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How do I contact my 'Account Manager' ...again?

New Here ,
Aug 01, 2022 Aug 01, 2022

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How do I contact my 'Account Manager' --again?

Every year the same trouble. Licenses have to renew. I send emails to c*******@a**.com. And nothing happen. I send emails to another c*********@a**.com (Accountmanager last year). Nothing happen. I send emails again to all con accounts since we have an teams-account (seems nobody stay there longer than a year). And nothing happen (No response!). I call via phone Support and Sales. "Hey cool that you use adobe products. I will call your Account Manager and tell him your problem." And nothing happen. Since Weeks I only want to renew the licenses/subscriptions. Ok we are SME and only pay for 8 Licenses CC to PS. In a private situation I would say: There goes your money. 

Is there anywhere anyone who can tell me what mystic way I have to go to reach our Account Manager Adobe Systems CVG. Thanks Adobe.

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Licensing , Manage account , Teams

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New Here ,
Aug 01, 2022 Aug 01, 2022

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I'm dealing with the same issue.  We have multiple licenses expiring.  Told my acct mgr we want to renew.  That was a month ago.  No follow up on the renewal.  Sent several emails.  Called.  Did a chat.  All say they will contact our acct mgr.  If that person isn't responding what makes them think "notifying them" will make a difference.   I'm very unhappy with their customer service.

 

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New Here ,
Sep 23, 2022 Sep 23, 2022

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Hi,
Don't worry about the fact that you are "only" an KMU.
We are VIP-Select participants with 96 licenses and have the same problem.
The customer service at Adobe is so bad that you would like to cancel all subscriptions immediately if there were an adequate replacement.
Nowhere on the website is there a way to reach customer support via email, and those cryptic email addresses are pretty suspect to me.

 
 

 

 

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New Here ,
Jul 12, 2023 Jul 12, 2023

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Keeping this chain alive and well in 2023, same issue here for another year. VIP Select as well, 7 weeks into attempting to renew with no progress. 

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Community Expert ,
Jul 12, 2023 Jul 12, 2023

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@iCharles ...

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Adobe Employee ,
Jul 14, 2023 Jul 14, 2023

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Hi @klausg83365566 

I have forwarded your details to the renewal team internally for further assistance. Hopefully, someone will contact you via email.

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New Here ,
Jul 14, 2023 Jul 14, 2023

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@SuJoshi I am having the same issue, can you progress my information too - we only have 3 days left of our licences and use these every day 
l*****@****.com 

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Adobe Employee ,
Jul 15, 2023 Jul 15, 2023

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Hi, @Laura28914095vgak I checked and your contract is already active till 6/17/2024. 

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New Here ,
Jul 17, 2023 Jul 17, 2023

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Hi @SuJoshi unfortunately it isn't - it runs out today and we are getting repeat messages to tell us so 

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Adobe Employee ,
Jul 17, 2023 Jul 17, 2023

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In that case, I would recommend contacting the Support team directly so that they can check if the licenses are also renewed after the contract renewal. You will find the direct number under the Support tab of the admin console, or you can initiate a chat from the same page.

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New Here ,
Aug 24, 2023 Aug 24, 2023

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@SuJoshi Please, I am having the same issue here. Please progress my information as well.

E-mails go unanswered, I have been on hold for 15 minutes now on the "Support" phone number. We have licenses that HAVE expired and the rest will expire within a week! 

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New Here ,
Aug 24, 2023 Aug 24, 2023

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LATEST

So, I just found out that the e-mail that was sent to me from the Account Team, is from a person that is no longer with Adobe. So it's no wonder they didn't answer my e-mails!!

The email starts with con56662. If you experience issues with that e-mail address, please know that they no longer work at Adobe.

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Adobe Employee ,
Jul 17, 2023 Jul 17, 2023

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Hi @klausg83365566, I got the confirmation from the concerned team that the renewal was already processed last week.

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New Here ,
Jul 17, 2023 Jul 17, 2023

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Hello SuJoshi,

thank you very much for your commitment.
I was able to close my case independently in 2022 after opening this discussion back then.
As already described, only at great expense to me and my company. I was not surprised that there are some customers who had the same experience.
This way of dealing with existing customers, who just want to renew their licenses, has become more and more negative in the last years.

It wasn't much better in 2023. Wisely, I am responding directly to the first reminder message from Adobe. To con123456@adobe.com .  Well, a new Account Manager I guess. New game new chance.
The account manager in charge is not responding. Nor to further inquiries.
I know the game. I write to the last account manager from 2022 con987654@adobe.com. Here, and in addition large praise to Franziska, I get an automatic answer.
As so often before it shows again, the last account manager (Franziska) is no longer with the company. But in the message she confirms my current account manager con123456@adobe.com .
So I send again a request for the extension of our licenses to him. After 2 weeks the contract comes out of the blue but before the deadline. The renewal was processed. Without going into the ghosting.


The ghosting is the problem. If I knew that my account manager got the message and took care of it, everything would be ok. Everyone gets stressed out sometimes, that's perfectly fine.
I just need to know that. The uncertainty here prevents understanding.

So again, thank you for your interest and that someone is now standing up for those who find this discussion.
However, I remain skeptical if we do not meet again here next year at this time.

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