Where can I file a complaint?

New Here ,
Jan 14, 2010 Jan 14, 2010

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Hi all,

I have been in contact with Adobe Tech Support since the beginning of November when I started receiving a message "licensing stopped working." I spent hours and hours calling tech support, with no solution. Often times my calls were hung up in transition. More than a few times, I was promised a call back "in ten minutes," or "in two hours," but calls were either never returned, or returned another day when I was at work (even though I told them I would not be available on that day). I tried all remedies they suggested, but they did not solve the problem. Finally they told me to send them a log file, which I did in the end of November. They said they would call me back in a few hours -- and it has been almost two months. I requested the result of log analysis a few times via Portal, but no reply. Meanwhile, I was unable to use my CS3 (I was using CS4 trial version for a while, but I was not even able to use it after performing one 'remedy' a tech support suggested). Yesterday I suddenly received a message from Adobe saying "Window 64 bit is not supported for CS3," when my OS is 32 bit.

I am extremely frustrated with this situation and would like to file a formal complaint against Adobe. I asked a tech support rep to whom I can file a complaint, but he was not able to help. Could anyone suggest where I can file a formal complaint (either to Adobe management or the third party consumer adovocate organization)? Your advice would be appreciated.

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Most Valuable Participant ,
Jan 14, 2010 Jan 14, 2010

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1st, read some of the messages at

http://forums.adobe.com/community/general/adobedotcom_feedback where some options are discussed, including several messages with an email address that seems to work

2nd, there is a Facebook page (mentioned in the link above) that sometimes gets a reply

3rd, contact the Better Business Bureau in your area

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New Here ,
Jan 14, 2010 Jan 14, 2010

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Thanks, John!


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LEGEND ,
Jan 14, 2010 Jan 14, 2010

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You might want to file a Bug Report with Adobe. Give all details, so that they can replicate the problem. They DO read those, and will test.

Good luck,

Hunt

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