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Jay_Chevako
Jay_Chevako
Participating Frequently
June 15, 2012
Question

Adobe Help Hell

  • June 15, 2012
  • 1 reply
  • 3132 views

I bought and upgrade to Design Premium CS5.5 on May 2 to be able to qualify for the free upgrade to CS6.  I purchased CS5.5 no problems, and even commented on the fact as there can be problems when ordering software from Puerto Rico. I waited for an e-mail for CS6 to arrive, and waited nothing forthcoming so I tried the chat help, went at that for a bit, and they said wait 24-48 hours, so I did nothing came, so I downloaded the trial version, and waited another week, then I tried replying to the order status e-mail thing, no response. I wait another week and called help. Help was very polite apologized for the inconvenience blah blah blah, your case has been escalated to the next level and you should get your order in 24-48 hours.

Waited  3-4 days no response, called back, repeat 4- 5 times meanwhile I'm getting a slew of emails, saying your case has been resolved, your case is open. and we haven't heard back from you your case is about to close. Called today, and got to one fellow, Depak, no last name who seemed to know what he was doing, went so far as to create a new adobe account for me, and then the call gets cut off. While they take your call back number, they never call back, and they will not give you a way to get back into contact with them directly so you are forced to start again. So I call back get someone new, get to a supervisor tell the whole story again, say how my service has been good, except for the no call back. I go on to explain how I have little faith in the wait till Wednesday (they've abandoned the 24-48 hours) and ask emphatically what should I do when I wait till Wednesday and get no reply FOR THE FIFTH TIME, some grumbling and he says hell see what he could do, puts me on hold and bam I get hung up on again, no call back.

Five days left on my trial, and then I'll be forced to go ballistic on some poor customer service rep just to break through the bureaucratic barrier that prevents you from getting in contact with anyone who has the ability to get anything done.

and yes I know this FCA, and has nothing to do with Adobe help, but I'm venting in the best place I know.

Jay

    This topic has been closed for replies.

    1 reply

    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    June 15, 2012

    This MAY be a better place...

    New forum for Download & Install & Setup problems

    http://forums.adobe.com/community/download_install_setup

    Chat http://www.adobe.com/support/download-install/supportinfo/

    Possible email address for feedback adbecare@adobe.com

    Jay_Chevako
    Jay_ChevakoAuthor
    Participating Frequently
    June 26, 2012

    Waited till wedneday, when I got an email telling me to wait 24-48 hours. Saturday my cased got closed again. Tried the chat, and got told to wait 24-48 hours. Called again today. First time I got put on mute, they said hold wasn't working, waited for about 20 minutes and got hung up on. Again they did not call back. Tried again through the return line, threatened to return CS5.5 got informed that my case was in progress and that I should wait 24-48 hours.  If I don't get this by thursday I will return the suite.

    And they want us to trust them with Adobe Cloud?

    They love to tell you that they have kicked this up to a higher level, but that you cannot actually talk to anybody who has the ability to do anything about your case.

    Jay

    mytaxsite
    mytaxsite
    Inspiring
    June 26, 2012

    Jay Chevako wrote:

    Waited till wedneday, when I got an email telling me to wait 24-48 hours. Saturday my cased got closed again. Tried the chat, and got told to wait 24-48 hours. Called again today. First time I got put on mute, they said hold wasn't working, waited for about 20 minutes and got hung up on. Again they did not call back. Tried again through the return line, threatened to return CS5.5 got informed that my case was in progress and that I should wait 24-48 hours.  If I don't get this by thursday I will return the suite.

    And they want us to trust them with Adobe Cloud?

    They love to tell you that they have kicked this up to a higher level, but that you cannot actually talk to anybody who has the ability to do anything about your case.

    Jay

    What exactly is the problem?  You can't get any help if you don't know how to state the problem succinctly and to the point.  Also, we can't help you here because I don't think you are complaining about these forums.

    I suggest state your problem briefly so that somebody can direct you to the correct forum and/or correct Adobe contact.

    Good luck.

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