7 Replies Latest reply on Oct 6, 2017 5:31 PM by Ussnorway

    Adobe Support

    piah94371146

      Why is Adobe Support so absolutely inefficient, sluggish and hugely frustrating? Anybody else feels the same way? Notice how they do not ask you to score their service? I wonder why!

       

       

       

       

      [Title edited by moderator for brevity and because it was repeated in the body.]

       

      .

        • 1. Re: Why is Adobe Support so absolutely inefficient, sluggish and hugely frustrating? Anybody else feels the same way? Notice how they do not ask you to score their service? I wonder why!
          cmgap Adobe Community Professional

          The forum is supported by non-Adobe employees. As users of the software for many years, collectively we try to help as best we can. Please provide some details into your issue. Perhaps one of us has had the same problem or has come across it in the forum and may be able to assist.

          • 2. Re: Adobe Support
            Nancy OShea Adobe Community Professional & MVP

            The few times I've had to reach out to Customer Care about billing or activation issues, my experiences were good.  My issues were quickly & courteously solved.   The user-to-user forums are probably your best resource for product or technical questions, though.  I don't think the Customer Care reps have much opportunity to use the software.   So it's not their area of expertise.

             

             

            Nancy

            1 person found this helpful
            • 3. Re: Adobe Support
              Ussnorway Adobe Community Professional

              piah94371146  wrote

               

              Why is Adobe Support so absolutely inefficient, sluggish and hugely frustrating?

              In the last 10 years with Adobe I've contacted support 3 times to fix issues;

              1. When setting up a new student account, because their help files at the time assumed every student lives in the US
              2. When cancelling one of my accounts because I felt 5 was enough
              3. And I once had to contact them by email because someone had "accidently" banned me from the forums and nobody knew how or why

              I had all these solved in a single phone call the first two and the last one took 3 emails... it ready does help to use your words when asking for support because the hardest part is figgering out "what the problem is and who knows how to fix"

              • 4. Re: Adobe Support
                Abambo Adobe Community Professional

                Sorry about your Adobe support experience. As stated before, please enumarate your problem and someone here will try to help.

                 

                My experience with support is quite good. The times I contacted them, I got someone at the other side of the line to chat with (I prefer chat in such cases). The Adobe employees were responsive and helpful.

                 

                The forums, however, are mostly user driven. When ACPs feel, that a problem needs to be escalated, they will do that. My experience with this is that I got good and valuable advice. And that 24/24 and 7/7 and for free.

                 

                Depending on your contract, you may even have the right for an exclusive 1:1 session with product experts. I did not need or seek such a session for the moment, so I can’t judge the quality.

                • 5. Re: Adobe Support
                  peterpica Level 1

                  How can you get tech support then on issues not resolved on the forum?

                   

                  Hi Sierra a disaster. Shakey cursor fixed but then started again. Now InD immediately quits on launching and opening a document. Got a message that "Adobe recognizes the problem and has a fix".... something like that, but the link button is unresponsive. Where is the fix? Had to go back to a Time Machine backup to get rid of High Sierra (even the amended version)... Went back to 10.12.6 and it's fine. Going to forget about updating until Adobe & Apple get their cards lined up on the same table. Someone suggesged reinstalling CS6 which I did, to no avail. Same issue.

                  • 6. Re: Adobe Support
                    John T Smith Adobe Community Professional & MVP

                    Read On the MacOS High Sierra Compatibility Issues for more information... Adobe is catching up to Apple's "fast track" of upgrades

                    • 7. Re: Adobe Support
                      Ussnorway Adobe Community Professional

                      peterpica  wrote

                       

                      Hi Sierra a disaster.

                      what a shock