Adobe Customer care performance will no doubt affect negatively Adobe's results in 2018. They simply don't appreciate our business. NB. As per the following link- since Nov.9, 2017 and till now Vidya Sagar -Adobe Staff - did not reply to me although she promised to provide me with help. Moreover, when I mentioned that I will raise the matter to a higher level of authority she wrote to me that her colleague sent me a response, something which never happened as I explained to her. Her attitude proves that she just dosen't care! Re: Adobe Premiere Pro CC 2018 Dolby Audio Problem Also, I am glad to share with you the following communication of today which reflects how Adobe customer care handles issues related to business: info: Thanks for contacting us. We’ll find a representative for you to chat with and keep you posted on your wait time. This chat will become active once a representative responds. Did you know you can get answers to most of your Adobe-related questions at help.adobe.com? Find helpful video tutorials, tips for troubleshooting, and user guides for all our products. You can even get answers from members of our vibrant forums community. Visit help.adobe.com. Please hold for the next available agent. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: You are now chatting with Uday Singh Jadaun. Please don’t close the chat window or browser tab since it will end our chat session. Uday Singh Jadaun: Hello! Welcome to Adobe support. Uday Singh Jadaun: We appreciate your patience and apologize for the wait. Ashraf Aziz: day, are yo there? Uday Singh Jadaun: How are you doing? Ashraf Aziz: Very bad because of you! Uday Singh Jadaun: I am really sorry for the inconvenience you faced. Ashraf Aziz: Uday you cannot deal with your customers this way unless you don't appreciate our business Ashraf Aziz: At its annual Adobe Max conference in Las Vegas, Adobe executives said Wednesday afternoon that they expect revenue to increase 20% in 2018 to about $8.7 billion and adjusted earnings to increase to $5.50 a share from this year’s estimated annual total $3.75 a share. How could you achieve all that while you are dealing with your customers this way? Uday Singh Jadaun: Ashraf can you please notify me what is the issue you are facing? Ashraf Aziz: ok Ashraf Aziz: I received a email from Adobe informing me that my Premiere Pro CC one year annual plan, monthly payment which started on the 30th of Dec. 2016 and should end this current month will increase from 135 EGP/month to 349 EGP/month (amount multiplied by 2.59 times!!!) claiming that "As part of doing business globally, Adobe monitors currency exchange rates in order to make adjustments to their pricing up or down as needed." Since Egypt has floated its currency in a move that has reduced its value by almost 50% against the dollar, something which took place on the 3rd of Nov. 2016 (almost 2 months prior to the above mentioned annual plan) & Since the Egyptian pound has raised up by about 15% during the last year and is currently stable at that rate, I find no excuse for Adobe to ask for that increase in the monthly payment amount. Ashraf Aziz: I contacted Adobe and received a promise which Adobe didn;t respect. Here is the part I would like to show you Ashraf Aziz: This chat took place in December 23, 2017 Shivam Singh: Okay so I am escalating this case to my supervisor who will be taking care of that so that we can get rid of this issue as soon as possible. Ashraf Aziz: ok, I would like to take my discion accordingly right after the Christmas Ashraf Aziz: Thank you for your clear effort to solve this issue Shivam Singh: You're most welcome Ashraf. I'll give you an update on your email. Ashraf Aziz: Seasons greetings to all the staff Shivam Singh: Okay? Shivam Singh: Thank you so much Ashraf it was a pleasure assisting you and same to you. Ashraf Aziz: ok to expect a response latest by 26th of Dec. is that ok too for you? Ashraf Aziz: I would appreciate replying by email or contacting me if you wish on my cellular Shivam Singh: Yes most probably Tuesday. Ashraf Aziz: Till then, my best wishes for you all Shivam Singh: May I have you telephone number. Ashraf Aziz: lot of fun and happiness filled with the Lord's blessings Ashraf Aziz: sure 0122 400 1735 Shivam Singh: Wishing you a Merry Christmas Ashraf have a good weekend. Shivam Singh: Thank you for the information. Ashraf Aziz: Same to you. Thank you for your concern Ashraf Aziz: Take care Ashraf Aziz: When I did not get any reply through email or a telephone call I contacted accordingly an hour ago Adobe to ask for not to renew my annual plan info: Your chat transcript will be sent to ashrafadelaziz@yahoo.com at the end of your chat. Uday Singh Jadaun: Kindly allow me 2-3 minutes to look into your account. Uday Singh Jadaun: Meanwhile please provide your phone number so I can update it in your account. Ashraf Aziz: Adobe rep. Chirag Arora kept me waiting for almost 40 minutes without transfering me to a supervisor!!! This is no good Ashraf Aziz: Chirag Arora: For that I need to tranfer this chat to a dedicated team which will assist you. Ashraf Aziz: if needed please do that Ashraf Aziz: But don't let me be waiting long as I did few minutes ago Ashraf Aziz: Are you still there? Chirag Arora: Yes, please let me tranfer this chat to them. info: Please wait while we connect you to a representative. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. info: Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly. Ashraf Aziz: Can you see how long I had to wait for Chirag Arora!!! Uday Singh Jadaun: Yes I can see it. Ashraf Aziz: You are asking me about my cellular number while it is written above but it seems you don't read what I write?? Ashraf Aziz: it seems that you don't read what I write to you! Uday Singh Jadaun: I have read your issue. Ashraf Aziz: I will contact Adobe Executives about this bad experience, meanwhile I ask you to cancel my annual plan renewal Uday Singh Jadaun: Ashraf I will do exactly as you are requesting. Ashraf Aziz: I don't want Adobe to charge me 28th of Dec. for the new annual plan as stated in their email to me Uday Singh Jadaun: Do not worry I have stopped the auto renewal for your subscription, Ashraf. Ashraf Aziz: I refuse the monthly amount requested for the new annual plan for the reasons stated above. Uday Singh Jadaun: I understand your issue. Ashraf Aziz: Adobe will face a great change during 2018 based on your care provided Uday Singh Jadaun: Ashraf the pricing is done by the different department. There is nothing that we can do in the price. Ashraf Aziz: Fair enough but you didn't care to reply to me as per your promise of 23rd of Dec. that's the problem Ashraf Aziz: You will lose a lot of market share, but I we will lose nothing Uday Singh Jadaun: There must have been some technical glitch with your request of getting the call back and I really apologize for the mistake. Ashraf Aziz: we are the creative people who can work with any tool specially if there are better ones there like Avid Uday Singh Jadaun: I can understand your frustration Ashraf and we are working for you only. Ashraf Aziz: I don't accept your apology as it's not your fault, but it's others faults Ashraf Aziz: For now, if you have successfully processed my request, I have no other request Uday Singh Jadaun: Ashraf I am really sorry that you have faced such a bad experience with us and I will surely forward your concern to the higher authorities. Uday Singh Jadaun: I have stopped your auto renewal as you requested, Ashraf. Ashraf Aziz: How many days I have left in my current annual plan? Uday Singh Jadaun: You have 3 days to use in your subscription. Ashraf Aziz: Ok that's terminate this chat. Thank you Uday Singh Jadaun: You are welcome. Uday Singh Jadaun: You are going to receive a customer satisfaction survey. I would appreciate it if you fill it out. Thank you, goodbye! Uday Singh Jadaun: Have a great day ahead! Ashraf Aziz: No Ashraf Aziz: I don't prefer to fill out any customer satisfaction survey Uday Singh Jadaun: I am sorry Ashraf if there was anything to make you happy then I would do it without any second thought. Ashraf Aziz: Because it will be very bad, and you did nothing to stick this to you Ashraf Aziz: Thank you. Take care Uday Singh Jadaun: You are welcome.
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