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Customer Service is non-existent

New Here ,
Aug 11, 2020

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Is there a better way to get in touch with someone at Adobe? I attempted to resolve my issue via chat, but the CSR could not or would not address my questions. I would classify the communication barrier as severe. The CSR was not forming coherent sentences and ultimately told me to just resolve my billing issue by disputing the charges with my bank. What, seriously?

 

I then tried to call in to speak with a CSR, but again there was another severe language barrier. I attempted to explain my situation, but I was unable to understand the CSR's response. In my line of work I regularly and successfully communicate with people from different countries where English was not their first language. I make a point to listen closely and be patient because I know this person is speaking better English than I can speak their native language. Still I was unable to understand the CSR and kindly asked to be escalated. I was put on hold (or mute maybe? there was no hold music...) for around 30 minutes before the call was disconnected on Adobe's end. 

 

What am I doing wrong here? Is there a better way to get in contact with Customer Service?

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Customer Service is non-existent

New Here ,
Aug 11, 2020

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Is there a better way to get in touch with someone at Adobe? I attempted to resolve my issue via chat, but the CSR could not or would not address my questions. I would classify the communication barrier as severe. The CSR was not forming coherent sentences and ultimately told me to just resolve my billing issue by disputing the charges with my bank. What, seriously?

 

I then tried to call in to speak with a CSR, but again there was another severe language barrier. I attempted to explain my situation, but I was unable to understand the CSR's response. In my line of work I regularly and successfully communicate with people from different countries where English was not their first language. I make a point to listen closely and be patient because I know this person is speaking better English than I can speak their native language. Still I was unable to understand the CSR and kindly asked to be escalated. I was put on hold (or mute maybe? there was no hold music...) for around 30 minutes before the call was disconnected on Adobe's end. 

 

What am I doing wrong here? Is there a better way to get in contact with Customer Service?

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Adobe Community Professional ,
Aug 11, 2020

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New Here ,
Aug 11, 2020

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Thank you for the response. I think perhaps you didn't fully read my post. I am not having trouble finding the option to chat with an agent. I am having trouble connecting with someone that can understand me and help. The CSRs that I have chatted with and spoken with simply do not care.

 

Adobe has failed here big time. I have not found a way for me to escalate an issue or even file a complaint. My situation is not unique - there are many examples of other customers receiving terrible support. Adobe DOES NOT CARE about its customers, plain and simple. 

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Adobe Community Professional ,
Aug 12, 2020

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Try Chat again.  You may get a different agent.  Did you type "Agent" in the box?

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David__B LATEST
Adobe Employee ,
Aug 21, 2020

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Hi Tinfeatherphotog,

I looked up the case history and read the transcript of your prior chat with customer service. I'm sorry to see you had a poor experience. I'll see if it is possible to make arrangements to have someone follow up and review what happened. Alternatively, as Bob suggests sometimes working with a different agent does help.

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