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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I first contacted adobe customer service on the 9th of February, three of my cases have been withdrawn without any contact or explanation.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 I have contacted Adobe customer services four times, all that happens is they open a new case which ends up being withdrawn.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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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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Locking this discussion. Bethanyw45329462 please see my response in Lost serial numer and how to file a complaint..