My main problem is that although sometimes helpful, and usually friendly, it has taken over a month and innumerable phone calls for Adobe Support to escalate my problem to Level Three and to get actual engineers to attend to this problem. In the mean time I have been told multiple times that I will get calls returned an that someone is working on my issue. Getting a supervisor on the phone is pretty much impossible. Getting to speak to someone outside of India, also impossible. And all the time I am wasting time and money.
So I finally this morning I got a call from a Level Three supervisor - I pretty much had to beg for that call - who told me that my catalogs had been sent to engineering because they discovered a "known fault" from sometime ago that was in my files. I've been on the phone for weeks with multiple agents and they could not recognize a "known fault"! And I still have to wait for them to fix it! And she refused to let me speak to the engineers or to her boss.
Adobe Support for this product is in my estimation mostly a joke. It's hard to hear the agents, their scripts are from another century, they don't return calls and it constantly sounds like there's a party going on over there. And I am more than sick of getting told about ridiculous workarounds when this product is meant to perform this simple task.
I will be amazed if I actually hear from engineering and get this problem resolved. On the mean time I would be grateful if you would shoot my remarks up the chain. I like the product, now I need time to warm up to the brand again.
With gratitude,
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