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 Level 1

      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.