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Customer Service and Website design complaint

New Here ,
Feb 23, 2020

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I was on the shop early this morning, checking out the new products, pricing, etc. A few hours later, I returned to the internet to find an email on my phone from Adobe Acrobat mail@mail.adobe.com.

Adobe email.png

Assuming I had left something in a cart on Adobe.com (I'm usually pretty good about emptying those before I leave, but no one's perfect), I browsed over there and signed in (I don't use links in emails unless I really have to for security.) Then I navigated Adobe's already confusingly laid out site to what I was reasonably sure was the store. There was a distinct lack of a 'cart' button. 

After tooling around the site looking for it, I finally searched Google. I searched Google for 45-odd minutes trying every combination of the words "adobe", "shopping", "cart", "checkout", "return", "adobe.com", and I couldn't tell you how many others. Search queries returned product help, for the most part, but nothing remotely close to what I was looking for-I even opened a few links thinking it might be hidden somewhere. I went back to my email, and used the "Buy Now" link to navigate over to what must surely be my 'cart', right? 

If it was, it sucked. There was NO way to remove products from it, take the quantity down to 0, or even back out of the 'cart'. 

Adobe Checkout.jpg

So I think maybe it's just because I'm on mobile, pull my laptop over and repeat all steps from the beginning. Nothing, nada. zilch. I search support articles, not one topic telling me how to get rid of this thing. Over an hour later, I hang my head and search for a way to contact Adobe. No ticketing system, so it's going to have to be chat. A warning: I was pretty fed up by this point, so I curse, use caps, and generally be a b*tch. I'm not proud of it.

 

Today  8:27 AM

Adobe Customer Care Virtual Assistant

Hi. I am the Adobe Customer Care Virtual Assistant. Tell me what you need help with. I'll do my best to understand and find the right person to assist you.

 

empty my f*cking shopping cart

 

Adobe Customer Care Virtual Assistant

I'm still learning. Could you describe the issue differently or tell me your goal?

 

purchase

 

Adobe Customer Care Virtual Assistant

To confirm, you need information about purchasing a product or plan. Is that right?

 

Yes

 

Adobe Customer Care Virtual Assistant

Ok. Connecting you to an agent who can help.

Connecting you with a specialist as soon as possible.

Conversation ended

 

Today  8:42 AM

We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.

 

You are now connected to Jyotsana in Adobe Sales. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

 

store cart

 

Jyotsana

Hello, welcome to Adobe Sales. I'll be happy to help you.

 

i cannot return to a shopping cart

 

Jyotsana

Which program you wish to buy 

 

NONE. That's the problem! I got an email inviting me to finish buying something I was looking at, and I CANNOT FIND HOW TO EMPTY MY STORE CART

 

Jyotsana

I will connect you to customer support to help 

 

WHAT THE F*CK ARE YOOUUUUUU?!

 

Jyotsana

Adobe Sales as mentioned in the beginning 

So stay connected I will connect you to customer support 

Connecting you with a specialist as soon as possible.

 

You are now connected to Anupama, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

 

Anupama

Hello, I'll be happy to assist you. I am from  the billing department, how may I help you?

 

I DON'T NEED BILLING. I CANNOT EMPTY MY PREVIOUS SHOPPING CART

 

Anupama

Try clearing cache and cookies from your browser, it will help you.

 

And how am I to know that worked?

Your store LITERALLY has no shopping cart option, yet sends me a reminder to purchase products in it.

 

Anupama

If you wish to buy any subscription, you can visit this link https://www.adobe.com/creativecloud/plans.html and/or

Ignore the email that invited you to purchase any subscription.

 

THAT'S NOT WHAT I ASKED.

Your catalogue is idiotic

I don't WANT to purchase anything

I don't want to get any more emails reminding me to do so

 

Anupama

Alright.

 

ENTIRE experience has been THE most frustrating I have ever experienced. I have been looking for a solution to this for HOURS.

Transfer me to where I can lodge a complaint

NEVER MIND. I'LL FIND IT MY D*MN SELF

Conversation ended

 

Again, I was a b*tch. But chat was clearly no help (yes, I did clear my cookies and all like she asked). Time to call corporate 1 (800) 833-6687. They're not in on the weekend, because heaven forbid anyone need any support Saturday or Sunday. Scroll back over to the chat window-I'd seen something there about other contact options. 

Adobe contact options.png

FFFFSSSSsssss. I paid $300 back in 2016, I know I have a paid product!!! I click supported products...Adobe Acrobat DC Standard is only covered by chat. -_-

This is my last resort. I know from other complaints on the forum that all I'm likely to get from this is some 'Adobe Community Professional' who is definitely Not An Employee just staunchly defending Adobe's honor and being generally unhelpful. But at least this way, I feel better that someone else out there might see this and save themselves a couple of hours.

 

*Edited because adobe forums has parental controls*

Adobe forum parental controls.jpg

TOPICS
Enhancement

Views

335

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Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more

Customer Service and Website design complaint

New Here ,
Feb 23, 2020

Copy link to clipboard

Copied

I was on the shop early this morning, checking out the new products, pricing, etc. A few hours later, I returned to the internet to find an email on my phone from Adobe Acrobat mail@mail.adobe.com.

Adobe email.png

Assuming I had left something in a cart on Adobe.com (I'm usually pretty good about emptying those before I leave, but no one's perfect), I browsed over there and signed in (I don't use links in emails unless I really have to for security.) Then I navigated Adobe's already confusingly laid out site to what I was reasonably sure was the store. There was a distinct lack of a 'cart' button. 

After tooling around the site looking for it, I finally searched Google. I searched Google for 45-odd minutes trying every combination of the words "adobe", "shopping", "cart", "checkout", "return", "adobe.com", and I couldn't tell you how many others. Search queries returned product help, for the most part, but nothing remotely close to what I was looking for-I even opened a few links thinking it might be hidden somewhere. I went back to my email, and used the "Buy Now" link to navigate over to what must surely be my 'cart', right? 

If it was, it sucked. There was NO way to remove products from it, take the quantity down to 0, or even back out of the 'cart'. 

Adobe Checkout.jpg

So I think maybe it's just because I'm on mobile, pull my laptop over and repeat all steps from the beginning. Nothing, nada. zilch. I search support articles, not one topic telling me how to get rid of this thing. Over an hour later, I hang my head and search for a way to contact Adobe. No ticketing system, so it's going to have to be chat. A warning: I was pretty fed up by this point, so I curse, use caps, and generally be a b*tch. I'm not proud of it.

 

Today  8:27 AM

Adobe Customer Care Virtual Assistant

Hi. I am the Adobe Customer Care Virtual Assistant. Tell me what you need help with. I'll do my best to understand and find the right person to assist you.

 

empty my f*cking shopping cart

 

Adobe Customer Care Virtual Assistant

I'm still learning. Could you describe the issue differently or tell me your goal?

 

purchase

 

Adobe Customer Care Virtual Assistant

To confirm, you need information about purchasing a product or plan. Is that right?

 

Yes

 

Adobe Customer Care Virtual Assistant

Ok. Connecting you to an agent who can help.

Connecting you with a specialist as soon as possible.

Conversation ended

 

Today  8:42 AM

We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.

 

You are now connected to Jyotsana in Adobe Sales. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

 

store cart

 

Jyotsana

Hello, welcome to Adobe Sales. I'll be happy to help you.

 

i cannot return to a shopping cart

 

Jyotsana

Which program you wish to buy 

 

NONE. That's the problem! I got an email inviting me to finish buying something I was looking at, and I CANNOT FIND HOW TO EMPTY MY STORE CART

 

Jyotsana

I will connect you to customer support to help 

 

WHAT THE F*CK ARE YOOUUUUUU?!

 

Jyotsana

Adobe Sales as mentioned in the beginning 

So stay connected I will connect you to customer support 

Connecting you with a specialist as soon as possible.

 

You are now connected to Anupama, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

 

Anupama

Hello, I'll be happy to assist you. I am from  the billing department, how may I help you?

 

I DON'T NEED BILLING. I CANNOT EMPTY MY PREVIOUS SHOPPING CART

 

Anupama

Try clearing cache and cookies from your browser, it will help you.

 

And how am I to know that worked?

Your store LITERALLY has no shopping cart option, yet sends me a reminder to purchase products in it.

 

Anupama

If you wish to buy any subscription, you can visit this link https://www.adobe.com/creativecloud/plans.html and/or

Ignore the email that invited you to purchase any subscription.

 

THAT'S NOT WHAT I ASKED.

Your catalogue is idiotic

I don't WANT to purchase anything

I don't want to get any more emails reminding me to do so

 

Anupama

Alright.

 

ENTIRE experience has been THE most frustrating I have ever experienced. I have been looking for a solution to this for HOURS.

Transfer me to where I can lodge a complaint

NEVER MIND. I'LL FIND IT MY D*MN SELF

Conversation ended

 

Again, I was a b*tch. But chat was clearly no help (yes, I did clear my cookies and all like she asked). Time to call corporate 1 (800) 833-6687. They're not in on the weekend, because heaven forbid anyone need any support Saturday or Sunday. Scroll back over to the chat window-I'd seen something there about other contact options. 

Adobe contact options.png

FFFFSSSSsssss. I paid $300 back in 2016, I know I have a paid product!!! I click supported products...Adobe Acrobat DC Standard is only covered by chat. -_-

This is my last resort. I know from other complaints on the forum that all I'm likely to get from this is some 'Adobe Community Professional' who is definitely Not An Employee just staunchly defending Adobe's honor and being generally unhelpful. But at least this way, I feel better that someone else out there might see this and save themselves a couple of hours.

 

*Edited because adobe forums has parental controls*

Adobe forum parental controls.jpg

TOPICS
Enhancement

Views

336

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Feb 23, 2020 0

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