Support storniert Abos - Redeem Code nicht erhalten - Chat nicht möglich

[DerBört]

Hallo!

Ich befinde mich gerade im Support-Limbo...

Ich habe bei der Umstellung von meinem 20GB-Foto-Abo auf das 1TB-Foto-Abo die Reihenfolge verwechselt (habe den Redeem-Code für 1TB eingegeben und danach das 20GB-Foto-Abo verlängert statt umgekehrt). Dadurch hatte ich plötzlich 2x das 1TB-Foto-Abo.

Ein netter Mitarbeiter im Support-Chat beide Abos storniert und meinte ich bekomme einen neuen Redeem-Code zugesandt. Leider hab ich diesen aber bis dato nicht erhalten.

Das Problem ist jetzt: ich kann - weil ich kein aufrechtes Abo habe - den Support-Chat nicht mehr aufrufen (da steht dann ich soll mich an den Administrator meiner Organisation - also mich??? - wenden). Der Telefon-Support (+49-8007240401) ist auch nicht erreichbar: nach zweimal läuten wird aufgelegt.

Was kann ich jetzt tun? Wie kann ich ohne Chat und ohne Telefon den Support kontaktieren?

Gibt es eine Möglichkeit oder bleibe ich für immer im Support-Nirwana?

[Kanikas]

Hi rschoeller, 

We're here to help you. I see that all the subscriptions under the ID that you are using here are cancelled. Since you said they will be sending you a new code, I would suggest replying on the email that you have received from Adobe with reference to this case number- ADB-43215481-J6B1. 

Hope this helps!

^KS

[DerBört]

I replied to this mail but got following response:

You have reached an unmonitored email account. This may be because you are replying to a message that refers to a case that has already been closed.

If you need further assistance, we are happy to help. Visit our contact page and click on the chat icon in the lower right corner of the page to get started.
Which doesn't work 😠

[kglad]

@DerBört 

you have to keep support tickets updated.  i'm not sure about that email advice.

[DerBört]

The ticket was closed by the support employee right after the chat ended.

[kglad]

go to chat during pst business hours and type agent in the chat field.

[DerBört]

The chat doesn't work (see original posting)!!!

[Jeffrey_A_Wright]

Rschoeller, you may want to work with someone locally who can help you reach Amazon to request the refund then. I am sorry. ^JW

[DerBört]

Why should Amazon refund me? I already redeemed the code. Amazon has nothing to do with it.

[kglad]

you can also update open tickets, https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

[DerBört]

The ticket is closed. So I cannot update it.

[kglad]

that's what happens if there's no response within a certain period of time.  next time, try to keep support tickets updated.

[DerBört]

The ticket was closed right after my chat with the support. 

[kglad]

open another.

[DerBört]

I cannot open another - the chat is not available. Please read the original post!

[Peru Bob]

@Shivangi_Gupta 

[Jeffrey_A_Wright]

Rschoeller, I am sorry for any confusion. I reviewed case ADB-43215481-J6B1, and both subscriptions were canceled, and a refund was offered for your most recent charge. The refund issued on December 26th can take up to 14 days to process.

You will need to contact Amazon to request a replacement code or a refund. Since you no longer have an active subscription, you may now be eligible to use codes designed for new subscribers; however, this is not guaranteed. I just responded to another discussion that even without an active subscription, the offer was only eligible to new subscribers, not previous subscribers. If you are unable to use the new code with your current account, then create a new account to use the code. For more information about using redemption codes with active subscriptions, see https://adobe.ly/4jneSFY. Please also verify the return process for any code that you purchase. ^JW

[DerBört]

I apologize, but I am very confused.

I also don't understand how I could get a refund from Amazon. The code has already been redeemed, so why would Amazon refund me? The refund should come from Adobe.

I just want my 1TB photo subscription for one year. Why is this so complicated? Why wasn't the wrong subscription simply canceled and the new 1TB subscription left as it is?

If I understand correctly, I had taken out a 1TB photo annual subscription. However, I was only refunded for 2 months. Where is the refund for the remaining 10 months?

And why is the Amazon Germany hotline unmanned? It would be much easier to clarify this on the phone than here in the forum, where incorrect tips are constantly being posted.

[DerBört]

Should be: And why is the ADOBE Germany hotline unmanned?...

[DerBört]

After extensive research, I finally found a support phone number that worked. 

After a conversation lasting over half an hour, the issue was finally resolved: I will receive a new redemption code. Hallelujah.

But it's actually a bit of an indictment of how a large company like Adobe has set up its customer support:

• The chat doesn't work if you don't have a subscription?
• The hotline listed as the German support number is unmanned.
• In the forum, you always get the same incorrect advice (“just use the chat...”).

All in all, the whole process took me about 3 hours. The cause was certainly my incorrect subscription upgrade, which resulted in me suddenly having two subscriptions. But such a mistake should not be allowed to happen in the first place.

[kglad]

keep this updated.

[DerBört · Accepted solution]

My case has been resolved - for me, at least: I received a new redemption code yesterday.

But what remains is the gap in Adobe support: if you don't have a subscription, you can't access the support chat. As was the case with me (support canceled both subscriptions instead of just one), this means you are excluded from the support chat. The hotline number listed on the Adobe website was not answered. It was only when I found another phone number in the forum that I was able to get help.

All in all, this has been a very poor support experience for me.

These questions remain unanswered:

• Why is the support chat disabled without a subscription?
• Why is the support hotline number listed not answered?
• Why is a support ticket marked as “resolved” by the Adobe employee and not by the customer?

But the community forum will not be able to answer these questions. Adobe needs to work on its support strategy here.

[kglad]

thanks for the update, but sorry about that experience.