Adobe Customer Service
User Reviews, Ratings and Comments
NEGATIVE Comments
362 Negative Comments out of 373 Total Comments is 97.05%.
POSITIVE Comments
11 Positive Comments out of 373 Total Comments is 2.95%.
Issue Resolution
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It is nearly impossible to speak to a person LIVE unless you are interested in making an Adobe purchase. If so, you can talk to an Adobe rep via an online chat. Moreover, the person to whom you are speaking keeps trying to hustle you into purchasing Creative Cloud while avoiding providing specifics regarding what happens when the contract ends, such as will the documents created via CC continue to be available for re-use, editing, emailing, etc? The answer, finally squeezed out of the Adobe hustler, was no, unless the contract was renewed.MacGregor 5/7/13 6:08AM -
Horrible to reach. Too big to care about you as an individual customer.Anonymous 5/6/13 2:53PM
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Wow. This place is incredibly horrible. Although the people are nice, their ability to help is sub-par.
I simply needed to upgrade my Illustrator CS5 to CS6, but I didn't want the subscription nor did I want Creative Cloud. I simply wanted to upgrade a single product and purchase for good.
I found a page that said the cost would be $249, but I couldn't find the actual upgrade option. So I first tried the live chat, and the guy didn't know anything. I told him what I wanted and how much it would cost, but he proceeded to tell me those things, AFTER I told him I knew those things already.
Eventually I just disconnected with them, and I tried calling customer service. I was on hold for 67 minutes before I connected. She took forever to process my request, and there was an awkward pause between everything. She was just too slow.
I needed this product for work. My coworkers attained a digital download of Illustrator CS6, but the lady told me they only ever had hard copies. So now I have to wait a standard 5-7 days before I get my copy.
These guys are horrible. They're nice, but horrible.
In the future, I don't know what I'm going to do, because their products are the best.smallbusinessadobeuser 5/6/13 7:00AM -
Adobe software seems to be constantly popping up to harangue me to update software. There doesn't seem to be a 'go away and never bother me again' option. I find this very intrusive - it reflects very poorly on the way Adobe thinks about its users. Is annoying customers is the intent, then Adobe has done a wonderful job. Not an easy company to contact either -fits the pattern.Anonymous 5/1/13 7:55AM
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It is nearly impossible to get a straight answer from customer relations. Actually, it is nearly impossible to talk to any one at Adobe either via phone or online chat.VivaMac 4/30/13 11:31AM
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What happened to Adobe? I guess this is just one more example of a company who works their way into a monopoly and no longer needs to give a damn about thier clients. Nothing like getting your order screwed up, then getting passed between 3 different groups to get things fixed only to have the last one hang up on you. The customer service team is all clearly beaten down by not being informed (everyone of them had to go to a supervisor just to know what to do next), and you can tell from their comments they are just glad you are one of the few customers who is not just yelling at them due to frustration. After getting passed from one individual to another and put on hold over and over again I can see why they are getting raked over the coals. I am actually posting this while I wait on hold on my 3rd call with the Indian outsourced tech support group, who I know will simply transfer me to another team (even though the last two people had a case number for me). You have to love bloated conglomerates like Adobe when they are at their best. They bleed money and client satisfaction while some guy at the top brags about all the savings he has made by outsourcing all of his responsiblities, and then goes on to collect a massive bonus for running what was once a great company into the ground. Where is the gov when you need them to force a ma-bell break up?greg 4/30/13 11:03AM
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My complaint is this. Adobe sent through an announcement that an update is free on Flash Player. I do not want to update yet I cannot remove this block of publicity from my screen. It is blocking my emails and my google screen. No matter how many times I click on the x it remains in place. It is important to remove it from my screen asap. I can't read any incoming emails. I have no idea now which department of Adobe I am writing to because I can't see your screen completely. Please act immediately to sort this out. My phone no is and my name is Anne Osborne. If you don't remove this from my screen immediately I shall be calling in an IT expert and sending you the bill.
It is no use you emailing me because I shan't be able to see it!Anonymous 4/26/13 7:45AM -
Adobe's customer support doesn't know English well enough to understand what I'm saying. An exception was when I got to the third tier of support—after being on hold for half an hour.Anonymous 4/19/13 1:16PM
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I wish to find customer service to complain about customer service. I DO NOT need canned answers.
Next I'm tired to the pop-ups. I had a diffcult time getting rid of the one on HD Flash player.
I expect an answer. Email is best
Bob AndrewsBob Andrews 4/19/13 10:24AM -
This one has to do with an employee at the Photoshop World 2013. I was trying to ask the difference between the cloud and the latest upgrades and she wouldn't explain anything. She just continued to say they couldn't say anything. Then I come back from the conference and check the Internet and see some great and reliable information - why did I have to do that Adobe??? Not caring about customers is going to land you at the bottom - be careful!!!justice737 4/17/13 12:26PM
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The absolute worst customer service I have ever dealt with! I have nothing against other countries and folks who speak English with an accent, but I would like to be able to understand the person who is supposedly helping me with an issue.
Bigger and worse yet, when Adobe makes a billing mistake watch out! You will go through MONTHS of calling them on the phone trying to get them to fix their mistake and reimburse you the money they have wrongly charged and taken. Then if that isn't bad enough, look out, they will deactivate your serial number and make you pay them to get help trying to get the serial number correctly working again. (Which by the way, doesn't happen.)
They want everyone to start renting their products from them instead of letting you purchase the version. That'd be just great, having their horrible customer service to deal with every month ongoing. What a nightmare. Please someone, come up with a decent competitor to Adobe, because they are a monopoly and they absolutely stink when it comes to serving their customers.Shareware before Adobe 4/10/13 11:16AM -
Adobe Creative Cloud is the digital "Hotel California": you can sign up, but you can't never leave. And customer "support" is a multinational, global joke. I've used Adobe products for 20 years. My biggest mistake was signing up for an annual Creative Cloud membership. About the only thing "creative" is their ability to keep you on the cloud. As a retired assistant AG, I'm pursuing a constructive fraud case against the company.bill 4/7/13 2:22PM
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Just had a quick question about billing and would have loved and e-mail address to send the question instead of having live chat as the only option. It was slow and to get my 5 word answer it took about 15minutes. They would take about 3 mins to respond to anything and if I didn't respond in 0.02 seconds they were ready to close the chat.Anonymous 4/5/13 7:11AM
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Horrible Customer Service I had for an expensive paid service ....
The Reps do not know about the product .... They cannot handle anything, keep telling us your case is escalated.
I am following via Chat and Phone and more than a week and cannot get resolution.Raj 4/4/13 2:04PM -
I've contacted Adobe using Adobe Chat 3 times in the past few days. Absolutely horrible! Wish they would hire reps who actually live in the States and understand English. 1st & 2nd contact: Login page was blank. Didn't know if this was browser or Adobe issue. Rep kept telling me to clear cache and cookies, use another browser and they were going to reset my password and to log in again. Tried and still couldn't see the login page. They tried resetting pword again. I kept telling me it's not a pword problem. I couldn't see the Adobe's login page bc it was blank!
3rd contact: Had a problem upgrading from Acrobat X Pro to XI Pro. Since I had CS6, I wasn't exactly sure if it was because I had selected the wrong upgrade product. They kept telling me to upgrade from CS5.5. to CS6. I told them I had been using CS6 since early 2012. Repeatedly, they kept telling me to do the same thing without actually reading and considering what I was telling them. It ticked me off so much that I told them I was never going to purchase another Adobe product again unless Adobe decides to move their Help Center back to the U.S. and hire American/English-speaking people. This is so freakin' ridiculous. Thousands of dollars spent on their products, you would think they would provide excellent customer service. They need to get on the ball and nip this in the bud or else they're going to be put out of business. How difficult is it to understand that customer svc is a big part of a business? What a bunch of idiots!!jw 3/31/13 4:45PM -
i lost my photoshop to a os reset , contacted customer care told me to buy a new lisence when i bought one ...
tried to talk to customer care chat in hindu... worked but then failed horribly.. yes folks its all in india... where they get paid crap so they give u crap...circa1 3/25/13 9:46PM -
Very poor service. Phone line goes to poor quality VOIP in India. Long waiting periods. Person with little common sense answering call. (India!) Despite saying they would refund the product concerned I got more and more delaying emails claiming I had activated the product (not true).
Wasted my time. Adobe needs to lift their game here. Rubbish support... The day I hear of a competitor offering a similar product I will dump them.mungus 3/17/13 7:30PM -
I agree with all the adverse comments that I have read so far. Adobe customer back up service is even worse than Microsoft! This is the problem with these huge corporations is that they eventually lose touch with thier customers base and resort rudeness, arrogance and evasion. It is so sad.AMSY 3/14/13 3:49AM
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Adobe flash player 11.6 does not work on sing snap. I was given directions to replaceit with adobe 11.5 . It cannot be doewnloaded. It is out dated for download. Fix the clitch in your latest flash player or just stop advertising it. It sucks. I enjoy sing snap because I can't get out because of health problems. Now I can't sing because the playback has all this clicking noise. DO SOMETHING>Martha Sharp 3/13/13 9:40AM
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Adobe really are the worst company I have ever dealt with. Twice I have been on hold for over 1 hour, I have 3 different case reference numbers via thier web based customer support centre, all for the same case, which still hasn't been rectified. Despite Adobe having our VAT number, and it being clearly stated on their invoices to us, they still insist on charging us TAX. When you do get to speak to someone they assure me they will look into the matter, even give me an email address for them, but they never come back to you. They haven't got a clue what they are doing and the language barrier really does not help the problem. If you possibly can, AVOID Adobe!!CC5 3/13/13 9:09AM
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I've been on hold for 3 hours, still hearing their inane elevator music (2 tracks on loop) as I type this. I went online to chat with some guy named Abhishek who could not help me at all. All I'm looking for is a friggin replacement CD to my $1800 Adobe CS software. I can't believe Adobe punishes their customers with such crappy service for a virtual product.
I have NEVER had such bad service with any company (a brand name company at that) in my entire life.valgys 3/5/13 8:33PM -
Adobe Creative Cloud membership has a BIG downside. Their activation servers had a glitch yesterday, so I lost functionality in Premiere Pro (presets went missing- so projects I was working on wouldn't load). Then the fun part- 1 hour on hold (never got through) then called on another phone and asked for call back. They did call back, but put me on hold for 30 minutes anyway. Took another 45 minutes for them to solve the problem. The issue is that this could happen at any moment and you are helpless to fix it since deactivation fails and you are forced to deal with the long waits for someone to help you.rnaphoto 2/28/13 6:42AM
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I called them and was offered the chance for them to call me back when a rep was available. I did that. They called me back and said "hit 1 when person X is on the line". I did that. Now I've been on hold for 30 minutes. Why the hell did they call me back if they didn't have rep for me to talk to?pengel 2/21/13 2:40PM
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The latest adobe Flash Shockwave Flash...will shock you when you get "Error 204 unhandled......." every 4 minutes on firefox or safari...the geeks at Adobe
seem unaware or uncaring...they justify
their employement by creating updates ever two weeks and then when flawed they work on the next update.palmharbor 2/21/13 8:52AM -
My experience with Adobe has been this:
The software is expensive, and finicky, but still a leader in the field
I've been on the phone and chat support with Adobe for two days.
Hold times are an average of 30 min. to 2 hrs.
The chat support uses automated responses with cumbersome wording.
I have been disconnected on every call and there is no way to reach the person that started your case, so with each call you need to start over.
When I used the remote computer feature the technician didn't seem to very familiar with Mac OS 10.8.2 and was looking through my calendar and photos that were not part of the software.
I am still on hold.sparklehoof 2/20/13 2:25PM
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Wow, Adobe support is amazing. I had a questions about the Creative Cloud and got them answered right away. Great Job Adobe!pdxhicap 11/27/12 10:35AM
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Re my original complaint of 10/2/2012:
I just received my wireless phone bill today. Those calls holding on for 5 hours for Photoshop CS5.5 Customer Service cost me $140 OVER my regular monthly bill. So not only do they waste your time with you holding on for the wrong departments for 5 hours, I have to pay for it too!
On a slightly better note, after I posted the note on 10/2 I got an email from Adobe a few hours later from someone apologizing again. This time the problem was solved (for now). Originally they couldn’t find my Photoshop legally purchased registration and serial numbers, telling me it did not exist. That was a lie of course. After about an hour talking with this apologetic person on the phone he gave me a brand NEW Serial number and my CD worked after that.
So perseverance does work. Keep posting those awful experiences. Of course no one ever replied to the 6 letters I snail mailed to the CEO’s and top honchos…culikam 10/12/12 6:30PM -
Adobe was great! My wifes laptop crashed and we could not remove the adobe cs5 from it. After telling them they unlocked another lisensing agreement for the new laptop we purchased. Was on hold for only about 10 min and they resolved our issue. With the comments thought I was in for an hour wait...Stevo 12/13/11 12:41PM
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Support was excellent. Hold time was just a few minutes and the problem was solved quickly. Thank you!lmbrown 7/11/11 1:50PM
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best CUSTOMER SERVICE ever =) and I'm not sarcasticAnonymous 7/7/11 5:56AM
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Reach CS quickly and my photoshop problem was solved.Andrew 12/29/10 7:44PM
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He (RJ or Jacob) was able to help me in 4 minutes! Thanks.Shaine 11/19/10 5:46PM
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I only had to wait about 1 minute to get help. They had my photoshop working again in about 10 minutes. A very pleasant experience.Anonymous 6/10/10 7:29PM
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My computer died and I had to buy a new one. I had already used both of my cs3 installs, and could not deactivate the one on my dead comp. I called Adobe they walked me through the process of installing on my new comp through verification over the phone. Took less than 5 minutes. The person I spoke with was hard to understand. He sounded indian and spoke way too fast.
Anonymous 8/5/09 5:00PM -
The number worked like a dream and I actually talked to a very helpful woman (in India I think?) and she solved me problems right away.
Couldn't even begin to find the customer service number on Adobe's site. You guys saved the day. Thanks!Anonymous 12/19/08 7:45AM -
Thanks for the phone number! This really did work and I actually talked to a competent person who fixed my problem immediately....yay!Anonymous 10/28/08 12:21PM
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I worked for Adobe and everything I read above is true, I heard the same stories from customers every day and I couldn't believe it but it's all true. For your consideration keep in mind that Adobe is a large company and they have multiple segments, some are specialized in Enterprise only not consumer products like Photoshop or Elements, so if you call the wrong number you will get transfer.
Consumer Customer Service 1-800-833-6687
Direct Sales 1-800-585-0774 (consumer only)
Business Sales 1-800-443-8158 (not consumer and not enterprise sales)
Enterprise Sales 1-888-649-2990
Tech Support (consumer only) 1-800-422-3623
Software Activations 1-866-772-3623
Hope that helps some of youAdobe Guy 10/23/12 9:12AM
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Hi all, thanks for leaving feedback for Adobe. Unfortunately, this board doesn't allow us to respond to you directly, but we would like to...and can respond to you directly on Twitter. Just ping @Adobe_care and we'll be glad to assist you in taking care of any unresolved issues.
Adobe Systems 11/15/10 12:54PM
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