Participant

Question

Why does Adobe have awful customer service?

Forum|Forum|12 years ago
November 15, 2013
5 replies
10539 views

I just got off the phone with Adobe's completely ineffectual customer service.

I called with a SIMPLE issue. I wanted to update to the cloud from my CS5.5 for the special offer of $29.99 per month. I already have a month-to-month membership with just Muse to test out the cloud, and now I am willing to commit to the whole thing.

Their online system would not let me upgrade, so a call was in order. Over an hour and 5 transferred calls later, I have the the full creative cloud, but they are not able to cancel my Muse month-to-month without taking down the web site I have hosted on their business catalyst. So now I am being billed twice by Adobe!!

Really?

You, a multi-million dollar company can't align your systems to move my account info with the touch of a few buttons?

You can't have clear phone lines to India so I can at least hear the person on the other end of the line?

And you can't even have decent hold music that is not tinny and out of tune?

For shame!

So, if anyone knows how I can complain to someone at Adobe directly without having to call India or get looped into thier web-site hell, please let me know.

Thanks Adobe for sucking away costly phone minutes and making my morning so special.

gegjr

Inspiring

Because they can. Because the overwhelming majority of Adobe subscribers thinks Adobe walks on water. Thus the response you got from John T Smith. It's my personal opinion and I won't apologize for it. If people in power can be frank so can I.

"In the End, we will remember not the words of our enemies, but the silence of our friends."~Martin Luther King, Jr.

C

CONGODOG8

Participating Frequently

My experience with Adobe's Customer Service is similarly horrific. They are utterly insullated from their customer base. A call gets some nice woman in India who essentially reads from scripts after she guesses at the problem. After I explained my issue clearly, she went off on a tangent that completely missed the point. Useless, time consuming and criminal.

I challenge anyone out there to attempt to crack their 'customer firewall' (aka, their website) and raise an US-based employee for help, or to complain or to just talk to someone inside this callous behemoth. For what they charge for these arcane, anti-intuitive applications, we should have reasonable, timely contact. This applies particularly to new or occasional users.

Complaints are utter folly as they bounce off this tough exterior. This type of corporate arrogance will hopefully come back to bite them. I am currently spending a lot of time looking for alternate applications, suggestion appreciated.

M

MyCoalescence

Participating Frequently

I suggest this thread:

http://forums.adobe.com/thread/1207260?start=0&tstart=0

It is Corel and Quark make a come back but also mentions other companies.

Or this one which is about alternatives to adobe in genneral.

http://forums.adobe.com/thread/1206666?start=0&tstart=0

Adobe is currently getting suited! Here is the thread on it.

http://forums.adobe.com/message/5854919#5854919

A

Anonymous

It appears that some Adobe Chat personnel recognize their limitations. In just this week alone I have see 3 posts that start off "Adobe could not solve my problem so they recommended I post problem in the user fourm". Photoshop and Bridge forums.

C

CONGODOG8

Participating Frequently

This is so Apple-like, I smell a trend. They make their own support so arcane and impenetrable that customers are forced to the forums, which may or may not help, and costs the company nothing. Free support system supplied by rabid, obsessive forum trolls that have no life beyond their online presence.

M

MyCoalescence

Participating Frequently

Contact the BBB (better business bureau). They then contact you and adobe and try to resolve it.

Adobe is A- . Most or their issues are customer service related as your problem.

Factors that lowered Adobe Systems Inc's rating include:374 complaints filed against business

Factors that raised Adobe Systems Inc's rating include:

Length of time business has been operating.

Response to 374 complaint(s) filed against business.

Resolution of complaint(s) filed against business.

BBB has sufficient background information on this business.

Our complaint history for this company shows the company gave proper consideration to complaints presented by the Bureau

Corel is A+.

Microsfot is A+. Which surprises me. Ive become disgusted enough by adobe and the whole cc thing that on my personal list i rank microsoft higher than adobe. Which makes me want to puke.

Apple is A+.

Quark is F. Failure to respond to one complaint filed against business. One complaint filed against business that was not resolved. BBB does not have sufficient background information on this business.

Some software companies are not even registered with the BBB.