adobe customer support is absolutely terrible

[James38492525zetu]

I had an incredibly frustrating experience with Adobe customer support. I called to address a specific issue and, after clearly explaining my problem, requested to speak to a supervisor. Instead of connecting me, the representative put me on hold for several minutes only to return and ask me to explain my issue again!

When I reiterated my request for a supervisor, I was told it would be a long wait. I agreed to wait, but the rep came back to say it would be too long. Despite my patience, she insisted on trying to fix the issue herself. She placed me on hold once more and then ended the call without resolution.

I spent 30 minutes of my lunch break trying to resolve this issue, only to be treated with dismissiveness and inefficiency. This level of service is unacceptable and highly disappointing. Adobe needs to seriously improve its customer support procedures.

[Peru Bob]

What is the issue?

Maybe we can help here.

[R Neil Haugen]

Quite often you can get quicker assistance from the other users here. Ah well.

[shotbydna]

I honestly don’t know how they get away with it. Its the worst customer support I've ever dealt with. This forum is the way for answers

[Abdulrezzak35008391gwkr]

haha I completely agree, they are like bots but not at the same time.

[Kevin-Monahan · Accepted solution]

Hi,

I moved this post here away from the troubleshooting forum, "Discussions." Though I appreciate the critique, this is off-topic banter.

When connecting with Adobe Support, insist on working with the "video queue," otherwise you might get a generalist that will try and solve your issue. Ask if they are on the video queue, if not, ask to be transferred there. You should have a much better experience if you follow that advice. Sorry for the hassle.

As a reminder, please abide by Adobe Community Guidelines and do not disparage other human beings, including Adobe employees or contractors.

Thanks,
Kevin

[eduardo_3550]

Brother... Where do i start. Regarding the long time that they take to respond a ticket. Here area few "house specials" they have provided me:

1- they often advise you not knowing your exact version or infrastructure.

2- they let you ticket for infrastructure upgrade hanging, regardless asking them with 48 hours notice

3- they have literally broke my site, but they didn't fix it, they asked me to fix it (in the middle of business hours, site down for hours)

And afew more that i'll share with you in some other time...

Worst customer service ever... And i live in Argentina...

[R Neil Haugen]

Adobe's support system can range from "not useful" (ahem) ... all the way to very good. And yea, the at times poor support response can be very frustrating.

As support staffer Kevin always suggests, when getting into Adobe support, either via chat or phone, always ask for the "video que" specifically. As that gets you past the generalists to someone who actually knows something about Premiere specifically. Rather than a more generalist support type.

And of course, for many things, this forum is actually better at support than the support system. So many of us users do seriously suggest trying the forum before going into their help system.

So ... have you searched here for your variuos issues, or asked in a post you've created?