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They outsource their customer service to India. Communication was difficult and ineffective.

Guest
Nov 28, 2019 Nov 28, 2019

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They outsource their customer service to India -communication was difficult. I don't have any big problems with wealthy companies outsourcing their jobs to people overseas to pay pennies on the dollar of what they would pay in the United States. My problem with this is that I could not understand the gentleman who helped me. Look I can be thick at times but asking for a simple request from the guy became a big hassle. I didn't accomplish the simple task I set out to do because he was trying to hook me back into my current plan which I simply wanted to cancel. He wasn't unfriendly, rude or abrasive just pushy and very anxious. Yes I had a hard time understanding him. Yes Adobe outsourcing is a lot cheaper but it does create it own problems.

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Community Expert ,
Nov 28, 2019 Nov 28, 2019

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New Here ,
Dec 05, 2019 Dec 05, 2019

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It really is a hassle sometimes and I hope they filter their hires more next time. Most of the time I speak to Filipinos and Indians but I can still understand what we're talking about so I guess that's good for me.

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Explorer ,
Feb 12, 2020 Feb 12, 2020

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Hi - I started a forum post for this very problem:

 

https://community.adobe.com/t5/the-lounge/stand-up-to-adobe-their-poor-support-and-their-lack-of-car...

 

I've experienced your exact same issue and, unfortunately, you can't call the head office any longer. Tehy put you through to customer service, who can't help or you're shuffled off to support, where the downward spiral continues.

My last case was closed with no resolution. The explanation was that they hadn't heard from me for 14 days, despite me having sent emails to them in reply to theirs.

 

Please post in my thread and I'll include a link to this one and I'll ask some of our admins to please get some Senior Adobe people involved.

If you'd like an alternative to Adobe products, you can try Affinity products. Far less expensive, but there are trade-offs. Support is far better though. I'm talking with our org to get us all to switch until Adobe can handle users requests in a proper and sustainable manner.

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