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Chat support -- so bad it was "almost" funny

New Here ,
Mar 15, 2020

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Akshita: Hello, welcome to Adobe Sales. I'll be happy to help you.

9:09 AM

 

Me: I already have Elements and Premiere 2019 version. To upgrade to the 2020 version, do I need to pay the full $99 special offer price? Your FAQ says upgrades cost less then new purchases, but I don't see any cheaper upgrade option.

 

Akshita: Hi may I share the upgrade link with you ?

9:11 AM

 

Me: please

 

Akshita:

https://commerce.adobe.com/checkout/...&co=US&lang=en

https://www.adobe.com/products/photo...ing-guide.html

Is there anything else I can help you with?

9:12 AM

 

Me: For future reference, is the upgrade price available without asking like this? I searched for quite a while and kept being re-directed to the full price.

 

Akshita: I understand that but you may save this link for your reference

9:14 AM

 

Me: Wait, this is actually MORE expensive?? Your link is $79 and the one I kept getting sent back to was $69 [for just Elements without Premier]

 

Akshita: I am sorry but that is the price which is available from the store end

if you want I can connect you to the support team if they can help you with this

9:16 AM

 

Me: I just don't want to get suckered into paying more than needed. Seems like Adobe is playing games.

 

Akshita: Let me transfer you to a specialist who can help. They can also offer you exclusive deals to help you save big, if you choose to stay. may I ?

9:17 AM

 

Me: ok

Connecting you with a specialist as soon as possible.

You are now connected to Sandeep, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

 

Sandeep: Hello Tom , I'll be happy to assist you with the cancellation, May I know if you attempted to cancel online?

9:18 AM

 

Me: I don't want to cancel anything. I want to upgrade Elements/Premiere 19 to the 2020 version, and am asking if there is an upgrade price that is cheaper than the current purchase price like your FAQ says.

 

Sandeep: Sure, I will help you with the purchase for the Elements we have a dedicated team and they will help you with placing the order for the Elements.

9:21 AM

 

Me: ok

Connecting you with a specialist as soon as possible.

You are now connected to Akshita in Adobe Sales. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

 

Akshita: Hello, welcome to Adobe Sales. I'll be happy to help you.Please give me a minute to review your previous conversation.

9:23 AM

 

Me: Seriously?

 

Akshita: Hi

9:23 AM

 

Me: You passed me off to a specialist 5 minutes ago. The specialist just passed me off to you again.

 

Akshita: I understand that but it is the best price I can help you with

9:24 AM

 

Me: what is?

 

Akshita: that is 79 USD

9:25 AM

 

Me: Your website has a FAQ that says upgrades cost less than new purchase. That is a false statement and should be fixed.

 

Akshita:

Let me transfer you to a Customer Care agent who can assist you better. may I ?

9:26 AM

 

Me: ok

Connecting you with a specialist as soon as possible.

You are now connected to Vaibhav, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

 

Me: Anyone there?

 

Vaibhav: Hello. I’ll be happy to assist you. What can I help you with today?

9:30 AM

 

Me: I'm irritated that I've been passed back and forth on this chat session and everyone starts anew. Your FAQ says Elements/Premiere upgrades are cheaper than buying new, but that is 100% false according to the two people I just chatted with. You need to get that corrected to avoid false and misleading advertising.

 

Vaibhav: It sounds like you need help solving a technical issue. Let me transfer you to a technical support agent who can assist you.

9:34 AM

Connecting you with a specialist as soon as possible.

 

Me: hello?

 

Agents are currently offline, but available Sunday, 6 pm - Friday, 7 pm (PT). You may leave a message now and an agent will reply during these hours. When you return, you'll be able to continue the chat.

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Chat support -- so bad it was "almost" funny

New Here ,
Mar 15, 2020

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Akshita: Hello, welcome to Adobe Sales. I'll be happy to help you.

9:09 AM

 

Me: I already have Elements and Premiere 2019 version. To upgrade to the 2020 version, do I need to pay the full $99 special offer price? Your FAQ says upgrades cost less then new purchases, but I don't see any cheaper upgrade option.

 

Akshita: Hi may I share the upgrade link with you ?

9:11 AM

 

Me: please

 

Akshita:

https://commerce.adobe.com/checkout/...&co=US&lang=en

https://www.adobe.com/products/photo...ing-guide.html

Is there anything else I can help you with?

9:12 AM

 

Me: For future reference, is the upgrade price available without asking like this? I searched for quite a while and kept being re-directed to the full price.

 

Akshita: I understand that but you may save this link for your reference

9:14 AM

 

Me: Wait, this is actually MORE expensive?? Your link is $79 and the one I kept getting sent back to was $69 [for just Elements without Premier]

 

Akshita: I am sorry but that is the price which is available from the store end

if you want I can connect you to the support team if they can help you with this

9:16 AM

 

Me: I just don't want to get suckered into paying more than needed. Seems like Adobe is playing games.

 

Akshita: Let me transfer you to a specialist who can help. They can also offer you exclusive deals to help you save big, if you choose to stay. may I ?

9:17 AM

 

Me: ok

Connecting you with a specialist as soon as possible.

You are now connected to Sandeep, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

 

Sandeep: Hello Tom , I'll be happy to assist you with the cancellation, May I know if you attempted to cancel online?

9:18 AM

 

Me: I don't want to cancel anything. I want to upgrade Elements/Premiere 19 to the 2020 version, and am asking if there is an upgrade price that is cheaper than the current purchase price like your FAQ says.

 

Sandeep: Sure, I will help you with the purchase for the Elements we have a dedicated team and they will help you with placing the order for the Elements.

9:21 AM

 

Me: ok

Connecting you with a specialist as soon as possible.

You are now connected to Akshita in Adobe Sales. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

 

Akshita: Hello, welcome to Adobe Sales. I'll be happy to help you.Please give me a minute to review your previous conversation.

9:23 AM

 

Me: Seriously?

 

Akshita: Hi

9:23 AM

 

Me: You passed me off to a specialist 5 minutes ago. The specialist just passed me off to you again.

 

Akshita: I understand that but it is the best price I can help you with

9:24 AM

 

Me: what is?

 

Akshita: that is 79 USD

9:25 AM

 

Me: Your website has a FAQ that says upgrades cost less than new purchase. That is a false statement and should be fixed.

 

Akshita:

Let me transfer you to a Customer Care agent who can assist you better. may I ?

9:26 AM

 

Me: ok

Connecting you with a specialist as soon as possible.

You are now connected to Vaibhav, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

 

Me: Anyone there?

 

Vaibhav: Hello. I’ll be happy to assist you. What can I help you with today?

9:30 AM

 

Me: I'm irritated that I've been passed back and forth on this chat session and everyone starts anew. Your FAQ says Elements/Premiere upgrades are cheaper than buying new, but that is 100% false according to the two people I just chatted with. You need to get that corrected to avoid false and misleading advertising.

 

Vaibhav: It sounds like you need help solving a technical issue. Let me transfer you to a technical support agent who can assist you.

9:34 AM

Connecting you with a specialist as soon as possible.

 

Me: hello?

 

Agents are currently offline, but available Sunday, 6 pm - Friday, 7 pm (PT). You may leave a message now and an agent will reply during these hours. When you return, you'll be able to continue the chat.

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Mar 15, 2020 1
LEGEND ,
Mar 15, 2020

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There is currently a promotion in the US which ends today so the price of the full products e.g. $69.99 or $99.99 for one or both apps is probably cheaper than the regular upgrade. The beauty of getting the full product is that you don’t need the previous serial numbers as you would with an upgrade.

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Mar 15, 2020 1
Phinny LATEST
Enthusiast ,
Mar 15, 2020

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No question that the support arm of Adobe is often every bit as dysfunctional as you describe which reflects poorly on the individual(s) at the top of that chain.  It's worse than going to Motor Vehicles.  I hear you.

Back to your question ... as 99jon mentioned here's the link you were looking for and, btw today is the last day of that special $69.99 offer.  Not sure why so many support staff were unable to provide you with it. 

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