After 25 years - I'm done with Adobe

[swilson11]

After 25 years of using Adobe, I've had enough.  And it has nothing to do with the product.

It's all about the awful online support when you need it.  Absolutely awful.

[Nancy OShea]

Can you please elaborate on what you mean exactly?  By online help are you talking about these user-to-user community forums or the online help documents or the online chat with Adobe Customer Care or something else?  It would help us to know more about what you're unhappy about so we can pass it to concerned Adobe staff.

[swilson11]

Sure Nancy - I’ll be brief though…

I’ve been using Adobe products for 25 years or more. And stuck with Adobe when they transitioned to subscription based sales. A few days ago I called Adobe to ask a few questions about how to set up my wife with a Creative Cloud account. That first voice call was helpful. No issue yet.

Today I got on a chat instead. And was told that everyone in the household has to have their own Adobe subscription. And that if I decided to cancel my own I would get a financial penalty which was unspecified. I felt like I was being accused of ripping off Adobe and bullied into getting more subscriptions.

Also, during that message they ran me through a process to download the Adobe Creative Cloud for me. Which is not what I wanted. Then they put me on hold and I was disconnected. It felt like they were trying to get me to increase my subscription which is not what I wanted. But this isn’t really my main problem.

So, I logged on with someone else. And asked to have my account closed. They offered a free 3 months which I declined. I asked them how I could make a complaint to Adobe. And they said there would be a survey link in the cancellation email. There was none. They then said I would get the survey link when we closed the conversation. That never happened either.

Also, when you start these conversations, sometimes no one ever shows up. Or they just disappear never to return. At one point today a person said they needed to transfer me to someone else, I was put on hold, 20 minutes later I hung up.

The communication is the pits. But the main thing, is just feeling like there is zero loyalty as a long time customer. Plus, outsourcing all your service jobs overseas doesn’t sit well with me.

Anyway that’s it. Have a good one.

Steve

[Rozita89]

This is really depressing to read. I was looking at going for the whole CC because I've had it with Reallusion's animation software. It crashes so often that it is unusable.

[Nancy OShea]

Rozita89  wrote

This is really depressing to read. I was looking at going for the whole CC because I've had it with Reallusion's animation software. It crashes so often that it is unusable.

The OP has only ever needed customer care 1 time in 25 years?  That's amazing!

Unfortunately on this occasion he got an inexperienced agent on a particularly bad day when the whole system was being slammed with customer inquiries.  When you consider that Creative Cloud has over 150 15 million subscribers, it's perfectly understandable that the help desk gets overwhelmed at times.

I've been a product user for 20+ years.  If I don't get a chat agent right away, I go away and come back later when it's less busy.   And my experiences with Adobe customer care have always been positive.   So take the OP's experience with a grain of salt.   An exception doesn't prove the rule.

[Abambo]

...and just to add: people come here, when they have a problem or they want to complain. Rarely someone posts here that all went smooth, that he contacted Customer Care and that he got great help and that the software rocks...

So: most of the users never use Customer Care, because they do not need to and never come to the fora, because they solve their little problems on their own or with the help of someone like Nancy OShea​, without passing via the fora...

And sorry about Steve, I suppose that the fora could have helped.

[John Waller]

When you consider that Creative Cloud has over 150 million subscribers

You mean 15 million, Nancy? I think 150 million is beyond even Adobe's longest range forecasts.

[Nancy OShea]

Yes I think I got carried away by all those zeros.... At any rate,  15 million subscribers is nothing to sneeze at.