1 Reply Latest reply on Apr 11, 2018 10:49 AM by John T Smith

    Does adobe have a email I can complain to?

    kmitchell2006 Level 1

      I ordered software for my new mac not realizing that I left it on the Windows format for the software.  I called the very next day to address the problem and they were great about getting me taken care of.  They told me my software would be delivered to my house in 5-7 buisness days.  It is the 8th buisness day so I called to check up on it.  They told me that the transaction was not made completly and told me that they would refund it and it will take 5-7 buisness days to get the money back in my account.  Then I was told that I should just download the trial version in the meantime.  I explained that I have already did that and it has expired, hints try it before you buy it.  Then I was told that I can purchase it again, I explained that I dont have enough money in my account to cover it.  So now I am out of luck.  Adobe needs to realize most of their buyers are students, and students dont really have the best income coming in for them.  All i am trying to say is couldnt they somehow renew my trial version sense they are the ones that told me something that was not true, because I have been waiting around for days on the software so I can work on things.

        • 1. Re: Does adobe have a email I can complain to?
          mytaxsite.co.uk Level 6

          I haven't read your entire message but reading the subject matter, you can contact Adobe in your own country.  Full details are here:

           

          <http://www.adobe.com/aboutadobe/contact.html?promoid=JOPDO>

           

          Click on Office Locations tab.

           

          Talking of students, they keep claiming they don't have enough money but they are the ones who keep spending more money on booz and ****.  I know this because I was a student once some 6 years ago though I didn't have many friends because all I wanted was to get a good degree and get well paid job in the city.  I think I achieved it!.

           

          Priority is very important at student level.

          • 2. Re: Does adobe have a email I can complain to?
            AllDayDev Adobe Employee

            Sorry for the frustration. JTANNA is correct that you can give us a call to get help. We also have chat available for issues like this.

             

            I just sent you an e-mail to follow up. Please reply to my e-mail, or send me a private message here on the forum if you do not receive my message soon.

            • 3. Re: Does adobe have a email I can complain to?
              rockware

              Carey Burgass

               

              I am replying to you in this public forum, because your company leaves me with little choice. I bought Adobe Photoshop CS6 (Windows, Enlgish) from Adobe.com, in June of this year. I want an install CD, a physical CD. I believe after spending almost 1,000.00 on software, this isn't too much to ask. Apparently Adobe disagrees.

               

              First, I spend about 45 minutes trying to find a way to ask for it, then try your "canned responses" chat. Wow - for the top software company in the world (supposedly) that was extremely disappointing. Mac's Hardware has a better chat service than that, seriously. I was told after about 7 canned responses, to call Customer Support. Which I do. After a 34 minute wait, I am put in touch with a representative who's english is so bad, we spend 15 minutes getting my name, only ny first name, the last name takes another 15 minutes. Finally, she finds my product, and mysteriously hangs up on me. Which, even though she took my phone number, no one calls me back.

               

              I am so disappointed. I have never had customer service like this from companies where I've spent far less money than with yours.

               

              I would like a CD mailed to my home address. Do I need to complain to the BBB, ConsumerAffairs and everyone else that will listen to accomplish this?

               

              Please help me speak to a person who speaks English and can help me, or I will have no choice but to complain, and keep complaining.

               

              Nicole Edwards

              nicole@rockwareit.net

              • 4. Re: Does adobe have a email I can complain to?
                Nancy OShea Adobe Community Professional & MVP

                These are user-to-user forums.  I doubt you'll get a reply from Carey on this matter because this discussion is 7 months old.

                 

                I suggest you call Customer Service again and have your case elevated to a supervisor.   Get the supervisor's name and employee # in case you get disconnected again.

                http://helpx.adobe.com/contact/

                 

                 

                Nancy O.

                • 5. Re: Does adobe have a email I can complain to?
                  radomako49

                  I tried online chat and was told my matter required a phone call.  I called and after literally waiting a half hour before reaching the right person the phone cut off. So please do not ignore this message.

                   

                  I recently purchased a windows since my mac broke down, however my recently purchased adobe acrobat is for a mac.  I prefer downloading the windows software rather than an installation disk if there is a choice.  I am a student and using adobe is vital, so please help me.

                   

                  [ edited by forum host - personal information removed ]

                  • 6. Re: Does adobe have a email I can complain to?
                    mytaxsite.co.uk Level 6

                    radomako49 wrote:

                     

                    I tried online chat and was told my matter required a phone call.  I called and after literally waiting a half hour before reaching the right person the phone cut off. So please do not ignore this message.

                     

                    I recently purchased a windows since my mac broke down, however my recently purchased adobe acrobat is for a mac.  I prefer downloading the windows software rather than an installation disk if there is a choice.  I am a student and using adobe is vital, so please help me.

                     

                    You can post your problem at this link.

                     

                    <http://forums.adobe.com/community/general/forum_comments?view=discussions>

                     

                    Some Adobe staff will help you out and direct you to the relevant department.

                     

                    Good luck.

                     

                    [ edited by forum host - personal information removed ]

                    1 person found this helpful
                    • 7. Re: Does adobe have a email I can complain to?
                      joshuat79907545

                      talking online no-one gives you a comment on complaints and then after pestering they say they have no details for a complaints department. Adobe have been so unprofessional and I need to make a complaint, anyone have an email or telephone number? Thanks

                      • 8. Re: Does adobe have a email I can complain to?
                        iQPro

                        Been scammed BIG TIME!

                        • 9. Re: Does adobe have a email I can complain to?
                          iQseries Level 1

                          Adobe is a good product... which seems to be being ruined by their current customer service set-up.. not sure the company realise how bad it is ... if you have a complaint, my advise would be to make sure it gets past customer service to the HQ

                          • 10. Re: Does adobe have a email I can complain to?
                            saibalguha

                            Hi,

                            Below is my recent experience with one of the Adobe products and their Customer Support.


                            In 2013 while in UK I purchased a standalone version of Adobe Dreamweaver CS6 from online store (iSoftware.co.uk) The dealer was supposed to be authorized and genuine – at least there was no reason to doubt the genuineness of this company from my side. I registered the product with Adobe and since then I was using this without any issue until recently.

                            Recently after formatting my laptop hard drive when I tried to re-install the product (that worked many times in past) it failed saying that "The serial number you entered has been revoked. This product cannot be installed. Please contact Customer Support." I searched online and tried to contact Adobe hoping that they will resolve the issue and open my key. The only contact option I found was thru “Chat”. After long wait time and one failed attempt I at last got one support person and explained him the scenario. At my dismay, he said that Adobe found this key invalid and revoked the right to use it. I asked him several questions (given below) and he only apologized saying he cannot do anything. As last he told me someone will call me after one hour and ended the Chat session. Nobody called ever after that.

                             

                            My questions:

                            1. I purchased the software paying the full price and registered the key with Adobe. If they could tell me then that the key is not genuine I could have claimed a refund. Why are they telling me this after five years when the source company no more exists?
                            2. Is it not Adobe’s responsibility to protect its customers from fraudulent software? Why did they not take any action and place proper system to help its customers to protect from frauds for so many days and suddenly victimize their customers for using their product?
                            3. The Customer Support told me that there are thousands of such cases happened and I am sure Adobe just washed their hands off without solving any problem (like mine). Is the money now only driving factor for this company?

                            My purchase detail is given below.

                             

                            Adobe Dreamweaver CS6 (iSoftware.co.uk)
                            30-Nov-2013
                            Your order number is 39379.
                            Order confirmation – iSoftware
                            1 x Adobe Dreamweaver CS6 Windows Full Edition - Electronic Download @ £229.95

                            License Order ID 39379. License Ref: EV791279001LP. 
                            Order ID: R1908-39379 
                            Product Name: Adobe Dreamweaver CS6 Windows Product Serial: 1192-XXXX-XXXX-XXXX-XXXX-9931

                            Hope to hear someone from Adobe to answer my questions. From Adobe forum I can see that they fixed few issues by providing them with a new serial number but probably I am not that close to Adobe to get the fix for me.

                             

                            Below are some related links from other’s experience on same issue.

                            https://forums.adobe.com/thread/1669657

                            • 11. Re: Does adobe have a email I can complain to?
                              John T Smith Adobe Community Professional & MVP

                              1 - In the last year Adobe has "tightened" their registration process due to situations like yours... dealers were selling licenses that were not legal for some reason... you, and others, have been caught by the new registration process

                               

                              2 - no... Adobe has no control over a company that sells a license it should not... I do agree that the ORIGINAL registration process should have caught the error

                               

                              3 - the dealer you bought from sold you an illegal license... I do agree that the ORIGINAL registration process should have caught the error

                               

                              There is nothing anyone here can do