11 Replies Latest reply: Sep 20, 2013 12:28 AM by SG... RSS

    Is it true . . .

    molezeen Community Member

      Is it true that following up on a promised call from Customer Support, the Expert Team, or any other level of technical support automatically puts the case at the end of the queue?

       

      So one cannot call to follow-up on a promised call without resetting the clock.

       

      Is there an alternative?

       

      Walton

        • 1. Re: Is it true . . .
          Mylenium CommunityMVP

          Nobody here knows anything about the internals of the support system. You are asking the wrong people.

           

          Mylenium

          • 2. Re: Is it true . . .
            molezeen Community Member

            Thank you for answering . . . But my bottom line question was this: Is there an alternative to Customer Support?  Oh, I get it, sorry, no one here seems to know anything about whether there is an alternative to customer support (such as Pay/Incident).

            • 3. Re: Is it true . . .
              Noel Carboni Community Member

              This very forum is your alternative.  What is your problem?

               

              -Noel

              • 4. Re: Is it true . . .
                molezeen Community Member

                Thank you . . . I need to reactive Photoshop.  It is a second, backup, installation on a computer that does not have internet connectivity. 

                 

                When installing or reopening my version of CS 5.5, it does not have any option to click on "I need to activate off-line . . . I cannot connect on-line . . . " nothing that would get me to the dialogue box where I can generate a Response Code.

                 

                When I installed Photoshop a year ago, Customer Service walked me through it: giving me a keycode that would bring up that panel, and (if I remember) another code that would produce the Response Code. 

                 

                Without getting to that panel, I cannot get a Response Code, either to enter into the on-line acitivation process or to give to a Customer Service technician.

                 

                I have been trying to get an answer/help since August 30.  Today's Customer Service technician said the previous technician had lied to me.  And he hung up on me. 

                 

                Any help would be appreciated.

                 

                Walton

                • 5. Re: Is it true . . .
                  gener7 Community Member

                  We can help in most instances,but activation. I'm sorry to hear you are having a problem with support.  You can try again or rig up a temporary connection to the internet to get activation going.

                   

                  Given you have not gone forward in 15 days, it might be the faster option.

                   

                  Gene

                  • 6. Re: Is it true . . .
                    molezeen Community Member

                    A temporary connection is impossible.  Period. 

                     

                    Customer Support was helpful before, and in June, I was given a case number to assist in this: to avoid just this problem.

                     

                    I have asked, several times, and I will ask again, is there Pay/Incident support for this?

                     

                    Walton

                    • 7. Re: Is it true . . .
                      SG... Employee Hosts

                      Hi Walton,

                       

                      I'll see if I can get someone to help you out. Were you given a case number for the Aug. 30th call?

                       

                      regards,

                      steve

                      • 8. Re: Is it true . . .
                        gener7 Community Member

                        Finished chatting with a CSR. Photoshop does not have any paid support plans, but you got an Adobe staff member here, so you are on your way.

                         

                        Gene

                        • 9. Re: Is it true . . .
                          molezeen Community Member

                          Thank you very much for taking the time to reply and the offer to help:

                          • June 15: #211 141 171 to give to Customer Support when I needed to reactivate Photoshop
                          • August 30: #211 404 741 the new case number covering having second tier/expert team contact me with activation procedure
                          • September 12: #211 434 037 the new number to have Expert Team call that day between 2-5 PST (no call has ever been made to me . . . as I write this on September 17)

                           

                          The initial case number (was given me to avoid exactly what has ensued.  Anything you can do will be greatly appreciated.

                           

                          Walton

                          • 10. Re: Is it true . . .
                            molezeen Community Member

                            Thank you!

                             

                            I received a call from a Technical Support Consultant/Creative Cloud Enterprise Support.  She was well informed, polite, helpful, thorough, empathetic . . . everything one wants when talking to customer support. 

                             

                            She solved 95% of the problem . . . a little bit is still a mystery, but everything is working, so I am more than satisfied. 

                             

                            Walton

                            • 11. Re: Is it true . . .
                              SG... Employee Hosts

                              Hi Walton,

                               

                              Great to hear you were finally taken care of properly.

                               

                              regards,

                              steve