A

Anonymous

Question

Adobe Has HORRIBLE customer support

Forum|Forum|14 years ago
March 5, 2012
4 replies
5497 views

I'm a High School Art Teacher. I teach Photoshop, Illustrator, After Effects and Premier Pro. A year ago, my family decided that I needed to upgrade from a PC to a Mac. Unfortunatley, I was in no position to buy all new software - even with the educational discount. I've been living off whatever I can get done during my free periods in school. But recently, I needed to develop some photos for my Drawing and Painting class ( for self-portraits - needed to work with the contrast, so I payed out of pocket for the month subscription. I didn't realize that it was an auto-renewal until I got charged again ($60 ) for the month of March. I never selected auto renewal....it is evidently selected automatically for you - go figure. Of course I raced to unsubscribe, but ....no refund. I'm stuck paying $120 now for a job that took me 4 days. When I called for help, I waited a half of an hour for a call back, only to be accidently cut off on their end, and no one called me back. I'm sorry, but the chats are absolutely worthless. I needed some help with the original download as well - no help at all!!!! I mean, I imagine 14 year-olds on the other end . I came from a family that owns a sizeable graphic design company and uses Adobe products - Adobe has been the power house for a long time. But lousy customer service? I expected more. Hey folks, I sell your products every day to my students. I tell them you're the industry standard and they should be getting used to it now. I send them off to some of the best design schools in the North East. I don't know if I'll recommend it so highly in the future.

This topic has been closed for replies.

A

Anonymous

I must agree that Adobe support lacks any support as well as good Customer Service. I just finished with a live chat with Customer Support. I was given links to follow to go to a Public Forum for help. I was not able to find what I needed with the links so when the CS person asked if I needed anything else, I typed that I needed help. Eventually, I flat asked if he/she was refusing to help and the answer was "yes". I saved a copy of the conversation to send to Adobe with a complaint regarding this, but can't even find a way to file a complaint. I guess if you make it impossible to file a complaint then Adobe can pretend there are no problems.

pwillener

Legend

If you tell us what product you need help with, someone can guide you to the right forum. Very often the forum users can provide more help with technical problems than Adobe customer support.

the_wine_snob

Inspiring

Pat,

I second your suggestion. Over the years, I have found that so long as one is not needing direct assistance on installation issues (many can be fixed easily in the forum), or something to do with S/N's, licensing or Activation, the forum folk are usually more helpful, and quicker.

Many of the T/S folk might know (or have a script) Adobe software in general, but if you need help with, say Premiere Pro, then the forum folk, actually use, and know the program. I have seen few problems, where the OP followed the suggestions 100%, that could not be resolved by the product forum.

Good luck to Frustrated,

Hunt

Jeffrey_A_Wright

Community Manager

C2T2 I apologize for the difficulties you have experienced with your use of the subscription edition. We currently only offer monthly and annual subscription plans. If you or anyone else would like to cancel your subscription prior to the next billing period you can do so by accessing the My Adobe feature of our website - https://www.adobe.com/account.html. Once you are logged in you will want to select My Subscriptions and Services to manage your subscription.

In regards to processing your request for a refund you will need to work with our support team. For the best assistance, I recommend our chat support at http://adobe.ly/yxj0t6. Our chat representatives can provide a personalized experience to resolve the issue you have described.

Noel Carboni

Legend

I've seen some really STUPID posts in my time, and usually I hold my tongue, but Philipp, yours merits special mention.

It should be deleted forthwith as an egregious violation of the rules (both being SPAM and promoting illegal activity). Moderator, while you're deleting that one, kill mine too please.

-Noel

Claudio González

Legend

Just in case: Noel, you were not answering Phillip here, but someone whose name begins with "rakete..." and whose message was deleted (but yours hasn't).

Phillip M Jones

Inspiring

Thanks Claudio. No that was not me than gave that comment. He signed his post with Philipp. I've never spelled my name in that way in the almost 63 I've been living.

I would never recommend someone to do an illegal activity. Despite my thinking software in general, cost too much and not supported enough. I still bite the bullet and purchase what I need.

mytaxsite

Inspiring

I can't comment about your specific problem because I know nothing about it but in future if you want to use Adobe products for a short period (defined as less than or equal to 30 days) then you should consider downloading a trial version. The trial version software is a full version that does everything a product is supposed to do. I hope you can pass this tip to your students who may want to work from home to do their homework and coursework.

Hope this helps.

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