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Worried about AI Support

New Here ,
May 02, 2023 May 02, 2023

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I would like to know if any of you had a similar experience. 

Yesterday i contacted Adobe using thei virtual assistant, i had to renew my CC cloud subscription because they would double the price. I started talking with it, but it was not understanding exactly what i meant. So, it told me that it will conect me to an agent (a real person i supposed). But, when i started explaining, the answers where a bit odd. It first gave me a price of 25.55. It seemed good pricing. So i said ok. But i added another question: if they had some kind of deal inclunding SUBSTANCE. The answer was, "yes, substance is included in the all apps subscription" i already had. I said it isnt, and them the "person" told me to wait 2 minutes for another agent. So when the second one appeared, he made me a new offer for 36 euros. and never answered me about SUBSTANCE. It seemed a complete machine. Im an AI supporter, and love the capabilities, but this is not good and in the long run, its bad business. I cant even seem to get an email contact to talk to a real person! 

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Community Expert ,
May 02, 2023 May 02, 2023

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@AlexG2023 

 

Here are the current plans and no, Substance is not part of the CC apps; it a separate subscription (use the tabs in the left hand panel for 3D):

https://www.adobe.com/creativecloud/plans.html

 

I have not had those issues with Adobe's help desk, but I have with others. When it happens, I ask for Tier 2 support or a supervisor, but first I ask for the case number and agent's number in case I need it.

 

Jane

 

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Community Expert ,
May 02, 2023 May 02, 2023

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@AlexG2023 

 

first, there are problems with substance 3d education subscriptions due to an ongoing adobe server problem.

 

second, ai in general, and adobe's ai help in particular, are not reliable. ie, for anything involving money, contact a human by typing "agent" in the chat field.

 

third, if you're more interested in reporting a problem (with adobe's ai), this isn't the correct spot.  i'm not sure there is a correct spot, but you can check the channels that adobe does utilize to allow users to communicate with it.

 

 for applicable apps, you can make (some) suggestions to adobe here, https://helpx.adobe.com/ie/x-productkb/global/how-to-user-voice.html

 

for others, use https://www.adobe.com/products/wishform.html

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