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waynew-hisbdc
Participant
October 22, 2018
Answered

How access support options Chat or Phone?

  • October 22, 2018
  • 2 replies
  • 962 views

Is there no more Email, Chat or Phone support any longer? I cannot reach any individual representative at support.  Every link that starts with support, leads to the support knowledge-base articles which has no topic that matches.  It shows options for Chat and Phone but requires selecting product options, etc which all leads to articles.  As soon as you pick any option (as required) the Chat and Phone methods disappear...

I think i need a real support person to fix my issue.  After renewing a couple of months ago (received email confirmation) Admin console is NOT showing updated subscription date, now all Team Creative cloud apps have stopped working (changed to "Trials").  

I guess I should call Sales and talk about ending my subscription and asking for a refund.  Adobe always stafs the Sales line, never any technical support line.

    This topic has been closed for replies.
    Correct answer waynew-hisbdc

    I may have stumbled across the answer... 

    Adobe has silently decided to NOT support Device licenses with "2019" Creative Cloud products...  so when you follow the CC prompt to upgrade from "2018" versions, it will remove the current 2018 apps and replace them with "2019" apps in the "Trial mode" that you must then buy all new licenses for -despite having a subscription that still has 11 months on it's term.

    This is causing such an uproar (many educational institutions are overnight losing hundreds and hundreds of device installations) that Adobe must be no longer offering Chat nor Phone support.  Adobe fooled us by selling subscriptions promising current upgrades until subscription ends, we should have just bought single use prices as we would then know what we got.   

    The sad thing is Sales is still selling Device licenses without warning...  and the forums are still sending folks to "support" which sends them right back to the forums....  no individual Chat nor Phone support is available any more.

    2 replies

    W
    waynew-hisbdcAuthorCorrect answer
    Participant
    October 23, 2018

    I may have stumbled across the answer... 

    Adobe has silently decided to NOT support Device licenses with "2019" Creative Cloud products...  so when you follow the CC prompt to upgrade from "2018" versions, it will remove the current 2018 apps and replace them with "2019" apps in the "Trial mode" that you must then buy all new licenses for -despite having a subscription that still has 11 months on it's term.

    This is causing such an uproar (many educational institutions are overnight losing hundreds and hundreds of device installations) that Adobe must be no longer offering Chat nor Phone support.  Adobe fooled us by selling subscriptions promising current upgrades until subscription ends, we should have just bought single use prices as we would then know what we got.   

    The sad thing is Sales is still selling Device licenses without warning...  and the forums are still sending folks to "support" which sends them right back to the forums....  no individual Chat nor Phone support is available any more.

    alisterblack
    Community Manager
    alisterblackCommunity Manager
    Community Manager
    October 23, 2018

    Hi,

    Support is available for all entitled customers.

    Please go to Contact Customer Care - you will be routed according to the entitlement attached to your Adobe ID.

    Support options for individual and VIP/Team customers (this included device licenses) can be found here - What are my contact options?

    Enterprise ETLA customers should open a support case via their Admin Console.

    A
    ailshiel52859990
    Participant
    October 23, 2018

    Hi ailshiel52859990,

    What problems are you running into when trying to access support?


    Exactly the same as what you described. Unbelievable.

    Kanikas
    Community Manager
    KanikasCommunity Manager
    Community Manager
    October 22, 2018

    Moving to Deployment for Creative Cloud for Team, Enterprise, & CS​

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