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If there are never any problems then Creative Cloud is fine but getting support is truly awful. You can be hours on the phone before you have to give up or waiting for an online chat that never happens.
I hate them.Anonymous 12/3/13 2:24AM
I would rank Adobe among the worst as far as after market customer service is concerned. I recently changed internet service providers and accordingly I no longer have access to my old email account. The old email address is the address that is used to access my account with Adobe. However, as you may realize, Adobe's database has recently been comprimised and passwords require resetting. I have tried in vain with Abobe to get this resolved however inept staffing at the customer level makes this an insurmountable problem. In complete frustration, I have surrendered and given up on Adobe.35Geneva 11/29/13 1:18PM
After spending 2 hours on the phone with a promise for a level higher to get back with me to resolve the issue, being on hold 1 hour last night only to get the call disconnected, I phoned the corporate office advising them that I refuse to work with the worst customer service ever. She could have cared less, had no problem giving me an address where I could send a certified letter to stop auto renewal. Let's put this company out of business. Refuse to send anymore money to them. Personally, I would never treat my clients in the manner that Adobe treats its' customers. They are a Horror!!!!!!Legal Eagle 11/13/13 10:22AM
My credit card was going to expire, so i get emails from Adobe reminding me to change my info. So I try for a month and a half and the button link doesn't work. Keeps telling me it's an error on their side. Calling them was even worse! Their answering system, is a complete loop. It never gives you the option to talk to billing. All I wanted to do was change the expiration date on my card. So the system finally tells me, they will call me back in 12-17 min, they never call. I call back and am on hold for a half hour. So I call back the next day, The first attempt gives me a 17 min. wait time and says it cannot register my phone number, so I call back a minute later. It now tells me I have a 2 hour wait time!!! Adobe HAS the worst customer service EVERRR!!!!dj 10/31/13 10:08AM
“Adobe Customer Care” is a joke because all they really care about is never, ever having to speak with a customer or solve a problem. The customer service website is just an endless loop that takes you back to the beginning without ever letting you email anyone or call anyone. It is a monopoly and behaves like all monopolies.Kim 10/31/13 7:31AM
Terrible. The message said your hold time is 9 to 13 minutes and I waited on hold for an hour! When I finally got helped I couldn't understand they guy and I felt like he didn't even know what I was talking about. Complete waste of time.spc1620 10/31/13 5:37AM
Adobe Acrobat (Pro and Stnd) suffers from several problems. The 'Help' screens available within the program are very poorly done, specifically they repeatedly DO NOT indicate the menu item needed to access the feature. Again and again the assumption on the Help screens is that the user already knows where to find those items. (Lo and behold, PDF Optimizer is under Advanced) The second issue is the complexity of actually getting Adobe to do some of the things it advertises as being capable of. LiveCycle is a 10-20 thousand dollar investment AND THEN you can MAYBE, BEGIN TO START to keep track of documents and forms. It ain't in the box, that is certain. Try to change the color of the font for comments (and contact me if you ever figure it out...) Many capabilities advertised would be terrific if we could figure out how to make them work. So far as I can tell, getting Adobe to do anything other than save info in PDF form and read info in PDF form is a tremendous and very NON-STANDARD process. This is my last and most damning comment. The nebbishes at Adobe are compelled to create non-standard and circuitous processes for accomplishing the most basic things. I think they take pride in it.Adobesucksanddoesnotwanttoimprov 10/15/13 8:50AM
Waou I have never complain in my life regarding customer service or technical support but for the past two day I just experienced the worst one in my entire life with adobe customer service and technical support. they don't care about your business and don't really care about your issue. I spent at least two hours every time I call before I could get to the right person. they would asked you for all sort of information and when then pass you to the next person you will have to do the same thing again and again. no consideration what so ever. I can't believe an actual company would work that way even if you have huge business.leo 10/9/13 4:22PM
The worst customer service there is. Most of the reps have no idea what I'm talking about and then when trying to purchase an upgrade try to sell me a product other than what I'm interested in. One asked me what I use my software for and I told her. She tried to sell me one of their low-end programs. All I was trying to do was upgrade.
Most of the reps don't speak English very well, read from a script, and if they don't understand what we're trying to tell them they transfer us to someone else who isn't any better in understanding English.whbos 10/5/13 4:05PM
Adobe have obviously lost sight of their customers - the very people who pay their salaries and make the billions of annual profit for their shareholders.
Adobe Customer Support is the WORST I have ever experienced and I can assure you I have received some terrible support!Fed_Up_With_Adobe 10/4/13 6:04AM
In my 25 years a a professional computer person Adobe was by far the WORST experience of my life. I have the Adobe reader free version, previously I was able to scan a doc and copy paste the text into a Word doc but not with the new version. Well I got the message register to get this feature. OK by me I can do that , It took me to a website with several options first of which was Adobe convert for subscription of $19.99/year - pretty steep I thought but I still could do it.
BUT when I clicked on that it took me to the general sales site where they want me to buy the WHOLE package for 190 bucks - NO WAY - after numerous clicks I cloud not find that convert app so I called them and that took ONE FULL HOUR to get cust service and many many button pushes. Got a nice chap who sold me the product BUT and this is the BIG BUT he did not tell me about entering password or where that was done.
SO one more call and TWO more hours and I get a guy who says he will send me a link to do pass word thing. But the link says to RESET password - how the bloody hell do I RESET a password if I do not have one??? I try to explain this to the guy but he does not get it, I finally figure it out on my own. He is all apologetic but when I ask him where on there site do i post feedback he has no clue about what that means, and just gives me the Adobe crappy and useless cust supp page.
I will NEVER buy any Adobe product.Prof. K 9/30/13 8:40AM
Horrible service. No support on weekends, on weekdays, unles you tell a person you wrote their name and want a supervisor, you will not be helped. They are all about selling and no assistance after they sell their software. Ridiculously high prices for a service that do not work.Quintrala 9/28/13 9:17AM
On hold forever. It sucks
All I want to do is remove Reader8.2.5 from my computer and it won't let meRick Riley 9/24/13 10:03AM
It is disgraceful that a U.S. company would subject its customers to technical support from India. They are neither helpful nor speak English that is understandable.
Now for my experience: My computer was hacked and all software rendered non-functional. I called Adobe technical support for assistance downloading Adobe Acrobat Standard X. "My Adobe" showed my purchase of Adobe Acrobat Standard X, the date and amount paid but the serial number was not present. I called X3 and was told that there was no record of the purchase--that I was viewing on my computer "My Adobe." I was told you did not purchase Adobe Acrobat Standard X. After several days of searching for an alternate phone number, I called again and got a person (who still spoke very poor English) who after my insistence logged in to "My Adobe" account and confirmed my purchase. I now await a call back with a serial number.
What is even more disappointing concerning Adobe's use of India for outsourcing than the clear disdain and disrespect shown to female callers is that India is notorious for male rapes of females and throwing acid into the faces of females. This is human rights violations that should stop U.S. companies from India outsourcing.Anonymous 9/5/13 6:35AM
It is simply a crime that I am an American citizen and pay premium prices for adobe products, yet they outsource the support to a call center in India to save money; thanks so much! Both of the people that I spoke to in India were nice and professional, but this is not the point. Most of my issues are listed below, but at the very least, the hold times are long and we can hardly understand each other due to bad connections, the difference in accents or both!
Here is the real sad part to me...
My creative business depends upon jobs to be created and maintained on US soil. So many companies have off shored that the majority of my clients are hurting too and do not do the level of business that they used to with me, or they do not use creative services at all, unless they get a kid to do it for almost free.
So this is all the more frustrating! Not exactly a great way to say "Thank you" to all of the Americans that have made you the huge success that you are today.
Meanwhile, my business and therefore my family suffers because of stuff like this.Anonymous 8/26/13 9:04AM
Having purchased products from Adobe in the past, I knew I was in for an ordeal trying to get a serial number to install PS CS6 and LightRoom 5 student versions.
The salesman in the University bookstore said all I needed was to provide my Student ID number to accomplish this, which sounded better than the .PDF file copy of of my enrollment receipt from last time.
No such luck. With 2-hr wait times for a call back, it took two weeks to make first contact with Adobe. Adobe now required, according to customer service in India (at least that's what I understood him to by trying to say) that I needed a photocopy of my (non-existent) Student ID card, Plus the copy of transcript or current enrollment, in Adobe-approved format. This entailed $75 in fuel from my truck to visit four different locations on two different campuses of the University to obtain what they asked, another $15 fee for the ID card, and I had to return CS6 to the bookstore for another copy, as Adobe claimed the first Product Code was not valid. I had also brought my camera with me, planning a photo shoot for a class assignment, but the light was gone by the time I finished jumping through hoops for Adobe, so had to repeat the fuel costs and the trip into town for the shoot. That was followed by an all-nighter so I could submit my by then late-and-subject-to-penalty assignment. I was Supposed to have been camping in the desert, photographing the Perseid meteor showers that night, so was sorry to be in the make up mode with the school work.
Over the past 3+ weeks,I have probably spent something between 20 and 30 hours in phone conversations or attempts thereof, with Adobe, including probably 8.5 hours On The Phone over the past 50 hours. The once-acceptable Product codes for both the new CS6 AND LR5 have mysteriously become invalid during that time. I was becoming increasingly frantic to get this software installed onto my travel computer prior to departure on a vacation which would entail dog mushing training and an Alaska cruise, the trip I'd dreamed of for a couple of decades.
Over the past week, I've basically devoted my days to Adobe, then been up all night working on what I should have accomplished during the day.
I should have departed this morning on that dream vacation, but was so busy working with Adobe that I never even found time to book the trip. (I had already spoken with the kennel and they were expecting me.)Needless to say, I'm heartsick at missing that vacation, but relieved as well, as I've come down with a cold from being awake all week, and prefer not to be sick while traveling.
I Finally found a supervisor who told me that instructions for getting the serial number were inside the box, and with her help the serial number was in my hands in a few minutes. Would that the customer service reps might have known this. AND, the expense of the trip to town for a student ID card was also not needed! By then the LR Product code was invalid, so it took another day to rectify, meanwhile, the installation of CS6 had stalled, so it was another 3.5 hours on the phone today trying to get those two issues settled. The tech support guy insisted that his supervisor would not permit him to let me install from the disk again, he had to take over my computer and do it that way. Fortunately he was not able to accomplish the takeover, so I got the supervisor, told him I didn't understand why I couldn't just install from the disk again, and he said "Sure!" It worked like a charm, was done in a few minutes, after an hour of being told it was impossible. I do NOT consider myself a strong, not even average, computer literate, but seem to have brought more logic to the table than the tech support guy at Adobe.
Bottom line is that, while making every effort to be courteous, Adobe customer service and tech support agents don't seem to have a handle on the expertise needed to do the job. However, they are most willing to pedal in myriad directions over long periods of (Your) time, hoping to stumble over the answer. I suggest, if you need to call Adobe, that you allow about five hours for the process.
And bring your wallet. Yes, I got an exceptional deal on the software. The additional cost of $75 in fuel student ID, 20-30 hours of my time, three weeks of aggravation, the loss of a great weekend trip to the desert,plus the big vacation... and then getting sick ... Time and money spent = X. Vacations lost? Priceless.
Something to consider before you go down this road.
Many of the pros chatting online are talking about going over to Corel once Adobe goes to the subscription only versions of their software. I expect my next purchase might go in that direction as well.Anonymous 8/16/13 3:54AM
terrible. I have been on hold for 5 hours.Anonymous 8/12/13 7:30PM
WOW! "Not all submissions will be accepted." Let's have selective hearing and pad the social till. I guess that anything I say below is just spitting into the wind. Have a nice day.
Horrible navigation experience. It is obvious you go to great strides to hide specific capabilities yet are able to claim that you have them. Mainly: feedback.
You have really gone downhill. Without my permission or choice, your software tried to download Google toolbar and Chrome when I was updating Adobe Reader. The only reason the Google software was not downloaded was due to the fact I stopped the download. Then and only then did I just download your software.
Not being given a choice about "outside" software downloads is akin to malware.
I am an owner of many of your "paid-for" software products. You have really gown downhill in your tactics and morals.
You have now made me not trust you. You are truly on the path to financial failure.Anonymous 8/11/13 5:28AM
Technical service is useless. I called and was told there is. No customer service support except through India and that it is limited. I was told they could not help me with the technical. Problem on overdrive for library books. I would have to go to live chat also in India. Since this is a technical problem changing my password will not solve this problem. Obviously this company does not care about their customers. Nor do they pay attention to complaints. I guess twitter, Facebook and talk show host will be a better option to get problems resolvedRhoffman 8 8/9/13 7:52PM
Adobe Customer Service is the worst I have ever come across. Nobody takes responsibility, you are passed from one person to another and all seem to be in Indian that lack understanding.Despair 12 8/9/13 3:52AM
I was in a group conference presentation online through adobe and had trouble hearing. I was given and telephone number to call for help and a guy from India tried to help me. I remember his voice clearly and had even asked if there was anyone there who could speak English more clearly because I was having a really difficult time trying to understand his instructions. He totally ignored my request, but we finally got the problem solved.
Since then, I've been called on my home phone by an Indian male who sounds just like the guy I previously talked with, advising me he is calling from a Windows Technical Security department to let me know that my computer has been corrupted. I researched these types of calls online and found out it is a scam to scare people into paying hundreds of dollars for a "fix" for a non-existent problem.
I just got another call from them! The Indian guy hung up on me when I told him I was familiar with his scam.
I just thought I'd post this so if anyone else has this happen to them after a customer service call to Adobe, there might be a pattern.Anonymous 7/30/13 3:04PM
I mainly use support center cases and chat. This Indian support is horrible. I was transferring a license and they even gave me wrong forms to fill. After the "transfer" the license is visible and active for both: me and a new owner. After submitting information about that to Adobe support the case is taking about 2 months now and it's still not resolved. They respond after 2-3 weeks (while I have 1-2 days before they close the issue as resolved!!) and there are mainly stupid greetings and a lot of politeness in their responses. They requested me to to take a screenshot (!!) of my products page... then to ask (yes, I have to ask!!) a new license owner about the license he sees on his profile... No comments... As to chat - a lot of conversation is auto-generated and pasted greeting, apologies, and this kind of stuff. No real support, no real questions, no help, just a lot of apologies, I felt like I was talking to some robot who say sorry for everything and all the time...M 7/22/13 8:02AM
why is there not more negative comment
I use LR5, PS etc
let down by lack of investment in customer support
the call centres reveal lack of training and language differentiationsbcc 7/19/13 1:15PM
I was transferring files from my hard disk to my MP3 player when half-way through my laptop froze completely.
I used task manager to shut everything down. Adobe updater notice window appeared! That explains it! Then Windows Explorer stopped working and my MP3 player malfunctioned and no longer works.
Adobe is now an official enemy of mine. You owe me a new MP3 player and you better not have damaged my laptop.
Sabotage by nerds. Your flash player sucks. Screw your punk-ass updater.Pissed-off 7/14/13 7:06PM
disgusted with FInal Cut Pro X after using FCP since version 1, I confirmed that my 3 months old Mac is compatible with Adobe Premiere CS 6 for mac, and bought it from Amazon. What a nightmare - it freezes my computer, program won't even load, looses files, etc. It is unusable. After an hour and 20 minutes with some "tech" guy he said he couldn't fix it; never mind the numerous reports, etc. Amazon says Adobe is responsible for my refund, but Adobe says it's Amazon: my credit card company couldn't refund my $775. There is no tech support. I reinstalled. It doesn't work, so I can't work. WIsh I never wasted my hard earned money. Between an unusable product and nonexstiting customer service: I will NEVER buy an adobe product again. SO mr. Dr. Charles Geschke, C of the Board: you and your cronies are ripping people off.Anonymous 7/1/13 5:44PM
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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
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
Support was excellent. Hold time was just a few minutes and the problem was solved quickly. Thank you!lmbrown 7/11/11 1:50PM
best CUSTOMER SERVICE ever =) and I'm not sarcasticAnonymous 7/7/11 5:56AM
Reach CS quickly and my photoshop problem was solved.Andrew 12/29/10 7:44PM
He (RJ or Jacob) was able to help me in 4 minutes! Thanks.Shaine 11/19/10 5:46PM
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
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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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 you
Adobe Guy 10/23/12 9:12AM
Adobe Systems 11/15/10 12:54PM
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