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Performance - Complaints

New Here ,
Jun 02, 2020

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Good Afternoon

 

Is anyone able to guide me towards how I can raise a complaint as a matter of urgency?  I logged an issue regarding In Design over one month ago.  The customer care I have received has been beyond appalling, there is still no resolution and my case has been closed.

 

Many thanks in anticipation and desperation,

 

Katie 

Most Valuable Participant
Correct answer by pixxxelschubser | Most Valuable Participant

Hi @katieh76544980,

This answer comes from another thread - but for a similar problem:

You will have to talk to customer support.


This is a public forum, not Adobe support. Users, including the ACPs and MVPs, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.


Click the following to contact Adobe customer support staff for help:
https://helpx.adobe.com/contact/support.html


You must be signed in with your Adobe ID and allow cookies in your web browser for this to work.


This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.


Click the chat icon at the bottom right of the page to open a chat session. Typing AGENT into the chat window should connect you directly to a CSR rather than the AI.


If the CSR refers you to the forums, insist on speaking with a supervisor and keep moving up the chain until you get someone who knows what they are talking about.


You can also search for Adobe customer support using your favorite search engine. This will normally provide you with a regionally appropriate phone number that you can use.


Be aware that because of the pandemic, wait times are far longer than usual due to reduced staff and higher demand. Please be patient with the people to whom you speak. Like you, they are feeling a great deal of stress. A little patience and understanding will go a long way to helping you in your particular situation.


Regardless, I forwarded your request.
Best regards

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Performance - Complaints

New Here ,
Jun 02, 2020

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Good Afternoon

 

Is anyone able to guide me towards how I can raise a complaint as a matter of urgency?  I logged an issue regarding In Design over one month ago.  The customer care I have received has been beyond appalling, there is still no resolution and my case has been closed.

 

Many thanks in anticipation and desperation,

 

Katie 

Most Valuable Participant
Correct answer by pixxxelschubser | Most Valuable Participant

Hi @katieh76544980,

This answer comes from another thread - but for a similar problem:

You will have to talk to customer support.


This is a public forum, not Adobe support. Users, including the ACPs and MVPs, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.


Click the following to contact Adobe customer support staff for help:
https://helpx.adobe.com/contact/support.html


You must be signed in with your Adobe ID and allow cookies in your web browser for this to work.


This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.


Click the chat icon at the bottom right of the page to open a chat session. Typing AGENT into the chat window should connect you directly to a CSR rather than the AI.


If the CSR refers you to the forums, insist on speaking with a supervisor and keep moving up the chain until you get someone who knows what they are talking about.


You can also search for Adobe customer support using your favorite search engine. This will normally provide you with a regionally appropriate phone number that you can use.


Be aware that because of the pandemic, wait times are far longer than usual due to reduced staff and higher demand. Please be patient with the people to whom you speak. Like you, they are feeling a great deal of stress. A little patience and understanding will go a long way to helping you in your particular situation.


Regardless, I forwarded your request.
Best regards

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Performance

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Jun 02, 2020 0
Adobe Community Professional ,
Jun 02, 2020

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Hi Katie:

 

It's a user-to-user forum, meaning that users like you are volunteering to help other users with the software. We cannot resolve any complaints against Adobe.

 

That said, is your complaint related to how InDesign is working? Is it an installation question? Is it a billing question? If you can provide more information, we should be able to provide some direction for you.

 

~Barb 

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Jun 02, 2020 2
Most Valuable Participant ,
Jun 02, 2020

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Hi @katieh76544980,

This answer comes from another thread - but for a similar problem:

You will have to talk to customer support.


This is a public forum, not Adobe support. Users, including the ACPs and MVPs, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.


Click the following to contact Adobe customer support staff for help:
https://helpx.adobe.com/contact/support.html


You must be signed in with your Adobe ID and allow cookies in your web browser for this to work.


This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.


Click the chat icon at the bottom right of the page to open a chat session. Typing AGENT into the chat window should connect you directly to a CSR rather than the AI.


If the CSR refers you to the forums, insist on speaking with a supervisor and keep moving up the chain until you get someone who knows what they are talking about.


You can also search for Adobe customer support using your favorite search engine. This will normally provide you with a regionally appropriate phone number that you can use.


Be aware that because of the pandemic, wait times are far longer than usual due to reduced staff and higher demand. Please be patient with the people to whom you speak. Like you, they are feeling a great deal of stress. A little patience and understanding will go a long way to helping you in your particular situation.


Regardless, I forwarded your request.
Best regards

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Jun 02, 2020 1
New Here ,
Jun 03, 2020

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Thanks guys.  

 

I was aware about the community support side of things but was at my wits end with failed attempts to get the required support from Adobe Customer Care via the chat system.  I am normally a very patient person however after a month of being let down time and time again, my own patience was running out.  My livelihood is dependent on this technology working or at least a customer care system working when the technology itself isn't.  I eventually received a call back from the Escalations Team last night and my Mac is being carted off to an Apple specialist today for a new hard drive (damaged to the the number of forced shut downs whilst trying to sort a crashing Adobe and consquently Mac).  

 

Here's hoping with a new hard drive and some focus from Adobe things will be up and running soon.  

 

Thanks again.

 

 

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Jun 03, 2020 0