Slow access to Adobe services (Poor Creative Cloud Tech Support)

[cortlandd]

I recently had an extremely frustrating and expensive situation dealing with Adobe technical support trying to resolve an issue with Creative Cloud app updates stalling in the Creative Cloud application. The downloads would start and then quickly stall and eventually time out. No problems with downloads from other Adobe sources or with any other apps or companies.

Here are the issues I encountered with Adobe Tech Support.

 • Agents that do not listen.

 • Repeatedly answering the same questions or providing the same information because of the above issue.

 • Agents making repeated outlandish requests, to go out and buy a new cellphone with a new service provider to do a single troubleshooting step.

 • Was asked to be available with my computer for 24-48 hours waiting on a return call from a senior agent.

 • Arrogant and condescending senior agents.

 • Senior agents claimimg 100 mbps internet service is too slow to do update downloads.

 • Senior agents that do no troubleshooting and do not ask or listen to you describe the problem.

 • Senior agents adamantly refusing to take responsibility and blaming another party for the problem.

 • Wasted time repeating the same trouble shooting steps and solutions over and over.

 • Wasted time waiting for promised phone calls.

It took almost two days of my time to dealing with multiple people at Adobe to figure out what the problem was. The Creative Cloud app and only that app was causing a problem with software at my ISP. Luckily because I live in a rural area I have a smaller ISP who is great to work with we were able to quickly pinpoint the problem.

The problem was a conflict between the Creative Cloud app and the DDOS program RioRey my ISP was using. The Creative Cloud app was the only one with a conflict, everything else worked fine, yet it wasn't Adobe's fault in any way.

This isn't my first tech support problem, I have a decent amount of professional experience providing tech support for Adobe and Apple products. I understand software conflicts and realize both parties are usually at fault. In this situation when your app is the only one having a problem and no others are, you have to step up and take some responsibility. Instead of taking any responsibility or offering any help in finding the  conflict Adobe senior tech support said, “Not our problem.”

Adobe did send emails with links to tech support articles suggesting steps that had already been taken. They did not send links to any of the articles that would have helped my ISP identify the problem or the list of Adobe servers so my ISP could white list them. I found those and sent them to my ISP.

After it was all done and I expressed my concerns to Adobe customer support they did lower my Creative Cloud monthly fees for one year. Which lessens the pain of all the wasted hours and lost productivity.

[kglad]

are all the problems now resolved?

[cortlandd]

Yes, I wanted others to be aware of the issues with Adobe and to have an idea of where to start with their ISPs when Adobe refuses to take any responsibility.

[kglad]

understood, and thank you for the info.

[Jeffrey_A_Wright]

Cortlandd, thank you very much for sharing your story. I would encourage you to also update your active support case ADB-29847350-J4L5 by using the steps listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html.

You may want to consider referencing the URL of this discussion as part of your response. The case will automatically close soon if no additional response is received.

For future viewers of this discussion, a list of the servers and ports utilized by Adobe services can be found at https://helpx.adobe.com/enterprise/kb/network-endpoints.html Please use this as a reference if you need to have similar discussions with your Internet service provider. The document is reviewed and updated at regular intervals.

You can also find information at https://helpx.adobe.com/download-install/kb/unable-to-reach-adobe-servers.html and https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html for additional troubleshooting steps you can implement to resolve slow connection or connection errors.

Cortlandd, thank you again for sharing your story and your patience and dedication to resolving this error. Anyone else using the same Internet Service Provider is also benefiting from your hard work and persistence while using Adobe services.

[cortlandd]

I called and had all this added to the case then closed it just before posting this. I will also do as you suggest.

[cortlandd]

Unfortunately the link you provided to give feedback to goes to a 404 page.

[Jeffrey_A_Wright]

A dot got stuck in the URL; sorry, Cortlandd. Here is the URL https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html and I will update the post above.

[cortlandd]

Adobe, this post is about the poor technical support I received on my Creative Cloud problem and is intended to let others know what they may encounter when calling or chatting with Adobe tech support. It is not intended to be a request for help or a solution to a problem. It is frustrating to have this post moved then retitled in what appears to be an attempt to bury it.

[kglad]

where did you originally post your message?

[cortlandd]

In Creative Cloud.

[cortlandd]

Follow up. It took three contacts with Adobe to close this ticket and it still isn't closed. according to Support History.

The first was a phone call, instead of closing this ticket like I requested they created a new one, closed it and left this open. The second was in Support History which I accessed from the link here.

The third time was another phone call last night where I asked to speak to a senior tech support agent. I was expecting to leave my contact info and get a call at a scheduled time like in the past. Instead I was put on hold while they looked for a supervisor. They came back about five minutes later and said none were available and one would call me in 30 minutes. Two hours later at about 11:15 pm I get a call from Adobe. As usual they do not listen and they start telling me what is going to happen which has nothing to do with what I asked them to do. I explained at least three timesI wanted the case closed. They told me they were going to do that. 12 hours later and it still shows as open in my support history.

[kglad]

<moved from download&install>