Worst service ever - no callback as promised

Report · Nov 04, 2013

On Sat night I had a problem with After Effects 12.1 update via the Creative Cloud. It created an error message on launch about ray-tracing is only available with Nvidia GPU's. I contacted help with the chat with an agent option in the Downloads and Installs section. I was searching for a way to resolve the issue, or rollback After Effects.

I chatted with agent Dilip and his manager Akbar, and neither was able to help me.

When charring with lead agent Akbar I was promised a callback by a team that could help me Monday morning at 9AM to help resolve the issue.

It's now Monday... at 11:55AM... still no call. I'm also waiting through the chat with an agent queue since 11:20AM to try and get some help.

This is the WORST service I have ever recieved! I even confirmed the callback time and callback number explicitely in my chat with Akbar.

This is totally outrageous! Obviously Adobe does not care one bit about its users anymore, and destroys any faith I had in the Creative Cloud structure.

Report · Nov 04, 2013

Hi,

Do you have the case number that hopefully they issued to track your problem? I want to forward it on for investigation on the lack of follow-up.

As Todd K. replied in your other thread concerning the new information dialog, 12.1 added this message, but the functionality hasn't change from 12.0 to 12.1 concering ray trace hardware acceleration. (http://forums.adobe.com/thread/1328273)

regards,

steve

Report · Nov 05, 2013

I just looked at my chat transcript and no case number was ever given to me. Even though I explecitely requested Akbar to confirm the time and number to contact me. I have a saved transcript that I sent to my email for reference, and a saved PDF version. I will message you privately to copy and paste the transcript.