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rqwcerfq34crd
rqwcerfq34crd
Participant
January 21, 2018
Answered

Adobe Customer Service Complaint

  • January 21, 2018
  • 2 replies
  • 1681 views

request (# 258424), request (# 258471), request (# 258474)

I have purchased over $2,000.00 of Adobe software so I was expecting average customer service and at the very worst poor service would have been semi-understandable to me. The key word being service and even poor service would mean that the representative would be partially competent in the field and care enough for his job not to neglect a matter, but unfortunately, Adobe does not even meet the poorest score you can give a company for customer service.

They make you spend hours on the line, either by chat or on the phone and transfer you around till you forgot what the issue is. If you file a complaint, well they ignore that too and close the case without bothering to contact you.

I have over 88 cases that I have opened with Adobe and I am sad to say that each time it was the same unacceptable experience which now I am forced to take my issue to a higher court.

I have two questions

  1. 1) Does anyone here have experience with taking Adobe to court?
  2. 2) Is anyone (or how many people are I should say) having the same issue that would like to join me the legal route.
    This topic has been closed for replies.
    Correct answer Sheena Kaul

    Hi Misak,

    I checked the case number as provided by you and I have even escalated the options offered by you to the concerned team.

    They would be reaching out to you for the same.

    Appreciate your patience!

    Regards,

    Sheena

    2 replies

    C
    ChrisLauritzen
    Participant
    April 7, 2018

    I couldn't log into Creative Cloud on a Saturday. They have no phone support on weekends so I was referred to a chat. After 25 minutes of ridiculous chat the representative said they couldn't help me with any technical issues (???) and would transfer me to a specialist. (I would wait two minutes after offering a reply to the representative before I'd get a response. Clearly the rep was not focused on just my issue. They were asking for information that had nothing to do with my problem.) After waiting another 15 minutes for them to transfer me to a specialist I finally had to bag out of the chat.

    I'm worried about Adobe. They cut out support on one of my favorite programs (Muse), they've eliminated weekend and night phone tech support and even their chat services have diminished. What's going on?

    By comparison to you Misak, my problems are minimal. Clearly they've cut back on personnel which appears to have added an element of chaos. Sorry to see Adobe head in this direction. But I think sooner or later they all do. When profit collides with customer service, profit always wins.

    Sheena Kaul
    Community Manager
    Sheena KaulCommunity Manager
    Community Manager
    April 9, 2018

    Hi Chris,

    Please specify the product with which you're experiencing troubles.

    Our experts on forums will be able to assist you better.

    Regards,

    Sheena

    Sheena Kaul
    Community Manager
    Sheena KaulCommunity Manager
    Community Manager
    January 22, 2018

    Hi Misak,

    I really apologize for the poor support experience that you've been through but trust me, it is not what Adobe wants you to have.

    I did check your account and see that there are many cases which have been reported by you. Would you be able to help me with the case reference number for your current issue or if you could let me know the details of your issue I assure you to provide the correct resolution or escalate the same on priority.

    Let me know if you need any information from my end.

    Regards,

    Sheena

    rqwcerfq34crd
    rqwcerfq34crdAuthor
    Participant
    January 23, 2018

    Hello Sheena,

    I have spent days, not hours attempting to get assistance and its just a

    big game of "not the right department" that is being played here.

    Unfortunately this is not an isolated incident, but an ongoing pattern and

    the following clearly demonstrates the truth to my claims. My request is

    very straightforward and stems from the fact that I am experiencing serious

    issues with the CS 6 Web & Premium licensed software, which thru time I am

    being cheated out of my original purchase capabilities. I have previously

    requested to be upgraded (02/02/2017 Case # 221127783)to Adobe Designer as

    I meet the requirements (Acrobat Pro DC upgrade), but once more was

    provided poor service and let the issue pass as I was frustrated, to say

    the least.

    My request is to be provided options to reach a resolution for the trouble

    Ive had to experience, so here are some offers on the Adobe website:

    Single membership for Muse CC for my Mac CS 6 Web & Premium and PC CS 6 Web

    & Premium, as well as the right to the service of 5 free webhost that was

    previously include at the time of purchase.

    If that cannot be achieved, well then I as for yet another option that

    clearly is once again on Adobe site and would be for both platforms Mac &

    PC.

    I have attached all the documents that are relevant and did so with

    consideration of your time, so please be considerate of mine.

    On Mon, Jan 22, 2018 at 10:49 AM, Sheena Kaul <forums_noreply@adobe.com>

    Sheena Kaul
    Community Manager
    Sheena KaulCommunity ManagerCorrect answer
    Community Manager
    January 23, 2018

    Hi Misak,

    I checked the case number as provided by you and I have even escalated the options offered by you to the concerned team.

    They would be reaching out to you for the same.

    Appreciate your patience!

    Regards,

    Sheena

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