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Adobe

Customer Service Ratings and Comments

Adobe is ranked #162 out of the 219 companies that have a CustomerServiceScoreboard.com rating with an overall score of 28.17 out of a possible 200. This score rates Adobe customer service and customer support as Terrible.
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NEGATIVE Comments

55 Negative Comments out of 58 Total Comments is 94.83%.

POSITIVE Comments

3 Positive Comments out of 58 Total Comments is 5.17%.

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Terrible Overall Customer Service Rating
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  • AWFUL AWFUL AWFUL customer support, the absolute worst. What sucks is you hand over an arm and a leg for their products and then you can reach anybody but a machine! I waited for 37 minutes and finally gave up.

    lepadus 2/8/10 12:28PM

  • After repeated calls to Adobe's "customer support", not once did I receive a return answer to a question, even though it was promised within 24 hours. Their products do not live up to their promotional material.
    This company has the absolute worst support I've ever experienced in over 30 years as a video/film professional.

    Anonymous 2/2/10 5:33PM

  • I was told by a customer service person that a download link would be emailed to me for an older version of Photoshop i owned.

    That email never came. I called back twice more, each time being told the issue was being "escalated" to another division, and that an email would follow.

    Ha! Downgraded is more like it! Repeatedly, I emailed through my case number comments and questions. Everytime, I got the same "canned" response - I don't think people really look at these cases, computers just extract keywords from complaints and send out the most appropriate canned response.

    In my opinion, Adobe is devoid of corporate integrity, and a perfect example of how companies develop great products, grow quickly, and finally slam into a wall. I would not own Adobe stock now - having been through what I experienced, I can sense a growing incompetance in their leadership.

    iamanidiot 2/2/10 5:30PM

  • Wanted to charge me for a technical issue, because they termed it as a "How to issue", when the product was not working properly. I explained that this was disinenuous and she said that is their rules.

    Anonymous 2/1/10 8:18AM

  • ADOBE Customer support is THE WORST. After 70 minutes, most of which was waiting to talk to someone, I get a brand new person, and then get hung up on. I I reported a problem to them in May 2009 and it still isn't resolved. All I hear from them is "we haven't heard from you" The real situation is that I havene't heard from them

    Anonymous 1/28/10 10:59AM

  • These guys are the worst! I've been on hold for over 45 minutes now and "Live Chat" has been "BUSY" as well. Trying to get them verification that my college daughter is in fact in college. There's a limit on the number of MB for the verification process though and my daughter exceeded it with stuff they don't want. I'd just like to be able to delete the stuff they don't want from her case file so I can send them valid stuff. Are they listening??? So stupid!

    Beav 1/26/10 12:08PM

  • "Only" had to wait on hold for about thirty minutes, but both days I've called, I've been told the same lame thing by off-shore tech support who are obviously reading from a script: "I have to send your question to our higher authority, and I promise you they will email you within two days." Both times, same story. Both times, no email at all. I will not be buying Adobe's products again.

    Anonymous 1/22/10 11:54AM

  • Been on hold for 50 minutes so far. I'm sure it will be longer! Having dealt with Adobe Customer Service in the past I can say from experience Adobe has the WORST customer service I've ever dealt with in my entire life! SO BAD IN FACT THAT IF AND THAT'S A BIG IF! YOU EVER GET CONNECTED TO A REAL PERSON THE ODDS OF YOU BEING ABLE TO UNDERSTAND THEM ARE ABOUT .1%. I don't have anything against indians but I want to be able to understand the customer service reps I call or they're of no use to me and don't service me at all! THIS IS RIDICULOUS ADOBE CLEAN UP YOUR ACT!! THIS IS INSANELY UNPROFESSIONAL.

    By the way I'm calling because I bought CS4 for Windows 6 Months ago but will be purchasing a MacBook Pro tomorrow and want to get a Mac Serial Number. BUT AT THIS RATE I WILL NEVER GET THROUGH TO ANYONE!! #adobecustomerservicesucks (For lack of a better term it just SUCKS!)

    Anonymous 1/21/10 6:17PM

  • Have spent about 1.5 hours just trying to get a receipt on a purchase for my accounting department. Very inept service.

    Anonymous 1/20/10 8:32AM

  • Very bad customer service. I was on hold for over an hour twice before finally speaking with someone. Then put on hold for several times and transferred to several different departments before issue was resolved. Spent two hours on the phone with them. Not rude, but definitely not friendly.

    Rick 1/18/10 11:52AM

  • Today is Dec 15th and STILL no solutions from Adobe. I called and again faxed in receipt and have not received the promised call back from 2 hours ago.
    Sent in same info 3 x's now. had 2 phone msgs asking me to call back but did not leave a phone number. Actually had case closed twice. Spent 4 more hours on hold. Now 4 months later and no resolution. Adobe is best case for study on how to FAIL at customer service.



    Sent: Wednesday, September 16, 2009 6:32 AM

    Subject: RE: Told by tech service invalid serial #

    Can I get a solution reponse to this or even a return message----PLEASE!


    ________________________________________
    Sent: Tuesday, August 25, 2009 2:58 PM
    )
    Subject: Told by tech service invalid serial #

    Tech services transferred me 8-24-09 to customer service where I was on hold from 11:15am Eastern to 3:30pm.

    please contact me to resolve.

    This is 2nd request plus the 3 hr 15 min hold.

    Told by tech service invalid serial #


    Acrobat Pro 9 using on Windows XP Home

    Zebra3 12/15/09 10:12AM

  • After 30 minutes on hold, spoke to tech with thick accent (no doubt offshore support), who then spent 10 minutes registering our software and giving very basic solutions. the tech then put us on hold for 40 minutes with no updates, then the connection was lost. The tech had our contact info but did not email or call us. Attempted to dial back in, and waited another 30 minutes on hold before giving up. Tried submitting a web request - no response after 24 hours. Why would anyone actually PAY for this support??

    auntiea 12/9/09 12:33PM

  • Just brutal, two hours on the phone and I haven't yet spoken with someone who has used a mac or the software I have a problem with.

    Dan 12/4/09 7:58PM

  • The outsourced customer service agents are idiots.

    KB 12/4/09 2:09PM

  • I have a problem with Photoshop Premiere I have tried to use the Troubleshooting suggestions to no avail I have just tried to call the numbers listed on the site for Tech Support and customer services and both are unobtainable

    ROH 12/4/09 5:26AM

  • I have had a catalogue of problems with Adobe. I use the usual Flash, Adobe Reader plus PSE 7, Acrobat Pro, Premiere 7. Too many examples to list them all.

    Just one example: I lost my PSE 7 disc and set up a support request to see what I could do. Was told to download the trial version and enter my product key. Did that and it didn’t work. Spent ages on web and found out (not on Adobe site) that this didn’t work as I needed a disc version not a download version. Updated my support request with this info, gave up waiting for response and rang Adobe. Took ages and told same as before. Explained that it didn’t work and was told it would and to try again. Did that three times and still didn’t work.

    Rang them again and told to order new disc, gave address (PO Box) and credit card number. Card debited but no sign of disc. Received a message on support case asking for physical address not PO Box. Gave physical address and still no disc. Rang and gave physical address again. Still no disc. Credit card debited again (!!!!) and still no disc. Rang again and complained and given web address of download version that would work. That did work but still no disc. Received message on support site asking for physical address and still no disc after another four weeks.

    Just left another message – the saga continues.

    Also, when are they going to produce Windows 7 / 64 bit versions of anything???

    Steve 11/27/09 3:31PM

  • Simply the worst Customer Service of any company I know!!! It takes an hour to get someone to answer their phones, another 30 minutes to get transferred to the person you need to speak with (assuming you are not disconnected), and then the person on the phone is completely incapable of accomplishing anything. This isn't one incompetent representative of the company...its everyone I've spoken with! They won't let you speak with a manager, no one will identify themselves (by this I mean a first name and a company ID number) so that you can speak to the same person twice. They say they will call when they have certain information related to my inquiry, but they simply never call. Amazingly I believe they have no intention of addressing any customer complaints...its just a delay tactic so the customers will stop calling.

    annoyed71 11/17/09 6:13PM

  • July 13 - bought Dreamweaver CS4 upgrade online; wouldnt install. Called Adobe and was told my Studio8 Dreamweaver wasn't an eligible upgrade (no mention of that in the online store); started refund process for $199 and Adobe deactivated the serial number for the upgrade I'd purchased. Told I'd get the refund in about 5 days.
    July 28 - after no progress re the refund, called Adobe again - was asked to send a Letter of Software Destruction. I did. Told the refund would appear on my Visa card statement within 2 billing cycles.
    August 31 - opened an online case, since still no refund.
    Sept 3 - got a form email that they were "reviewing" my refund request and it would appear on my credit card within 1-2 billing cycles.
    Oct 28 - still no refund. Called Adobe (India). Got no resolution. Asked to speak to a supervisor (not possible); asked to speak to someone in the US (not possible); told my case is in the "refund department"; was given a case escalation number, told I'd get an email from Adobe.
    Called Visa - told by them that because it's now 90 days past the purchase date, there is nothing they can do (Adobe knows this and stalls people). I am going to report them to the BBB in San Jose, CA. This is just unacceptable!

    AZArtist 10/28/09 12:10PM

  • I purchased an upgrade to Photoshop CS4 on July 31 in response to an Adobe email offering full-year on-line training. I have been trying ever since (today is Oct 26) to get access to the training. I've spoken to customer support, customer services, sales, and others. They cannot seem to handle this simple problem. I get switched from dept to dept, from person to person. I've been told someone will call in "24 to 48 hours" (always exactly tha). No one does, of course, I haven't mentioned my experience on hold -- hours and hours and hours.

    Bill 10/26/09 10:37AM

  • spent SEVEN WEEKS attempting to get a simple cross platform swap for cs4. called maybe two dozen times, waited on hold for countless hours, spoke to maybe 20 people in total (including several supervisors), was promised a call-back six times and never received one. finally buckled and bought the software all over again. I never thought I'd say this, but it actually is worth all that money just to never have to deal with those people (hopefully) ever again.

    Anonymous 10/21/09 7:32AM

  • Adobe is behaving shamefully re its appalling customer service. Are they mad, soon someone
    will respond and create serious competition. They have no foresight or honour.

    sue 10/19/09 6:12PM

  • Yup.. On hold for 1 hour and 25 mins. Pretty lame. I've listened to the same two crappy 'songs' about 8 times. I'm so bored I'm actually writing here.

    -Lonelyloserlimbo

    Anonymous 10/7/09 4:19PM

  • After purchasing a license for Adobe Professional and paying 700.00 dollars, multiple attemps and several hours on the phone wondering why I could not download the siftware they finally realized that I had to pay a additional 25.00 to have the down load link in my portal at the locensing software, They collected my money for a electronic version of a software but because they now charge a 25.00 dollar additional fee for a ELECTRONIC software to be downloaded, which Is really stupid, I could not use my software for three weeks. They transferred me to multpile departments, sent out a repair ticket, all this because their own staff was untrained on the new fee!!! So frustrating.

    Kathy R 10/7/09 8:02AM

  • All I wanted was a cross platform switch for 2 products. This just required a check of serial numbers (which were registered with Adobe), and payment of shipping.
    But it took just over SEVEN HOURS on the phone during which I spoke to 6 different people. They were all pleasant but really this is highly frustrating to say the least and a total waste of everyone's time. I have never experienced service so bad in my 60 years on this planet.

    argie 10/7/09 7:19AM

  • This is the fourth time I've tried to resolve a case of a simple cross-platform transfer of PS Elements from Windows to the Mac OS. To date I've been on hold for over 3 hours, talked to four reps, including one who identified himself as a supervisor, and have nothing resolved. I've opened four cases on their website without resolutions.

    This is without doubt the worst customer service I've ever encountered with any company. The real tragedy here is that Adobe doesn't read any of these e-mails or take any steps to resolve well known issues with its non-existent customer support.

    There are levels of paid customer support (silver, platinum, etc.) so I can only figure that they go to the head of the line, while we wait for hours.

    I'm hanging up now after 1:41 of hold without an answer.

    Mike

    FTRG8R 9/22/09 4:47PM

  • If I tallied the total number of hours I've spent on the phone with Adobe support (specifically Activation support), and sent them a bill, they would owe me a tidy sum of money.

    The worst experience I had was being on hold for 4.5 hours. You read that correctly, 4.5 hours. I ended up giving up and going home. The following day I did get in touch with them, and they sort of fixed the problem. Their support agents (overseas somewhere) would try a contact me after business hours, and on holidays. Never during normal east-coast hours.

    It then took a week or so for a manager at Adobe to call me back. Needless to say, we had a lengthy chat.

    Adobe treats their paying customers like pirates, and makes them jump through hoops to simply use the software they LEGALLY purchased (and spent a lot of money on at that).

    Adobe is a monopoly, and they know it.

    Schleppy 9/22/09 10:35AM

  • terrible customer service

    jamcc 9/18/09 11:33AM

  • You cannot deactivate your license for Photoshop Elements 6 Mac prior to upgrading to a new hard drive. When you install it on the new drive, it will not activate for this reason. 3.5 hours (no lie) on hold yesterday with no answer. Called first thing this morning and was polite, but when I mentioned that I had been on hold yesterday forever, the line suddenly went dead.
    I guess their motto is "we have your money, go to hell".

    Zonker 9/18/09 6:47AM

  • Frustrated Customer 9/16/09 2:48PM

  • At 71 minutes. These guys should be ashamed of themselves, charge $1500 for software and put the money where? Not into the only asset they've had - customers with some loyalty....

    Anonymous 9/16/09 8:47AM

  • I was on hold with Adobe customer support for over an hour a couple of days ago and actually got through! To PORTUGAL! Come to find out that my call somehow got switched over to PORTUGUESE support. Portuguese? Sorry, I don't speak Portuguese. AND he couldn't reroute the call because he didn't know how. At least I think that's what he said after asking me to call back. CALL BACK? He had to be kidding. This situation is getting dire for Adobe. To bad they have such a stranglehold on the graphics industry...

    princessp 9/16/09 8:42AM

  • 4 hours and holding. No one has answered yet. This is day two. My hard drive crashed and it will not let me re-activate Adobe Acrobat 8 since it was not DE-activated from the previous computer (the one that crashed!!!!!). So here I sit on hold just to re-install the software. I was going to just buy the next update, but after reading these reviews, I think I am going to look at Bluebeam PDF Revu or some other program. Too, Bad, I have bought and used every version of Adobe Acrobat Professional since version 4.0. Lets see, that would be almost $600.00 invested in their product. I guess someone else can use my investment monies!!!!!!!

    Tony 9/15/09 1:07PM

  • Attempting to get a license transfer to a new machine. (They lost my CS4 registration which compounds the problem.) Request via the CS support portal has gone unanswered for 3 days. Phone call today was on hold for just under 2 hours. No human ever came on line.

    Anonymous 9/15/09 12:25PM

  • Adobe robbed me of $200. I bought the wrong upgrade and tried to get a refund; I had to jump through all their hoops. I filled out a Letter of Destruction stating I would destroy the software. I then faxed that and my receipt to them; waited a month, called and they said they never got it. I faxed it again; again they didn’t receive it. I then emailed a PDF of both documents to them. They initially said they only got the first page; I corrected them by having them look at the 2nd page in the PDF document. They said they’ll send a check; no check. Called back… again they said didn’t get the receipt. Another correction and they said they would expedite the ticket. 1 month later still no refund. I called again and they said they would email me information about getting a credit on my credit card. No email. I can’t even try using the software because they’ve already disabled my serial number.

    NoRefund 9/14/09 7:08AM

  • Adobe has no customer service to speak of when trying to get answers. It is not unusual to have to wait on line for 1 1/2 to over 2 hours to get to a customer support rep.

    Anonymous 9/11/09 4:59PM

  • I was on hold yesterday for 3 hours and 7 minutes...when God saved me and disconnected the line when I went through a tunnel on the bay bridge. What's going on Adobe? Do you have a donation site or mailing address setup that funds can be sent to get customer service working?

    ihateadobe 9/11/09 2:06PM

  • Pathetic would be kind. I've tried contacting customer support as they over-charged my credit card. I have hung up four times after waiting 37, 47, 53 & 79 minutes......Pathetic....

    EndlessHold 9/11/09 12:14PM

  • We're seeing a few of the conversation participants getting their problems resolved through this small effort - please be sure to spread the word that Adobe's team is engaged in the conversation and speaking directly to customers who are still struggling to find a way to get help.

    We're hoping genuinely that the company will press forward, stay communicative and proactive with the issues (fires) that get brought to their attention.

    Feel free to forward the link to the conversation:
    http://www.facebook.com/event.php?eid=123258472738&index=1

    Regards,
    Cindi

    cindi 9/10/09 8:38PM

  • I stopped wasting my time trying to contact customer service after 3 hours and 31 minutes. I took screen captures because I want my time back from Adobe. That is just absurd.

    commonwheel 9/10/09 2:42PM

  • http://www.adobe.com/aboutadobe/contact.html

    Finding the contact information was never a problem it's there in plain site.

    But contacting them is another story now a days.

    Because they upgraded there phone system, and now no one answers.

    Bubbles 9/10/09 1:18PM

  • Since my upgrade has not arrived, nor have I received any shipment info (which last week I was on hold for a total of 5 hours for 2 calls) I have now been on hold for 2 hours 45 minutes and counting... and yesterday i tried to reach them with no success... (total of 3 hours).. and don't bother emailing- they responded over a week later.

    NPV_designs 9/10/09 11:16AM

  • I was on hold yesterday for over 2 hours and again today for just under 3 hours! What is going on at Adobe customer service?????

    I submitted two questions. One was answered, sending me back to the telephone number that never answers and the other question wasn't answered.

    Anonymous 9/2/09 6:05PM

  • Been on hold for customer service for 1 hour 31 minutes and still waiting!

    Anonymous 8/31/09 4:54PM

  • OMG-i've been on hold for 1 hour 2 minutes and counting. Still no pick up! This is ridunkulous.

    NPV_designs 8/31/09 11:34AM

  • I don't understand why they make it so darn difficult to find the Adobe phone number. It seems they just want people to buyer their products and ignore them after that.

    Anonymous 8/31/09 8:46AM

  • I am sorry, but this is "ridiculous". We made a $200.00 purchase from Adobe yesterday, and we need help with the download. We attempted to call yesterday, and were put on hold for 25 mins...(we eventually hung up at 5pm). We tried again today, and the customer service kept us holding for 45 mins !!(with no resolution) We even tried the online tech support that's offered...unbelievable...they expect payment for helping (or not helping) after we purchased a product and are having a problem with it. Are you kidding me? This is horrible customer service.

    Anonymous 8/26/09 1:12PM

  • My hard drive failed, no recovery. I needed to reinstall and activate my Dreamweaver CS4 product so I called and was on hold for about an hour. I finally talked to someone who was very difficult to understand and she said she increased my number of copies and to give it a day and it should self register. I went on vacation after that so a week or so later I tried again today, same thing. I call and was on hold for 1 hour 22 minutes and finally hung up, called again and was told I needed to call 632-636-8451, I repeated it twice. Called it, not a valid number, now once again I am on hold for who knows how long. I paid for this product I really should be able to license and use it without so much hassle.

    bjrobins 8/17/09 1:15PM

  • Horrible is an understatement! I submitted the letter of destruction and transfer request forms on June 9th to the Adobe CS Portal & still have no resolution!!! I've spent DAYS on the phone talking to support reps (from India) who have no clue what they are talking about. Several times I was disconnected from them and had to start all over from the beginning. There is zero continuity between calls & worse yet, they don't even have access to the case filed on their own portal!!! They told me they could not access my pdf file submitted on their portal & that I need to resubmit! So once again they opened a new case & I am going to upload the exact file I sent 2 months ago! Frustration is max@@!!! I will tweet this too! If I could use other software I would, but Adobe has the market on design software!

    Anonymous 8/13/09 10:50AM

  • Adobe customer service is HORRIBLE! I've invested 85 minutes so far this morning, yielding only frustration and NO VIABLE SOLUTION!!! After waiting 25 minutes on hold (with quite possible the WORST HOLD MUSIC EVER...please dial this number if you don’t believe me: 1.800.833.6687), I finally got through to an actual human (routed to the wrong department) and was placed back in the hold queue for and additional 20 minutes. From here I was disconnected for no apparent reason and have been forced to start the process over. This time around, I reached a human in 9 minutes (improvement?....I think not) and explained my situation to yet another person who cannot or will not help me. I am, yet again, in hold hell...and quickly losing faith in a product line that I hold dear. WTF???

    TaraWujcik 8/7/09 10:37AM

  • I purchased a CS4 upgrade on the last day of a sale. It was after Support hours but well before midnight. The Website didn't reflect the sale price (a $200 difference), but I purchased it figuring I could get the refund with no problem.

    After 2 or 3 calls, they recognized the over-charge and agreed to the refund. That was four months and many phone calls ago!

    Finally, I got fed up and asked for a full refund. I faxed the Letter of Destruction as requested, and guess what? That refund hasn't been processed yet either.

    While Adobe products are generally good, their customer service is the worst I've ever experienced.

    Anonymous 8/6/09 11:15PM

  • Bought software in late Nov. I decided to return within 2 weeks. Called MacMall and got sent to Adobe. They told me how to do that and what to send. I did. Got promised check that, like the above, never arrived. Each time they ask me for something else but never even email me to say something is "missing." I've now tried four times, too.

    Bottom Line: I'll avoid buying anything from Adobe ever again.

    IAgree 7/27/09 10:40AM

  • We're currently involved in an ongoing 8 month hassle with Adobe over a simple refund. We have been promised a check three different times, all of which required us to wait about 2 months for our check to appear. This says nothing of the literal hours we have spent on hold waiting to get a person to "resolve" this.

    Each time we have been asked for a different bit of info, and we have complied with each request sending it email, fax, and postal service. They will not contact you if something is missing -- they just wait for you to call them after another 2 months has gone past adding another two mos. of interest charges to pay your credit card folks. Now they want a piece of paper we were never sent as a requirement to give us our money back.

    FYI -- once you hit the 90 day mark, the credit card company can no longer assist you in disputing the charge, a fact my credit card rep suggested Adobe is well aware of. They also know that unless you have purchased tons of things that add up to thousands, it can cost you more to seek legal advice and redress to get back YOUR money than the original amount!

    AS it's now been nearly eight MONTHS since the initial transaction, and we have escalated it to the BBB to see if they can get anywhere with them.

    Caveat Emptor!! Buyer BEWARE!!!

    anythingbutAdobe 7/27/09 10:36AM

  • Yeah - same experience here. I actually thought the first customer service rep would be able to help, but he seemed powerless to veer from his scripted answers. I'm now on hold waiting for my third person who is supposed to be a supervisor. We'll see.

    hein2020 7/7/09 3:47PM

  • I spoke to 4 Adobe reps out of India. Spend around 1.5 hours on the phone and, at the end, achieved nothing but a lecture on how to talk to Adobe's ignorant outsourced "support".
    As a rule, their representatives do not listen to what customer tells them. The issue has to be described 2-3 times (from my experience). Then they all keep on the phone until their resources are exhausted and they switch you to another inept worker...

    Dmitry 5/22/09 10:30AM

  • Adobe support is a wasteland of worthless phone call passing nit wits. I was passed around five different phone center employees from India, they all asked the same questions and none of them could help me. All I wanted was an eRecipt for the tec support service I was charged for on my credit card.

    Adobe products are good but the phone support for customer service is crap.

    Anonymous 3/16/09 11:09AM

  • Submit your comment >>
  • 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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