Abysmal Adobe Customer Service
Aug 15, 2017 10:15:18 #
rpavich wrote:
No, this is a canned response because nobody was available at the moment. All companies do it. They know that impatient consumers DEMAND that someone get right back to them or they will pitch a hissy fit so they put out automated responses first, and then address as they can.
I think it is reasonable to DEMAND a response after a chat has been initiated. Let me be clear. The response that I received was the canned one above, PLUS A DISCONNECT. I had been on hold waiting for a chat for over two hours. Before I could even give a description of my problem (which I also had ready to go) I was given the above response and disconnected. After a 2+ hour wait.... Inexcusable customer service!
Aug 15, 2017 12:57:00 #
Aug 15, 2017 13:27:58 #
cthahn wrote:
There is something wrong somewhere, but it is difficult for anyone here to understand what the problem is. Try and solve a problem with big MS or Google. They all too big. Expect everything to be done on a computer, and if not, they could care less. All they want is to get bigger and make more money.
I don't know about Google, but I have not had any problems or issues with Microsoft customer support. I had to call them regarding an issue after updating to Windows 10. For some reason, when I upgraded from Win 7 Pro 64 bit, my Win 10 version became a 32bit Home version, and only 3.27GB of the 16GB of RAM was listed as usable. The first tech I spoke with at MS was very nice, gave me a link to a MS web page and told me what I needed to do. He said to follow all the instructions and prompts and that would fix my problems. Unfortunately it didn't, and I called back again. I got a different tech this time, gave him the case # that the first tech gave me, and this tech helped me fix the problem. Tech_2 stayed on the phone with me until the issue was resolved, which took about 2 hours to complete. I did have to download a file, burn it to a DVD, then we reinstalled Windows 10 on a new clean 512GB SSD that I had and which I decided to use. I kept the old HDD in that PC as a backup with all my data on it. Once done, my Windows 10 version was a 64bit Pro version with all 16GB RAM now usable.
Sure you can say I had to call back a second time to get it resolved, but point is, it was resolved to my satisfaction and everything is fine now. I may be lucky, but I have never had a problem with MS, Norton, or any others to this point. Yeah, I'm sure there are people that have not had issues resolved or are unhappy with how things have turned out when they have had problems. Overall, I think most big companies at least try to do a good job with customer service.
Aug 15, 2017 17:48:50 #
wthomson wrote:
Be forewarned; this is a vent--I'm not looking for... (show quote)
That and worst. Welcome to big corporates customer service that has no one to answer to and can do as they please. I believe if Adobe keeps down the path they are on, they are going to leave the window wide open for a competitor to take them off their high horse. We as customers are the only barrier between them and having them run rampid with abuse, extortion and no support at all.
Aug 15, 2017 21:28:32 #
SusanFromVermont wrote:
I agree that customer service in today's world lea... (show quote)
When it comes to customer service, we just roll the dice on the help on the other end. Some are good, seems to me like most are bad.
I get tired of asking questions that they simply cannot answer. Or the help up the line can't answer.
The computer I bought came with 2 hours of personal support. Just make an appt. and bring it in and they would have an "expert" help me with any problems I might have. One question had three guys working on it for nearly an hour! They never did get it figured out!
Marion
Aug 16, 2017 14:14:04 #
I needed to register LR5. Was told my Internet connection was bad. What??? Was told to register through adobe.com. After some searching I found an Indian guy in chat who was polite and who fixed the problem. Whole process required over TWO HOURS !!!!!
Aug 16, 2017 15:14:04 #
mdfenton wrote:
I needed to register LR5. Was told my Internet connection was bad. What??? Was told to register through adobe.com. After some searching I found an Indian guy in chat who was polite and who fixed the problem. Whole process required over TWO HOURS !!!!!
And I suppose that Adobe compensated you for wasting your time? They really should have; it's their mess!
Aug 17, 2017 07:35:13 #
Dun1
Loc: Atlanta, GA
I must alibi Adobe chat support for Adobe CC. Sometimes I have had a problem installing Adobe CC updates. Of course usual look to see if anyone else with like machine has or had a problem. I found it far easier to use the Adobe CC chat feature, using the share my screen option of remote is such a time saver. Now, having said that my next problem experience will probably the phone call or chat to Adobe from hell.
I agree Direct TV only wants to be a one way street now, meaning they can call you but if you want to talk to them you can search with any search engine, a compass and updated GPS and you will not find a phone number to call to talk to a real person. Of course the usual reason for calling this is so and so in a recorded line from Direct TV, because you are a loyal customer we are offering such and such package for three months<time may vary, free, we hope after the trial you will forget the charge appears on your statement. In the event you wish to cancel we wish you luck, even in the event you called to get the charge removed, and we had stated we would remove and issue you a credit for the error on our par.
I agree Direct TV only wants to be a one way street now, meaning they can call you but if you want to talk to them you can search with any search engine, a compass and updated GPS and you will not find a phone number to call to talk to a real person. Of course the usual reason for calling this is so and so in a recorded line from Direct TV, because you are a loyal customer we are offering such and such package for three months<time may vary, free, we hope after the trial you will forget the charge appears on your statement. In the event you wish to cancel we wish you luck, even in the event you called to get the charge removed, and we had stated we would remove and issue you a credit for the error on our par.
Aug 17, 2017 11:15:45 #
wthomson wrote:
There must be something unusual about your issue - otherwise we'd have more threads here with the word "adobe" in the subject than with the word "eclipse". You may need more than a minimum wage guy with a flowchart. Unfortunately, companies like Adobe aren't very well organized to deal with those situations.Is this what we can expect as we move into semi-monopolies in our economy?
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