29 Replies Latest reply on Sep 26, 2018 6:40 AM by Abambo

    Customer Service is TERRIBLE!

    noelizd50157112 Level 1

      I love adobe, but the customer service area needs A LOT of improvement. It's sad that after 4 chats, and a 2 hours wait on the phone and the issue stil hasn't been resolved. I was told by a representative, I would be contacted via email within 24-48 hours. It has now been 72 hours and I am still waiting. The chat is terrible. WHY?

      1. waited 20 minutes for the representative to tell something I had already told him at the beggining. I then asked how he could help me and never gave me an answer. I am very dissatisfied because I was very clear of my issue and what I needed to be helped with and that was completely disregarded. In addition to my statement, I was reviewing past comment about customer service, and it has been 10 years and the issue still lingers on??? Is customer service not important.

       

      [Moved out of the Forum comments forum (which is for issues with these forums themselves) and into a support forum by a moderator]

        • 1. Re: Customer Service is TERRIBLE!
          ollyd

          Yes I agree.

           

          I am having the same problem.

           

          Customer Service is EMBARRASSING and it is a complete shock that Adobe would allow such dreadful service to be associated to their name.

           

          I understand that the sheer number of people requesting help is huge but it seems it has been outsourced to India nationals who don't care at all and just like wasting your time. They haven't been trained and don;t have a clue what they are doing.

           

          My issue can't be that difficult that i have to spend over 6 hours to resolve (still unresolved). They even logged into my computer and messed around which made me very uneasy considering the level of competence they are demonstrating.

           

          VERY BAAAAAAAD ADOBE

          VERRRRRRRYYYYYY BAAAAAAAD ADDDDDOOOOBBBBBEEEE

          VERY VERRY VERRRY BAAAAAAAAAAAD ADOBE

          BAD

          bad

          • 2. Re: Customer Service is TERRIBLE!
            Claudio González Most Valuable Participant

            You are not addressing Adobe here; mostly fellow users who have no power at all on the way Adobe manage their business. However, if you give us the full details of the problems you are experiencing, we may be able to help you rapidly and efficiently.

            • 3. Re: Customer Service is TERRIBLE!
              Nexahs1138 Level 4

              What issue are you actually having trouble with?

              1 person found this helpful
              • 4. Re: Customer Service is TERRIBLE!
                KanikaS Adobe Employee

                Hi Noeliz,

                 

                 

                Could you please share your concern? We shall try our best to provide you with a resolution.

                You may also Contact Customer Care for help and support.

                 

                 

                 

                Thanks

                kanika

                • 5. Re: Customer Service is TERRIBLE!
                  KanikaS Adobe Employee

                  Hi,

                   

                  We're sorry for the inconvenience.

                   

                  I see you had contacted regarding your account issues. The subscription that you had purchased has been canceled and the amount has been refunded.

                   

                  Please let us know if there is anything else we can take care of.

                   

                   

                  Regards

                  Kanika

                  2 people found this helpful
                  • 6. Re: Customer Service is TERRIBLE!
                    noelizd50157112 Level 1

                    Yes I was refunded the cancelation fee after posting it vía twitter. Its

                    sad  I had to post that the customer service lacks tremedously to actually

                    get help. Have a nice day.

                     

                    Noeliz Diaz Troncoso

                    [This is a public forum. Personal information was removed for your protection.]

                    • 7. Re: Customer Service is TERRIBLE!
                      KanikaS Adobe Employee

                      It's unfortunate that it took so long to resolve this. We definitely take this as a feedback and hope to provide you better services going forward.

                       

                       

                       

                      Thanks

                      Kanika

                      1 person found this helpful
                      • 8. Re: Customer Service is TERRIBLE!
                        keithl46799431 Level 1

                        Can't argue with this.  Got charged the auto renewal fee with no notification whatsoever, email or otherwise, and didn't know until I was looking at Credit Card statements. 

                        Tried calling customer service and could not understand the other side of the phone line at all, then chat was offline.

                         

                        Decided to just get my bank involved and they quickly refunded the year subscription, which was then charged again a month later after investigation.Of course after all this happened and my bank sent me the Invoice number/date, Purchase Order #, Contract #, Order #, Customer #, and Bill to #, it was past the 14 day refund.  i didn't have access to this in my Adobe Cloud or email since no invoice was sent.

                         

                        Opened a chat posting all the numbers above (thinking it would make things easy), and after 1 hour and 15 minutes I was told I can't get refunded or use the product since my subscription was cancelled somewhere in this process.  The funds were taken in May and now in August only 25% into what would be a year subscription I'm told I'm just out of luck. No refund, No product.

                        Thanks Adobe, I'm sure you need that 127.37 a lot more then I do

                        1 person found this helpful
                        • 9. Re: Customer Service is TERRIBLE!
                          noelizd50157112 Level 1

                          Contact adobe vía Twitter! They refunded me the money. Hope this help.

                          1 person found this helpful
                          • 10. Re: Customer Service is TERRIBLE!
                            KanikaS Adobe Employee

                            Hi Keith,

                             

                            Sorry for a late reply and for a bitter experience.

                             

                            Please read the legal terms for better understanding:

                            Legal subscription terms | Adobe

                             

                             

                            Hope this helps!

                             

                             

                            Regards

                            Kanika

                            1 person found this helpful
                            • 11. Re: Customer Service is TERRIBLE!
                              doodilin Level 1

                              As I wait over 30 minutes for a response from Live Chat support, I am Googling "adobe customer care wait time" and to no surprise, I find this forum which details the exact painful experience I am going through.

                               

                              When I first initiated the Live Chat, I was told I was 20th in line, with an approximate wait time of 5 minutes.

                               

                              30 minutes later, I am in position 5, with an approximate wait time of 3 minutes.

                               

                              Adobe, please adjust your automated status updates to reflect true wait times. It's all about managing expectations.

                              • 12. Re: Customer Service is TERRIBLE!
                                KanikaS Adobe Employee

                                Hi Doodilin,

                                 

                                We're sorry for the inconvenience!

                                 

                                As you mentioned that you had to wait a lot to get connected to support, we hope amidst all this you were able to get in touch with support.  Due to new features being launched and new plans, the wait time has definitely increased and we are working towards the same.

                                 

                                We hope you were able to get the issue resolved, if not kindly share your concern so that we can help you.  Feel free to update the thread for any questions.

                                 

                                Thanks

                                Kanika

                                • 13. Re: Customer Service is TERRIBLE!
                                  doodilin Level 1

                                  Hi Kanika,

                                   

                                  Thanks for your reply -- I was finally able to get in touch with support, and resolve my issue.

                                   

                                  Sure, I can understand with new launches/plans/features that wait times may have increased, but (1) Adobe seems well resourced and experienced enough to accommodate these changes so your reply merely comes across as a weak excuse, and (2) I simply ask that Adobe's increased wait times be transparently communicated to the customer. Telling me that the expected wait time will be 5 minutes, when I actually had to wait over 30 minutes to get in touch with someone is outright frustrating.

                                   

                                  Thanks for you time,

                                  Dorothy

                                  • 14. Re: Customer Service is TERRIBLE!
                                    mad_dawg Level 1

                                    I have been waiting 12 DAYS for adobe customer service to solve my issue of not having access to my apps. Its been frustrating and I need to get work done... you think they would give me some type of temporary access or something by now but instead I have been getting vague information that the issue is being worked on by the senior team... they have been saying that one every time I have contacted them in the last 5 days -_-

                                     

                                    still. waiting.....................

                                    • 15. Re: Customer Service is TERRIBLE!
                                      Abambo Adobe Community Professional

                                      Please always describe your issue.

                                       

                                      Do you still need help?

                                      • 16. Re: Customer Service is TERRIBLE!
                                        mad_dawg Level 1

                                        my issue was that your customer service sucks. finally got things resolved, and customer service DID NOT make it easy.

                                        • 17. Re: Customer Service is TERRIBLE!
                                          Claudio González Most Valuable Participant

                                          You are not addressing Adobe or Customer Service here. If you expect to receive any help in this forum, you must start by explaining you problem in detail. "Customer Service sucks" doesn't give us any clue.

                                          1 person found this helpful
                                          • 18. Re: Customer Service is TERRIBLE!
                                            mad_dawg Level 1

                                            i came to this forum to let out the frustration of dealing with the customer service team, and to hopefully communicate with others who are having similar issues with the customer service team. after so much frustration on my end, i actually had to get in contact with one of adobes executives in order to get my issue resolved. so really my frustration stemmed from my dealing with  customer service, having to re-explain my issue every time i spoke to someone, and vague updates on my issue that was suppose to be solved within 5-7 business days.

                                            • 19. Re: Customer Service is TERRIBLE!
                                              fidelp49955131

                                              What a bunch of lame and bs excuses... I'm currently waiting for the technical support to pick up the phone... 15 minutes and waiting (second time I call)... I was working in a call center for 7 years and many people would get fired if they were giving this ****** service... WAKE UP ADOBE, YOUR CUSTOMER SERVICE SUCKS. Use some of the millions you have to improve it.

                                              • 20. Re: Customer Service is TERRIBLE!
                                                Abambo Adobe Community Professional

                                                mad_dawg  wrote

                                                 

                                                my issue was that your customer service sucks. finally got things resolved, and customer service DID NOT make it easy.

                                                Sorry, but I'm a user like you. When I contact customer service it works, but that is not really a reference, because a lot depends on the agent you talk too. It's the same as with my company helpdesk. Some people are more qualified to answer the questions.

                                                 

                                                There are even some reports here on the fora, just to thank customer service from Adobe. So I suppose it can't be really that bad.

                                                • 21. Re: Customer Service is TERRIBLE!
                                                  Abambo Adobe Community Professional

                                                  fidelp49955131  wrote

                                                   

                                                  What a bunch of lame and bs excuses... 

                                                  Please be kind with KanikaS . She's really helpful and very kind.

                                                   

                                                  I always choose chat for customer service at a first, because I can ask for a nice transcript of my discussion. My waiting time the last time I used cs was about 2 minutes and it took the agent around 5 minutes of question/answers to make me happy.

                                                  • 22. Re: Customer Service is TERRIBLE!
                                                    sarahg69081860 Level 1

                                                    I have the same issue as Keith - currently working with my bank to investigate why 2 years of subs has gone out of my account using an expired card.

                                                     

                                                    Same frustrations communicating to customer service.

                                                    • 23. Re: Customer Service is TERRIBLE!
                                                      sarahg69081860 Level 1

                                                      Sorry but Adobe's customer service is pretty bad - the sooner its accepted then it can improve. Your friend KanikaS is doing her job - namely fire fighting upset customers.

                                                      • 24. Re: Customer Service is TERRIBLE!
                                                        Abambo Adobe Community Professional

                                                        sarahg69081860  wrote

                                                         

                                                        I have the same issue as Keith - currently working with my bank to investigate why 2 years of subs has gone out of my account using an expired card.

                                                         

                                                        Looks like a problem with your bank.

                                                        • 25. Re: Customer Service is TERRIBLE!
                                                          mad_dawg Level 1

                                                          you are wrong. adobe holds the worst customer service i have ever dealt with. so yes, it WAS reeallly that bad

                                                          • 26. Re: Customer Service is TERRIBLE!
                                                            Nexahs1138 Level 4

                                                            You've obviously never dealt with much CS in your life. Adobe have one of the best, if they didn't help you it's probably because it's out of their control and you're asking why your CC licence isn't turning on your kettle.

                                                            • 27. Re: Customer Service is TERRIBLE!
                                                              Abambo Adobe Community Professional

                                                              mad_dawg  wrote

                                                               

                                                              you are wrong. 

                                                              I can't be wrong on this.

                                                              • 28. Re: Customer Service is TERRIBLE!
                                                                Abambo Adobe Community Professional

                                                                Nexahs1138  wrote

                                                                 

                                                                (...) you're asking why your CC licence isn't turning on your kettle.

                                                                Great!

                                                                • 29. Re: Customer Service is TERRIBLE!
                                                                  Abambo Adobe Community Professional

                                                                  sarahg69081860  wrote

                                                                   

                                                                  Sorry but Adobe's customer service is pretty bad - the sooner its accepted then it can improve. Your friend KanikaS is doing her job - namely fire fighting upset customers.

                                                                  Yes, Customer Service could really be better. They could use a magic wand...

                                                                   

                                                                  Kanika is doing her job and answering user's questions. As she works for Adobe, she has access to Adobe's database and can look into the cases and accounts. I suppose everything has been said on this year old thread and it needs to get locked.