Adobe Service

You can leave your contact information, customer ID or case number here. They might get back to you. I think they have lots of callers that's why that happened. Sometimes, you don't have to wait long for them to answer. Cheers!

Excellent Adobe experience

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Message was edited by: adobe-admin

Adobe "Service" is now apparently Adobe "Lack of Service." I have used Adobe products for more than 15 years and have been an extremely satisfied customer - until now. I am very seriously considering replacing my entire CS3 Design Premium suite! And I love these products. I had a hardware problem on my old laptop and had to replace it, thus had to reinstall. I've lost or misplaced DVD 4 of 4, so I need replacement media. I've been trying to get it for over a month now and can't get it. My initial request was apparently not even logged. My second request resulted in an apology and a fairly quick turn-around (considering the first request went no where - the second was answered in only a few short DAYS!), but the files I was given access to were corrupt, so that didn't work. Now I've been on hold for 3 hours - on the second call today - the first was dropped after an hour. Each time, I've had to wait hours to get a human, but entering tickets and emailing gets me no where. This is the most god-awful service I have encountered in years, anywhere. I am disgusted. I intend to make many complaints in every possible avenue. Sadly, it appears I am not at all alone. Yes, I've seen the letter from L. Walsh; I've used the email address there, too. Apparently, Adobe does not care that its customers are not handled well at all.

OMG Adobe Customer service is so HORRIBLE now since htey sold out to offshore drones that have absolutley no knowledge of the product nor do they care! It would be more cost effective to buy a round trip airfare to Portland/Seattle and search the 7 elevend for the once steller 5 star customer service people who were driven out of a job we once could be proud of! SHAME on you Adobe!

I've been on hold today for over an hour now. I need my activation reset because of a dead mac and don't know how else to do it other than get someone on the phone from Adobe.

The facebook link is nice but I don't think it'll help me.

Yesterday I spent from 9 a.m. to 9:30 p.m. - mostly listening to awful music waiting to talk to someone. In the end I called a different number and finally got a person who tried to avoid the issue and strangely when I asked to speak to her supervisor she sounded like the same person. It was not a satisfactory experience and time will tell if they follow through on what they promised.

I am back on today with the same music. This may be different if Adobe had some competition.

Still frustrated

This is messed up.  Even government agencies are run better than that now--and they're only in business because they have a large military with guns.  Adobe has no such army, so you know what that means... it's only a matter of time unless they get their act together.

There's a facebook site that someone (a user) has set up... That seems to generate pretty quick results... probably because it's out there for the world to see... Don't know it offhand... but try a search here...

This does not address your concern, and it is a valid one. It is also a concern for too many, in my book. Still, I have found over the decades, that there is much more good, accurate information in the product fora, than from TS. The exceptions are with registration, Activation and licensing issues, as most users do not have a lot of experience with these, and have no way to, for instance, reset your Activations.

Years ago, I had to use Customer Support for a S/N issue. Way back then, it took 5 mins. including hold-time, and the deed was done - perfectly. I was possibly lucky then, and have been fortunate to not have to try lately.

The "open letter," that John mentions points out that Adobe knows that there is a problem. They seem to feel that changes are necessary. I hope that they do address the issues.

In the end, have you tried to solve your problem in the particular product forum? TS seems to have one script, "uninstall - reinstall."

Good luck,

Hunt

I've called Adobe three times today. Twice I held for twenty minutes. Now I'm on hold for 45 minutes! How in the world can I get someone to help me activate my product??? This is aweful!!!!