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CEO Shantanu Narayen needs to resign if service standards are not resolved!

New Here ,
Aug 19, 2017 Aug 19, 2017

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Hi

I had an issue with Creative cloud which has not been resolved till today.

This case is also linked to a previous case number 0189101114 handled by a Deependra Y. He was my first point of contact and it all went downhill from there.

I related my issue of not being able to download and install updates through Creative cloud on my desktop and he proceeded to troubleshoot remotely through Bomgar. He then went on to try to uninstall all Adobe programs and tried reinstalling without any success. He tried it a few times, and by then I told him to stop and reinstall my Programmes only and forget about Creative cloud as itwas visibly still problematic, but he said he doesn't want to do that.(yes his exact words) I also told him that it was lunch time and he said I could reconnect again, but I asked again that he reinstalled my Programmes. As I have a busy schedule that day, I left the comp. when I came back he was not online any more and I somehow reconnected with Deependra again soon after. This time, he went all out to try many questionable things on my comp. he asked me what program one was on my comp. I said no idea and he proceeded to delete it.( isn'tit protocol to ask customers permission to delete before deleting? The "no idea" comment was not an approval) that Programme incidentally is an important component for me to make submissions to the government for architectural projects. He then started to fiddle with my system config and kept restarting my computer to a point when my internet suddenly went off and I could no connect back to Deependra. I could not access the internet as well! Deependra was on my computer for a good 3 hours and made me lose my internet subsequently. I then had to call in a third party computer technician and paid $69 for him to come down. On TOP of that, asI do not have any adobe Programmes available on my computer anymore, I had to purchase an Adobe Master collection from this same person at $899. I then found out from this technician that he had disabled ALL my Microsoft functions, including the internet functions. If he was well trained, he wouldn't have done that and lost connection with me and made me pay that $69 for nothing. Had Deependra Y listened to me and stopped troubleshooting, nothing like this would have happened. I reconnected to Deependra again and I related this incident to him and asked him for a compensation. He said he has escalated this incident to higher management and casually apologised for what happened. He said that his senior will call in 24-48 hours. No one came back to me. I had to make an overseas call to the US to your hotline to get someone to reply me. I was passed around from one call centre to another and had to repeat myself umpteen times what has happened.

This is not over yet. I am not happy with your proposed settlement and I would still appreciate a full compensation of my Adobe master collection. And please, Do NOT cancel my Creative cloud subscription because it is still working fine on my other device using it!

In this case number, I was passed from Rohit, to Gurmeet, and was promised that I will receive a call again in 72 hours which didnot happen

I called again to your hotline and was handled by Mono and finally Kumar who said that my refund is approved and will be seeing the value refunded in a few days.

I then receive this email saying my refund of $899 is not approved.

I am utterly disappointed with your service.

Let me know what is your next course of action pls so that I can know what I should do next.

I do not need and certainly did not lose the serial number of my master collection. Why are you people thinking that? I already bought a standalone license because of the mess that This Deependra made.

Refund me $899! That's all!

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correct answers 1 Correct answer

Adobe Employee , Aug 21, 2017 Aug 21, 2017

Hi Jonathanp,

We're so sorry about this frustrating experience and for closing out your cases without a resolution. This is definitely not the experience we want to provide. We'd like to setup a callback for you with one of our most advanced senior agents. Can you please reply to the email I sent yesterday? We can help work on getting Creative Cloud back up and running for you ASAP.

Thanks,

Scott, Adobe Customer Care

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Community Expert ,
Aug 19, 2017 Aug 19, 2017

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these are user-to-user forums.  you can google adobe's corp address etc.

[moved from Downloading, Installing, Setting Up to Adobe Creative Cloud]

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Community Expert ,
Mar 02, 2023 Mar 02, 2023

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freedom of speech has limits, and while elsewhere you can spout useless nonsense, here it's removed.

 

if you have a case to make about adobe's ceo, make it cogently.

 

locked.

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Adobe Employee ,
Aug 21, 2017 Aug 21, 2017

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Hi Jonathanp,

We're so sorry about this frustrating experience and for closing out your cases without a resolution. This is definitely not the experience we want to provide. We'd like to setup a callback for you with one of our most advanced senior agents. Can you please reply to the email I sent yesterday? We can help work on getting Creative Cloud back up and running for you ASAP.

Thanks,

Scott, Adobe Customer Care

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