Participant

Answered

Customer Service Complaint

Forum|Forum|8 years ago
November 8, 2017
10 replies
21312 views

I'm at the end of my rope trying to interact with the representatives in the customer service department. I would like to make a formal complaint specifically about the customer service - but I can't find an email option. Where do you send complaints?

I have an adobe-stock account for work, and in that account, which is under one email address and one phone number, somehow there ended up being two profiles. One is labeled "Personal" and the other is labeled the name of my company. Both had just under 100 credits each. I have no idea why they were separate. In any case, I got a notice recently that the credits were going to expire if I didn't sign up for a subscription. BUT I HAVE ONE. So when I contacted adobe via chat about it, each time the person would act very confused and say that there were not two profiles, then - oh yes, there are two profiles, then - oh you need a team account, then - oh you have a team account, then - well, to fix this, you need to be the team admin, then - oh yeah, you're not the team admin (despite being the only person on the account), then - oh, you need to talk to teams billing to find out who your admin is.

-But somehow, each of the first four conversations took literally 40 minutes. 40 minutes to discover they can't help me. I work, so. I usually have meetings all day and can't sit at my desk for over 30 minutes. So I had to keep leaving the chats. I kept hoping that if I immediately shared the information they needed at the beginning of the chat next time, they could connect me to who I needed to be connected to early on. -Not the case.

So today, I scheduled an hour and ten minutes to deal with this topic. I connected with a chat person who, I couldn't believe it, was even less helpful than each of the chat people before! He adamantly insisted I didn't have a team profile at all, and when I asked to be connected via chat to teams billing chat - he claimed that such a thing doesn't exist.

If it doesn't exist, then why was that every single other chat person's answer?

What the heck am I supposed to do?

Also - how does one make a formal complaint?

Correct answer Sheena Kaul

Hi there,

I apologize for the troubles that you have been facing with the Adobe services.

I also checked your account and was able to see that under your teams account there are 72 unused licenses for which you would have apparently received an email because once the subscription goes inactive you won't be able to access those licenses.

Additionally, you are unable to contact the support for teams related queries because you are not the admin of the account. Kindly check the private message that I have sent to you.

Regards,

Sheena

D

davek54114374

Participant

I would have to agree with the poor service from the support team I dealt with took over 2 hours of my time and they really had no idea how to fix the problem instead they messed around and tried to 'research' the issue. I was told an expert would contact me and I am yet to receive a call. With a deadline looming I had to create a workaround just to get the job done. We pay for the service and support they are meant to provide and it ain't happening. The products are 10 out of 10 but the support isn't anywhere near that.

Abambo

Community Expert

Support service depends a lot on the competences of the people you have to provide that service, but also on the competences I have when I'm calling service.

I'm sure that there are many experiences of poor service with Adobe, and a lot of forum entries prove that, but I'm also sure that there are a lot more of good experiences. The good experiences rarely show-up here, as they got satisfaction, so just by looking into the fora, you would mean that customer service with Adobe is poor.

This said, I do not doubt on your poor experience. One way to get this done to your satisfaction is to explain in short your case here (if you have a case number that will help). Either one of the friendly ACPs will use some internal channels to get help to you or one of the friendly and competent STAFF members (those with the STAFF badge and the Adobe logo behind their name) will take in directly. Beware just only that there are also people saying to be Adobe and asking for private information, but they are not. Look at the right badges. Private information should only be given to Adobe STAFF members via private message. There is no need to share private information on this forum.

So if you still need help, feel free to explain your problem here or to post your case number so that Adobe can follow-up with this and eventually escalate.

ABAMBO | Hard- and Software Engineer | Photographer

S

sharikah57006104

Participant

I have been trying to activate my membership card. But the quality of customer service is very poor and inefficient. So far no help received.

Abambo

Community Expert

sharikah57006104 wrote
I have been trying to activate my membership card. But the quality of customer service is very poor and inefficient. So far no help received.

Last week I contacted Adobe via chat. It took about 2 "Thanks for your patience messages" to get someone, we chatted about 35 minutes. The chat involved several research activities from the Adobe employee. It was a very pleasant and productive experience.

For additional help, reach us at http://helpx.adobe.com/contact.html

General Info
Chat start time	July 6, 2018 3:26:34 AM EST
Chat end time	July 6, 2018 3:58:51 AM EST
Duration (actual chatting time)	00:32:17
Operator	Adobe Agent

Chat Transcript

info: Thanks for contacting us. We’ll find a representative for you to chat with and keep you posted on your wait time.
This chat will become active once a representative responds.

Did you know you can get answers to most of your Adobe-related questions at help.adobe.com? Find helpful video tutorials, tips for troubleshooting, and user guides for all our products. You can even get answers from members of our vibrant forums community. Visit help.adobe.com. Please hold for the next available agent.
info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly.
info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly.
info: You are now chatting with Ashish Sharma.
Please don’t close the chat window or browser tab since it will end our chat session.
Adobe Agent: Hello. Welcome to Adobe Technical Support.
Adobe Agent: We appreciate your patience and regret the inconvenience due to the high wait time.
Me : No problem.
info: Your chat transcript will be sent to (my email address) at the end of your chat.
.......
Adobe Agent: Thanks for this appreciation.
Me: :-) Bye.

And btw, I did not use my ACP account, but the one I use for my work, as this problem was work related and in relation with licenses, a problem that can only be solved by Adobe Staff.

So far no help received.

Contact Adobe via the chat function, and you will get help. As your problem is related to your account/membership/payments etc it cannot be solved by this forum.

ABAMBO | Hard- and Software Engineer | Photographer

brandihillcom

Participating Frequently

Sheena Kaul can you help me....im sure you can get into my account and read all the chat logs and see my issue [e-mail deleted]

Abambo

Community Expert

If you want help fron Sheena, please send her a private message. You should not post you e-mail here. I will need to edit your post and remove the mail address.

ABAMBO | Hard- and Software Engineer | Photographer

chenoaf

Participant

Has anyone actually received help from Adobe for anything? I find it painful that I can't just email them and get assistance, it is 2018, after all. I've tried chat, no response. I don't want to sit on the phone with them for hours, trying to explain things. I just want an email address. They love taking my money but, when I need them, nothing!

Was your issue eventually sorted? What did you end up doing? I could use the advice..

Abambo

Community Expert

Would you like to explain your problem here? This user to user forum is most helpful for solving problems. You may also use the chat option for chustomer support.

ABAMBO | Hard- and Software Engineer | Photographer

brandihillcom

Participating Frequently

My problem.

I paid for a plan outright (1, single large payment)

in addition to that payment they also have been taking monthly installments

When I tell them to stop and refund me *which Ive done in over 4 chats, and a 2hour , 43 munute phone call. They claim they need to cancel my plan outright (which will cut me from my grandfathered rate) And I will need to re-sign back up paying the newest latest rate plan??

Totally not fair.

anastazzzja

Participant

OK, listen, You can explain Yourself as much as you want but it is our basic right as cistomers to be able to file an official complaint that will be seen by Your boss, not You. So where is that possible?

anastazzzja

Abambo

Community Expert

Why would you do that? Write to the CEO of Adobe!

ABAMBO | Hard- and Software Engineer | Photographer

D

dorisdoriscarmelgold

Participant

I have had similar problems. I am at the end of my rope with Adobe "support". I spent an hour trying to navigate the site, trying to follow the groups of information. Then another hour, trying to find someone to contact. I eventually cheated to enter a chat. I waited 45 minutes for a chat and 15 minutes trying to re-explain. Three hours was enough. I told the chat agent to send me an email with the responses and said I had to go. I then got an email notification that the chat was ended and that it would be closed after four days if I did not reply to the email. I replied. Two days later I got a notification that it was my responsibility to contact Adobe to ensure I got a response. AAARRRGGHH!!!!!

Abambo

Community Expert

dorisdoriscarmelgold wrote
I eventually cheated to enter a chat. I waited 45 minutes for a chat and 15 minutes trying to re-explain.

Again each time I needed someone to chat with (and before getting that fancy badge), I did wait at most a minute or so, before I got a chat partner.

If you would still need help, do the following:

Post a new message here, explaining your problem but without giving personal information. Adobe is very responsive here and employees are monitoring what goes on here. They are very helpful and if they need contacting you in private, they will do.

ABAMBO | Hard- and Software Engineer | Photographer

T

TaylorL

Participant

I too have found Adobe Customer Support completely unacceptable. I contacted them regarding a lost Serial Key. I was number 8 in line with a 7 minute wait. Waited 1 hour 15 minutes, and was given a poor excuse as to why the wait was so long. I was then asked 3 times that I need my Serial Key, and told 1 more time that I need my Serial Key. Then they disconnected before actually helping. Mehar was completely unhelpful and unprofessional. As a shareholder, I do not appreciate this neglectfully poor level of customer service.

Abambo

Community Expert

TaylorL wrote
I too have found Adobe Customer Support completely unacceptable. I contacted them regarding a lost Serial Key.

It's the customer's responsibility not to loose the serial key. I may sound rude, but loosing a serial key is not a bug in the program. It's not a problem for Adobe.

If you would have registered your software you would not have to contact Adobe as they keep then a list of all your keys for you. I can still retrieve my keys for any Adobe product I bought and registered, even that it would not run any more on my OS.

In addition, I have a paper and electronic copy of all my serials I need.

It's Adobe's goodwill, if they handle your serial number's problem. Nothing less.

ABAMBO | Hard- and Software Engineer | Photographer

M

msmillerphoto

Participant

Tell me HOW DO I CONTACT ADOBE TO FILE A COMPLAINT..............NOW.............AS IN REAL TIME HONNEY!

Abambo

Community Expert

good afternoon mr msmillerphoto,

no need to shout. you just read here: Re: Customer Service Complaint .

have a nice day.

ABAMBO | Hard- and Software Engineer | Photographer

twaritar3263062

Community Manager

Hi Marva,

I apologize for the poor support experience. Please allow us some time so that I can review your case history. Appreciate your patience.

Regards

Twarita

Abambo

Community Expert

Contact Adobe from adobe.com:

ABAMBO | Hard- and Software Engineer | Photographer

Sheena Kaul

Correct answer

Community Manager

Hi there,

I apologize for the troubles that you have been facing with the Adobe services.

I also checked your account and was able to see that under your teams account there are 72 unused licenses for which you would have apparently received an email because once the subscription goes inactive you won't be able to access those licenses.

Additionally, you are unable to contact the support for teams related queries because you are not the admin of the account. Kindly check the private message that I have sent to you.

Regards,

Sheena

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded