Worst Customer Service EVER!!!

[matthews56805885]

Adobe claims they have 24/7 support, well this past weekend July 26, 27, 28 I tried calling in to cancel 1 license on my adobe creative, and waited 2 hours on the 26, 6 hours on the 27, 2.5 hours on the 28 without ever speaking to anyone. You have to call in to cancel your license since youcan't cancel online, which is really stupid, as you can add a license but not cancel. When I finally got a hold of someone, I was told there is no one from that department on the weekends, when I asked for a supervisor was told they don't have one on the weekends. While the rep was talking with me, she was also talking with another client, so much for customer service. When I called the corporate office this morning, got the same experience, could not speak with anyone but sent to the call center. I have never had this bad of experience before

[try67 · Accepted solution]

You can cancel you subscription to Acrobat here: Cancel your membership or subscription | Adobe Acrobat, Document Cloud PDF services

[matthews56805885]

try67 do you work for Adobe???

[Chuck Uebele]

try67 doesn't work for Adobe, and neither do I. We just try and help. I'll move this thread to the creative cloud forum, where it might get more notice by Adobe employees, who will have an Adobe logo next to their name.

[try67]

No, I don't.

[Abambo]

Is this for CC for teams?

[Nancy OShea]

It goes without saying there are different levels of support depending on which services you subscribe to.

You can find out exactly which products & services you have ordered  24/7 by logging in to your Adobe Account.   For best results, use a good desktop browser like Chrome or Firefox that accepts cookies and does not have script blockers.

Canceling is no big secret.  These methods work for the majority of individuals.  

• Cancel your Adobe Stock membership
• Cancel your Adobe Creative Cloud plan or membership
• Cancel your Adobe Acrobat, Document Cloud PDF services

When I need to speak to Customer Care about billing or activation issues, I use online chat.  Just click the chat bot icon.  

Contact Customer Care

When the AI Chat bot opens, type Agent and hit Enter.  I've never waited more than a couple of minutes for a customer care agent.

[matthews56805885]

Yes for CC but I think it’s the culture at Adobe. The operator doesn’t let you finish your sentence.  So that tells me this starts at the top for poor customer service. So I bought stock in them just so I can attend the share holders meeting. Keep being lied to when people say they will call you back. No returned calls.  Still waiting on 5 of them. I want a manager or supervisor but keep being lied to that they will call back.

[ls_rbls]

Anyone here have ever worked  as an @home "database telemarketing" agent? (that is a big title for a customer care representative who is required by the hiring subcontracting company to provide a resolution in under 4 minutes and aim to accomplish 9 successful calls in a 5 to 8 hour shift per day, with no break to use the bathroom in their own home simply because the inaccessible manager who is suppposed to facilitate answers is always on meetings, and both of the resolution department and the technical support division keep routing the angry customers back to the customer care teams), by the way, you are fired before your next pay check if you don't meet this simple quota.

I definitely understand this scenario, specially if the representative behind the phone is getting paid less than $9 an hour before taxes, have no sales comission or incentives, and have to pay for their own Internet service provider, their own modem, their own router, their cell phone carrier, pay for gas or transportation to go to the call center if needed (regardless of weather conditions and distance).

Oh my gosh! I just typed all of this out load... I didn't mean to click on the "Post" button...

[jane-e]

ls_rbls  wrote

Anyone here have ever worked  as an @home "database telemarketing" agent?

This is a user-to-user forum and we are volunteers. There is some input from staff.

[ls_rbls]

Yes jane-e, all acknowledged.

I am volunteer too. I was trying to add some satire humor to the thread, nevertheless, the point still is a reality of what the customers experience when big corporations hire @home subcontracting companies to do the legwork over a phone with the idea of saving big bucks.

Is like Mr. Husband takes Ms. Wife to a restaurant in old historical downtown somewhere; then  Ms. Wife is under the impression that the service is gonna be all fancy and upscaled. Mr. husband probably expects to find clean silverware at the table and that the server is nice to them.

But as he visits the restroom to wash his hands, he takes a good look at the wnvironment back in the kicthen... you know, employees texting with their phone while touching food, or coming back from the 10th smoke break during the last 15 minutes without washing their hands and then bring your order to the table with greasy fingerprints all over the plates... God forbid which type of party did that food server was attending at an after hours club the night before (which probably ended 4 hours before they took Ms. Husband and Wife order)

I think matthews56805885 can clearly pick up the sad reality humor throughout the course of some customer service encounters;  and I actually applaud his fierce initiavive for  investing in the stock market just to attend the same share holder meetings where the innaccessible manager(s) are always hanging around and probably sipping on a delicious cup of coffee just brewed for them by the beautifully looking college-dropout temp.... I am sorry I really , really did not mean to click on the Postt button again.

[Abambo]

If I take my car to the workshop I expect my problems to get fixed. But the mechanic may be a genius or a stupid. The genius will fix my problem, the dumbass will fix what was not broken. This is customer service. And the more a company has success, customer service gets worse.

My brother is mechanics (but not working as one), so when I have a problem with my car, I ask him who can fix it. My sister is working as an assistant in an hospital, so when I need a doctor I ask her. I’m the computer guy of the family, as soon as there is something that needs to get fixed, they call me. These are the fora.

Customer service at Adobe is not the worst out. It‘s not the best out. That‘s a reality.

Each time I used customer service I got help. Why? Because I give precise and correct indications.

The OP’s description sounds like he has Creative Cloud for Teams or Enterprise. Because that is the only license type „where you can add but not cancel“.

However, teams licenses can be self canceled the month before the anniversary day, before the renewal order is out. For an early cancel you need effectively pass via the customer service. I never did that so I do not judge how effectively that is.

The license also can’t be added like this. It requires an order and the adding via the interface is a simple shortcut to allow people starting to work early. I do not know what happens when the order and subsequent placement does not come as I always made sure that that worked out correctly.

Normal creative cloud subscriptions can be canceled only if the payment is of prior due is done. That‘s the only situation where you can‘t self cancel.

So yes, Customer Service is sometimes not doing what they should do. But by far it‘s not the worst ever.

Remark: I do not work for Adobe and this reflects my knowledge and experience. nothing more, nothing less. I know that customer service is not always as it should be and those cases get followed-up by Adobe.

[ls_rbls]

Thank you for your humble and tactful way of saying the same thing I tried to explain through dark humor.

The out of topic comments that I just shared are based on personal experience (that include restaurants); if the writing that I just posted in the last two replies is read carefully  you will find a very neutral posture which does not criticize nor attacks Adobe NOR  the user to user forums (I love Adobe and I love this forum).

The comments I launched earlier are directly aimed at the poor service that the @home telemarketing companies (PROBABLY HIRED BY ADOBE) have to offer when they subcontract staff with no experience to lower their operational costs through cheap man labor; that includes the so called Managers (which in the eyes of the customers seem to exist only as a virtual concept)..

I mean,  do I really have to explain here to a disgruntled Adobe customer to please be empatheic with the single mother behind the phone, or the military spouse working at home with juvenile delinquent children, claiming  no alimony or child support ,  and who were also probably abused in their prior relationships;  and every time someone yells on the phone at them they  revert to PTSD mode and still have to deal with an angry yeller customer as calm and collected as they can?

Yeah lets go there and open a new forum just to  discuss about bragging Equal Employment Opportunity employers

I've never hear customers say to an @home agent " hey I understand your your frustration , I will give you a good review at the end of this recorded conversation because at least you tried and help" .. there is no script for that

And aside from the fact that English is not my primary language, some of us who also volunteer to help here have worked in over 20 different jobs (or more) in  the last 15 years, to include Fortune 500 companies; like it or not, that is experience too;

the corporate doctrine lecturing is unnecessary. 

But I will apologize, however, I will never talk like this again in these forums, and I will also stay with the topic.

So thank you  Abambo for tuning and humbling me down (I really mean that).

[SuntexIT]

Service f-ing terrible.

We have a business account also.  Terrible ass service!!!!!

[SuntexIT]

[SuntexIT]

i am on the phone at the same time with this chat conversation

[SuntexIT]

[SuntexIT]

[SuntexIT]

phone wait time 56min. and still going on hold music.....

[SuntexIT]

conversation chat over an hour now....

[SuntexIT]

conversation started at 7:42 am... and it is now... 8:59am.

[SuntexIT]

stop outsourcing your customer service to India so you can save money for the company.

[SuntexIT]

you have customer service through the phone but no one answers and you force them to use the chat.

[SuntexIT]

I've already told this person that I ran the report and it didn't show me anything.  Person gives me a link for help and which I've already tooken those steps.....

[Tyler5C70]

Adobe is the worst. I hate their customer service. they take forever and they do not care. It took them a week to fix my issue