Adobe Customer Service Complaints - page 3

Pretty much the worst customer service outside of cable that I have experienced. I was prompted to buy a product by my Mac. I bought it. It isn't supported on a Mac. I went to customer service. It says phone customer service isn't available. Shocking. Only chat. So I chat to change the product or get a refund. I get four customer service agents none of who speak/write English well and all I get is that "The product isn't supported" and they can't refund me (as it isn't processed yet - but it already was taken out of Debit card! And they can't change the product. Hoping I can find a competitor.

Despite Adobe admitting on their own web site that they are aware of this problem, I have spent literally 5+ hours on the phone trying to resolve the Creative Cloud Libraries issue where despite being logged in, those library files are never available because the software does not recognize that I am logged in. I finally called corporate and told them about the problem and could not get anyone to escalate the case. After an initial call from someone who was now managing the case and promised to follow it to a successful conclusion, after 2 days her only suggestion, from the escalation team, was for me to "dry a different Internet connection!" SERIOUSLY? Their site has said for weeks that engineers are working on a solution. Their suggested workarounds do not work for me and, apparently many others.

Awful, awful customer service. I had not 1, but 2 CSR's tell me that AI/EPS files are not supported by PS and I needed to download Illustrator to make 2 of their stock photo's work properly. Are you serious??? Finally the 3rd rep agreed that the files were corrupt and refunded me 2 credits. It wasn't even about the credits, it was about the principal. I'm going to begin looking for another program and head back to Shutterstock for all my stock needs.

I dread having to deal with Adobe's customer support. They do not make any attempt to "go the extra mile" to please the customer. Everytime I reach out to Adobe (chat, phone or email) their english skills are sub-par and they strictly go by the book without really listening to the customer and doing whatever it takes to make the customer happy. I'm convinced that the customer support team doesn't really care as long as they're doing their job according to Adobe's standard operating procedure which to me is not customer friendly at all. Unfortunately, there are not many alternatives out there for Adobe products and Adobe knows it and takes advantage of it to overcharge their products and provide horrible customer support. This board clearly shows that I'm not the only one that loathes Adobe's customer support!

My enquiry was relatively straightforward, or so I thought: request a Mac serial number for my Photoshop Elements 14 to migrate it from my old Windows machine to my new Mac. After sitting on a chat session for half an hour I was still no further forward however, and according to the repeated canned responses of the agent I spoke to, Adobe were having 'technical issues' and that I should come back in a few hours as they couldn't help me. This got old rather fast, and after wasting my time like this, I requested to speak to a supervisor or manager/have the serial number emailed to me, which I was assured that it would be. The chat session was then somewhat rudely ended by the agent. Instead of putting myself through this time consuming ordeal again I think I'll be researching alternatives to Elements for Mac so that I don't have to deal with this company and their horrendous excuse for a customer service department. In the meantime, I'm definitely not holding my breath for my serial number.

The most appalling customer service I've ever had from any software vendor. I had people who couldn't do simple service requests (yet I could find others that had no problem, so the first ones were just incompetent), others who wouldn't help me because they didn't think I was logged in (yet I had to be to contact them via chat), and I even had one support agent who terminated the chat mid-session (very rude!) - his best suggestion to me was to let my Adobe subscription lapse!! They lost two years" worth of my work when I upgraded to a paid account - seems that in order to change the country in which I was located (which they initially said they couldn't do at all - stupid!), they cancelled my previous account, wiping out all of previous files!

Because my computer crashed i had to reset everything including Lightroom 5. I had the box and everything but my serial number that somehow i had misplaced.
You can only do chat support ("phone support is not provided for this product") and the people behind their computer answering the questions didn't seem to have the knowledge nor the power to act on my issue. The only "copy" the same answer over and over, from the process book probably and all they could say was : "As i can see that your case is already escalated to next level so the senior team will contact you with in 24 to 48 hour."
It's been more that a week and my issus is still not resolved. Im so frustrated !!

How to top HORRIBLE? LR CC will not update. Tried Chat twice (tech persons stopped responding both times) and then phone. After 30 minutes with man for whom American English was a 2nd language, he said must uninstall and re-install LR, while losing plug-in (Also other, could not understand?). Total time to be told to uninstall, 60 minutes.

HORRIBLE. CAN I SAY THAT AGAIN? HORRIBLE. I was told on June 6th that my issue (a simple one at that) was being escalated to a 'relevant team' and they would resolve the issue and I would hear from them in 2 - 3 days. Now it is June 10. Chatted AGAIN, once again it is being sent to a 'relevant team' as high priority and i would hear from them in 24-48 hours! I have not been able to use my photoshop which I purchased a subscription for, for 10 days. I use it for business. Unbelievable for such a huge company. They read from a script like Robots.

Absolutely horrible customer services. I tried online chat with three different agents. The first one ran me through a series of steps to take care of the issue I was having ( Premiere pro cc 2015 started throwing serious error codes and shutting down out of nowhere) I was disconnected with the agent only to be left with another problem I was now receiving alerts that I have font issues. I tried speaking to 2 other agents neither of which had any useful knowledge of the programs or computers. One even wanted me to create an entire new user account and transfer all of my data and media over to that one some how magically fixing the issue and conveniently disconnecting our conversation. I then decide to call and see if they would be anymore helpful on the phone. That was a huge waste of time. With out even looking into any other solutions they wanted me either give them access to my computer or create a new user and start fresh with everything or to contact Apple to have them fix a possible permission issue. Typical company refusing to see that their product has an issue and trying to push it onto another company. I am beyond pissed off with Adobe and their product at this point!!

Unethical company which uses foreign support who does not communicate clearly. They will offer you a free service that has an annual contract attached to it. This free service expires after a month or two and you are charged a monthly fee - additionally - they will add a termination fee.

Photoshop 14
Mac El Capitan10.11.5
My thumbnails on the screen and folders are are showing a blank box; when I click it, the photo I have been working on shows up on the workplace. This was happening only occasionally. Now every time.
I hope you can help, becauseI need to see the thumbnail on the screen and in folders.
I hope you do not say that it is because of a Mac upgrade. It is the responsibility of Photoshop to keep up with the program updates. You can't expect Apple to sit around waiting for Photoshop to upgrade, and then invent a new program to match it.

Horrible experience. I recently moved from the US to Canada. told them to change my billing card. Not possible. I was told I have to cancel, open a US account and re-establish all of my team accounts. Seriously??? Chat is responsive enough but only of value if you work with someone who knows what they're doing. I tried calling. I was transferred twice. 2nd time I was on hold for over 50 minutes. I finally gave up.

I was charged £40 on my account (creative cloud subscription) on 21st April. I raised a support case on 11th May. I was promised (I have the transcription) that someone would come back to me within 2-3 working days. That never happened. I then contacted Adobe again 16th May 9am GMT UK Time, and was on for nearly an hour with a support rep, they then told me someone would contact me within 24 hours. This never happened. I have now contacted support for a third time (11am GMT UK Time) and have spent another 30mins on with support, I have been promised someone will get back to me within 24 hours. Now despite me stating this is an error by adobe (I have a creative cloud monthly subscription) they don't appear to want to know and I am getting fobbed off..this is my first time with Adobe and I am not really that impressed.. I mean the software is great, until something like this goes wrong, which is their fault.. now I am £40 out of pocket and again have to wait for something that may not happen, terrible service,

100 percent on script. Everyone is a robot and they have it down solid. Will not offer a way to solve my problem, instead they simply repeat the same thing over and over. I've used their products for 20 years but since they've gone to the cloud and aggressive sales I've become very disappointed with them.

In this latest issue with Adobe, my annual subscription contract was up, so I took advantage of an offer through my place of business for a discounted rate. Immediately after purchasing, my redemption code did not work. The chat options (noted that is available 24 hours/7 days a week) was not available. I tried again the next day, still unavailable. I decided to use the call option (which is always incredibly time consuming and yields no help). The line was very fuzzy, the employee's English was barely understandable and the call disconnected within a few seconds. I called back, and had a very frustrating back and forth with service rep (I was asked to "hold 2 minutes" at least four times) who confirmed that my activation code was correct and should work. He said he had to elevate the ticket and assured me that someone would contact me via email within 24 hours. That was three days ago. I have no creative cloud applications currently and can't access many of my files. I went back into the ticket and posted another message and have received no response. I went back online to try to reach support. I selected my issue as activation/sign on/redemption code issues, and now it says that phone support is not available for my issue. The only option is forums. I have no idea how adobe can think that a forum is the best medium to solve redemption code issues. Am I supposed to post my redemption code for the world to see? The last issue I had with adobe took 3 months to resolve and that was for $5 of tax that was charged to a tax-exempt entity. Let's see how long this one takes.

Adobe customer support has evolved into being God awful. Support was in the 'good old days', now I would advise that you don't buy if you don't have to (good software, awful customer support). Mistake #1 on my part; I had Acrobat 10 Pro and it was working just fine but I had just upgraded to Windows 10 and I figured that I would 'upgrade' to Acrobat DC (their newest version). On their web page Adobe showed how many 'improvements' came with their newest version of Acrobat Pro. What they didn't tell you was that they had 'unbundled' the 'Livecycle' module from Acrobat (used for designing fillable forms). Okay, paid a lot for an upgrade and lost functionality. So I decided to purchase their 'now separate' Livecycle software. It won't install properly and I have no means of getting customer support to rectify the problem. Nobody to talk to, unless of course you buy their separate (expensive)'service contract'. The only option available for purchasers of Livecycle is to look for help by going on their forum section devoted to Livecycle. There you find some other hapless customers stuck in a maze asking questions but receiving no firm solutions. They will put their confused customers in a forum asking questions and maybe one of them will have found a solution on his own and will be nice enough to post it to the forum. This is what they call customer support! Luckily I purchased the bulk of my Adobe software in the good old days before they went to the 'cloud' (CS6 non-lost in space version). Since the cloud they are solely into marketing and 'don't do' customer service. I can't make a rating for 'friendliness' since I can't talk to them.

Constant attempts to verify email address of use of
Adobe Reader and numerous chats with reps on line don't resolve the problem as they keep sending me info to type into browser to verify and it does not work. What a waster of time.

I contacted Adobe customer service with a question regarding Echosign for Salesforce. Five minutes into the chat I was transferred to another support rep. For the next ten minutes the rep wrote nothing. No greeting, no 'please wait while I investigate', nothing! I've worked support and understand that 30 seconds can seem like an eternity. Ten minutes with no comments led me to do what most people will do, disconnect from the chat. Due to this poor support experience I am looking into other eSignature integration for ou Salesforce use.

Horrible support. No accountability. Transferred from one agent to next. Language difficulties. Top management should be replaced and then overhaul their support division. They know we are trapped because there are few comparable products.

I have been trying to upgrade from one Adobe product to another. I have been online with these frustrating and ineffectual customer service and sales folks for more than an hour!!!!!!! I am actively surfing to find out if there is another option to adobe right after I finish writing this review.

Two problems frustrating problems.
1) After I purchased the product, I cannot get someone to remove the autorenew on my credit card even thought the sales rep promised that I would be able to do that!
2) They were unable to give me a refund from my original account even though I would have gotten that refund if I had upgraded on line.

I've had to call 3-4 times about a billing incident in which my account wasn't able to withdraw the funds to pay for my Creative Cloud membership. Each time, I got someone who wasn't able to speak English well at all. After the third time, I asked for someone who did not have a noticeable accent, and I was denied that request. Then I asked if I could speak to a supervisor, and she became very hostile with me and asked me why I wanted to speak to a supervisor. Then, she proceeded to ask, "Am I not good enough for you? Why do you wanna speak to an American, because you're prejudice against our race?"

After her rant, I let it go and asked to speak to a supervisor again, and she said that she needed my Adobe ID (which they always screw up since it's my college e-mail address). So I did exactly that, gave her my Adobe ID. Then she asked me, "What can I help you with?" And I repeated, "I want to speak with a supervisor," this time around adding "...without a heavy Indian accent, preferably." She flipped out on me, yet again, and I said in a rage, "Get me to a f**king supervisor, before I get more to complain about." She scoffed, and without saying anything, transferred me.

I basically let loose on the supervisor. I've been working in customer service for the past year, and I know exactly how to treat a customer. THIS IS NOT THE WAY TO RESOLVE PROBLEMS.

I deal with disrespectful customers on a daily basis. While I didn't mean to let loose on the rep, it was becoming extremely frustrating that she constantly pulled a race card on me, and kept using that as my excuse to talk to a supervisor.

This company is horrible to deal with. Unless you absolutely have to, use Google to solve your problems with any Adobe product.

I received an updated Credit Card. Naturally the expiration date needed to be changed on my Adobe account. It was not very intuitive on how to do that, I was forced to choose between online chat and sending an email. Adobe has eliminated or hidden any type of phone support. After being bounced between multiple chat techs, I was told to send an email to \



Their chat tech couldn't tell me how to navigate to the correct facility to send them money. That is so sad.

Forcing people to subscribe is awful. I bought a master collection a few years back and need to switch platforms now. Nothing, they won't help me unless I pay over $2000.

I have a licensed copy of Adobe Creative Suite cs6 and today I had to reinstall it on a crashed pc. It said the serial number was not valid. Upon contacting support through a chat, the rep said the number was never in their database. I had registered the software and when I logged in to Adobe there was no record of my software. It was working fine for 4 years. What Adobe is doing is unconscionable! They would take a phone call and there is no help available. I could never purchase an Adobe product or a cloud subscription if they can't manage their data. They have to be the most dangerous company in the software industry. No scruples!!

My company paid for it through a government vendor. How can I retaliate? Is there a class action lawsuit underway? They can't get away with this. May they rot in h×× l.