Poor Adobe Tech Customer Support

[ja_mon]

It seems that my previous posts have been removed, so reposting:

We need a safe place to state our frustrations/problems with Adobe Systems poor customer support. Post the support issues you've had, try to recall what you were told in your call with support and post everything that happened. PLEASE DO NOT use fowl language, vent, rant or go off unhinged. We want to keep this civil and constructive.

For everyone:

I just received a phone call from the Director, North American Customer Support. He has personally heard multiple complaints about support and customer service and is digging to find out what is happening.

Whatever you do, keep posting, keep complaining to Adobe and keep the pressure on them. We all pay good money for their products and, as I bluntly said to that manager, I have no problem telling people to pursue legal action or to switch to other software developers because the service is horrible.

If anyone would like to know more, DM me and for any admin of these forums, this message is to stay up for all to see. The director I spoke with will be reviewing this post and all replies.

[Abambo]

Enterprise and Teams customers need to use the adobe console to contact support. Best is to use chat, as the chat protocol is recorded and can be consulted afterwards.

[Dynamic_Sunflower5EAD]

All well and good -- until the admin gets locked out of the adobe console, and can't submit or initiate any help request, since they all must originate from the console!  Phone support (the -2950 number) can't complete transfers to any support group right now, simply drops calls once selection is made (try it, it's very broken).

[Abambo]

How can admins get locked out of the admin console, if not by action of the company holding the account? 

[ja_mon]

Enterprise Teams users don't need to use the console for support - in chatting with the Director on the phone, that chat feature (along with the console) is simply one way to get support. We are able to call/chat/email for our support with the console being another option.

That said, chats and calls are monitored (recorded) and ANY issue that cannot be resolved in your session is to be escalated immediately. It's been my experience that this isn't the case. It's usually "You'll receive a call back with 24 to 48 hours" which is not any kind of support.

[Abambo]

If the adminconsole is not used, you will enter standard support, which is weaker as admin console users are supposed to have used the initial trouble shooting actions. I always found the admin console to be VERY responsive and qualified.