Please excuse my venting and frustration, BUT:
Although I enjoy using your products, Adobe's overseas "customer support" is one of the worst I've ever experienced. It is also frustrating that Adobe has no means to provide customer feedback for product and "service."
I am tired of talking with individuals on the phone who know nothing about your products, can not place an order correctly, and whose sole function appears to be alienating potential and current Adobe customers. Each time I contact Adobe's offshore service center I hang up the phone feeling angry and frustrated. When I speak with Adobe's doemstic service center teh staff are better trained and knowledgable.
ADOBE: PLEASE inprove your customer service. If you make purchasing and tracking an order any more difficult you'll go out of business.
I don’t think anyone is going to argue about the state of customer service for just about any company these days.
But this is a User to User forum and there’s not much we can do.
That said, if you tell us what the problem is perhaps we can offer some suggestions.
Thank you for asking.
In very simple terms, the Adobe representatives with whom I recently interacted had only a rudimentary understanding of the English language. Ordering the product was difficult due to the inability of the sales agent to understand what I was ordering. That was the first 15 minute phone call, in which I was given an order number and was told the product would be received within 5 days.
When I checked the status of the order 4 days later it was listed as "pending." I called customer service and spent another 20 minutes speaking to a sales representative who eventually told me he didn't know why the order hadn't shipped, other than it needed to be reviewed by "the management team." He had no idea why this was necessary, nor was he able to find out. His only advice was that I should patiently wait for a few weeks and if I didn't receive the order I should call back. I was not satisfied with that response.
When I called the third time, I spent another 17 minutes on the phone talking with a sales rep who told me the reason the order wasn't - and would not - be shipped was that it was incorrectly placed by sales rep #1. I was told the order would need to be cancelled, and that sometime before May 25 I would receive an e-mail from Adobe telling me how to place a new order. I was also told that I would need to download the software, and that purchasing a tangible DVD for CS 6.0 was not an option.
On phone call #4 I finally spoke to an Adobe rep in the US who told me that I was misinformed by the first 3 sales reps with whom I spoke. The US sales rep answered my questions and resolved my issue in about 4 minutes.
This whole experience - which is similar to other recent interactions I've had with Adobe's offshore service center - is why I feel so frustrated. To compound that, I went to Adobe's web site to offer constructive feedback and could not a find a single link to a customer service feedback form. If there is a general link for feedback it is buried on the web site where few people would find it. It is as though Adobe knows that its customer service is bad, and doesn't want to customers to be able to tell them why. I guess ignorance is bliss.
Your expressed your issues well. While we cannot help you here, you might write to the corporate headquarters. They are the only ones that can address the issues you had:
Adobe Systems Incorporated
345 Park Avenue
San Jose, CA 95110-2704
Here's some feedback - sorry it's not glowing.
I have had a subscription to the Adobe Creative Cloud for over a year. You have taken my money and I have paid you.
I had an issue with a card, so I changed it. I updated as many services as I could remember. Adobe Creative Cloud may not have beeon one of them.
But Creative Cloud had been BAD. It had been asking for an interntet connection when there was none - I edit in strange locations, and sometimes, month by month, I do not have a good internet connection.
Now, I am editing in the UK. I have a good internet connection. Adobe Cloud does not recognise me (again), so I fill in forms, I repeatedly click 'authorise software', I check over and over again my Cloud subscription - I have paid.
Now, hear this Adobe: YOU LOCKED ME OUT OF MY SOFTWARE FOR A WEEK. Because your system did not process my updated situation, and could not connect to the internet to confirm this.
Adobe has damaged my company's profits. I have spent 3 hours on Tech Support to put this right, I have a trnascript, and it does not paint Adobe in a nice light.
I'm just saying... Adobe may give good demo, but they do not deliver when the chips are down. I am deeply, DEEPLY unimpressed by Adobe's Tech Support and its Cloud Service. Unfortunately, I cannot work without Audition, I needed Photoshop but because it wouldn't launch, I found an alternative; but I will switch back from Premiere Pro to FCPX. Adobe Cloud is UNRELIABLE in my experience, and I will never let my clients suffer this situation again.
THREE HOURS of tech support to sort a simple subscription issue? Professionals don't have that time, and won't pay for poor service and malfunctioning software.
Europe, Middle East and Africa