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dano85807548
Participant
October 20, 2022
Question

Customer service

  • October 20, 2022
  • 2 replies
  • 123 views

To whom it may concern... (although I sincerely doubt the unhelpful folks at Adobe are even listening.)

 

I recently changed my email for my account.  I have many computers.  As I have tried to open software which I have paid DEARLY FOR from Adobe, I was unable to do so.  I assumed it might be an account email change problem.  I searched the website for help.  The attached picture shows the "Real Help from Real People" from the Adobe site which was, of course, simply an AI robot and NO HELP at all.  Adobe, your very website has an overt description which is a lie!  

 

So I thought I would send an email or make a call.  There is NOWHERE to find an email or phone number in which to reach customer service.  The website indicates that I "do not have a paid account" which, of course is wrong.  So... the website does not acknowledge me as a paying customer and therefore will not give me a phone number??  Unfortunately I was forced to LEAVE the Adobe website and find a phone number on Google (how insane is that?)  

 

This 1-800 number put me in touch with someone who is an actual "Real People" person. After going through my original account email and finding my initial PAID account: he indicated I was fully paid up and that I should log out and log back in with my new email and password.  I did so after I got off the phone.  Oh.. but wouldn't it be great if that helped!

 

But my software still does not open because it is linked now to the wrong (earlier) email.  All I get is "Buy more software from us" style message (ADS!)

 

After all this I decided I should update Creative Cloud and perhaps it would update my software.  I will backtrack a bit to indicate that my Mac running Mojave... takes forever to open software from Adobe... and I realized I could bypass this long delay by stopping Creative Cloud in it's tracks at startup... All it was loading was ADS and I could stop it short... and still use mysoftware without waiting for 20 minutes while Creative Cloud clogged my computer with bloatware.  

 

However... it's also obviously stopping my PAID FOR Apps from opening efficiently.  I have heard from some Adobe Reps in discussion windows here that CC is loading "Essential" software... but 95% of that software is bloatware.  The 5% which includes telling my software which account is accessible...

 

Seriously Adobe... do you not feel some SHAME at being a (greedy) company with consistently mediocre software (CC?!) and terrible customer service like this? I do NOT want your ADS to start my day.  

 

I want MY software that I PAID you for... to function efficiently even if my Mac is slightly older! And I want you to PAY for people to provide customer service instead of keeping it for your profit margin.  Seriously!  Criminal behavior is now the new norm for corporations everyehwere?

 

FOR SHAME!

    This topic has been closed for replies.

    2 replies

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    October 20, 2022

    [Moderator moved from Using the Community forums to Account, Payement, Plan.]

    This is a product user-to-user forum, not Adobe support.  Fellow users can't help with an account problem.  Assuming you're a paid Creative Cloud plan member, you can reach Adobe Support by phone or online chat below.

     

    With a browser that accepts cookies and does not have script blockers, log-in to your account to check on the status of your subscription, change email, password, etc...
    https://account.adobe.com/plans

     

    CONTACT ADOBE SUPPORT:
    ================
    Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen

    At the chat prompt, type AGENT followed by ENTER key.  Wait for a human.


    Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

     

    Hope that helps.

     

    Nancy O'Shea— Product User & Community Expert
    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    October 20, 2022

    there are three ways to contact a human being that works for adobe (but you're correct, it's not easy to find any of those ways using the adobe.com website).  here are the 3:

     

    use a browser that allows popups and cookies and contact adobe support by clicking 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

    p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

    p.p.s. you can also use twitter to tweet @AdobeCare

    p.p.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. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

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