5 Replies Latest reply on Nov 18, 2015 2:40 AM by Beverley Gray

    Adobe CC for teams with Stock Photos is a complete mess!

    hermanv80124865

      We are paying for the Adobe CC for teams package with Adobe Stock for two users per month. As I understand it each user get 10 images per month. But when we sign on, it looks like the 10 images are shared between the two. I have contacted Adobe about this before and their incompetent call centre agents just keep transferring me between departments. Below is the chat we had.

       

       

      8:51:28 AM

      Vipul Chopra:

       

      Hi

       

       

      8:51:31 AM

      Vipul Chopra:

       

      Welcome to Adobe Technical Support.

       

       

      8:51:31 AM

      Vipul Chopra:

       

      How are you doing today?

       

       

      8:51:46 AM

      Herman von Straate:

       

      Hello, I am fine thanks, how are you?

       

       

      8:52:23 AM

      Vipul Chopra:

       

      I am good, thank you for asking

       

       

      8:52:43 AM

      Vipul Chopra:

       

      As I could understand you have some issues with the Adobe stock, is that correct?

       

       

      8:53:08 AM

      Herman von Straate:

       

      Yes, can I send you the transcript from my last chat with Adobe?

       

       

      8:53:39 AM

      Vipul Chopra:

       

      There is a dedicated team for this, let me transfer this chat to them so that they can try to help you from their end.

       

       

      8:53:52 AM

      Herman von Straate:

       

      ok, thank you

       

       

      8:54:02 AM

      Vipul Chopra:

       

      could you confirm me the old case number, so that I can check it for you?

       

       

      8:54:02 AM

      Vipul Chopra:

       

       

       

      8:55:35 AM

      Herman von Straate:

       

      this is actually the third time I am asking for help with this, the first case number is 0216427386 and the second one I dont have a case number but have the transcript emailed

       

       

      8:55:52 AM

      Herman von Straate:

       

      General Info Chat start time Sep 2, 2015 5:18:06 AM PST Chat end time Sep 2, 2015 6:00:28 AM PST Duration (actual chatting time) 00:42:22 Operator Noorul Chat Transcript info: Thank you for your patience. While you wait, you can try our community forums where experts are available 24 hours a day, 7 days a week info: You are now chatting with Shinoob. Shinoob: Hello! Welcome to Adobe Customer Service. Herman: Hi, We are paying for the Complete with Adobe Stock for two users per month. As I understand it each user get 10 images per month. But when we sign on, it looks like the 10 images are shared between the two Shinoob: Hi Herman Herman: Can you please explain? Shinoob: I understand that you want to know the Adobe stock, I will be glad to check and help you in this regard. Shinoob: Please allow me a 2-3 minutes while I check your order details. Herman: ok, thank you Shinoob: I checked and see that you subscribed Creative Cloud for teams - Complete with Adobe Stock (Annual plan, paid monthly) Order Number: XXXXXXXXXX Shinoob: I'll need to transfer this chat to the respective team so that this issue is resolved in this first contact itself. Can you please hold for 1 - 2 minutes while I transfer the chat over to somone who can best assist you with this issue? Herman: ok, no problem Herman: thank you info: Please wait while we connect you to a representative. info: You are now chatting with 'Noorul' Noorul: Hello. Welcome to Adobe Technical Support. Herman: hello Noorul: I have received your query. Please allow me a moment to verify your account and to review the details of your request. Herman: ok, thanks Noorul: Thank you for waiting Herman: ok Noorul: I see each user have got 10 licenses each and it should not be shared. Noorul: May i know what is the issue ? Herman: When we log in it shows 17 images on both our accounts Herman: if I download a picture it goes down, when the other user downloads a picture it goes down Herman: so that means one user can download all 17 and leave the other user with nothing??? Noorul: It shows 17 licenses for each user. Correct ? Herman: yes Noorul: they should be login in separately with their email address to check licenses for each user. Noorul: When they login with individual email, it will show license available to that particular user not to both. Herman: we are doing that, the two users are digital@inovapharma.co.za and the other is print@inovapharma,co.za Noorul: When other user logs in, he will see license available for him to use. Herman: ok, so we have a team name and a personal option under the teams tab. The team name shows 17 images and personal 0 Herman: on both accounts Noorul: I see that on our system. They need to use team name not personal account. Under team, they have 17 available license and 3 they have used. Herman: Ok, but then the 17 images are shared between the two users?B Noorul: No. Each user have 17 images. Herman: Ok, i'll test it and see. Noorul: Each user gets 10 images per months and that will be added to their account separately. Noorul: Sure. You may check and if you have any issue, we are here to help you. Noorul: Is there anything else I can help you with? Herman: no, its not working Herman: when the other user downloads a picture my number of images goes down as well Noorul: May i know which user have downloaded the image right now ? Herman: it was the print@inovapharma.co.za Noorul: Let me check Noorul: Please allow me few more minutes to check details. Herman: ok info: Your chat transcript will be sent to vonstraate@gmail.com at the end of your chat. Noorul: Thank you for waiting Herman: ok Noorul: I am checking this with our Stock team. this will take time and is it okay if i follow up with you on this ? Herman: Ok, thank you! That will be fine.

       

       

      8:56:17 AM

      Vipul Chopra:

       

      Ok, let me transfer this chat to them now

       

       

      8:56:33 AM

      Herman von Straate:

       

      Thanks

       

       

      Please wait while I transfer the chat to the appropriate group.

       

       

      You are now chatting with Arjun Kohli.

       

       

      Your chat transcript will be sent to digital@inovapharma.co.za at the end of your chat.

       

       

      8:57:49 AM

      Herman von Straate:

       

      Hello?

       

       

      8:58:07 AM

      Arjun Kohli:

       

      We appreciate your patience and regret the inconvenience due to high wait time.

       

       

      8:58:07 AM

      Arjun Kohli:

       

      Hello. Welcome to Adobe Technical Support.

       

       

      8:58:07 AM

      Arjun Kohli:

       

      Please allow me a moment while I look into your account & verify the details.

       

       

      8:58:26 AM

      Herman von Straate:

       

      ok

       

       

      9:01:50 AM

      Arjun Kohli:

       

      May I have the Adobe Id for both the users ?

       

       

      9:02:23 AM

      Herman von Straate:

       

       

      9:11:58 AM

      Herman von Straate:

       

      are you still there?

       

       

      9:12:14 AM

      Arjun Kohli:

       

      do you have any order number

       

       

      9:12:39 AM

      Herman von Straate:

       

      hang on, let me get it

       

       

      9:14:13 AM

      Herman von Straate:

       

      AD001587471AP

       

       

      9:18:55 AM

      Herman von Straate:

       

      is that ok

       

       

      9:19:14 AM

      Arjun Kohli:

       

      In order to resolve this issue, I will get you connected to the right department

       

       

      9:19:34 AM

      Arjun Kohli:

       

      let me assure you that the department addressing your issue will be notified properly and completely. I will do this as soon as possible.

       

       

      9:19:50 AM

      Arjun Kohli:

       

      Is that okay with you ?

       

       

      9:20:40 AM

      Herman von Straate:

       

      This is the third time, and you are the 6th agent I am talking to about this. Please help me to sort this out!

       

       

      9:21:01 AM

      Herman von Straate:

       

      Yes its ok with me

       

       

      9:23:14 AM

      Herman von Straate:

       

      Thanks

       

       

      Please wait while we connect you to a representative.

       

       

      You are now chatting with Saqib.

       

       

      9:24:15 AM

      Saqib:

       

      Hello! Welcome to Adobe Customer Service.

       

       

      9:24:24 AM

      Herman von Straate:

       

      Hello

       

       

      9:24:59 AM

      Saqib:

       

      Hi Herman.

       

       

      9:25:45 AM

      Saqib:

       

      I understand taht you haven't received the images you have purchased, is this correct?

       

       

      9:26:01 AM

      Herman von Straate:

       

      no, that is not correct.

       

       

      9:26:18 AM

      Herman von Straate:

       

      nfo: Thank you for your patience. While you wait, you can try our community forums where experts are available 24 hours a day, 7 days a week info: You are now chatting with Shinoob. Shinoob: Hello! Welcome to Adobe Customer Service. Herman: Hi, We are paying for the Complete with Adobe Stock for two users per month. As I understand it each user get 10 images per month. But when we sign on, it looks like the 10 images are shared between the two Shinoob: Hi Herman Herman: Can you please explain? Shinoob: I understand that you want to know the Adobe stock, I will be glad to check and help you in this regard. Shinoob: Please allow me a 2-3 minutes while I check your order details. Herman: ok, thank you Shinoob: I checked and see that you subscribed Creative Cloud for teams - Complete with Adobe Stock (Annual plan, paid monthly) Order Number: xxxxxxxxx Shinoob: I'll need to transfer this chat to the respective team so that this issue is resolved in this first contact itself. Can you please hold for 1 - 2 minutes while I transfer the chat over to somone who can best assist you with this issue? Herman: ok, no problem Herman: thank you info: Please wait while we connect you to a representative. info: You are now chatting with 'Noorul' Noorul: Hello. Welcome to Adobe Technical Support. Herman: hello Noorul: I have received your query. Please allow me a moment to verify your account and to review the details of your request. Herman: ok, thanks Noorul: Thank you for waiting Herman: ok Noorul: I see each user have got 10 licenses each and it should not be shared. Noorul: May i know what is the issue ? Herman: When we log in it shows 17 images on both our accounts Herman: if I download a picture it goes down, when the other user downloads a picture it goes down Herman: so that means one user can download all 17 and leave the other user with nothing??? Noorul: It shows 17 licenses for each user. Correct ? Herman: yes Noorul: they should be login in separately with their email address to check licenses for each user. Noorul: When they login with individual email, it will show license available to that particular user not to both. Herman: we are doing that, the two users are sssss@ssssss and the other is ssssss@sssssss Noorul: When other user logs in, he will see license available for him to use. Herman: ok, so we have a team name and a personal option under the teams tab. The team name shows 17 images and personal 0 Herman: on both accounts Noorul: I see that on our system. They need to use team name not personal account. Under team, they have 17 available license and 3 they have used. Herman: Ok, but then the 17 images are shared between the two users?B Noorul: No. Each user have 17 images. Herman: Ok, i'll test it and see. Noorul: Each user gets 10 images per months and that will be added to their account separately. Noorul: Sure. You may check and if you have any issue, we are here to help you. Noorul: Is there anything else I can help you with? Herman: no, its not working Herman: when the other user downloads a picture my number of images goes down as well Noorul: May i know which user have downloaded the image right now ? Herman: it was the ssssssss@ssssssss Noorul: Let me check Noorul: Please allow me few more minutes to check details. Herman: ok info: Your chat transcript will be sent to vonstraate@gmail.com at the end of your chat. Noorul: Thank you for waiting Herman: ok Noorul: I am checking this with our Stock team. this will take time and is it okay if i follow up with you on this ? Herman: Ok, thank you! That will be fine.

       

       

      9:28:28 AM

      Herman von Straate:

       

      did you get all that?

       

       

      9:29:39 AM

      Saqib:

       

      I understand that you are talking about the team as you have the team subscription, is this correct?

       

       

      9:30:47 AM

      Herman von Straate:

       

      yes, and the stock photos which are supposed to be seperate for each user is now shared and not the right amount.

       

       

      9:32:39 AM

      Herman von Straate:

       

      Each user should get 10 as per the plan be bought. So I used 9 last month and three this month, so I should have 8, the other user only used two so she should have 18

       

       

      9:32:58 AM

      Herman von Straate:

       

      But both our accounts show 16.

       

       

      9:33:30 AM

      Herman von Straate:

       

      So when I download a picture hers go down, when she downloads, mine goes down

       

       

      9:34:09 AM

      Saqib:

       

      I am sorry you have been transferred to wrong team, please stay online while I transfer to the Relevant team.

       

       

      9:34:37 AM

      Herman von Straate:

       

      This is pissing me off, you guys better wake the hell up!

       

       

      Please wait while we connect you to a representative.