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Lodging a formal complaint

Community Beginner ,
Aug 26, 2020 Aug 26, 2020

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Is there any way to lodge a complaint with Adobe. I've just had the worst customer experience ever and spent two hours and 20 minutes on chat dealing with something as simple as an address change. It's just mindblowing. I've experienced incompetence from support in the past, but this really beats them all. 

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Adobe Community Professional , Sep 03, 2020 Sep 03, 2020

Sounds like a regional problem.  What country do you live in? 

What is your Adobe Case number?

Sign-in below & scroll down to View Support History from your account portal.

https://account.adobe.com/profile

I will ask an Adobe employee to look at it.

 

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Adobe Community Professional ,
Aug 26, 2020 Aug 26, 2020

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Sorry for your experience.  I'm sure Customer Care is doing the best they can to assist as many customers as quickly as possible during the Covid-19 crisis.  The system is experiencing longer wait times due to staff shortages and stay at home orders.

 

Was your problem resolved?  If not, contact online chat again and type SUPERVISOR followed by enter key.  Do not engage with the artifical intellegence bot.  Alternatively, pick up the phone during normal business hours, M-F.  Phone numbers vary by region.

https://www.adobe.com/about-adobe/contact.html

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
Sep 03, 2020 Sep 03, 2020

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My situation is not resolved. I've responded to support several times and no one has gotten back to me. There is no way that I can see to reach anyone by phone. When I call HQ I just get stuck in a loop with no way to contact anyone without an extension. I used your suggestion and just got sent to regular support who said they would forward my concerns. The situation is that the support people at Adobe cancelled my account to change my billing info and for whatever reason they could not make the change. So right now I can't access my account and no one has gotten back to me in days. I'm afraid I'm going to lose all my data. 

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Adobe Community Professional ,
Sep 03, 2020 Sep 03, 2020

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Sounds like a regional problem.  What country do you live in? 

What is your Adobe Case number?

Sign-in below & scroll down to View Support History from your account portal.

https://account.adobe.com/profile

I will ask an Adobe employee to look at it.

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
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