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ryanf51996684
ryanf51996684
Participating Frequently
December 28, 2017
Question

Account management and subscriptions from Digital River to Adobe direct issues

  • December 28, 2017
  • 1 reply
  • 458 views

I have been on and off the phone with Adobe tech support, account support, and billing and no one apparently can help.  Let me start at the end of the last conversation with sales.

"So you are telling me that this company cannot provide business level customer service."

The female sales rep. replied. ( I say "female" in hopes you might be able to find out who, because I did not catch her name.)

"Absolutely not."

All I was trying to do was PAY.  We worked with Digital River and then it changed without warning.  I had users complaining that there Adobe subscription had expired and had no way to update the account since Adobe did not have the correct company name on the invoices.  My account manager is not responding to my questions, and after asking the sales rep. can I get his supervisor.  She asked what I wanted to do and she might be able to help. In the end she gave me the statement above.  WAY TO GO ADOBE!!! Great people you hire.  You can barely understand them, and they talk crap about your company. 

Well in the end she refused me speaking to a manager, and I have had it.  This has cost the company thousands in lost production hours.  We are now debating on going with a third party for the enterprise. It would be nice to get an English speaking account manager that can be our new account manager, and will actually work with us to remedy the issues we have.  I do not want to train over a thousand users on a new piece of software. 

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1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
December 28, 2017

these are user-to-user forums.  so, if you want to vent, that's ok.

if you need help, what's the problem?

ryanf51996684
ryanf51996684Author
Participating Frequently
December 28, 2017

I think it was clear what the problem is.  I quote from my above vent:

"...update the account since Adobe did not have the correct company name on the invoices"

"It would be nice to get an English speaking account manager that can be our new account manager, and will actually work with us to remedy the issues we have.  I do not want to train over a thousand users on a new piece of software."

And of course the customer service aspect is a problem when your sales reps. are telling an international company that Adobe cannot provide customer support.  I am not exaggerating on what she told me. 

Below is how we can fix the problems:

Change the company name on the invoices so that you can get paid and our users can keep working

Better account management tools in the Admin Console to make payments, track, and assign licenses

A localized account rep would be nice.  We have Acrobat Pro, Standard, Creative Cloud All Apps, Illustrator etc...

Better customer service than the individuals I have had to deal with

So can we get this done?  What cant be solved?  How do we work on what cannot be solved?  Who is my new account rep.? 

T
Test Screen Name
Legend
December 28, 2017

So you have volume licenses but you were calling the regular customer support?

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