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ScotteMeredith
Participant
December 28, 2009
Question

How does anyone get customer support to actually provide support?

  • December 28, 2009
  • 2 replies
  • 1805 views

The concept of customer service is a complete joke at Adobe.

AGAIN, I was promised a response from Tier 2 support and AGAIN I've received no call. I got another call from Tier 1 to "promise me" that a call from Tier 2 would be coming. I've heard that line at least 6 times now.

Apparently in AdobeWorld, 24-48 hours for a response actually means 89+ days.

I've been trying for 89 days now (since September 30) to get this stupid product (Dreamweaver) working again. It was working and now quits with an error that "Licensing for this product has stopped working."

I've done everything Adobe has suggested at Tier 1 support (multiple times) and it has been escalated to Tier 2. Since Tier 2 has not called me back for 89 days, despite at least 6 promises of a call by Tier 1, I can only conclude that "escalated" is defined as "run through the shredder".

I'm now posting this everywhere I can find to get it resolved.

Why would I EVER recommend Adobe products with such shoddy care of their customers?

    This topic has been closed for replies.

    2 replies

    Phillip M Jones
    Phillip M Jones
    Inspiring
    December 28, 2009

    Try this link:

    http://kb2.adobe.com/cps/405/kb405970.html

    note if this is for Mac Version there is another link shown within this page to go to for MacOSX problems Read it maybe this is your problem.

    S
    ScotteMeredithAuthor
    Participant
    December 28, 2009

    I did do everything on the Mac page, as well as all 17 points on an EMail sent to me by Tier 1 support. I sent the logs back to them and was again promised I would receive a call from Tier 2 within 24-48 hours. Got it bumped up to a Tier 1 manager, who followed up with me later when I didn't get a Tier 2 response.

    Still no response from Tier 2..... EVER!!!

    MichaelKazlow
    MichaelKazlow
    Legend
    December 28, 2009

    Please post your problem at the adobe.com forum. Adobe monitors that forum and should respond. Sorry to hear you are getting a run around. For what its worth, if I was continuing to have the problem you are having, I'd try a clean install. A hassle, but it might be less time spent then you have already spent.

    A
    Anonymous
    December 28, 2009

    If you live in the States there is always the better business bureau to file a complaint.

    Also there is a facebook page devoted to logging Adobe customer service complaints.

    I would give you the e-mail address for customer complaints but Adobe has turned it off a while back.

    Good luck.

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