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You are now chatting with S.
S: Hello! Welcome to Adobe Customer Service.
S: Hi Mrs H.
S: May I please have your email address registered with Adobe while I review your request?
Mrs H: XXX@XXXX
S: Thank you for the email address.
S: Could you please elaborate the issue?
Mrs H: This is the second time I am contacting you.
Mrs H: I paid for the PDF converter subscription but it has not been acknowledged.
S: Thank you for the information.
S: Let me see how best I can help with this.
S: May I please have the order number?
Mrs H: No idea.
Mrs H: But I made you a credit card payment on 17 Dec for £15.62
S: Thank you for the ionformation.
S: I checked and see that the order is cancelled due to Credit card declined.
Mrs H: It's still valid.
Mrs H: I've used it this last week.
S: In this case you will have to check with your bank and place a new order.
S: In order to know about the purchase details you will have to contact our sales team.
S: I will provide the phone number to contact our sales team.
S:
Mrs H: With all due respect that is not very helpful.
Mrs H: Why was it cancelled?
S: The reason it was cancelled is due to Credit card declined.
Mrs H: BUT WHY WAS IT DECLINED?
Mrs H: WHEN DID YOU GIVE ME A REFUND?
Mrs H: Please give the precise date.
S: Mrs H we will not charge for the software's which is cancelled .
Mrs H: Please read my questions and answer them.
S: The order was placed on Dec. 17, 2012 . and it was cancelled on the same date.
Mrs H: ON WHAT DATE WAS THE REFUND MADE?
S: The refund is not done , because we have not charged you for the software.
Mrs H: SO YOU TOOK THE MONEY AND YOU DID NO REGISTER THE SERVICE WHICH I PAID FOR UNDER MY NAME???
Mrs H: PLEASE EXPLAIN.
Mrs H: It seems I've paid you for nothing...
S: We have not deducted any amount form your account.
S: I request you to check with your bank and place a new order.
Mrs H: But my account statement says you have.
Mrs H: 20/12/2012 CARD PAYMENT TO ADOBE SYSTEMS,15.62 GBP, RATE 1.00/GBP ON 17-12-2012 £15.62
S: Just to confirm do you have any other email address.
Mrs H: I don't. But the order was placed from my address in Spain. I am habitually resident in the UK.
S: I'll be right with you.
Mrs H: Is that the source of your confusion?
S: Mrs H, I have double checked you Adobe account the order was cancelled , hence we have not charged for you.
Mrs H: So why does my account say you have?
S: Sorry for the wait. Please do stay online.
S: In this case I will go ahead and forward this complaint to the relevant depatment they will contact you via email with the resolution within 2-3 business days.
S: Is there anything else I can help you with?
Mrs H: And why did ADOBE not contact me to say there was a problem? After all you have my email?
S: I am sorry we do not have automated email response for the order cancellation.
Mrs H: Yes, give me the name of the person who will contact me
Mrs H: You don't have automated email for that... That's a pretty big fail...
Mrs H: At least give me the name of the relevant department...
S: Its the higher level.
Mrs H: HIGHER LEVEL? Sounds like something out of Monty Python...
S: Mrs H, I understand your concern, however the relevant department is the next higher level of support once we forward this complaint they will work on the case and get back to you with the resolution.
Mrs H: How do I know this?
S: You will be able to locate the case number under your Adobe account , once we end the chat.
Mrs H: I am sorry but I contacted you previously only to be told that there was no subs connected to my account.
Mrs H: So I checked my bank statement and got back to you and now I'm told something different...
S: I apoloigize for the inconvenience caused to you, I will now forward the case.
Mrs H: Please give me a name
Mrs H: Or another contact email
S: I am sorry we do not have email facility.
Mrs H: So I am just expected to wait around 'cause you say you'll get back to me.
S: The senior level representative will contact you via email with the resolution.
Mrs H: Please can you direct me to your complaints dept.
S: The senior level is the offline support.
S: We will not be able to trabnsfer the chat to complaints dept since it is offline.
S: *transfer
Mrs H: Fine but give me their contact details, please.
S: We will only be able to forward this complaint.
S: We do not have the contact details of the senior level since it is offline.
S: *transfer
Mrs H: Fine but give me their contact details, please.
S: We will only be able to forward this complaint.
S: We do not have the contact details of the senior level since it is offline.
S: We will only be able to forward this complaint to see what best can be done for you.
Mrs H: OK. Just so you're clear. My complaint is not with you. It's with Adobe's overall inertia and unresponsiveness.
S: I will now forward this complaint to the relevant department.
Mrs H: Please do. And good luck, S.
S: Is there anything else I can help you with?
Mrs H: Not today.
S: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
Thank you for chatting with us. Please click the "Close" button on the top right of the chat window to tell us how we did today.
Can I add this was over a week ago and not a peep from the big A....
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