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Why is Adobe's customer service so pathetic?

Community Beginner ,
Apr 13, 2013

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Seriously.

I've had repeated problems with my account and they are never rectified properly. When I talk to other members of the design community, their experience has been similar.

The live chat is a joke. The phone number takes 2 hours on average and is also a joke. I've even had it suggested that I use the postal service to mail my issue in to Adobe to get it rectified.

I'm so irritated with Adobe that I could just cry. I'm at my breaking point. Has anyone else had similar experiences? Why do you think Adobe does such a poor job in this area?

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Why is Adobe's customer service so pathetic?

Community Beginner ,
Apr 13, 2013

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Seriously.

I've had repeated problems with my account and they are never rectified properly. When I talk to other members of the design community, their experience has been similar.

The live chat is a joke. The phone number takes 2 hours on average and is also a joke. I've even had it suggested that I use the postal service to mail my issue in to Adobe to get it rectified.

I'm so irritated with Adobe that I could just cry. I'm at my breaking point. Has anyone else had similar experiences? Why do you think Adobe does such a poor job in this area?

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Apr 13, 2013 0
Most Valuable Participant ,
Apr 13, 2013

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This is essencially a user to user forum, so is is highly unlikely that any regular participant is in a position to explain why Adobe does or doesn't do anything. It is also a forum to discuss the Adobe forums themselves, and your message is not related with these forums. Except for simphatizing with your complaints, I am afraid that there is not much more that we can do to help you.

On the other hand, if you are looking for help with problems you have had with your Adobe account, you should start by giving full details about them.

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Apr 13, 2013 0
LEGEND ,
Apr 13, 2013

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Yes, Adobe help is dismal.  Many of the chat help people tell users to go to the Forums if they want answers.

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Apr 13, 2013 0
Mentor ,
Apr 13, 2013

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If You can't get Help there, or here. and have no where else to turn try first: mailto:adbecare@adobe.com. If you get the reaction of  Fence Post. Take it to Facebook. A gisruntled Adobe User started a Page for complaints. I don't know whether its still there or not But when it was working someone from adobe would get the situation rectified.  It seems Companies if the only place they complain is within channels they can just ignore. More companies are doing so because they no long show loyalty to customers. So the only way to get anything done is to air the dirty laundry publicly Companies don't like bad publicity.

I grew up in a day and time when a man's word was his bond.  Today you better watch you back when you turn around your liable to get stabbed in the back.

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Apr 13, 2013 0
Community Beginner ,
Apr 14, 2013

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is it adbecare@adobe.com or adobecare@adobe.com?

Thank you for the honest help, Phillip Jones!! I honestly appreciate it!

I've been struggling with Adobe for years and the fact that they don't care could not be more apparent to me (and everyone I share my story with!)

I'll search for that facebook page, too!

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Apr 14, 2013 0
Mentor ,
Apr 14, 2013

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That's the address  I saw in this forum. but it might be as you say mailto: adobecare@adobe.com

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Apr 14, 2013 0
LEGEND ,
Apr 14, 2013

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susanco wrote:

is it adbecare@adobe.com or adobecare@adobe.com?

It's the first one: adbecare@adobe.com

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Apr 14, 2013 0
LEGEND ,
Apr 15, 2013

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Correct.  ADBE is the stock exchange symbol for Adobe.

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Apr 15, 2013 0
Enthusiast ,
Apr 18, 2013

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Like other successful companies, Adobe has grown so large that it cannot properly support itself.  Many companies see "Support" as one of the first areas in business that can be cut and scrimped on to save money, but the reality of it is that support is a company's last line of defense when their products fail their customers, and things need to be set right.

I've had tickets with Adobe where after paying hundreds of dollars, you're connected with a person who has a thick foreign accent.  I just feel awkward when I have to repeatedly say "I'm sorry, can you repeat that, I just can't understand you".

Best of luck in getting help.

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Apr 18, 2013 1
LEGEND ,
Apr 20, 2013

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Well, from the perspect of a VP of service or director of customer support, when you have perfect products and great documentation, why should you need support?  And of course failing to achieve those things are someone else's problem.

-Noel

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Apr 20, 2013 0
Mentor ,
Apr 20, 2013

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Perfect Products Sure you jest?

Acrobat for Mac has a 15 year old bug related to Word /Excel files

Perfect Products ?  That's a laugh a minute.

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Apr 20, 2013 0
LEGEND ,
Apr 20, 2013

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And yet here we are.  Adobe clearly thinks they're perfect.

Removing people's ability to complain reduces complaints markedly.

-Noel

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Apr 20, 2013 0
Community Beginner ,
Apr 13, 2013

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Hi Susanco!

While I can (virtually) sympathize with your message, my experience in all the areas of Adobe have been quite different from yours – And I DO UNDERSTAND ”BREAKING POINT”!!!!!

I have not read all of your posts – just this one – thus my input may not be accurate for your particular situation.

So I will simply recite all of the life and professional lessons I have found invaluable useful in my career:

“Honey draws more flies than vinegar” (old proverb but given as the wisest advice from my jaded Father – a nuclear engineer)

Write questions/comments to any and all forums/staff as if they are a question – or collunariums – rather than an accusation against the employees of Adobe & Adobe as a corporation in general.

As an “Information Specialist”/”Catalog Librarian”/ “Certified Archivist?”Internet Librarian” by profession and degrees I do have to point out one very important area: If one proclaims him/herself as an “expert” in Adobe than the expectations of Adobe “Employees” will be raised per se.

For example, I have my MLIS (Masters in Library and Information and Science) plus CARM (Advanced Certificate Archivist and Records Management):

If I posted on one to my many MLIS/Information Specialist/Librarian/Catalog Librarian/Archivist/Records Management LISTSERV a request for someone else to find information for me –

Information which all of my training & degrees inherently proves that I should be able to discover/find my myself as per my degrees shows that I am being lazy, ignorant, or not worthy of my degrees/Certifications & I would be read “The Riot Act” or ignored.

As per my profession it is my inherently obligation to search for the “Answers” to my questions in previous archived posts. Hence, what COULD be perceived as the [lack of] responses from Adobe employees may simply be that Adobe employees have INNUMEROUS requests to reply to and they NEED to prioritize the urgency of each particular situation.

So with all my respect as another Adobe customer at the “whim” of Adobe Employees I am fully confident that that you are intelligent and comprehend the many facets of an Adobe employees in terms of urgency, prioritization, and expectations of Experienced Users utilizing the Search capabilities to find the answers for yourself rather than being “spoon-fed.”

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Apr 13, 2013 0
Community Beginner ,
Apr 14, 2013

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>“Honey draws more flies than vinegar” (old proverb but given as the wisest advice from my jaded Father – a nuclear engineer)

Except, I've had the same issue for 2 years and it doesn't involve Software, it involves Adobe's billing. They've been mischarging me for 2 years and I can't really solve that by searching forums or finding answers myself. That's something that only they can truly fix.  And they haven't. For 2 years.

If you think Adobe's support is so great, why don't you get them to help you with a billing issue today? Here's a hint: you can't -- because they aren't working today.  You can only talk to a chat person who will let you know that he can't do anything.

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Apr 14, 2013 0
Community Beginner ,
Apr 14, 2013

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Hi Susanco,

I sincerely apologize -- I was unaware that your issue was biling. I have not had to deal with any billing issues so I cannot comment on that.

I was wrong to assume that you were complianing about Adobe customer service being in the realm of rectifying website problems, technical issues, and such. My personal experience with them has been fabulous in that area. I do see many cyber-rage posts concerning Adobe that seem "unfair."

So sorry for my erroneous assumption and I hope you can fix this quickly.

I do agree with you about the chat -- phone is better.

I did get extremely frustrated with the tech help "24/7" chat a while ago. I am hosting a website for a documentary film that is now in the Festival Mode so the website is intricate for their success/funding. I needed help on a Saturday but had to wait until Monday. When the person I was chatting with gave the good-bye message along the lines of "We are here to help you 24/7" my response was "NO. You are available Monday - Friday 8:30am–5pm (Eastern Time)!"

Here is the link with all the Adobe phone #s including refunds:

http://www.adobe.com/company/contact.html

With many ocompanies I have found that saying you want to purchase a product gets a human on the line much faster than "refunds."

Have you gone to these pages? Perhaps your product falls into a category of no longer refundable?

http://helpx.adobe.com/x-productkb/policy-pricing/help-acquiring-product-orders-returns.html

Or

http://helpx.adobe.com/x-productkb/policy-pricing/subscription-connect-service-plan-faq.html#main_Bi...

I hope this was helpful and aplogies once again for lumping you in a cyber-rage group -- I feel bad about that.

I would enjoying hearing if you have any succcess.

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Apr 14, 2013 0