Long Wait Times for Support on Customer Care

New Here ,
Apr 15, 2020

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I experienced real difficulty establishing any support today. If they are having difficulty, why not schedule appointments instead of hours on hold and poor response. Many of us have paid for years for the subscription. I don't think it is necessary to keep people on hold. I kept working on other stuff today after I was dropped by text support I held the line for a voice for over 2 hours. Needles customer aggro.

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Long Wait Times for Support on Customer Care

New Here ,
Apr 15, 2020

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I experienced real difficulty establishing any support today. If they are having difficulty, why not schedule appointments instead of hours on hold and poor response. Many of us have paid for years for the subscription. I don't think it is necessary to keep people on hold. I kept working on other stuff today after I was dropped by text support I held the line for a voice for over 2 hours. Needles customer aggro.

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Crash or freeze

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47

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Apr 15, 2020 0
Adobe Community Professional ,
Apr 15, 2020

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Hi

We are volunteers on this forum. If you are having an issue with software, please start a new thread and include your version and OS. If your issue is with billing,  you need to contact Adobe Customer Care:
https://helpx.adobe.com/contact.html
Click the chat icon in the lower right and type "agent" if you need to talk to a human.

 

We have been told that most of the support staff is working from home. Some have slower connections and others have no internet. As with all businesses during the pandemic, the response time is slower now.

 

Do not respond to PMs, though. Scammers tend to frequent forums.

 

~ Jane

 

 

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Apr 15, 2020 0
New Here ,
Apr 15, 2020

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I went through the correct channels. I connected with an agent through chat. He disappeared and after I had not heard for twenty minutes, I called the phone number and was placed on hold for two hours even though the wait was listed as twenty minutes. I appreciate that you are a volunteer but many of us have paid the subscription faithfully in my case for about ten years with few problems. But we are working from home too and if our livelihood relies on these applications, paid staff and Adobe have a responsibility to reply in a reasonable time.

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Apr 15, 2020 0
Adobe Community Professional ,
Apr 16, 2020

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Why don't you state your Photoshop version and OS and what the issue is and maybe we can take this matter forward?

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Apr 16, 2020 0
New Here ,
Dec 18, 2020

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I'm trying to download the newest version I just paid for.  It keeps sending me in a loop.  It says they sent me to a loop and it goes to gmail with no download just an email for me to put in an email address.  I put mine in and go to email and there it is.  An email from me.  I open it and it has a link.  I click on it and it sends me right back to gmail to put in an address.  Just a loop.

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Dec 18, 2020 0
jane-e LATEST
Adobe Community Professional ,
Dec 18, 2020

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Did you purchase from Adobe's website? If so, start by downloading the Creative Cloud desktop app, then install Photoshop through the app interface.

https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

 

If that doesn't work, share a screen shot of the email (after redacting sensitive information).

 

~ Jane

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Dec 18, 2020 0