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Your Tech support is hopeless

New Here ,
Mar 08, 2020

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PS i had been wait 30 minutes to this point
 
Today  9:29 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.
 
Good Morning,
 
Adobe Customer Care Virtual Assistant
 

 

Hello. How can I help you?
 
My adobe ID is [mail address removed by moderator], I have 2 problems I needed to download Photoshop and some of the other apps use. I am now being told that I need to BUY those products at the end of the free trial. I have been paying for those products for a number of years. Please activate those products as i am currently paying for them. If i need to break my current arrangement please arrange for the payments to cease as off today.
 
Adobe Customer Care Virtual Assistant
 

 

I want to make sure I understand clearly. Which of these categories best describes your issue?
Understand charges or invoice
Reinstall a product or fix a trial error
Help buying a product or plan
Something else
 
Reinstall a product or fix a trial error
 
Adobe Customer Care Virtual Assistant
 

 

Ok. Connecting you to an agent who can help.
 
 
Connecting you with a specialist as soon as possible.
 
The other issue is I no longer have access to my xtra email address i would like to change the email address for my adobe ID to [mail address removed by moderator]
 
 
Sorry for the delay. We’re busier than expected. Thank you for your patience.
 
Hello
 
 
You are now connected to Paritosh, 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.
 
Paritosh
 

 

Hello Tony, I'll be happy to assist you with your account. As I have checked under your this account [mail address removed by moderator] there is no subscription available.
Under this account [mail address removed by moderator] there is a subscription of Photography plan (20GB) available.
 
yes......... i recently reinstalled photoshop and it's asking me that i need to provide payment details or the trial period will end
the same applies to lightroom
it doesn't seem to recognise that i have been paying monthly for a long time
 
Paritosh
 

 

It sounds like you need help solving a technical issue. Let me transfer you to a technical support agent who can assist you.
 
 
Connecting you with a specialist as soon as possible.
 
excuse me i have been waiting for over an hour
i explained this in detail to the computer
 
 
You are now connected to NIKHIL H, 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.
 
I have similar apps with apple like finalcut pro....... the app store recognises i have paid for it and let me download it without question
 
NIKHIL H
 

 

Hello. I’ll be happy to assist you in buy now issue you are facing with Lightroom and photoshop application. Please click on apple icon > about this mac and help me with version of operating system you are using.
 
Hardware Overview:

Model Name: iMac
Model Identifier: iMac19,1
Processor Name: 6-Core Intel Core i5
Processor Speed: 3 GHz
Number of Processors: 1
Total Number of Cores: 6
L2 Cache (per Core): 256 KB
L3 Cache: 9 MB
Memory: 8 GB
Boot ROM Version: 1037.80.34.0.0
SMC Version (system): 2.46f12
Serial Number (system): C02ZK18DJV3N
Hardware UUID: 3E6A5118-EF54-55AF-BCD5-34692AD08964
 
NIKHIL H
 

 

Thank you for the information. Please check there will be a version mentioned example 10.14.6 or any other. Please help me with that.
 
10.15.03 and it says it is up to date
seriously this is an issue with your web site.... my machine is only 6 mths old
 
NIKHIL H
 

 

Please help me with mail address with which you have active plan.
 
you have my credit card details all you need to do is activate the plan
when i logging it says my ID is [mail address removed by moderator]
 
NIKHIL H
 

 

I am from technical department. Please allow me a moment to connect you with accounts team.
 
 
Connecting you with a specialist as soon as possible.
 
I have been trying to change ....... i was already talking to the accounts team
this has been 2 hours now
Sent 11:03 AM 
It's now 11.16 am
 

[Moderator] 

[personal information removed per policy -  

https://community.adobe.com/t5/adobe-community-professionals/email-signatures-and-personal-informati... 

[This is a public forum, not Adobe support, please do not post personal information] 

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Your Tech support is hopeless

New Here ,
Mar 08, 2020

Copy link to clipboard

Copied

PS i had been wait 30 minutes to this point
 
Today  9:29 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.
 
Good Morning,
 
Adobe Customer Care Virtual Assistant
 

 

Hello. How can I help you?
 
My adobe ID is [mail address removed by moderator], I have 2 problems I needed to download Photoshop and some of the other apps use. I am now being told that I need to BUY those products at the end of the free trial. I have been paying for those products for a number of years. Please activate those products as i am currently paying for them. If i need to break my current arrangement please arrange for the payments to cease as off today.
 
Adobe Customer Care Virtual Assistant
 

 

I want to make sure I understand clearly. Which of these categories best describes your issue?
Understand charges or invoice
Reinstall a product or fix a trial error
Help buying a product or plan
Something else
 
Reinstall a product or fix a trial error
 
Adobe Customer Care Virtual Assistant
 

 

Ok. Connecting you to an agent who can help.
 
 
Connecting you with a specialist as soon as possible.
 
The other issue is I no longer have access to my xtra email address i would like to change the email address for my adobe ID to [mail address removed by moderator]
 
 
Sorry for the delay. We’re busier than expected. Thank you for your patience.
 
Hello
 
 
You are now connected to Paritosh, 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.
 
Paritosh
 

 

Hello Tony, I'll be happy to assist you with your account. As I have checked under your this account [mail address removed by moderator] there is no subscription available.
Under this account [mail address removed by moderator] there is a subscription of Photography plan (20GB) available.
 
yes......... i recently reinstalled photoshop and it's asking me that i need to provide payment details or the trial period will end
the same applies to lightroom
it doesn't seem to recognise that i have been paying monthly for a long time
 
Paritosh
 

 

It sounds like you need help solving a technical issue. Let me transfer you to a technical support agent who can assist you.
 
 
Connecting you with a specialist as soon as possible.
 
excuse me i have been waiting for over an hour
i explained this in detail to the computer
 
 
You are now connected to NIKHIL H, 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.
 
I have similar apps with apple like finalcut pro....... the app store recognises i have paid for it and let me download it without question
 
NIKHIL H
 

 

Hello. I’ll be happy to assist you in buy now issue you are facing with Lightroom and photoshop application. Please click on apple icon > about this mac and help me with version of operating system you are using.
 
Hardware Overview:

Model Name: iMac
Model Identifier: iMac19,1
Processor Name: 6-Core Intel Core i5
Processor Speed: 3 GHz
Number of Processors: 1
Total Number of Cores: 6
L2 Cache (per Core): 256 KB
L3 Cache: 9 MB
Memory: 8 GB
Boot ROM Version: 1037.80.34.0.0
SMC Version (system): 2.46f12
Serial Number (system): C02ZK18DJV3N
Hardware UUID: 3E6A5118-EF54-55AF-BCD5-34692AD08964
 
NIKHIL H
 

 

Thank you for the information. Please check there will be a version mentioned example 10.14.6 or any other. Please help me with that.
 
10.15.03 and it says it is up to date
seriously this is an issue with your web site.... my machine is only 6 mths old
 
NIKHIL H
 

 

Please help me with mail address with which you have active plan.
 
you have my credit card details all you need to do is activate the plan
when i logging it says my ID is [mail address removed by moderator]
 
NIKHIL H
 

 

I am from technical department. Please allow me a moment to connect you with accounts team.
 
 
Connecting you with a specialist as soon as possible.
 
I have been trying to change ....... i was already talking to the accounts team
this has been 2 hours now
Sent 11:03 AM 
It's now 11.16 am
 

[Moderator] 

[personal information removed per policy -  

https://community.adobe.com/t5/adobe-community-professionals/email-signatures-and-personal-informati... 

[This is a public forum, not Adobe support, please do not post personal information] 

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New Here ,
Mar 08, 2020

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11.41 am

 

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New Here ,
Mar 08, 2020

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it's now 12.06 pm

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New Here ,
Mar 08, 2020

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it's now 12.30pm

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New Here ,
Mar 08, 2020

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this has been 2 hours now
11:03 AM
 
Sorry for the delay. We’re busier than expected. Thank you for your patience.
 
Hardly surprising you guys are busy..... you havn't got a clue
Hello
is anyone out there?
whats the SLA through this channel it's been 2 hours since NIKHIL H disapeared
Sent 12:52 PM
 

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Adobe Employee ,
Mar 09, 2020

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Tony, I am sorry that you are encountering problems contacting our support team and using Photoshop CC.  I reviewed the e-mail address you used to post to this public discussion forum, but there is no subscription assigned to it.

 

What type of Creative Cloud membership have you been using, Tony?  Have you tried signing into the Creative Cloud desktop app using the e-mail address assigned to your Creative Cloud membership?

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Adobe Community Professional ,
Mar 08, 2020

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Adobe Community Professional ,
Mar 08, 2020

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1. Entering into a dialog with the artificial intelligence chat bot is futile.  I always type AGENT and wait for a human.

 

2. Owing to language and cultural differences, keep your sentence structure simple, concise and on one topic.  Otherwise you confuse the system with too many concepts.  Tech support is a separate dept from billing which is separate from installation, etc...

 

3. You can tell if your subscription is active by logging into your account below.  Also make sure your payment details are current. 

https://account.adobe.com/plans

 

4.  Next time you need help with something, post in these user-to-user forums.  I guarantee you'll get a much quicker response and can probably avoid the rigmarole of Customer Care.

 

Nancy O'Shea, ACP
Alt-Web.com

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