Customer support representative asked uncomfortable personal question during virtual support

[Ellen O]

During virtual support to fix issues with Creative Cloud on my Mackbook Pro desktop, I was asked personal questions that I felt uncomfortable and would like to share the experience. I had an issue with versions Adobe Creative Cloud and Mac iOS and I called customer support with my cell phone. After many minutes of wait, I finally got contact with a representative who asked me for screen share because it was more technical issues that need to look into my computer. I need to fix the issue right away because I was paying 2 months of subscription without access to Creative Cloud and could not fixe the issue by myself. Eventually, I shared the screen for the representative to conduct virtual support and representative downloaded a few patch files to my desktop that took about 15-20 minutes. During that time the support representative asked which city I am located and what the weather is like. I do not prefer to get ask beyond the service but it is not a big deal so I answered. Then the representative asked what is my ethnicity is and further asked more questions specifically mentioning nationalities. I felt uncomfortable and weird because it is not relevant to the Adobe Creative Cloud service and mentioning specific countries and ethnicity feel inappropriate. Furthermore, I felt like the support representative was leveraging the virtual support opportunity to look into my personal information. This is why I did not want to do virtual support in the first place but I did not have an option. It was an uncomfortable experience and would like to hear from @Adobe community about what they think and how can I reach out to Adobe for further explanation.

[Ned Murphy]

If you have an aversion to virtual support in the first place for the reason you say you do, you should have stopped the person as soon as they started getting off topic - you have no requirement to participate and every right to say so.  If someone is asking you for information that you feel is inappropriate, tell them so.  If the information they are asking for is offensively inappropriate, ask to speak with their supervisor.

[Ellen O]

Thank you for helpful advice and I'll keep in mind.

[Peru Bob]

Are you positive that the number you called was the real number for Adobe Support and not a fake support number?

[Ellen O]

I called this number: (800) 833-6687. The issue was resolved so  I believe it was the right number. Given the size and usage of @Adobe software, customer support needs much more improvement...

[Daniel E Lane]

I can understand the weather question and all of that since it's just a generic time filler question when they are waiting for something. But beyond that with the ethnicity questions and so forth, he crossed a line and should be reprimanded for it. Did you happen to get their name or an incident number or anything to specific about this support incident? Possibly an email after the fact? If so, you could escalate the issue to the higher-ups in support so they will at least know what kind of person they have doing support for them.

[Ellen O]

Thank you and I agree with your thoughts. Further, I think there should be more detailed training on customer support staffs on what and what not to do. I did not take an action at the moment but at the end of call and screen sharing, I downloaded and saved chat information with staffs ID. Afterall, I feel like I should have contact via chatbot where you have all conversation saved. I am going to take action to bring higher up. Thanks!

[Rajashree Bhattacharya]

Hi,

I have PMed you, please check & respond.

Thanks

Rajashree