Sales tax issues

[DMCounty]

Is there anyone from Adobe that monitors this? I have had to upload a tax exempt form every month since last February to receive a sales tax refund. Every month, I get an email stating that sales tax will not be charged going forward, but every month, there it is. It takes a minimum of 20 minutes to go through the chat. I need this fixed and I am tired of dealing with the chat option.

[kglad · Accepted solution]

you can try telephone or twitter, but i don't think they'll be any better than chat.  have you asked why this recurs?

[DMCounty]

It's obviously somwthing on their end. I have a support ticket for every month since February that has been marked resolved and an email saying my certificate was accepted and I will not be charged in the future, but every month it is there. I'm just tired of wasting time on the chat.

[kglad]

you can use the other two methods, but i don't see how that will improve things.  what do they say about the repeated failures?

[Jeffrey_A_Wright · Accepted solution]

DMCountry, I am sorry that you have to repeatedly contact our support team to request a tax-exemption.  Kglad is correct that working with our support team via a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen is the most secure and efficient way to resolve any account management or billing-related tasks.

I did review the account you used to post to this public discussion forum, DMCountry, but I don't have the same visibility or access to billing information as our chat team. Have you already completed the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/place-tax-exempt-order.html to request the account be flagged to be tax-exempt?

DMCountry, please bookmark https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html which provides information on how you can update your recent support cases.  Case ADB-26513471-D6J8 was closed in October, but you can use the steps listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html if you need to make any updates to the next support case. Support cases will automatically close if we do not receive a response.

[DMCounty]

I have followed the steps. The problem is that my billing date is always right after the open support case closes and I have to go through the entire process again. They can alway see the exempt status, they issue a refund, say they are going to escalate it, then a week later I get an email that says I am tax exempt and will not be charged tax moving forward. Case closes, a week later I get my bill and I'm charged tax again and I have to start the entire process over. This has gone on since February and the chat is no longer a viable option in my opinion because they can't seem to help.

[Jeffrey_A_Wright]

Thanks for the update, DMCountry. I see that you have now stated support case ADB-26891662-L8T2.  You can use the steps in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to keep the case open until you have confirmed a resolution.

You will also receive a survey request before the case is automatically closed. I do see we have sent those requests in the past, but I do not see a response, DMCountry.  I would recommend you rely on managing your support case in the Adobe Account Management website, if you are not receiving the survey e-mails.  The time period to respond is also very short, so it is much better to review the support case directly by following the process in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html and seeing the most up to date information.  If no response is received then the case will automatically close.