How to get back in contact level 3 support? (with an escalated ticket)

[mattiasg20167126]

6 months ago I ran into a very tricky bug hindering me to print my photo book. The errand was slowly escalated from level 1 to level 2 support in India, exhausting all their knowledge and work arounds. Finally the errand was escalated to level 3 and the floor manager "Rohit" explicitly promised me that level 3 would get back to me within 48h. Nothing happend! Today I called back again at the support number to check what is happening with my ticket. Level 1 mechanically read that the ticket is escalated to level 3 and that level 3 will get back to me. But there is no way for me to contact level 3 to see why they are not calling! This is totally unacceptable! I have had my support ticket for half a year and it has been escalated to level 3 a month ago without any word from level 3!!! I have clearly been forgotten and there is no way I can get back to the people who is responsible for my ticket .

Please, If any staff member read this, please please contact me! A whole year of my 3 kids life in pictures is going down the drain, because I am beeing neglected by your support!

Best regards,

Mattias Allring

[Akash Sharma]

Hi Mattias,

We're really sorry about the inconvenience caused. This is definitely what we do not want your experience to be.

Could you please PM me the case details(Ticket number you have or your Adobe_ID) and we'll look into it.

Thanks,

Akash Sharma

[mattiasg20167126]

PM sent.