Worst customer experience ever!

Report · Nov 23, 2022

Adobe support is the worst customer experience ever!

I had one billing issue + one question for the support.

Yesterday (22 November 2022) I talked to an Indian call center for 58 minutes before they hung up the phone on me. First, we spoke for around 5 minutes. The person couldn´t even spell my email address. I had to use a phonetic alphabet chart sounding like a pilot for 5 minutes just to spell the email correctly on our account.

Then she me to her colleague, after another 20 minutes with no help and I finally got transferred to the third person who was going to connect me to another person before the system hung up on me while waiting for support.
I didn't even bother to call back.

Today (23 November 2022) I tried again. This time on the chat.
The question was "can I have the black Friday deal on our existing account"

"Vinita," the person in the support said. I can cancel your account and then you can talk to sales to get the best available price.

I asked. "What is the best available price"
Vinita "I can´t tell you the price, we have to cancel your account first and then you can talk to the sales team who can offer you the best available price"

She couldn´t tell me the best price and told me to cancel the account before she could connect me to the sales team?!?!
Omg, this is incredible.

I was waiting for 5-6 minutes for her to reply.

Meanwhile, I looked in tho the terms and conditions.

Terms and Conditions

*Offer starts on Nov 14 2022 and expires on Nov 25, 2022. Offer available to first-time subscribers of Adobe Creative Cloud All Apps and limited to customers who purchase directly from Adobe or by calling Adobe Sales. Purchase the Adobe Creative Cloud All Apps for Individuals plan for US$39.99/mo (US$479.88/yr) for the first year. At the end of your offer term, your subscription will automatically renew, and your payment method will be charged the then-current rate, currently US$54.99/mo (US$599.88/yr) unless you elect to change or cancel your subscription. This pricing is limited to one purchase of one subscription per customer. A 12-month commitment is required. Cancellations can be made via your Adobe Account or Customer Support. Offer not available to Education, OEM, or volume licensing customers.

General Terms: Valid only for eligible persons who are 18 or older. Residents or persons in embargoed countries or countries subject to U.S. or local export restrictions are not eligible. Offer and prices are subject to change without notice due to unforeseen circumstances. Offer may not be assigned, exchanged, sold, transferred, combined, or redeemed for cash or other goods and services not expressly stated here as included. Subject to availability where the recipient resides. Additional terms and conditions may apply. VOID WHERE PROHIBITED OR RESTRICTED BY LAW.

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So just by reading the terms and conditions myself, I can clearly understand that I can not get a black Friday deal since we are a customer since before.

HOW CAN THE ADOBE SUPPORT TELL ME TO CANCEL MY ACCOUNT, AND THEN TALK TO SALES AND GET THE SAME PRICE ON A NEW PURCHASE AS I ALREADY HAVE?!

By far the worst customer experience I had in my life.

Report · Nov 23, 2022

that is pathetic.

i can't tell you how many people we've been informing about black friday deals being available for first time subscribers only. i have no idea how adobe support could fail to know this.

unfortunately, i don't think you can track that phone call. if you'd used support there would be a written transcript that would identify to support personnel so they could be educated. as it stands, they probably still do not know that black friday deals are restricted to first time subscribers.