Adobe Customer Service Complaints - page 2

Adobe is infuriating. When I canceled my subscription, they charged me half the remaining cost.

Your web site is NOT user friendly and leads in circles. I have been trying to speak to a customer service representative and I end up speaking with someone from India, NOT an issue, who is working from a script (major issue). I have a Lr5 program purchased through Amazon in 2013 that is up to 5.1.7 and would like to purchase an update, 2015.5 and so far I have not spoken to anyone who can communicate what you are doing about it. Your customer service rating of 2.5 is exceedingly high.

Adobe customer service is the worst I've ever experienced! I have a problem. I click on support, or contact us... I get a menu that says telephone support is not available for the product I am spending $400 for. It also shows Chat, but says that
is unavailable. There is no way to email support or fill out a trouble ticket. I pour through the "forums" for 2 hours... No help. I finally find an adobe customer support line in an online search. I call and it says my wait time "is more than one minute." I have now been on hold for 20 minutes listening to their terrible music. I HATE ADOBE!

Adobe automatically upgraded me to Standard DC, when I called and explained the program was not authorized and I wanted my Pro XI back, they talked me into the new and improved subscription to Pro DC, which of course is an EPIC failure as the program is horrible. So three hours later on the phone and I'll still trying to get them to give me back Pro XI. I have been switched from sales to tech to billing, etc. I'm on hold yet again as I write -- I have a feeling I'm going to be charge for my old account and the new account and never get Pro XI back. Besides that, I can barely understand what all these Adumbee employees are saying their English is horrible. The entire company and what it calls "customer service" is horrible.

I contacted chat to ask for help with using a product I purchased and was only told I could not be helped.

I have been trying for over a month for a call back from customer support. I continue to leave my phone number for a call back and have not gotten one as yet. I have also waited on hold for over an hour, because I did not get a call back. As a result, I am paying for another years service that I will not get any benefit from. This is not a good practice on Adobe's part. Please cancel my service and refund my money.



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Put me on hold for 25 minutes and hung up on me. The worst customer service ever!

It took 15 minutes to get past being challenged about my license which is registered and paid every month. They are more interested in providing ROADBLOCKS to help then actual help. Why is it my fault that their system lets me log on, get updates and accept my money but all of a sudden they cannot locate me? It's a glitch in their system! 30 minutes into the service call they decide I should speak with accounting and then start over!

In other companies such as Microsoft and many antivirus app providers, automatic continued subscription means the plan best discount. But that is totally not the case for Adobe. For Adobe, continuing the subscription means market price with no discount at all. You have to check if there any plan with discount available and contract the customer service to cancel your old plan than you can change to the new plan. It is too silly to ask the customers to agree with the automatic continued subscription! Totally not acceptable.....too inconsiderate, too unfriendly to old clients!!!!!!!

I was auto renewed for products without any notification from Adobe. I found out out on my credit card statement. I asked for a refund and the customer service rep offered a discounted price, which I declined. I asked to cancel all products. They said they needed my credit card info to process the refund. I find later that they actually charged me AGAIN on the discounted price, with no refund. Also, there is an "Email me a copy of the chat transcript when we are finished" option I selected each time and they never do email it.
Every time I contact a rep to get the charges I did not authorize refunded, they say they can't process the refund and will escalate the issue. After that no one gets back to me and I start the process all over again. How is this acceptable??

Staff are short tempered, ill mannered and ill trained in customer training. No idea on their products contractual bindings, always looking for a sale or to haggle without looking out for the customers needs first. By far the worst customer experience.

Their toll-free number doesn't work for most products - you get a message saying there is no phone support. The online chat agent was completely unhelpful. So I tried their corporate office and asked for the billing department which is how I was finally able to speak with an offshore agent; who ended up being helpful after initially making their usual noises about how he couldn't do anything to help me. (I wanted to cancel their automated billing for a monthly subscription - which doesn't make sense to me but I see is an excellent way for Adobe to derive revenue).

Like many before me, I've been ripped off by having recently-purchased standalone CS6 applications rendered next to useless by refusal of Adobe to update them. We know what the deal is: they want to force customers to move to CC rental model.

Then there is the absolutely execrable "support." Where to begin? It is simply a waste of time and frustrating to the point of turning the most patient customer into a raving lunatic bent on revenge. It's almost as if they're trying to be deliberately obtuse, repeating the same useless, and incorrect answers.

Surely, Adobe is intent on frustrating customers so much that they'll just give up. Well, I'm there. Looking for any useable alternative to a company that has apparently, mysteriously, decided that customers are made to be antagonized and insulted. What a strange business model.

Swindlers and no help! I accidentally canceled my CC plan and had to pay 187.00 on the spot. They could not cancel the accidental cancellation. I was told to subscribe again in 24 hours and they would refund the 187.00. When I did this and called to get the 187.00 back they said no but we will "give you 4 months of Adobe free". Which turns out not to be free rather they will use up my 187.00 for the next 4 months. I have also been trying to cancel adobe stock and they said to stop payment on it and it will automatically cancel. This is just bad business! You can not cancel your CC without waiting until your subscription anniversary otherwise you have to pay them for the service that is left without being able to use the product! Ridiculous Adobe!

If you need a job and can't find one, apply to India!

I called the corporate office phone number and thought I'd be able to talk to someone in America, but that didn't happen.

After punching in random extensions I got India again.

Then this guy gives me a phone number that he said would be for support in the U.S. But when I called I stupidly punched in the numbers when prompted for support. Support is ONLY in India. If you want to talk to an American in the United States pick any other extension, but not SUPPORT. This country is losing its jobs to everyone except US citizens.

Wow, lots of negative reviews for Adobe support service. Adding mine: the call options are not clear and in calling 3 times I've been given 3 different sets of options! Some send you down rabbit holes with dead ends. Currently on hold, told I had a 1 minute wait... it's been about 3 and countig, and no sound to confirm I'm even still connected to them. When I got through in an earlier attempt, the CS guy was rude, just kept telling me I was breaking up. Thankfully I still have a land line, but now I'm stuck, waiting. And, by the way, I'm still on hold!

I am at a total loss, if anyone has any helpful advice, it would be much appreciated.
I have previously purchased a hard copy (Disk) of PhotoshopCS6 Extended.
I have recently upgraded my iMac and I no longer have a disk drive.
It has been a serious struggle trying to install the software that I BOUGHT and am licensed to use.
I have followed help pages on the Adobe Forums, and have been faced with the same issues and error messages when trying to install the software from the online page they recommend.
I have had 3 different 'chats' with the support agents, all of which were very unhelpful and have unexpectedly quit, even though my computer and internet connection are both fine.
During one of these 'chats' the agent told me to consult a forum, to which I explained, I had done this prior with no success which is why I am now currently talking to said agent.
The agent's response? "Please ignore that last message, it was sent by mistake"
Which is just laughable.
I am seriously fed up with the customer service I have received.
I am fed up with not being able to use the software I have bought.
I am therefore, fed up with the fact that I am unable to work and it is now costing me time and money.
I do NOT want to download multiple app installers and desktop creative cloud plug-ins because I do not want my iMac being overloaded with unnecessary things.

I am at a loss of what to do. I have bought Adobe Acrobat 9 and then paid for an update. The update doesn't load and have spent over six hours with 'chat'. Trying to solve the problem. After the first 'chat' my Adobe Acrobat update disappeared on the Adobe site, after the second 'chat' there is no record of the chat and the person stated my downloadable update would be back on the site and it is not there. Worst support system I have ever encountered for an expensive product that is not usable.

I am not one to write negative reviews about anything, but I have never dealt with such poor customer service with any other company. I attempted to cancel my subscription 2 times, paid $91 extra for a service that I never used. The outsourced representatives were professional, but inhuman robots that were reciting their scripts from an awful company. Will never use Adobe for anything else.

Needed tech support help in understanding the process to transfer my account from computer a to computer b. Spent 10 minutes trying to get person on other end to understand and spell out my user id correctly so he could verify my account. Seemed like he was intentionally causing a delay to get it right. Upon asking specific questions, all I received were indirect and confusing responses. Upon attempting to restate the question to get a direct and understandable response, the person on the other end just kept talking over me. I am simply floored by the rudeness and lack of intelligence. Too bad adobe has a monopoly on software for communication design. Too bad adobe personnel are jerks and in desperate need of customer service training.

I am 53 years old and I have dealt with countless companies and I have never experienced such haughty, soiteful, arrogant treatment...from some punk in a calling center in India! I will never purchase an Adobe product again, and I am going to share my story on as many review sites as possible.

I RARELY write reviews but Adobe needs to know how HORRIBLE their outsourced customer service is. BOTH people I spoke with, it was clear that their first language wasn't English which wouldn't have been a problem except not understand what a customer is saying makes it a huge problem. I have spoken with other outsourced customer service reps from other businesses and they have been great. Obviously Adobe is slacking on how they test the language competency of their reps. The first lady would not answer my questions. She just kept sending me generalized information about the original topic that I brought up (if i wanted that i could have just sifted through all the support links that lead to nowhere) . She took forever to respond but cancelled our chat after I had to leave my desk for 3 1/2 minutes. I had to then get back on with another person who also wasn't answering my questions.. he clearly did not understand what I was saying. I finally lost it and asked to be transferred, which I was not. He finally granted me 3 months free subscription that I was also offered by the first lady. My original contact to support was regarding the fact that I had no idea I was tied into the adobe stock contract for a YEAR! I am going to investigate where it says that the subscription is for a year and can't be cancelled without a large fee. Adobe, i hope your greed is worth it, since you cant seem to pair english speaking reps with english speaking customers. This has caused me to look for alternatives to Adobe creative suite.. lol, i just got an email that asks if I will fill out a survey about my customer support experience.. you bet I will.

The worst online customer service I have ever experienced. Many phone calls---much time wasted on hold. No person able to help.
Had to file a dispute with credit card company

Absolutely useless. I contacted them regarding an issue with my serial key. My account is linked to the product. My ownership is legit. For some reason, my serial key gets revoked and they say they can't help me. It's so easy to provide me a new serial key that works, but they just wave me off and tell me to contact Amazon instead. With such an urgent issue that needs fixing for my work, they let me down. Not even a temporary key. I was very polite with them and they just shut me down. Horrible experience. It's things like these that make piracy an absolutely tempting alternative.

This company should cease trading immediately! I have never, NEVER been so frustrated nor had so many obstacles thrown at me in trying to cancel a subscription. I went through 5 different calls and numerous telephone options only to be directed to the website. When I finally got to speak to someone, I was placed on hold for 20 minutes! They're good at taking money from your account but the hoops you have to jump through to cancel are completely unnecessary. DO NOT TRADE WITH THIS COMPANY!!