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12

Call with Adobe Lightroom Classic Agent

Participant ,
Nov 01, 2023 Nov 01, 2023

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I was refered to an Agent Call booked time at 9am-12pm Tuesday and all I had was a automated call with no one on the otherside (saying hello non stop) till the call randomly ended. I had to my self go out the way to message agent online they said 2-4 hours wait time (its now 5pm) no one called. So I called support via number and agent said 1 hour wait (6pm) didn't get a call till 12am just to be told they will book me 9am-12pm.

Wednesday 9am-12pm get called by adobe LRC agent and they quoted they are still trying to figure out the error as they are also having the current error (i don't see anyone posting it anywhere though https://community.adobe.com/t5/lightroom-classic-discussions/lrc-crash-on-import-windows-11/m-p/1419...) so they quoted to call me back Thursday 9am-12pm

Thursday 9am-12pm gets a automated call from adobe hear nothing in the background after playing with my setting speaks / volume/ mute/ unmute i hear nothing and call gets ended, gets a email quoted that adobe has attemped to call me but no one answered ???? Because of the first attemp I made sure the agent said to call me at least twice on note if any case that somethig is wrong with the system or bug?

But nothing how do I get help here I don't have time taking time off work just to wait just to be told to wait longer or get no response 

If this is a bug that I can't hear adobe agent on the phone then please fix other then that still waiting for a month for this LRC to get fix 

Adobe email quoted that Agent tried to attemp but this is the second time that has happen but not even a second call back at least to try to see if theres anything wrong on there end or mine / connection ? 




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Community Expert ,
Nov 01, 2023 Nov 01, 2023

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If it were me, I would not be trying telephone contact.  Instead I would be using the chat system:  

 

https://helpx.adobe.com/contact.html?rghtup=autoOpen

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Participant ,
Nov 15, 2023 Nov 15, 2023

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Lol @Bill Sprague Chat like this ? (note my internet is 80mbs so ... i got internet)

 

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Participant ,
Nov 01, 2023 Nov 01, 2023

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Lol the chat system lead me to the call back cause they couldn't figure it out via chat hence the call back 

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Community Expert ,
Nov 02, 2023 Nov 02, 2023

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I don't think it makes sense to post this in 'Lightroom Classic Bugs', even if the call was about a problem with Lightroom Classic. So I moved this to a forum about account issues. I think that is the most appropriate one I can find.

 

-- Johan W. Elzenga

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Participant ,
Nov 02, 2023 Nov 02, 2023

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I find it bugs as twice the Lightroom Classic Team Call center / phone system is buggy as when i get normally a call from the team i would hear the agent straight away. But on Tues 31/11/23  and Thurs 2/11/23 i got a automated message saying adobe is trying to call me but nothing on the otherside i hear nothing? I hurd them perfectly with the same number on Wed 1/11/23 but they told me on the thurs that could be my phone blocking them or somthing ? i'm like wait what .... sure i'll look into it but i wouldn't got the automated call if i have auto block / scam block (just got a new phone with nothing in place yet so kinda weird they blaming my end) 

Hence why i said BUGS 

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Adobe Employee ,
Nov 02, 2023 Nov 02, 2023

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Moving to discussions as this is not an issue internal to the Lightroom Classic product. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Expert ,
Nov 02, 2023 Nov 02, 2023

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@Henry285327161tjo 

 

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

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Participant ,
Nov 15, 2023 Nov 15, 2023

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please refer to these screenshot @kglad if not scam i have no clue whats going on trust idm waiting but i just want help

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Participant ,
Nov 15, 2023 Nov 15, 2023

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Feel like adobe is the scam

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Community Expert ,
Nov 15, 2023 Nov 15, 2023

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disconnects are not unusual.  when that occurs the conversation can usually be continued, https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

 

but really, if you have an app specific question you should post in the relevent adobe forum.

 

p.s. copying and pasting (into your post) screenshots is more helpful than attaching them.

 

<moved back to account, payment & plan>

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Participant ,
Nov 21, 2023 Nov 21, 2023

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I did and still no update / answers 

I'm not complaning about disconnects that is totally understandble, could be weak connection, internet, connecting via all the way to indina yes might be tricky that is tottaly fine. But not having a way to re-connect and having to explain everything all over again (had to do it 3 times) due to everything was done via remote and other agents apparently don't have access to that 


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Community Expert ,
Nov 21, 2023 Nov 21, 2023

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did you post your question in the lrc forum?

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Participant ,
Nov 21, 2023 Nov 21, 2023

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Yep its been 2 months now .... both forum and the dedicated technicall support team and alot of chasing around phone calls / waiting around / next day/ rebooking / waiting just to now today get an email saying that the case is now closed .... 

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Community Expert ,
Nov 21, 2023 Nov 21, 2023

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if it's easy to explain, what lrc problem are you having?

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