Another Poor Customer Support Story

Report · Feb 03, 2023

Wow. For a massive company, what poor customer support.

Adobe reached out to me to consolidate multiple contracts we had. Ok no problem, let's get it done.

The customer service agent while browsing my account, notified me that our credit card on file is expired. i can assure you it is not, and all of our invoices are paid. I even provided screenshots of our account invoice history to the customer service agent. the CS agent refused to help, then proceeded to try and upsell me on a document signing product we don't need. He scoffed, and laughed at me when i explained how we do things at our company! the CS agent eventually agreed to send me some information. Never got anything.

Emailed the agent 3-4 times following up, no response, so I pinged his manager. Surprise, no response from him either. The manager must've instructed the CS agent to reply to me, because i finally got an email back. CS agent still wouldn't help us consolidate the contracts.

What an absolute joke.

Report · Feb 03, 2023

@jamess83810169 Are you an Enterprise customer? If so are you working with your account team or just with Customer support? This doesn't sound like the kind of support I'd expect when dealing with Adobe contracts.

When we have issues with out contracts (or consolidating like we did back in 2022) we dealt with the Enterprise/Contract renewals team. It all started and was coordinated by our Account Manager first - Adobe didn't reach out proactively unless it was a sales/growth call.

Report · Feb 03, 2023

I was working with Customer Support who reached out to me to consolidate the contracts.

Regardless of license type, a paying customer should not be laughed at or talked down to condescendingly. Wouldn't you agree?

Report · Feb 03, 2023

Correct - This forum is mainly user/volunteer driven but I've sent a note to a contact at Adobe for review. They may reach out.