What's with Adobe closing support tickets before an issue is resolved?

[chipwarren]

I found this a little frustrating.  As is well documented here on several threads (and, personally, via many interactions with Adobe's support team) CC2018 has some crashing issues.  There are many workarounds that one can find in the forums, but the fact remains that replicable bugs remain in the software.  As a paying customer, I've elected to keep a support ticket open about this until it is resolved, hopefully by a future update.  I receive emails from Adobe saying:

"We noticed your customer support case ADB-849125-X7H8 is still open and we’re waiting for your response" and "Your case will automatically be closed after 4 days if you don’t respond."

At which time I logged on to report that the issues have not been resolved and that I would like to keep the ticket open until they are.  As a paying customer, I think it's important to keep an active record of the malfunctions of the products I pay for.  Seems reasonable.  Then today I received a notice that the tickets have been closed because "We cannot open that case for a long time". Well, how about addressing the technical problems?  If it's a burden to keep the ticket open, it's an even greater burden to have to work around bugs in the software I pay for.  The email also stated "The issue might got fixed in the new update," which is due in early April.

If I have to live with the buggy releases that are Premiere Pro CC2017 and CC2018, then Adobe Support should darn well have to live with tickets that are open for as long as the problems go unresolved. Although this is not a technical issue, it's further evidence of substandard performance by Adobe.  I've been a subscriber since the subscription model was implemented and have never had the kinds of issues that I've experienced since last fall.  And I know I'm not alone. It's taken them so long to roll out a Premiere update that I'm praying for comprehensive bug squashing and a restoration of our faith in the suite.

[excited_Genie16B8]

We're just users like yourself.

[Kevin-Monahan · Accepted solution]

Hi ChipWarren,

Sorry for this frustration. I took a look at your case and the bug that was filed as a result. It appears that the bug has been addressed and is no longer exhibiting this behavior in an upcoming version of Premiere Pro. I apologize we can't provide an immediate fix to address the bug, but I ask for your patience in the interim. It shall be solved shortly.

I also want to apologize for not getting treated as well by our agent as you should have been. There's no excuse for that. The agent should have asked you if it was OK to close the case since the issue has been addressed, fixed, and is awaiting imminent release. You should be left with the option to leave the case open until it is fully resolved. I'll speak with him about this.

If there is anything I can do for you personally, feel free to send me a private message here on the forum.

Kind Regards,
Kevin

[chipwarren]

Thanks Kevin, I appreciate the response.  I posted the question here to see if I could gain some insight from someone on the inside, so like I said, thanks.

[steves26156399]

Hi Kevin,

We met just jesterday over a long chat, which being still unresolved, I had to pursur again just now. I have received a most promising looking e-mail instruction (Serial key Help CRM:00803000002084 and

Adobe Case ADB-1638824-T5F7), givig me a download link for re-downloading my old Adobe PSE- Perpetual Version 12.0, along with the serial key. NOW, when I wanted to report back that every time I use this link, I end up getting Photoshop CC, as part of Adobe Creative Cloud, I got a message: This case is closed. You see why a frustrsted 92-year old is turning to you? Thanks in advance for what you may be able to do and with ny best wishes,  Steve Simon

[martinp15739729]

Ridiculous that you cant even find the case to begin with when you log in.... my case was ADB-2819323-Q8L3 and all they do is keep telling me to respond to emails and then when i log in, i cant even find where to respond to a case. Just again confirms my knowledge that Adobe support is utterly laughable, and non compliant.....

[davidn81229140]

I agree. I have a case that's open, unresolved, and will close in a few days. Adobe informed me of the impending closure, but gives me no link or instructions on how to find the case. What's that about?!