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How do I complain to adobe and get assistance from them?

New Here ,
Nov 18, 2022 Nov 18, 2022

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I have an InDesign account. I am participating in this discussion forum becuase I have an account. The license is held through the Toronto Public Library. I have been 3 HOURS and 15 minutes on their Virtual Assistant Chat. I have been transferred between multiple people. The first individual Bhoopendra was able to identifty that I had access to a license but it was a team or enterprise account. He forwarded me to Jaskaram who said that it wasn't his department and he forwarded me to Shrirang. He said that it was impossible for me to be using InDesign as there was no license associated with me or with Toronto Library. I sent him a screen shot of the InDesign document I was working on and SUDDENLY he found Toronto Public Library's VIP # (They can't have a VIP account because no company I have ever worked with has treated VIPs with such incompetence and contempt.)

 

He forwarded me to Roopa who than forwarded me to Ajeet in Adobe Enterprise who tried, but said he had to have access to the document. Then told me he would arrange a call with an engineer then told me he couldn't arrange the call because I didn't have a license and that his wasn't the correct department; I was supposed to be with the teams. He forwarded me to Roopa who didn't even let me type before forwarding me back to Adobe Enterprise. 

 

Phrasant is now talking to me. Phrasant is now asking the same questions that everyone else did. And I am back where I was THREE AND A HALF HOURS ago. 

 

Now Prasant is forwarding me to the acocunt team, which I think I "spoke" to before.

 

Two questions:

First: How do I get hold of someone to complain to?

Second: What is the point of having customer assistance when they can't do their job?

 

I have seen previous posts where employees have commented that the problem had nothing to do with them. If that is your only response, then don't bother. 

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Community Expert , Nov 18, 2022 Nov 18, 2022

I don't doubt that you have a problem with something, but if you do not precisely tell us what your problem is, we can't help. 

 

Just an explanation why you got sent from one to the other. The plan the library has is a VIP plan, and contrary to what you may think, that is not to be understood as Very Important Person:

https://helpx.adobe.com/enterprise/vip.html

The Adobe Value Incentive Plan (VIP) is a subscription licensing program that makes it convenient for organizations and institutions of

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Adobe Employee ,
Nov 18, 2022 Nov 18, 2022

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You've posted your question to the Adobe Stock forum. Is this regarding an asset you've licensed from the Adobe Stock site?

EBQ

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Community Expert ,
Nov 18, 2022 Nov 18, 2022

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I don't doubt that you have a problem with something, but if you do not precisely tell us what your problem is, we can't help. 

 

Just an explanation why you got sent from one to the other. The plan the library has is a VIP plan, and contrary to what you may think, that is not to be understood as Very Important Person:

https://helpx.adobe.com/enterprise/vip.html

The Adobe Value Incentive Plan (VIP) is a subscription licensing program that makes it convenient for organizations and institutions of all sizes to purchase, deploy, and manage Adobe products.

 

A plan like this allows a company to use Adobe products in a flexible manner, that fits best to the company's use. The very precise deal is here not important, but I suspect that they have device locked licences.

 

Part of the deal is also, that the company does the first level user support. That is why the support team of Adobe got confused. Their "error" was, that despite they are not supposed to support you, they neverless tried to find a solution. Indeed the correct support answer should have been to contact "your" company's help desk. Which in your case would have been the library's helpdesk.

 

For your information: I manage a VIP plan at my company, so I'm a customer, not an Adobe employee.

 

If, however, you give us a brief description of your problem, we may be able to help you or at least transfer your post to the correct forum. 

ABAMBO | Hard- and Software Engineer | Photographer

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