Multiple support cases, how can I find the status of my escalation?

[retop69557053]

hmm, i just found this thread by chance and dare to hook up here.
maybe my case is less extreme, but in the essence I made the same experience these days! and i don't know, if I should feel good or bad about not beeing alone !!!

I am from Switzerland and confirm, that adobe is closing tickets as resolved with content saying,TICKETS MAY BE REOPENED. this is the original wording: "Um Ihren Fallverlauf anzuzeigen oder um den Fall erneut zu öffnen, melden Sie sich auf der Seite mit Ihrem Adobe ID-Konto an."

then I took several approaches to reopen my ticket and gave up frustrated and unsuccesful and feeling quite stupid. Later I was told, that in fact it is NOT possible at all !!! NO JOKE!

my first ticket was closed after seven days, because I allegedly did not respond. In fact, I responded 3 times, but the support ticket was suddenly empty without with my replies.

the next ticket's close was partly my mistake, as I replied quite late. but I did reply and the ticket was automatically closed.

now I am on the next ticket. I have replied 48 hours ago. Since then I have the same experience as before. I do not get a reply from adobe, but received already 2 mails, that my feedback is expected and the case would be closed within days !!!

how is this possible Adobe? and how can you justify it?

Um Ihren Fallverlauf   anzuzeigen oder um den Fall erneut zu öffnen, melden Sie sich auf der Seite   mit Ihrem Adobe ID-Konto an. Wenn Sie Probleme bei der Anmeldunghaben, lesen   Sie die FAQs zu Adobe ID und Mitgliedschaft.

[retop69557053]

not that I expected a reply, one had to assume that it is hopeless with this company.

[retop69557053]

phillle1, you can forget about escalating. i just tried to do that - but the adobe support says, it is not possible. So after weeks of automatically closing tickets without feedback, misinformation in eMails ("reopen tickets") and as a professional for weeks without tools on the road ... they tell me, they also offer paid support, would you believe it.
Really, I think people like you and I have only one solution, although they don't care about loosing a few customers.

unbelievable.

[Jeffrey_A_Wright]

Branching to a new discussion.

Retop69557053, sorry that you are having a difficult time using your Adobe apps and services.  Please be aware you are posting in a public discussion forum for an immediate response you are welcome to contact our chat support team at Contact Customer Care .  If you already have an open support case then you can use the process listed in View Adobe Support cases to update any active support cases.

From your recent public posts, it does seem that you have faced a very frustrating experience.  Can you please post the case numbers for each of your interactions with our support team?

[retop69557053]

[retop69557053]

according to Supporter..it is impossible to escalate

[Jeffrey_A_Wright]

Retop69557053, I am showing that case ADB-5426919-Q2C7 is currently escalated and your most recent responses have been recorded.

It does appear you have faced communication difficulties either through a non-responsive chat session or not receiving the e-mail updates for case ADB-5127157-J2H1 and ADB-5297394-H1T7.  You may want to review any installed security software that could be blocking e-mails or causing problems establishing secure chat sessions.

I would recommend you bookmark View Adobe Support cases  and continue working with our support team in case ADB-5426919-Q2C7.  You may need to access the support portal at least once a day to verify you do not miss out on an important update.

Please update this public forum discussion if you continue to face difficulties with the escalation process.

[retop69557053]

thanks Jeff for your input.

but i am sorry, your assumptions are quite wrong.

the supporters have in chat confirmed that there was never a reply to my inputs in the ticket system.

they confirm, that i only receive reminders (they clame a problem in the system; the chat transscripts might prove it. )

yes, I do get all them mails, I have a good management of mails and spam. I did receive all the mails, the supporters sent and the reminders - but of course not emails, that were never sent.

fact is, for nearly a month and several tickets it was always the same:
- got instructions from chat (via e-mail ... yes, recived, no security system to blame)
- replied in ticket system
- only get reminders, that case will be closed if I not respond (what I did, in the first ticket 3 times).
- case gets closed as resolved and mentions I may reopen the case

- reopen the case is not possible (why does it then say so within the e-mail from the ticket system. why does it make customers to waste time and try it? not even a hobby-ticket-system  would claim that, if it is not possible. besides: is it really in the interst of support and customers, not to have the opportunity to reopen tickets and customers having hassles to reopen and start allover again every week, ending up with 6 resolved tickets - what in fact is: one unresolved case.)
- chat again for 30-60 minutes (when I should be with customers)
- get new instructions by mail.

...and all over again

sorry for the open words - it is really the worst experience with a ticket system / support i have ever encountered. and I use them regularily ... overwhelmingly with great service and useful ticket systems.

[Jeffrey_A_Wright]

Retop69557053, sorry to hear that you continue to face a frustrating experience.  Your support case ADB-5426919-Q2C7 is still open and escalated, so there are no additional cases for you to reopen.  Your update from January 22nd is recorded in the escalated case.  Please continue to work directly with our support team so that your errors and concerns can be addressed directly.

[retop69557053]

yes, i know, thanks.

it was more thought of as a general info, how it works for customers of Adobe.

[retop69557053]

I dare to give an update here.

Have not heard from adobe since my last chat contact a week ago (and 9 days since my input).

yes, it seams not like an easy case, as I can't install any adobe programs on my laptop again (besides that no other program or part causes any problems on this computer)

that means another one and a half weeks without tethered shooting (with lightroom) on location (which is my job) and my only solution to get my job done, was to download a test version of capture one.

i renounce of writing my personal judgement about this case (and only present the facts). but may I say, that my patience and understanding will be limited at the point.

[retop69557053]

does it make sense, to update here?

now 13 days since adobe wrote me, they would be back asap with a solution. nothing heard since then.

now for a month without adobe-apps on my laptop, that should be used daily on the road.

adobe really undercuts everthing bad i experienced in software-support for 30 years.

probably the law of monopolies.

and i am supposed to pay for the subscription?

[Jeffrey_A_Wright]

Retop69557053, my apologies for the delay in response.  I reviewed case ADB-5426919-Q2C7 and the last activity was an e-mail sent to you requesting an update if you were still experiencing Error Code P1 this e-mail was sent to you on January 23, 2019.  I am also showing your previous response is recorded on January 20, 2019. 

If you can please respond to the e-mail or use the process listed in View Adobe Support cases to update support case ADB-5426919-Q2C7 with your response.

[retop69557053]

thanks for your time to check.

unfortunately, this is not the state of the ticket i am aware.

i have never received an e-mail on the 23rd of january (no, also not in spam, thats why i am hosting my own mailserver) and nothing of a mail/notice/info is to be seen in the ticket-history.

btw: i was told before, that i should have received an email - and as i proved, that this was not the case, the adobe supporter in chat admitted it.

so: in reality, i am waiting since 2 weeks on any a reply from adobe. nothing heard for 2 weeks - no email received and no post to see in the ticket-history since january 20ths.

an installation fails for any adobe-photo product sind nearly 6 weeks, and since my last input, they promised a 2nd level supporter would look into it - but as i wrote, no reply. and i have provided all requested info and logs.

so what else can i do as a customer?

[Jeffrey_A_Wright]

Retop69557053, I am unsure why you did not receive the e-mail update for your case January 23rd. 2019.  My recommendation would be that you use the process listed in View Adobe Support cases to review and provide any updates to the support case.

[retop69557053]

I have put a comment within the ticket system now, as you recommended.

- last time I figured out with adobe-supperter in chat, it was figured, that the email was not sent at all - i assume the same here.

- for nearly 4 weeks every 2nd day I got an email-reminder, that I have to Reply - I had done that, but instead of a Reply from adobe the ticket was closed.

- now, i am waiting since 2 1/2 weeks for a Reply. alledigdly I should have received an email and should Reply/give an input ….if the ticket was really in this state….why did I not receive a single reminder than for 17 days

the conclusion after 5-6 weeks is easy: really Nothing works within adobe support. Nothing.

[Jeffrey_A_Wright]

Thank you, Retop69557053.  I would recommend you continue to review your support case on http://www.adobe.com/.  It appears you have faced difficulties in the past also receiving e-mail updates from several support cases.

I have requested that Dirk contact you with an update regarding your case, Retop69557053.

[retop69557053]

thank you.

yes, have received mail (if they go out, they arrive)

followed the new instructions, but didn't bring success. not too surprising, as i had tried this out before.

replied to support case and waiting.

[Jeffrey_A_Wright]

Retop69557053, I am sorry but I do not know why you are facing so many difficulties receiving communications from our support team.  An hour before your public forum post I received an e-mail stating we tried contacting you at the phone number on file and received no response.  They have also followed up with another e-mail update.

Please use the process listed in View Adobe Support cases to update your support case with a phone number that you can be contacted and when you will be available to receive our call.

[retop69557053]

yes saw a missed call in my callers-list - during the office hours of the support I am usually shooting on clients premises, so unable to take calls.

as written in the afternoon, i have provided my feedback incl. systeminfo and awaiting new instructions now.

thanks for the info-update

[retop69557053 · Accepted solution]

good evening

was finally able to install the programs again.

i must say i am relieved after this frustrating odyssey since the end of december.

it might have taken even quite some time longer, without the effort of you.

so thanks very much.

nevertheless from customer point of view i really hope, that adobe adjusts its support efforts and ticket-system

all the best

[Jeffrey_A_Wright]

Excellent, thanks for the update, Retop69557053!   Please bookmark View Adobe Support cases in case you need to update your Adobe support cases in the future.

[retop69557053]

@jeff

can you help out again?

i opened a support case in the beginning of october, the ticket was closed then with the promise, that the bug causing the problem (Adobe: "we have double checked it is a bug which will be fixed in the upcoming release") will be solved soon.

this bug prevents me to create any hdr's from 32-bit files - my main retouch business, that i can't fullfill since a few weeks now !!!

(i wondered, how such a big bug is possible in a version 20.xx and my expectation was a quick  hotfix because of the big impact)  - but ok, settled to waiting for the update.

Now, the Photoshop update is here, installed and the problem ist NOT SOLVED. I can't create hdr from 32.bit-files - and this is verified by at least 5 people  I contacted, that tested. 

I still can't fullfil the orders of the publishinghouses i should deliver, they are very sensitive about quality.

And i loos orders !!!
Adobe hotline for my country was the whole day not reachable..is the number valid????

What is left for a customer to do????

Do we really have to accept that?

not my aim to bother you again, but its pure desperation, what Adobe treats customers!!!
help appreciated!!!!!!

[Jeffrey_A_Wright]

I am sorry to hear that you are continuing to face problems utilizing Photoshop CC, Retop69557053.  Your recent discussion on this topic was posted to the correct community at https://community.adobe.com/t5/Photoshop/Photoshop-20-0-7-bug-not-fixed/m-p/10692047#M272370.

I will request that one of my colleagues, that is familiar with Photoshop, review the discussion.  I will also continue to follow both discussions.