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How do I file a complaint with Adobe?

New Here ,
Mar 03, 2015

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How do I file a complaint with adobe?

I am incredibly frustrated and appalled at the customer service I have received whilst attempting to resolve a lost serial number.

My hard drive became faulty and I had to replace it. Whilst trying to reinstall my educational copy of CS6 I realised I had lost my serial number.

I contacted Adobe and was told to provide proof of purchase. I received my copy of CS6 through my Disabled Student Allowance, which means it was purchased on my behalf by a funding body and brought from a specialist company (Invate). I have contacted both establishments and all the documents they could provide me with where an invoice and a quote for the equipment. I have also provided my proof of eligibility at the time and the university email address the serial number would have been sent to.

I first contacted adobe customer service on the 9th of February, three of my cases have been withdrawn without any contact or explanation. All that was posted on the cases was a short sentence saying we have not received a response from you. I was told I would be emailed. I have contacted Adobe customer services four times, all that happens is they open a new case which ends up being withdrawn. I have spent many hours talking to your customer service and emailing companies to find proof of purchase. I have also lost three weeks of work and access to my files due to a lack of any response, general neglect and poor service.

I am incredibly annoyed and saddened by the lack of assistance.I have loved using adobe’s products but this is unacceptable treatment.

I want to file and official complaint and I want this issue resolved immediately.

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How do I file a complaint with Adobe?

New Here ,
Mar 03, 2015

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How do I file a complaint with adobe?

I am incredibly frustrated and appalled at the customer service I have received whilst attempting to resolve a lost serial number.

My hard drive became faulty and I had to replace it. Whilst trying to reinstall my educational copy of CS6 I realised I had lost my serial number.

I contacted Adobe and was told to provide proof of purchase. I received my copy of CS6 through my Disabled Student Allowance, which means it was purchased on my behalf by a funding body and brought from a specialist company (Invate). I have contacted both establishments and all the documents they could provide me with where an invoice and a quote for the equipment. I have also provided my proof of eligibility at the time and the university email address the serial number would have been sent to.

I first contacted adobe customer service on the 9th of February, three of my cases have been withdrawn without any contact or explanation. All that was posted on the cases was a short sentence saying we have not received a response from you. I was told I would be emailed. I have contacted Adobe customer services four times, all that happens is they open a new case which ends up being withdrawn. I have spent many hours talking to your customer service and emailing companies to find proof of purchase. I have also lost three weeks of work and access to my files due to a lack of any response, general neglect and poor service.

I am incredibly annoyed and saddened by the lack of assistance.I have loved using adobe’s products but this is unacceptable treatment.

I want to file and official complaint and I want this issue resolved immediately.

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New Here ,
Mar 03, 2015

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I was 'lucky' enough to have this hour conversation if anyone else wants to know how to complain

info: Thank you for your patience.

While you wait, you can try our community forums where experts are available 24 hours a day, 7 days a week.


info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week.

info: You are now chatting with Tshering.
Tshering: Hello! Welcome to Adobe Customer Service.
Tshering: As I understand that you are not able to find serial number is that correct?
Bethany Wood: Hello
Bethany Wood: yes
Tshering: Thank you for confirming.I will be glad to check the issue and help you accordingly
Bethany Wood: ok
Tshering: I can see that your case has been escalated to higher level support and you have to wait 5-7 business working days.
Tshering: When the Issue is completely solved, you will receive the email from us.
Tshering: Are we still connected?
Bethany Wood: Yes. I was told the issue would be resolved in 48 hours I have been waiting three weeks for any kind of response
Tshering: Sorry for any inconvenience this has caused
Bethany Wood: I would like an email address or telephone number so I can file a complaint.
Bethany Wood: are you still there?
Tshering: Yes
Tshering: Sorry for any inconvenience this has caused
Tshering: You have to wait 5-7 business working days
Bethany Wood: Im sorry this is just unacceptable. I appreciate its not your fault but please can I have and email address, telephone number or even a postal address to file a complaint at how this issue has been handled.
Bethany Wood: hello!
Tshering: I Understand that but I am really sorry for that
Bethany Wood: How can i file a complaint about how the whole issue has been handled?
Tshering: I have checked your all the case number and I can see that your case is escalated to high level support
Tshering: Please bear with us, within 5-7 business working days your Issue will get solved.
Bethany Wood: okay yes the issue may be solved in 5 - 7 working days but I will still want to complain, so how do I go about this?
Tshering: This is the email address dl-techsupport@adobe.com for the complaint
Tshering: Thank you
Tshering: Is there anything else I can help you with?
Bethany Wood: no
Bethany Wood: thank you
Tshering: You are welcome.
Tshering: Thank you for contacting Adobe.  We are available 7 days a week, 24 hours a day. Goodbye!


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Adobe Employee ,
Mar 03, 2015

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Locking this discussion.  Bethanyw45329462 please see my response in Lost serial numer and how to file a complaint..

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