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ABODE HAS THE WORST CUSTOMER SERVICE ON THIS SIDE OF THE PLANET

New Here ,
Jan 04, 2017

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I seriously hope there stock goes down.

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Correct answer by John T Smith | Most Valuable Participant

I do not find a single message from you in a program forum stephenr61211300

When you have a problem with a program, you need to post in that forum

-Here is the list of all Adobe forums... https://forums.adobe.com/welcome

When you do ask a question in the correct forum, you need to provide information so someone may help

-Forum quick start https://forums.adobe.com/docs/DOC-5601

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ABODE HAS THE WORST CUSTOMER SERVICE ON THIS SIDE OF THE PLANET

New Here ,
Jan 04, 2017

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I seriously hope there stock goes down.

Most Valuable Participant
Correct answer by John T Smith | Most Valuable Participant

I do not find a single message from you in a program forum stephenr61211300

When you have a problem with a program, you need to post in that forum

-Here is the list of all Adobe forums... https://forums.adobe.com/welcome

When you do ask a question in the correct forum, you need to provide information so someone may help

-Forum quick start https://forums.adobe.com/docs/DOC-5601

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Jan 04, 2017 0
Most Valuable Participant ,
Jan 04, 2017

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I do not find a single message from you in a program forum stephenr61211300

When you have a problem with a program, you need to post in that forum

-Here is the list of all Adobe forums... https://forums.adobe.com/welcome

When you do ask a question in the correct forum, you need to provide information so someone may help

-Forum quick start https://forums.adobe.com/docs/DOC-5601

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Jan 04, 2017 0
Community Beginner ,
Feb 25, 2017

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I just had the same experience. Sat on chat hold for 26 minutes only to be transferred to another department. Then received no support whatsoever and was told that updates are no longer valid for CS5. I just loaded the suite to a new computer and it keeps crashing, so first troubleshooting step, upgrade, right? Sure, unless you find out that your product is no longer on their radar.

Never received notice from Adobe about this. I mean, that's it? Just cut off cold. It was updating just fine about 4-6 months ago. Totally disappointed.

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Feb 25, 2017 0
New Here ,
Feb 27, 2017

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Me too!!!  I just finally gave up on chat support.  Transferred around and left hanging.  States give me two minutes and after 10 I ask where they are.  They are rude and flippant and absolutely of no help.  He cut the chat off when I asked why I was left hanging for ten minutes.  Adobe needs to get this fixed and help those of use that are paying  monthly for their products.

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Feb 27, 2017 1
Adobe Employee ,
Mar 01, 2017

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Hi hoffman50,

Case # 0221297508 stands unresolved as the chat got disconnected, please let us know if any further assistance is required, we can always follow up.

Thanks

Rajashree

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Mar 01, 2017 0
New Here ,
Apr 11, 2020

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Me too. On hold for 35 minutes just to end a monthly subscription. Online service out of work... Always the same. Not answering what you ask for. Put you on hold waiting for a "specialist". Why can´t you just do it? I can only deal with billing issues. We want to give you a nice offer... I feel imprisoned - Adobe! monopoly with such a bad customer service and such state of the art products. Where is capitalism? Free competion? Full information for everyone. This is the total opposite. Adobe - why!!!!

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Apr 11, 2020 0
New Here ,
Feb 28, 2017

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WORST CUSTOMER SERVICE EVER!!!! Adobe just charged my card $600 after I told them my employer was going to pay for my Adobe account. They charged my personal account and in then unapologetically told me it was my fault. THE ABSOLUTE WORST EXPERIENCE I'VE EVER HAD IN DEALING WITH ANY COMPANY!!!!!!

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Feb 28, 2017 2
Adobe Employee ,
Mar 01, 2017

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Hi BihkuCreative,

The order placed on 28 Feb 2017 is under the 14 days of refund policy, I can get this order canceled & refunded, you can do it yourself as mentioned here Cancel your Creative Cloud membership

Please let me if I should proceed.

Regards

Rajashree

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Mar 01, 2017 1
Community Beginner ,
Mar 15, 2017

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I believe they are committing fraud and I'm going to report it.

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Mar 15, 2017 0
Community Beginner ,
Mar 05, 2017

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its is the worst. you should be fired. Live help is crap and the turials have no real answers for troubleshooting... i don't a day to wait for your answer!

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Mar 05, 2017 2
Most Valuable Participant ,
Mar 05, 2017

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Anthony, Kira: if you explained your problems in detail we might be able to help you. Just venting isn't very useful.

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Mar 05, 2017 1
Community Beginner ,
Mar 05, 2017

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I explained my problem very carefully in live chat.

The point is, there should be no live chat if only forums are where you have to shift through to look for answers ( IF even those can get answered in a timely fashion) I should not have to search through GOOGLE to get the answer (which I did), when the service that I paid for has a staff that should be capable enough to answer the questions any consumer has troubleshooting issues that need answers sooner than "maybe" later. Like how two hours after finding the answer out on my own...I see your venting response.

Maybe they should hire you guys as the actually staff for live chat and calls. You guys seem very quick to defend Adobe on our offensive statements and searching for whether a forum post was made or not.

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Mar 05, 2017 1
Most Valuable Participant ,
Mar 06, 2017

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Kira, you may have explained your problem in full detail in live chat but not here. People trying to help here have no way of knowing what you talked with chat, and are not responsible for what chat employees say to customers. In fact, several of us have complained because they very frequently send customers to look for help in these forums instead of providing it themselves. Unfortunately, we are mostly fellow users and cannot do more.

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Mar 06, 2017 0
Explorer ,
Jan 12, 2017

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Just spent over 1 hour in Chat only to get transferred 5 times and got no information. Finally they transferred me from Tech Support to someone else and they just stopped and sent me to the forums. I have to agree this is the WORST company I have ever tried to deal with and their customer support is awful. East Indians, not Americans and they expect me to take out a subscription for CC.... no change in hell.

Now I am stuck with an old MAC that is dying and can't figure out how to transfer my CS5 to the new one because it only allows one MAC at a time. If I try to use migration assistant the software is inoperative. I HATE ADOBE.

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Jan 12, 2017 4
Most Valuable Participant ,
Jan 12, 2017

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All Adobe software allows TWO activations, so you do not have to deactivate on your old computer to install on a new one

You install programs exactly the same way you did the 1st time... put your disc in the drive and enter your serial number when asked

.

Download & Install instructions https://forums.adobe.com/thread/2003339

-kglad links in reply #1 here https://forums.adobe.com/thread/2260248 will help

-you will need to enter your original serial number during install for non-Cloud programs

Of course, your 6+ year old CS5 may not install/run on a new Mac

For Mac El Capitan or the newer Sierra operating system read below

Owners of old programs simply have problems with Mac El Capitan/Sierra... none of which is Adobe's fault... Adobe did not change your old program to make it stop working... Apple changed their operating system and THAT is why your old programs won't work, not because of anything Adobe did... Also... every time Apple issues an update, there is the risk that an old program that HAS been working will STOP working... bottom line, old programs require a matching old operating system

CS6 and earlier programs have not been tested and will not be updated for Mac El Capitan/Sierra

-which means that you try to use CS6 and earlier at YOUR risk of having problems

-https://helpx.adobe.com/creative-cloud/kb/install-creative-suite-mac-os-sierra.html

Install CS5 on Mac 10.11 https://forums.adobe.com/thread/2003455 may help (also for other than CS5)

-Java https://helpx.adobe.com/dreamweaver/kb/dreamweaver-java-se-6-runtime.html may help

-also a TEMPORARY security change https://forums.adobe.com/thread/2039319

-Gatekeeper change does NOT work with Sierra https://forums.adobe.com/thread/2212384

When you have a non-functioning computer and can't deactivate a serial number

Be sure to ONLY ask for activation support to adjust your activation count

Serial number and activation support (non-Cloud) https://forums.adobe.com/thread/2041990

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Jan 12, 2017 3
Explorer ,
Jan 16, 2017

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You are wrong - I cannot even migrate my Premere Elements 13 to my new MAC - it simple won't work properly. I also have CS5 running on an old MAC.

So my guess is you are from ADOBE - right? If so, then tell me why Adobe has complete cut off support for all products except CC. I wrote that I found other software that works probably as well as Photoshop and Dreamweaver, some for free and one that cost $49.00 and is wonderful. Yet you won't show that on this forum Why? since you don't support the software that I purchase legally any longer and you have cut me off from migrating it. I can't even re-register my Elements 13 again so I guess that is another piece of useless software that I can uninstall.

Again - I have been through all your links and still am unable to even load my CS5 and cannot load Dreamweaver CS6 which I purchased the upgrade for. So tell me again how great ADOBE is?

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Jan 16, 2017 1
Explorer ,
Jan 16, 2017

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Again I'm going to take exception with your comment about Apple. Apple specifically has and open door for developers. Adobe just isn't interested in helping out customers is the bottom line. They are more interested in us renting software from them even though we use it occasionally and it would be a waste of money.

My 2010 MAC is running Sierra just fine and it still brings up CS4 and Dreamweaver CS6 so I don't get where you come off blaming Apple for your support and customer relation problems.

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Jan 16, 2017 0
Explorer ,
Feb 27, 2017

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Did all that. Didn't work. So the result of the CS6 was a Chat session for 1hour 47 minutes after which they cut me off and invalidated my license stating it was pirated software, even though I sent them pictures of the box and explained everything numerous times. Now I went to install my CS5, which has a 2 activation license, and it failed even though it's only been installed ONE SINGLE TIME. Seriously, I am so finished with Adobe and it's poor customer service and support. They are the worst of the worst. I would never "rent" software from anyone. It's economical and it's poor service.

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Feb 27, 2017 1
Community Beginner ,
Mar 15, 2017

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I agree with you 100%!!

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Mar 15, 2017 0
New Here ,
Jan 15, 2017

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John

Thanks for this post.

I was just asked to reply to a survey about customer service. My response was how to ask a question? I will flow your links and see. Help me with my question in a form no respond in after 18 hours. Yes, I know it takes time.

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Jan 15, 2017 0
New Here ,
Jan 21, 2017

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I've been trying for several days to exit Adobe Loop Hell. I pay $15 a month for a pdf service, but I can't get out of the trial account that has expired. I called an 800 number I managed to find, but no one called me back as promised. I can't find a chat or email. I managed to find a page addressing this problem and followed the suggestions. They didn't work. Now I can't find that page. I'll have to go through my credit card company to cancel my account if I can't get some help. I hope this posts, because my previous effort to post was denied!

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Jan 21, 2017 1
New Here ,
Jan 21, 2017

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Update. Mea Culpa. I was using the wrong email address to sign in. A fellow named Ramisetty figured it out in a chat. Getting old is a bitch.

I've been trying for several days to exit Adobe Loop Hell. I pay $15 a month for a pdf service, but I can't get out of the trial account that has expired. I called an 800 number I managed to find, but no one called me back as promised. I can't find a chat or email. I managed to find a page addressing this problem and followed the suggestions. They didn't work. Now I can't find that page. I'll have to go through my credit card company to cancel my account if I can't get some help. I hope this posts, because my previous effort to post was denied!

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Jan 21, 2017 1
Community Beginner ,
Mar 15, 2017

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Terry, I'm having the same problem. They are charging me and I didn't authorize it. They want to charge me 50% of a year's subscription (which I didn't sign up for!) to cancel. The nerve! I'm so upset that they don't just acknowledge it is wrong and cancel. I kept getting "offers" it kept getting better. The best offer I could have gotten was to realize the wrong and correct it. Never again, never again.

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Mar 15, 2017 0
New Here ,
Feb 22, 2017

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I think you are being unfair.

Can you really be sure what

side of the planet support is

on? Just had a bad experience

myself.Never got transferred up,

then I find out there is no phone

number to call.I really think a phone

conversation might have helped. I

just dont understand how after 50min

of chatting I dont feel any better at all.

You would think with all the people

stealing their software, they would be

more helpful to the ones that are paying.

**yes, I am a first time complainer and

  more than likely, a last time customer**

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Feb 22, 2017 1
Explorer ,
Mar 06, 2017

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There is a phone number because I actually talked to someone. Just can't find it again. ADOBE is run by East Indians and their support is mostly all East Indian. They are rude, and all they want is for you to get frustrated and go away. Or they tell you they will give you a discount for CC. Rent software? NEVER. I want it in my hands so that I can reload in cases like mine when the computer fully fails after two weeks.

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Mar 06, 2017 0
Adobe Community Professional ,
Mar 06, 2017

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I understand the complaints about India-based customer support. I've heard enough stories about it to completely get that frustration.

I don't understand this part though:

Meteorlady1  wrote

Rent software? NEVER. I want it in my hands so that I can reload in cases like mine when the computer fully fails after two weeks.

You can download the software and install it on any machine at any time with the CC model.

It's actually a lot easier to recover if you have a machine go down since you can get your software up and going without having to dig out discs and serial numbers. Plus, you can have some preferences, libraries, etc. sync automatically.

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Mar 06, 2017 0
Explorer ,
Mar 06, 2017

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So I would want to pay Adobe for CC and rent their software when I use two programs and I use them infrequently? How stupid do you believe I am? I guess I should just over look the  fact that they would not let me do the second installation for my CS6 which it was licensed for after spending 1 hour 27 minutes in Chat and getting directed back to the same site I was on at the beginning?

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Mar 06, 2017 0
Adobe Community Professional ,
Mar 06, 2017

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There is a phone number to call & it's not hard to find.  It's even toll free.  Say please and I'll tell you how, first time complainer.

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Mar 06, 2017 0