How do I file a complaint with Adobe?

Question

How do I file a complaint with adobe?I am incredibly frustrated and appalled at the customer service I have received whilst attempting to resolve a lost serial number. My hard drive became faulty and I had to replace it. Whilst trying to reinstall my educational copy of CS6 I realised I had lost my serial number.I contacted Adobe and was told to provide proof of purchase. I received my copy of CS6 through my Disabled Student Allowance, which means it was purchased on my behalf by a funding body and brought from a specialist company (Invate). I have contacted both establishments and all the documents they could provide me with where an invoice and a quote for the equipment. I have also provided my proof of eligibility at the time and the university email address the serial number would have been sent to.I first contacted adobe customer service on the 9th of February, three of my cases have been withdrawn without any contact or explanation. All that was posted on the cases was a short sentence saying we have not received a response from you. I was told I would be emailed. I have contacted Adobe customer services four times, all that happens is they open a new case which ends up being withdrawn. I have spent many hours talking to your customer service and emailing companies to find proof of purchase. I have also lost three weeks of work and access to my files due to a lack of any response, general neglect and poor service. I am incredibly annoyed and saddened by the lack of assistance.I have loved using adobe’s products but this is unacceptable treatment.I want to file and official complaint and I want this issue resolved immediately.

bethanyw45329462 · Answer

I was 'lucky' enough to have this hour conversation if anyone else wants to know how to complain

info: Thank you for your patience.

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info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: You are now chatting with Tshering.
Tshering: Hello! Welcome to Adobe Customer Service.
Tshering: As I understand that you are not able to find serial number is that correct?
Bethany Wood: Hello
Bethany Wood: yes
Tshering: Thank you for confirming.I will be glad to check the issue and help you accordingly
Bethany Wood: ok
Tshering: I can see that your case has been escalated to higher level support and you have to wait 5-7 business working days.
Tshering: When the Issue is completely solved, you will receive the email from us.
Tshering: Are we still connected?
Bethany Wood: Yes. I was told the issue would be resolved in 48 hours I have been waiting three weeks for any kind of response
Tshering: Sorry for any inconvenience this has caused
Bethany Wood: I would like an email address or telephone number so I can file a complaint.
Bethany Wood: are you still there?
Tshering: Yes
Tshering: Sorry for any inconvenience this has caused
Tshering: You have to wait 5-7 business working days
Bethany Wood: Im sorry this is just unacceptable. I appreciate its not your fault but please can I have and email address, telephone number or even a postal address to file a complaint at how this issue has been handled.
Bethany Wood: hello!
Tshering: I Understand that but I am really sorry for that
Bethany Wood: How can i file a complaint about how the whole issue has been handled?
Tshering: I have checked your all the case number and I can see that your case is escalated to high level support
Tshering: Please bear with us, within 5-7 business working days your Issue will get solved.
Bethany Wood: okay yes the issue may be solved in 5 - 7 working days but I will still want to complain, so how do I go about this?
Tshering: This is the email address dl-techsupport@adobe.com for the complaint
Tshering: Thank you
Tshering: Is there anything else I can help you with?
Bethany Wood: no
Bethany Wood: thank you
Tshering: You are welcome.
Tshering: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!

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