This is going on REDDIT, YOU WILL BE EXPOSED for the penny pinching anti-support-thugs that you are!!!
I am sorry that you had a poor experience with customer support.
These are your only two posts to this forum so this is the first I am aware of your problems. If you want to resolve them please contact me at firstname.lastname@example.org.
If you have already decided to quit I respect that decision.
Oh great!! An email address!! Let me guess.. More sub par English translated solutions to problems that you can't fix?
I have offered to help you and I will. Your decision.
This was an interesting post to come upon. I agree with you,
Ken, I will email you today, thank you for reaching out. I think my initial reply to your email offer was a little uncalled for so I apologize about that, I am just beyond frustrated, its as if Creative Cloud was rolled out to the public without any R & D at all.
Thank you for sympathizing with me, I am going to give the email thing a shot. I'm glad I found the forum :-)
I can undrestand the frustration of the other usesr regarding adobe customer support out sourced to India. And with all respect Ken, I am sure you are very aware of this very very bad customer support and the frustration it causes. I had the same problems as the others. It is very disappointing and at the end of the day we purchased an expensive professional software in the US from a US company. So please get us a US and well trained ( technical issues not customer torture ) support team.
Thanks so much
I understand your frustration ahreckon. I spent half an hour on the phone with support and was passed onto 4 different teams only to be told they couldn't help me. The problem I'm having directly impacts the work I do and I'm at a total standstill with my job. I don't feel valued as a customer.
Agree with OP 100%.
I'm sure some will cry "racism" or some other buzz word but it's nothing more than a language barrier coupled with a relatively unknowledgeable tech support team.
Adobe's tech support itself is basically worthless on the knowledge end of the product. The language/heavy accent + international connection is maddening. 50% of the conversation consists of "I'm sorry, can you repeat that" or "What?" by both parties.
Tech knowledge consists of suggestions of rebooting the computer (thanks), installing a number of different browsers (don't even know what to say or think about this tactic), uninstalling then reinstalling (this is fun Adobe! More multi GB downloads to play with and wait on, please!), and finally to install screen sharing software with someone random person from another part of the world with different privacy laws (Adobe...I love you).
I once tried the online support chat... It was a computer an NO human being portraying to be one...
It just kept asking generic questions - wanting to fool me into thinking I was in a chat... It was so stupid that we plan to do a screen cast of how adobe tricks their clients to think they talk to an actual individual.
Probably one of the most pathetic scams I have ever seen on the web !
Next to the release of Adobe CC !!!
While I might not have to courage to scream out as did ahreckon and others, I have called 4-5 times in the last year and received horrible, uncaring support. I say uncaring beause I am convinced of the person's ability to read, write and speak in English language, but the proposed solutions are nothing more than idle guesswork.
Here is an example of a very simple issue that the support agent could not wrap their head around.
All I wanted was to know how I could deactiveate my CC on one laptop and activate it on my new laptop. Simple as I later learned.
Note the wait time, and then the time remining for me to contact support by phone in the end. Also note that I never got through to support. Music for an hour, then I hung up.
The exchange was humourously pathetic even from the first line...
info: All representatives are actively assisting other customers. Your estimated wait time is 18 minute(s) and 9 second(s) or longer. Thank you for your patience.
info: All representatives are actively assisting other customers. Your estimated wait time is 18 minute(s) and 9 second(s) or longer. Thank you for your patience.
info: All representatives are actively assisting other customers. Your estimated wait time is 12 minute(s) and 57 second(s) or longer. Thank you for your patience.
info: All representatives are actively assisting other customers. Your estimated wait time is 9 minute(s) and 42 second(s) or longer. Thank you for your patience.
info: All representatives are actively assisting other customers. Your estimated wait time is 5 minute(s) and 17 second(s) or longer. Thank you for your patience.
info: You are now chatting with 'Pavithra'
Pavithra: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
Pavithra: Sorry for the last statement, that was not addressed to you, please continue.
Pavithra: Hello! Welcome to Adobe Customer Service.
Matt: oh hi
Pavithra: Hi Matt.
Matt: I use a macbook pro
Matt: older one
Matt: now I bought a new one
Matt: macbook pro
Pavithra: I understand that you would like to know how to install the software on new computer. Is that correct?
Matt: is it easy enough?
Matt: Pavithra is a cool name
Pavithra: Thank you Matt.
Pavithra: Thank you for confirming.
Pavithra: I will be glad to check and help you with this issue.
Pavithra: May I have the exact error message you are getting?
Matt: no error
Matt: just asking in advance
Matt: what are the steps?
Pavithra: Alright . Let me provide you the steps.
Pavithra: You are welcome.
Pavithra: Click here to know more.
Matt: Changing product installation location in Adobe Application Manager?
Pavithra: Well in this case please contact our technical support team to fix your issue.
Matt: I have no issue to fix. This is an installation question.
Pavithra: This seems to be more of technical issue and Since I from Customer Support, In this case I will suggest you to contact our Specialized technical support team so that they would be able to resolve the issue better. I will provide you with the contact details for technical support team.
Pavithra: Please allow me a moment while I provide you with the contact details of technical team.
Pavithra: Click here to view the contact details
Pavithra: Is there anything else I can help you with?
Matt: that link is not to tech suppport
Matt: that is a sales contact page
Pavithra: You can directly contact our technical team at 800-833-6687 between Monday to Friday, 5am to 7pm PST.
Matt: looks like I have 11 minutes
Matt: I guess I better hurry now.
Pavithra: Is there anything else I can help you with?
Matt: no thanks.
info: Your chat transcript will be sent to email@example.com at the end of your chat.
Ahreckon and others have a point. Your products are awesome --- and very expensive. However, youe support channels are very lacking in professionaism.
What can I say? I have been your products for a full decade beyond that of ahrecken. That is 25 years. Adobe used to have a high standard of customer service excellence.
I digress and resort to my knowegebase.
you were talking to a computer... Such like SIRI...
It was not a real person..
Had the same experience...
Shame on adobe for fooling their clients into thinking they are talking to a real person !
I also have to post about this. Horrific customer support!!!! I've been using Adobe for about 20 years and cannot believe how terrible it is. I tried online chatting 4 times. Got transferred twice, disconnected once and sent to an Acrobat "professional" instead of an InDesign professional which was clearly stated as the problem.
One of the guys kept insisting that my files were corrupt when they clearly weren't...you can;t download and open corrupt files...
I then tried to call, was told by a machine to give them my name so they can call me back and I won't "lose my place in line". They called back about 1.5 hours later and as I write this, I have been on hold for 25 minutes.
What a joke!!!!!!!!!!!!!!!!!!
It seems all of us know more than the customer support team ever will. I am still on hold...going to hang up and resort to forum help.
this chat with adobe 'tech' charu started at 2.
a book i'm working on suddenly decided it could no longer be opened - as did several other indesign files.
i went to adobe support and sent them the packaged file, complete with pdf used for proofing.
they tell me a third party plug in has corrupted the book.
Charu: Are you using any external plugins also?
Adam Bucci: no
Charu: The file is not opening on our end also and giving the same error message.
Charu: It seems that there is some external plugin which you are using has got corrupted and that is not installed on our end also.
Charu: That is why we both are getting same error message.
there is no third party plugin. error message clearly states it to be an adobe plugin at fault.
and if they had read the instructions that get packaged with the file theyd have seen that
support person tells me a 'recovered' document has bee made and can be downloaded.
Charu: I have recovered the file but you might have to make some changes in that as per your requirements.
Charu: I am sending you back the package file.
Adam Bucci: how did you get it to open?
Adam Bucci: i have several other files that all display the same error message
Charu: I recovered it through the PDF.
Adam Bucci: and how do i go about doing that here?
Charu: It is done through scripting.
Adam Bucci: so, because of a plugin that i do not have installed for cc 2014 i have to re do all my work?
so i download it.
i open it.
and find this
an 8.5 x 11 book with a bunch of placed pdfs in it. not even close to the original document set up, and most importantly, completely uneditable.
the recovered book is just a new book with pdfs placed in it.
i tell the tech this 'recovered' book is useless as i cannot make changes.
Adam Bucci: I'm afraid this is absolutely of no use to me. i have to rebuild this book from scratch. i cannot make changes on placed pdfs
Charu: The file is editable which I sent you.
Charu: You can change the layout from document setup and then align the pages as well.
Adam Bucci: i have changes to make to the copy and some photos. how do i do that? this file is useless, you sent me a file with a bunch of placed pdfs in it. i already have a pdf for this book.
Adam Bucci: i need the original indesign document, with text i can edit and pictures i can move
Charu: Did you choose the option "Include IDML" when creating package for the file? - there is no option to include IDML when packaging, thats an export option
Charu: As I said that you can use the IDML file for that which I have included.
i open the idml file the 'tech' tells me i can use to recover my work
it looks like this
again its an 8.5 x 11 document with a bunch of placed pdfs inside it
Adam Bucci: the idml file is exactly the same as the indesign file you sent in that its nothing but placed pdfs. utterly useless to me.
Charu: Okay, let me forward your file to our senior level team and will try if it can be recovered or not.
Charu: But this may take some time.
Adam Bucci: this is supposed to be printed on monday morning my time. i have a long list of changes to make as well as extra pages to insert. i have, through no fault of my own, seen my weekend vanish as i rebuild this book in time for my client to approve all corrections and changes and for it to get to the press on time.
Charu: I am forwarding the files, we will try our best to recover them
Charu: At the moment it is the best I can do at the moment for you
Charu: Sorry for the typing mistake
Charu: It is the best I can do for you at the moment
Adam Bucci: and how long will that take? i'm paying good money for cc 2014 and to have it wipe out many days of work is unacceptable
Charu: We will let you know on Monday if we were able to recover the file
Adam Bucci: monday is too late. i'm losing a lot of money if this does not go to press on time.
Adam Bucci: could you transfer me to a senior level person who might know how to fix this?
Charu: Unfortunately, we do not have any other option at the moment. I understand that
Charu: you have lost considerable amount of work & time
Adam Bucci: and money
by this time, a couple of hours have passed and i'm getting a bit annoyed by their help
Adam Bucci: so and please correct me if i'm wrong. it seems that a fault within indesign wiped out my current work and some past work. adobe's fix for that is to insert pdfs that in no way can be altered on pages of a new 8.5 x 11 document that adobe now calls a 'recovered' indesign file.
Adam Bucci: adobe blames the incident on a corrupt third party extension even though none is installed or used.
Adam Bucci: all this leaves the designer with the task of a. explaining to client why corrections will not be sent by days end, why book has to be rebuilt, and why the book will not be printed at the date and time specified.
Adam Bucci: and there is no guarantee that won't happen again, because adobe doesn't know why it happened in the first place, even though an error message pointing out the problem is with an adobe plugin.
Charu: we are still not sure why the document got corrupted
Charu: we will try our best to recover the file
Charu: But unfortunately we do not have anyone from the senior level available at the moment to take a look at the file
What? no senior level technicians available? its 4pm on a friday. unless the united states got the afternoon off and i didn't hear of it, how on earth can adobe not have anyone quailfied at their support centre during US business hours?
the 'tech' asks how many indesign docs i have that are inoperable
Charu: How many files do you have with which you are facing this issue?
Adam Bucci: at least 5, maybe more, i have to go through every file i've worked on since i started using indesign cc 2014 - more wasted time for me
Charu: Do you remember any last action you took with these files?
Charu: Any action that you had performed on these files last time?
Charu: when they were openable?
Adam Bucci: i saved them, then closed them.
Charu: Did you install any OS updates recently?
Adam Bucci: no. nothing has been altered on my mac. its just as i left it yesterday, the day before and the day before that.
Adam Bucci: they were openable before noon today. after that indesign decided it did not want to open files it had opened earlier in the morning.
the chat ends a few minutes later, it is now 4.42 pacific time. the lag between some responses from the tech exceeded 15 minutes
it turns out there are about 17 indesign files - 10 of which were built with indesign cc 201 - that are suddenly useless - some of which haven't been opened in weeks.
its utterly unacceptable that adobe has no technicians available during afternoon business hours in the US.
i have not heard back from their senior technicians.
i cannot find any reason why at my end why indesign cc 2014 couldn't open these files.
i'm paid through october 2015 with my 'subscription' and if i can expect this level of support i'm seriously considering asking for a full refund. i lost my weekend, missed a couple of deadlines, and thankfully my client was understanding.
so adobe, if you read these forums, i just want you to know your support service sucks. you're making a lot of money forcing everyone to subscribe and receive a bunch of software most will never ever use - i do print and web design, why on earth do i need premiere,after effects, prelude, scout or even speed grade? and i'm sitll waiting for a phone call from you guys as well as a report on whatever your senior lever technicians were able to do with my document
I saw your post to help someone else about the customer care and I have emailed in hopes you will get back to me, but am posting here too incase you can get me to someone quickly that can help. I have been on the phone with “Sanchel”, that seems to be everyone’s name that I speak with in India, or wherever I am being transferred. I have been a loyal customer to Adobe for many years. I am a one man shop and need help now.
I am using InDesign CC 2014. In the last week it started with one file, now it is all of my files. As I select on type to change the point size or the font itself, it jumps out of that filed so as I type the point size it actually changes my words instead of the type size. It doing that in every field. Even on the color pallet when I have that open and try to hit tab to change the mixes, it jumps, or flashes. It seems to flash all the time with something going on.
I thought it was a font issue at first, but I have changed the fonts to only Open Type and it continued to do it.
I reinstalled Suitcase Fusion. Didn’t help. Then went back to a lower version of Fusion, still happening.
I reinstalled InDesign CC 2014. Still happening.
I went to my laptop and no issues.
I disconnected my external drives and still the same issue.
I tried using InDesign CC. Same issue.
I tried InDesign CS6 and it seems to work ok.
I have huge deadlines and need help please.
Can you please call me and help me out or send me to someone in the US that knows what they’re doing?
By the way, I was transferred and put on hold, after being called back. Sent to two people who couldn't seem to help, then hung up on while he was "checking on something". Now I have been waiting for a call back that was supposed to be 2-4 minutes, for 30 now.
i'll be at photoshop world next week. the adobe ceo shantung narayen will be there. i think i'll print out this discussion and pass it on to him in person. hopefully i won't get kicked out of the conference.
Excellent. I am still waiting on a call back, over 2 hours now. I also put this message in Chat and it said it was unavailable.
I finally got a competent person at Adobe, Nicheal. It was Suitcase Fusion causing the issue. Yahoo.
I thought I would amend my previous post a little...
I have entered into 2 or 3 really bad chat sessions (see my post above)...and the phone support is obsolete.
BUT...My last 6 or 7 interactions with Adobe Live Chat have been great.
The people I got were very knowledgeable and quick to answer.
I thought it was worth mentioning because things seem to have gotten better and I'm all for giving an "attaboy" when someone gets it right lol.
I have noticed more good/bad rating options in support windows and survey requests.
Maybe Adobe has made an effort to work on their support.
Here's hoping we all have good experiences in the future!
I came to this page in rabid frustraton, saw an Adobe email in a reply, and have just sent a message to him. Will it work? I hope so - I'm just trying to get at the InDesign tutorial, and have spent 2 hrs running in circles - no way to get the tutorial going, no way to find help...
I have been on the phone for 3 hours now with the morons at Abode. I have a subscription but can't use my products. First and foremost the American English speaking people are sales people only. Imagine that. They wanted to sell me new products and have me then call billing to cancel my old products. Good thing for me the American English speaking fools are just that ... stupid fools. Of course I said no and I was glad I did because when I did speak to one of the idiots in billing, they confirmed my subscription was active and paid up on time ... but the rest was a complete nightmare --- 3 hours on the phone and not one of these widget sucking morons can fix my problem. Good thing I work at a law firm. I'm going to the bank in a few minutes and reporting Adobe for fraud, i.e., billing me for a product I do not have access too. Then I'm contemplating filing a class action lawsuit because I'm positive I'm not the only victim of this scam .... already googled it and there are people all over who are subscribers who cannot get access to their Adobe products even though they can confirm they are active, paid up subscribers -- they get the line about re-subscribing and then canceling the old subscription, meanwhile Adobe charges a cancellation fee for the old account. If you are in this same boat do not cancel your subscription with Adobe -- if you cannot gain access to your paid up subscription account -- go directly to your bank and claim fraud and cancel that way. Then keep you eye on the internet for a class action suit to begin in 3-4 months.
No! You have offered to email which is NOT helping. As others have stated, the inability to talk to a human being is absolutely insulting, infuriating, and moves us to look for another software program.
Can I speak to you? I tried redeeming my Student version of creative cloud membership through the pre paid card. I spent $238 on these products and need them but when I tried redeeming the code it said that there was an error and that I needed to call tech support but I tried calling and I can't seem to even get one person on the phone.
I have had several terrible experiences with customer service. They couldn't help me buy the program and when I was transferred I was hung up on after being on hold for 10 minutes. This happened twice. I gave up.
Is there a way to get a hold of anyone not 8000 miles away who knows how to fix account settings and change our subscription? We just want PS and LR ($10/month) but I accidentally signed up for the "group plan" which is much more expensive. I can't change my cc info (tried to switch to an expiring cc so it would cancel automatically) that didn't work. Then when trying to call no one understood what I was asking.
PLEASE HELP!!! I am not going to use profanity, however you can imagine I did after the second time customer "service" hung up on me...
Thank you, and I would be fine paying to speak with someone.