2 Replies Latest reply on Jul 21, 2015 2:23 PM by danielb54731741

    Why can nobody from Adobe help me? This is the worlds worst customer service company on the planet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

    freelanceposter

      Three phone calls to their toll free number. Each one of those calls I had to pay for because their toll free number is only good within the USA. Total time on the three calls was 35 minutes which cost me $1.50 per minute.

       

      Right there is a loss to me of over $50 just so I can have the pleasure of trying to sign up to their Creative Cloud After Effects for $19.99 per month.


       

      My Paypal address and permanent residence is Canada, yet I am temporarily in Mexico at the moment, so when I tried to open an account with Adobe, their system automatically assigns me as being a citizen of Mexico, so now if I try to make a payment via my Paypal there will be an address conflict and the payment will be denied.


       

      I have been on chat hold with the third rep from Adobe for so long that I have the time to open a new browser and come to their forums in the hopes that an actual employee can help me assign Canada as my country so I can order the service.

       

      I am seriously considering going with a different NLE than After Affects.


       

      How can a company that has such good products treat their customers so poorly?


       

      This has been 2 hours so far to try to pay them and I am no closer now than I was 2 hours ago.


      Have a look at this joke of an excuse for customer service dialogue so far. I would like to point out that the last person I was speaking with said, "let me transfer you to customer support" That was 35 minutes ago and nobody has picked up the chat so far.


       

       

       

      Your case number: 0216100824

      You are now chatting with Bindiya.

       

       

      3:00:08 PM CDT

      Bindiya:

       

      Hello! Welcome to Adobe Customer Service.

       

       

      3:00:18 PM CDT

      Bindiya:

       

      Hi Daniel

       

       

      3:00:21 PM CDT

      Daniel Brown:

       

      Hi

       

       

      3:01:14 PM CDT

      Bindiya:

       

      I understand that you are looking to change the country name under the account. Is that correct?

       

       

      3:01:18 PM CDT

      Daniel Brown:

       

      yes

       

       

      3:02:06 PM CDT

      Bindiya:

       

      I see that the country name under the account is Mexico.

       

       

      3:02:49 PM CDT

      Daniel Brown:

       

      yes. I assume it is picking up the IP address because I have no other idea why Adobe would think I live in Mexico. My Paypal account is Canada, as is my permanent residence.

       

       

      3:03:42 PM CDT

      Bindiya:

       

      I am sorry to inform you that you will have to use the account of the same country as that in the account to use the subscription.

       

       

      3:04:39 PM CDT

      Daniel Brown:

       

      But how am supposed to add an address for Mexico when my Paypal address is a Canadian Paypal address? Wont that cause a denial of my payment for conflicting addresses?

       

       

      3:06:34 PM CDT

      Daniel Brown:

       

      Paypal knows my address is in Canada, so if I give you a mexican address, is that going to be a problem?

       

       

      3:07:23 PM CDT

      Bindiya:

       

      May I transfer the chat to our sales team as they will assist you better?

       

       

      3:07:27 PM CDT

      Daniel Brown:

       

      ok

       

       

      3:08:30 PM CDT

      Bindiya:

       

      Please stay online while I transfer the chat.

       

       

      3:08:35 PM CDT

      Daniel Brown:

       

      ok

       

       

      Please wait while I transfer you to an operator at Adobe Sales.

       

       

      Thank you for your patience.

       

      While you wait, you can try our community forumswhere experts are available 24 hours a day, 7 days a week.

       

       

       

      You are now chatting with Bindiya.

       

       

      3:08:56 PM CDT

      Bindiya:

       

      Hello! Welcome to Adobe Customer Service.

       

       

      3:08:56 PM CDT

      Bindiya:

       

      Hi Daniel

       

       

      3:08:56 PM CDT

      Daniel Brown:

       

      Hi

       

       

      3:08:56 PM CDT

      Bindiya:

       

      I understand that you are looking to change the country name under the account. Is that correct?

       

       

      3:08:56 PM CDT

      Daniel Brown:

       

      yes

       

       

      3:08:56 PM CDT

      Bindiya:

       

      I see that the country name under the account is Mexico.

       

       

      3:08:56 PM CDT

      Daniel Brown:

       

      yes. I assume it is picking up the IP address because I have no other idea why Adobe would think I live in Mexico. My Paypal account is Canada, as is my permanent residence.

       

       

      3:08:56 PM CDT

      Bindiya:

       

      I am sorry to inform you that you will have to use the account of the same country as that in the account to use the subscription.

       

       

      3:08:56 PM CDT

      Daniel Brown:

       

      But how am supposed to add an address for Mexico when my Paypal address is a Canadian Paypal address? Wont that cause a denial of my payment for conflicting addresses?

       

       

      3:08:56 PM CDT

      Daniel Brown:

       

      Paypal knows my address is in Canada, so if I give you a mexican address, is that going to be a problem?

       

       

      3:08:56 PM CDT

      Bindiya:

       

      May I transfer the chat to our sales team as they will assist you better?

       

       

      3:08:56 PM CDT

      Daniel Brown:

       

      ok

       

       

      3:08:56 PM CDT

      Bindiya:

       

      Please stay online while I transfer the chat.

       

       

      3:08:56 PM CDT

      Daniel Brown:

       

      ok

       

       

      Please wait while I transfer you to an operator at Adobe Sales.

       

       

      You are now chatting with 'Phillip' at Adobe Sales.

       

       

      3:09:14 PM CDT

      Daniel Brown:

       

      Hi Phillip

       

       

      3:09:17 PM CDT

      Phillip:

       

      Hello Daniel, Greetings!

       

       

      3:10:03 PM CDT

      Phillip:

       

      I see that you wish to place the order for Creative Cloud at 49.99/month, am I right?

       

       

      3:11:54 PM CDT

      Daniel Brown:

       

      Not correct. I wish to buy the AE CC for $19.99 per month. Your system seems to want to associate my account with Mexico. I assume this is because my IP address is Mexican as I am here temporarily in Sayulita Mexico. yet my Paypal account, and my normal residence is Vancouver Canada. I am wanting to change the country setting on my account to Canada so that when I pay you guys for the service Paypal will not see a conflicting address and deny the payment to you guys.

       

       

      3:12:57 PM CDT

      Phillip:

       

      I see.. You cannot add an address for Mexico when your Paypal address is a Canadian Paypal address

       

       

      3:13:33 PM CDT

      Phillip:

       

      Also, we do not have an option for settings on your account to Canada. However, you need to contact Adobe Customer service team.

       

       

      3:13:55 PM CDT

      Daniel Brown:

       

      can you connect me?

       

       

      3:14:31 PM CDT

      Phillip:

       

      Its better you call at 800-833-6687

       

       

      3:14:35 PM CDT

      Daniel Brown:

       

      no no no

       

       

      3:14:59 PM CDT

      Phillip:

       

      Alright, let me transfer this chat.

       

       

      3:15:03 PM CDT

      Phillip:

       

      Please stay online

       

       

      3:15:22 PM CDT

      Daniel Brown:

       

      three failed attempts on the phone so far. Each call is $1.50 per minute and I waited for 35 minutes without getting anywhere...I was just left on hold. So far it has cost me over $50 going that route and nothing was accomplished. I

       

       

      3:16:58 PM CDT

      Phillip:

       

      I am sorry for that

       

       

      3:17:11 PM CDT

      Daniel Brown:

       

      Yeah $50......I am sorry as well

       

       

      3:17:32 PM CDT

      Phillip:

       

      I am transferring now

       

       

      3:17:35 PM CDT

      Daniel Brown:

       

      your phone costs will cost me more than the service I want

       

       

      Please wait while I transfer you to an operator at Adobe Service.