pro versions, and also removed the Acrobat Pro DC that would not update and installed Pro 2017 in its place, is beyond me. Apparently also beyond techs in my subsequent attempts to get an answer. But I took care of by removing another, older version (which auto-reinstalled from a backup volume open at the time -  version 9.5.5), along with a surprise version of Pro DC from 2015 (?-at least the About showed 2015) and the 2017 version and downloading and installing a current version, updated. (2019 – 19.010.20099)

As an extra added feature… While using PS Express on my iPad version 5 mini (also have the last-year 10.5” Pro pad), a notice appeared to supply an email address for download of a link to PS  Beta for iOS. That message disappeared. No link to any of my mail addresses, including the registered address. At home, I went on line for assistance. Another wise and willing tech supplied me with a link for downloading the PS Beta for iOS. Since I have Beta tested programs since an early failure of a  program to build an account database on the Mac in 1985,  I have – well, Beta tested (and Alpha for Firefox as Aurora / Nightly) and currently run Beta versions of Mac and iOS, along with a couple of other programs, I thought it would be great to have PS Beta since none of the other mobile platform Adobe products do what I want with just type alone… but a redirect as not available… not even a real branded 404. The tech, who had stayed online, gave up, as did I.

Lloyd

From: Adobe Customer Care <adobecustomercare@adobe.com>
Date: Wednesday, April 17, 2019 at 10:07 AM
To: "llxxx@xxxxx.com" <llxxx@xxxxx.com>
Subject: Reminder: Your Adobe Customer Care Case Is Still Open CRM:01179000003618

Reminder: We're Waiting to Hear from You

Dear lxxxx,

We noticed your case is still open and we’re waiting for your response.

Your case details are as follows:

  • Case Number: ADB-6736693-B1Y8
  • Issue:  Download/Install

Please reply to this email or log into your Adobe Account to view your open cases and send a reply back. Your case will automatically close in 5 days if we don't hear from you.

We look forward to working with you,

Adobe Customer Care.

Visit Adobe Help Center to find self-help, troubleshooting, and learning resources.

Then:

Reminder: We're Waiting to Hear from You

Dear llxxx,

We noticed your case is still open and we’re waiting for your response.

Your case details are as follows:

  • Case Number:  ADB-6736693-B1Y8
  • Issue:  Download/Install

To which I replied:

Saturday, April 20, 2019 at 7:47 PM

  1. Wow. No one there reads replies? Already sent:

Wednesday, April 17, 2019 at 11:09 AM

From response mail:

Thank you for following up.

Why the tech way back in November 2017, took the course of removing one of my older, paid, Acrobat Pro versions, and also removed the Acrobat Pro DC that would not update and installed Pro 2017 in its place, is beyond me. Apparently also beyond techs in my subsequent attempts to get an answer. But I took care of by removing another, older version (which auto-reinstalled from a backup volume open at the time -  version 9.5.5), along with a surprise version of Pro DC from 2015 (?-at least the About showed 2015) and the 2017 version and downloading and installing a current version, updated. (2019 – 19.010.20099)

As an extra added feature… While using PS Express on my iPad version 5 mini (also have the last-year 10.5” Pro pad), a notice appeared to supply an email address for download of a link to PS  Beta for iOS. That message disappeared. No link to any of my mail addresses, including the registered address. At home, I went on line for assistance. Another wise and willing tech supplied me with a link for downloading the PS Beta for iOS. Since I have Beta tested programs since an early failure of a  program to build an account database on the Mac in 1985,  I have – well, Beta tested (and Alpha for Firefox as Aurora / Nightly) and currently run Beta versions of Mac and iOS, along with a couple of other programs, I thought it would be great to have PS Beta since none of the other mobile platform Adobe products do what I want with just type alone… but a redirect as not available… not even a real branded 404. The tech, who had stayed online, gave up, as did I.

And then today - 4-24-19:

Your Adobe Customer Care Case Will Be Closed

Dear ll,

We’d like to hear from you!

We're always trying to improve and value your feedback.

Take our survey

The survey is available for the next 14 days, so please let us know how we're doing.

Since we haven't heard from you, your case will be closed. If you need additional help, please reach out to us.

Your case details are as follows:

  • Case number: ADB-6736693-B1Y8
  • Issue: How to Download

Contact us any time if you’d like more support or visit Adobe Help Center for self-help, troubleshooting, and learning resources to help you with your Adobe products.

Thanks for working with us,

Adobe Customer Care

WOW.

This topic has been closed for replies.

1 reply

T
Test Screen Name
Legend
April 26, 2019

Well, I read your email. I can't figure out what you would want to happen. You've described what happened and said you gave up. If I read that, I'd close your case.  A tip: if you want a specific action, include that at the top of the message, before all the supporting background. A second tip: if you're actually trying to make a complaint, it isn't likely to work, the system isn't set up for it.

L
lloyd1981Author
Inspiring
April 27, 2019

Apparently you speed-read my post, failing to understand the point. I'll try one more time.

I placed a request for what you see the subject to be.

The Adobe Customer Care repeatedly asked me to REPLY to their email and were awaiting my response. Far more times than I recopied here, I responded as requested, to the address clearly posted: "Please reply to this email ..." It didn't matter that I "replied" as requested, a new mail appeared weeks, or days, later, advising me they had not heard from me. Please let "us know." Repeatedly, I replied as instructed. Failure.

Considering that the tech in November, 2018, decided to do as he wished, and to hell with what was correct, followed by my attempts to go through chat simply to ask why he did what he did and how could I get the real Acrobat Pro DC, for which I have had a subscription for about as long as the program had been in subscription format, and tech after tech on chat stated that "this" was not their department and would transfer me... and after four transfers, I gave up.

One day, maybe before my death, the time will come when one can ask to speak with an American who can understand proper English (American) syntax and can converse in round, complete, sentences. A few companies got the word and you can actually speak with an American if you have a problem. As humorous as it may seem, Comcast is an example of a major company that lets one speak with a real American person.

I finally worked my way through dumping the unwanted Acrobat 2017 and a number of useless files and achieved a clean install of Acrobat Pro DC. And what started this? The inability to access the (missing) "transparent" option for check box outlines/borders, something that should not have required the tech's actions since he could not figure out how to update my already installed and paid program.

Adobe is well known for its refusal to directly offer responses to those who have serious problems with virtually any program, forcing users to painfully work their way through various support channels.

Please let me know if you do not understand the reason for my initial post.

Thanks,

Lloyd Smith

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