1 2 Previous Next 67 Replies Latest reply on Aug 30, 2018 5:22 AM by Abambo Branched to a new discussion.

    Customer Service Complaint

    23LadyM Level 1

      I'm at the end of my rope trying to interact with the representatives in the customer service department. I would like to make a formal complaint specifically about the customer service - but I can't find an email option. Where do you send complaints?

       

      I have an adobe-stock account for work, and in that account, which is under one email address and one phone number, somehow there ended up being two profiles. One is labeled "Personal" and the other is labeled the name of my company. Both had just under 100 credits each. I have no idea why they were separate. In any case, I got a notice recently that the credits were going to expire if I didn't sign up for a subscription. BUT I HAVE ONE. So when I contacted adobe via chat about it, each time the person would act very confused and say that there were not two profiles, then - oh yes, there are two profiles, then - oh you need a team account, then - oh you have a team account, then - well, to fix this, you need to be the team admin, then - oh yeah, you're not the team admin (despite being the only person on the account), then - oh, you need to talk to teams billing to find out who your admin is.

       

      -But somehow, each of the first four conversations took literally 40 minutes. 40 minutes to discover they can't help me. I work, so. I usually have meetings all day and can't sit at my desk for over 30 minutes. So I had to keep leaving the chats. I kept hoping that if I immediately shared the information they needed at the beginning of the chat next time, they could connect me to who I needed to be connected to early on. -Not the case.

       

      So today, I scheduled an hour and ten minutes to deal with this topic. I connected with a chat person who, I couldn't believe it, was even less helpful than each of the chat people before! He adamantly insisted I didn't have a team profile at all, and when I asked to be connected via chat to teams billing chat - he claimed that such a thing doesn't exist.

       

      If it doesn't exist, then why was that every single other chat person's answer?

       

      What the heck am I supposed to do?

       

      Also - how does one make a formal complaint?

        • 1. Re: Customer Service Complaint
          Abambo Adobe Community Professional

          Contact Adobe from adobe.com:

          • 2. Re: Customer Service Complaint
            twaritar3263062 Adobe Employee

            Hi Marva,

             

            I apologize for the poor support experience. Please allow us some time so that I can review your case history. Appreciate your patience.

             

             

            Regards

            Twarita

            • 3. Re: Customer Service Complaint
              Sheena Kaul Adobe Employee

              Hi there,

               

              I apologize for the troubles that you have been facing with the Adobe services.

               

              I also checked your account and was able to see that under your teams account there are 72 unused licenses for which you would have apparently received an email because once the subscription goes inactive you won't be able to access those licenses.

               

              Additionally, you are unable to contact the support for teams related queries because you are not the admin of the account. Kindly check the private message that I have sent to you.

               

              Regards,

              Sheena

              2 people found this helpful
              • 4. Re: Customer Service Complaint
                msmillerphoto Level 1

                Tell me HOW DO I CONTACT ADOBE TO FILE A COMPLAINT..............NOW.............AS IN REAL TIME HONNEY!

                • 5. Re: Customer Service Complaint
                  Abambo Adobe Community Professional

                  good afternoon mr msmillerphoto,

                   

                  no need to shout. you just read here: Re: Customer Service Complaint .

                   

                  have a nice day.

                  1 person found this helpful
                  • 6. Re: Customer Service Complaint
                    TaylorL Level 1

                    I too have found Adobe Customer Support completely unacceptable. I contacted them regarding a lost Serial Key. I was number 8 in line with a 7 minute wait. Waited 1 hour 15 minutes, and was given a poor excuse as to why the wait was so long. I was then asked 3 times that I need my Serial Key, and told 1 more time that I need my Serial Key. Then they disconnected before actually helping. Mehar was completely unhelpful and unprofessional. As a shareholder, I do not appreciate this neglectfully poor level of customer service.

                    1 person found this helpful
                    • 7. Re: Customer Service Complaint
                      Abambo Adobe Community Professional

                      TaylorL  wrote

                       

                      I too have found Adobe Customer Support completely unacceptable. I contacted them regarding a lost Serial Key.

                      It's the customer's responsibility not to loose the serial key. I may sound rude, but loosing a serial key is not a bug in the program. It's not a problem for Adobe.

                       

                      If you would have registered your software you would not have to contact Adobe as they keep then a list of all your keys for you. I can still retrieve my keys for any Adobe product I bought and registered, even that it would not run any more on my OS.

                      In addition, I have a paper and electronic copy of all my serials I need.

                       

                      It's Adobe's goodwill, if they handle your serial number's problem. Nothing less.

                      1 person found this helpful
                      • 8. Re: Customer Service Complaint
                        ianp77572197 Level 1

                        This is only helpful if I am able to launch the application....  Which I am not.

                         

                        I have wasted more than 6 hours of my life trying to get an intelligent answer out of Adobe but instead, have been transferred over 30 times as no matter which department I speak to, it is ALWAYS the wrong one

                         

                        Never in my 30 years in IT have I come across such shocking customer service, complete lack of concern, tickets closed without being actioned, support personnel hanging up the phone after I spent 50 minutes getting through to them...

                         

                        At this point, I am looking at cancelling all of my Adobe subscriptions and licences because any time I have to work this hard to get simple customer service, tells me that it's just not worth it

                        • 9. Re: Customer Service Complaint
                          Abambo Adobe Community Professional

                          I do not doubt your experience, but I cannot confirm it.

                           

                          If you have perpetually licensed software, you do not need to cancel. If you have subscription software, you may cancel in accordance of the conditions.

                          • 10. Re: Customer Service Complaint
                            dorisdoriscarmelgold Level 1

                            I have had similar problems. I am at the end of my rope with Adobe "support". I spent an hour trying to navigate the site, trying to follow the groups of information. Then another hour, trying to find someone to contact. I eventually cheated to enter a chat. I waited 45 minutes for a chat and 15 minutes trying to re-explain. Three hours was enough. I told the chat agent to send me an email with the responses and said I had to go. I then got an email notification that the chat was ended and that it would be closed after four days if I did not reply to the email. I replied. Two days later I got a notification that it was my responsibility to contact Adobe to ensure I got a response. AAARRRGGHH!!!!!

                            • 11. Re: Customer Service Complaint
                              Abambo Adobe Community Professional

                              dorisdoriscarmelgold  wrote

                               

                              I eventually cheated to enter a chat. I waited 45 minutes for a chat and 15 minutes trying to re-explain.

                              Again each time I needed someone to chat with (and before getting that fancy badge), I did wait at most a minute or so, before I got a chat partner.

                               

                              If you would still need help, do the following:

                              Post a new message here, explaining your problem but without giving personal information. Adobe is very responsive here and employees are monitoring what goes on here. They are very helpful and if they need contacting you in private, they will do.

                              2 people found this helpful
                              • 12. Re: Customer Service Complaint
                                oraven Level 1

                                adobe customer support is a real joke I have been passed around and spoken to 6 people who all transferred me to the wrong person, this is idiot for suck a big company to be so useless

                                • 13. Re: Customer Service Complaint
                                  Abambo Adobe Community Professional

                                  I'm sorry that you are upset, but your comment does not help to understand your problem. If you could specify the problem, may be someone can do something for you. Adobe staff monitors this user to user forum and is very helpful and reactive, if the users are not able to help.

                                  1 person found this helpful
                                  • 14. Re: Customer Service Complaint
                                    oraven Level 1

                                    I have retail license for CS5, extended my computer crashed. The tech who reloaded the programs reloaded programs back onto my computer loaded CS6 instead of CS5, (I didn't know this until) every time I use it I get a not genuine pop up. Contacted adobe support and they kept passing me around for the same reason. You explain the problem, give them your name and your serial number, they check it, its genuine, they transfer you. To the correct dept, the so called correct dept tells you they only deal with cloud, they transfer you.  You explain the problem, give them your name and your serial number, they check it, its genuine.This dept is also the wrong dept because they only deal with personal CS5 not retail. They transfer you to tech support. You explain the problem, give them your name and your serial number, they check it, its genuine, they tell you. They are tech support for personal CS5 not retail. There system is down, they cannot transfer you. I give them my number they call back, They then transfer me to tech support for retail. You explain the problem, give them your name and your serial number, they check it, its genuine, they tell you. We are not the right department that deals with this. We will have to transfer you. They then transfer me, to supposed to be tech support for retail. You explain the problem, give them your name and your serial number, they check it, its genuine, they are customer service for personal not retail, at this point I demand to speak with a manager. You explain the problem, give them your name and your serial number, they check it, its genuine, the manager asks for my name and number, she assures me that the correct department will call me back in five mins, she apologizes for all the prior mistakes.  An hour later a guy calls from Adobe. You explain the problem, give them your name and your serial number, they check it, its genuine, he tells me the manager told him to call me to get my info so that he can transfer me to the correct dept. At this point I realize I'm dealing with fools, who have no idea about customer service, and are experts in wasting peoples time. I tell him this is really ridiculous, I spoke with the manager to shop this mess from continuing. At this point he hangs up the phone

                                    • 15. Re: Customer Service Complaint
                                      Abambo Adobe Community Professional

                                      Hi Oraven,

                                       

                                      I'm sorry that your experience was so bad. Now let me clarify a few points that I thought to read out of your odyssey through the Adobe service departments or that may be needed for further action:

                                      • You have a license for what CS5 product? Photoshop?
                                        Nb: If your product is Photoshop, I will transfer our conversation to the correct forum, so you can get support from the Photoshop community.
                                      • Who did reload the programs back on your Computer? Someone from Adobe?
                                      • Is your problem solved? If not, consider what follows.
                                      • Do you have the CS5 media?If so, you can install the programs on your computer and activate with your serial. I would, however, uninstall the CS6 version first.
                                      • If the programs have been activated twice before, you may need to contact Adobe so that Adobe resets the activations.That's something that only Adobe can do. I can, however, pass the message on, and I'm sure that also some friendly Adobe employees are looking at your answers in this forum.

                                      Regards,

                                      Abambo

                                      • 16. Re: Customer Service Complaint
                                        anastazjaNIBdesign Level 1

                                        OK, listen, You can explain Yourself as much as you want but it is our basic right as cistomers to be able to file an official complaint that will be seen by Your boss, not You. So where is that possible?

                                        • 17. Re: Customer Service Complaint
                                          Abambo Adobe Community Professional

                                          Why would you do that? Write to the CEO of Adobe!

                                          • 18. Re: Customer Service Complaint
                                            Sheena Kaul Adobe Employee

                                            Hi there,

                                             

                                            I apologize for the poor experience that you've been through.

                                             

                                            Please send me your complaint/feedback as a private message and I can pass it onto the concerned team.

                                             

                                            Regards,

                                            Sheena

                                            2 people found this helpful
                                            • 19. Re: Customer Service Complaint
                                              kerryb19041086 Level 1

                                              Can I please send you an email about an incident I have just had?

                                               

                                              Kind regards,

                                              Kerry

                                              • 20. Re: Customer Service Complaint
                                                Abambo Adobe Community Professional

                                                You can use the a private note to someone, by clicking the name and use the message button. Anything public should be shared here.

                                                1 person found this helpful
                                                • 21. Re: Customer Service Complaint
                                                  Sheena Kaul Adobe Employee

                                                  Hi Kerry,

                                                   

                                                  Please follow the steps as mentioned by Abambo in the above post to sent a private message.

                                                   

                                                  Regards,

                                                  Sheena

                                                  2 people found this helpful
                                                  • 22. Re: Customer Service Complaint
                                                    chenoaf Level 1

                                                    Has anyone actually received help from Adobe for anything? I find it painful that I can't just email them and get assistance, it is 2018, after all. I've tried chat, no response. I don't want to sit on the phone with them for hours, trying to explain things. I just want an email address. They love taking my money but, when I need them, nothing!

                                                     

                                                    Was your issue eventually sorted? What did you end up doing? I could use the advice..

                                                    • 23. Re: Customer Service Complaint
                                                      Abambo Adobe Community Professional

                                                      Would you like to explain your problem here? This user to user forum is most helpful for solving problems. You may also use the chat option for chustomer support.

                                                      1 person found this helpful
                                                      • 24. Re: Customer Service Complaint
                                                        brandihillcom Level 1

                                                        Never have i been helped...I feel like im on a hidden camera show when I write in.....I save the logs..and me and my friends sit and read them....we should start a facebook group page where we all post our logs of the absolute madeness we go through chatting with support...lol

                                                        • 25. Re: Customer Service Complaint
                                                          brandihillcom Level 1

                                                          My problem.

                                                           

                                                          I paid for a plan outright (1, single large payment)

                                                          in addition to that payment they also have been taking monthly installments

                                                           

                                                          When I tell them to stop and refund me *which Ive done in over 4 chats, and a  2hour , 43 munute phone call. They claim they need to cancel my plan outright (which will cut me from my grandfathered rate) And I will need to re-sign back up paying the newest latest rate plan??

                                                           

                                                          Totally not fair.

                                                          • 26. Re: Customer Service Complaint
                                                            brandihillcom Level 1

                                                            Sheena Kaul can you help me....im sure you can get into my account and read all the chat logs and see my issue [e-mail deleted]

                                                            • 27. Re: Customer Service Complaint
                                                              Abambo Adobe Community Professional

                                                              If you want help fron Sheena, please send her a private message. You should not post you e-mail here. I will need to edit your post and remove the mail address.

                                                              1 person found this helpful
                                                              • 28. Re: Customer Service Complaint
                                                                Sheena Kaul Adobe Employee

                                                                Hi Brandi,

                                                                 

                                                                I apologize for the support experience that you've been through. I was able to check your account details and see that you'd subscribed to several subscription plans for Photography and they all have been cancelled.

                                                                 

                                                                I also was able to pull up the chat interactions you'd with the support and it seems that the support agents tried contacting you for the issue but since they did not hear back from you they closed the case.

                                                                 

                                                                Please let me know the exact issue that you're facing now and I can loop in the product expert for the same as there isn't any Stock subscription issue with your account.

                                                                 

                                                                Regards,

                                                                Sheena

                                                                2 people found this helpful
                                                                • 29. Re: Customer Service Complaint
                                                                  brandihillcom Level 1

                                                                  Hi Sheena,

                                                                   

                                                                  Thank you for responding.

                                                                   

                                                                  Out of every rep I have spoken to you are the 2nd to ever admit I had 2 subscriptions running at the same time. When this happened I immediately called up customer service and the rep on the phone also admitted this happened explained he would correct the issue and call me back and refund me.

                                                                   

                                                                  He didnt do any of those things.

                                                                   

                                                                  Instead i get these emails saying my case is still open, I follow the link to the email and it sends me to my creative cloud account with no information about whats going on??

                                                                   

                                                                   

                                                                   

                                                                  Now, I can only pray and hope you help me get my refund.

                                                                   

                                                                  Yes, You are correct! The support agents did try to return to the chat AFTER They left the chat for 10, 20, 30 minutes at a time, and yes, you are correct when you say they returned and they did NOT find me still  there waiting.

                                                                   

                                                                  You know why? Because I run a business And sadly It makes no financial sense for me to sit and stare at a screen like that wasting so much more money!!

                                                                   

                                                                   

                                                                  Your chat program has NO notification noise.  WHY IS THIS?

                                                                   

                                                                  I cannot do anything else while I am chatting with your rep. I must sit and just stare at the screen. 20- 30 minutes at a time….

                                                                   

                                                                  I am sure you can admit that is not practical to ask of your clients.

                                                                   

                                                                   

                                                                  I have tried telephone support—— atleast they have the hold music playing so I can put the phone on speaker and do other things until one of your reps answers the phone.

                                                                   

                                                                  However, the telephone reps don’t understand a word I am saying and also just put me on hold for long periods of time and say anything to just get me to get off the phone.

                                                                   

                                                                  If YOU GET ME MY REFUND I WILL SURELY SING YOUR PRAISES ON THAT message BOARD!

                                                                  • 30. Re: Customer Service Complaint
                                                                    Sheena Kaul Adobe Employee

                                                                    Hi Brandi,

                                                                     

                                                                    I understand the situation here and I totally agree that this is not a justified action on the support's part but don't you worry let me track this for you here.

                                                                     

                                                                    Do you have any case reference number from any on your interactions with the support rep? It will help me in raising the concern with the support team.

                                                                     

                                                                    Also, I am looping in David__B our expert for Creative Cloud queries (as you had a CC subscription) who can help with the refund investigation.

                                                                     

                                                                    Regards,

                                                                    Sheena

                                                                    2 people found this helpful
                                                                    • 31. Re: Customer Service Complaint
                                                                      brandihillcom Level 1

                                                                      Sheena,

                                                                       

                                                                       

                                                                      There are 3 simple things I need completed:

                                                                       

                                                                       

                                                                      1.   I have paid $118.99 —for the entire years service-I want to keep my service as is —— I have been advised by many reps that in order to stop the monthly charge I would need to cancel this plan and sign up for a brand new account— meaning I would have to pay the current rates. That makes no sense.

                                                                       

                                                                      2. I need Adobe to STOP charging my account  $14.99 per month.  have called.chatted multiple times and it didn’t stop and charged me again in May?  Also NOBODY has issued a refund for both of the charges??

                                                                       

                                                                      3. I need you to tell me when I can expect a refund for the April 11th $14.99 charge AND the May 11th $14.99 charge

                                                                       

                                                                       

                                                                       

                                                                      Thank you,

                                                                       

                                                                      Brandi Hill

                                                                      • 32. Re: Customer Service Complaint
                                                                        Sheena Kaul Adobe Employee

                                                                        Hi Brandi,

                                                                         

                                                                        We've escalated the case from our end and you'd be receiving a response from the concerned team shortly.

                                                                         

                                                                        Appreciate your patience.

                                                                         

                                                                        Regards,

                                                                        Sheena

                                                                        1 person found this helpful
                                                                        • 33. Re: Customer Service Complaint
                                                                          brandihillcom Level 1

                                                                          adobe keeps charging my paypal account $14.99 despite the fact I’ve already paid $118.99 for my service for the entire year   

                                                                           

                                                                          I’ve been calling, chatting , facebook messaging , and dealing writing on this forum....all of my pursuits started since april 11th

                                                                           

                                                                          Everyone keeps telling me they are going to forward the issue to a supervisor.

                                                                           

                                                                          I emptied my paypal account of all money  so adobe could no longer deduct $14.99 .

                                                                           

                                                                          Unbeknownst to me, I had an old bank account set up as a backup payment option (when my paypal has no money) this account I had in college and no longer use!!! sooooooo since I had no money in that bank account I was charged $32!!! Then today, (15th) 3 days later adobe tryied to pull the payment again from the empty paypal charging the empty bank account again !!!!!! Another $32 Insuf funds

                                                                           

                                                                           

                                                                          This is just getting sooo out of hand!

                                                                           

                                                                          I am now owed from adobe:

                                                                           

                                                                          $14.99 for april 11th charge

                                                                          $14.99 for May 11th charge

                                                                          $32 for the fee from May 11th attempt to withdrawal

                                                                          $32 for the fee from May 15th 2nd attempt to withdrawal

                                                                           

                                                                           

                                                                          Since recognizing this has occurred I transferred money into the account because according to paypal adobe will try to pull the money one last THIRD TIMe!!!

                                                                           

                                                                           

                                                                           

                                                                          If someone doesn’t call me in the next 48 hours I’ll be reporting this to the better business bureau .

                                                                           

                                                                           

                                                                           

                                                                           

                                                                           

                                                                           

                                                                           

                                                                           

                                                                           

                                                                           

                                                                           

                                                                          Please excuse brevity, spelling and punctuation. This message was sent from my iPhone.

                                                                          • 34. Re: Customer Service Complaint
                                                                            Sheena Kaul Adobe Employee

                                                                            Hi Brandi,

                                                                             

                                                                            I see that the support rep that contacted you and got the issue resolved.

                                                                             

                                                                            Are you still facing the issue?

                                                                             

                                                                            Regards,

                                                                            Sheena

                                                                            • 35. Re: Customer Service Complaint
                                                                              brandihillcom Level 1

                                                                              Anil Kumar contacted me last night and we have resolved the issue.

                                                                               

                                                                               

                                                                               

                                                                               

                                                                              Please excuse brevity, spelling and punctuation. This message was sent from my iPhone.

                                                                              • 36. Re: Customer Service Complaint
                                                                                brandihillcom Level 1

                                                                                I am forever thankful for Anil !! She is the first one to actually call me and take the time to fully understand my issue!

                                                                                 

                                                                                Please excuse brevity, spelling and punctuation. This message was sent from my iPhone.

                                                                                • 37. Re: Customer Service Complaint
                                                                                  riff art Level 1

                                                                                  Who are you speaking yo I’m so confused

                                                                                   

                                                                                  Sent from my iPhone

                                                                                  • 38. Re: Customer Service Complaint
                                                                                    riff art Level 1

                                                                                    What is going on now. I still don’t have all my brushes and my presets have disappeared.

                                                                                    Moreover the brushes do not size correctly — there is a glitch in the brushes and SIZE/strength is not working. You have to enlarge pixels to more than 2/3 of the level bar before you get anything in the brush— then it jumps and is UNSTABLE.

                                                                                    I really dislike when adobe tells you the issue is finished without telling you which issue you are writing about I have several issues which were being addressed.

                                                                                    Organize this better.

                                                                                     

                                                                                    Sent from my iPhone

                                                                                    • 39. Re: Customer Service Complaint
                                                                                      riff art Level 1

                                                                                      I am thankful to KUSH AND HIS GREAT SUPERVISIOR, PRIYANK who finally took care of my issue — even though some of the issues around this are still an adobe platform problem.

                                                                                      Adobe should spend more time on development of stable and functional platforms and interfaces with other tech companies like Apple— rather than MARKETING. Websites and pages must be secured as also all adobe platforms should be evaluated for privacy issues.

                                                                                      When someone is asked to send Adobe their images— this is a big warning sign!

                                                                                      Especially when they say NO and still are asked repeatedly— good intentions not withstanding.

                                                                                      Privacy practices must be better articulated and better understood.

                                                                                      But most of all the support should be trained better and paid better and there must be better communication frameworks for both customer and tech support.

                                                                                       

                                                                                      Sent from my iPhone

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