Adobe lacks accountability, otherwise they would offer a complaints department, anyone else agree?

[markd24719142]

Adobe lacks accountability, otherwise they would offer a complaints department, anyone else agree? Justifying a monthly subscription of the product versus the previous offering is one thing but not offering a complaint path tells customer support chat staff they can produce shoddy support without ramifications. Might explain why they can't even get back to me 24 hours later as promised after lodging dissatisfaction with them, and over 4 hours on chat with sign in issues which my partner and I ended up fixing ourselves. I feel like billing them for my time. Not happy at all

[KanikaS]

Hi Markd24719142,

Sorry for the inconvenience!

I see you have an Adobe account under the same ID as with forums. The case that you registered has already been escalated to our team and they will get back to you shortly. Since you mentioned that the issue has already been resolved, let us know if there is anything we can help you with. 

Regards 

Kanika 

[markd24719142]

Kanikas100

I hope that in reading your reply I have understood your meaning correctly. I currently have access  but unresolved technical issues. The escalation to your team you are referring to should still be active despite our partial solving of  sign in issues. I would like discussions with your team prior to seeking the other technical support I require as my poor customer experience is significantly more important in the first instance

Regards

Mark

[KanikaS · Accepted solution]

Hey Mark,

As I see the issue with sign in has been resolved. Could you please tell me what technical issue are your facing?

We can definitely loop in our expert for help.

Thanks

Kanika

[andrewt50545669]

This company is the lousiest company ever!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I HAVE BEEN AT THIS ALL DAY.

[KanikaS]

Hi Andrew,

We're sorry about your experience!

Could you please elaborate on the issues you are facing?

Is this regarding Billing or Adobe apps download?

For quick answers, you may also Contact Customer Care.

Thanks,

Kanika

[andrewt50545669]

Hi, Kanika,

Thanks for responding. I spent the entire day yesterday trying to

resolve the issue where my hard drive had died, and I was trying to

re-download the software I had purchased back in 2011.

First, the chat guy promised me he would take care of it, and then he

told me that he couldn't, and that I should speak to the experts in the

forum. I said to him if he wasn't an expert in the first place, why was I

wasting my time? But not before we spent forever downloading and

unsuccessfully attempting to open the re-download. It was really that the

zip file, once downloaded, would not open. He also gave me the tech phone

#. So I called them.

Then I had to wait over 63 minutes to get through to phone support, but

the guy refused to stay on the line while I downloaded again, so I had to

call back and wait close to another hour, and then the woman tech person

finally did the job correctly. This literally took up my entire day.

This was the most horrible experience I ever had with a software

company. Obviously, from the forum, I'm not the only one who went through

this disaster of a support system. I guess because you don't have much

competition, and you are such a giant corporation, your company can treat

people horribly and get away with it. But I am hoping that time changes

things, and your company will be dethroned, because the word will get out

about your poor customer support. Or maybe, technology will pass you by,

like Kodak.

Thanks for listening, and giving me this opportunity to vent, Andrew

Targoff

On Wed, Sep 27, 2017 at 1:19 PM, kanikas17063107 <forums_noreply@adobe.com>

[KanikaS]

Hi Andrew,

We're sorry about your experience!

I see you have an Adobe account under the same ID as with forums and needed help to install CS5.

Kindly let us know if you were able to install it or you are still facing some issues. Looping in our expert banib49768592​ for help and support.

Feel free to update the thread for any other questions.

Thanks

Kanika

[andrewt50545669]

Yes, thank you, all is resolved for now.

Andrew Targoff

On Thu, Sep 28, 2017 at 3:01 PM, kanikas17063107 <forums_noreply@adobe.com>