Adobe

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I tried to install my CS5 Master Collection on a Sunday, didn't work and the tech support is not open. It is now Thursday with more than 14 hours of time directly on the phone with them and also waiting for calls back from the elevated tech support. After three requests (different days) and promises that I would be called back in 1/2 - 1 hour, I call them back each day after waiting 4 - 5 hours after my call. Is there a problem? Sure is! Am I frustrated? Yes! My software doesn't work and resolution still is in the distance.. . . . .(Kind of makes 1 - 2 hour waits by other people in this forum a little trivial in comparison.)

Frustrated Adobe Customer 8/5/10 11:52AM

This is yet another large corporation who having bought the world believes they can treat their customers any way they want to. I have contacted them with three separate issues in as many days and still don't have any of them resolved. I am tired of wasting my time talking to people with minimal knowleged and even less autonomy / authority. Adobe - I will do the best I can to avoid purchasing your products!!!

Anonymous 7/25/10 1:05PM

Adobe's customer service is one of the most ridiculous experiences I have had in a long time. I am super patient and rarely complain. To give you an idea of how bad it was, I almost blew a gasket. I was sent to 8+ people over two hour plus calls. Each person was like hitting the reset button on my problem as I have to reexplain the situation. I bought a volume license for 10 machines (thousands of dollars). Once that was known I was treated like steerage on the Titanic (while sinking). They told me I must buy a contract for $40 per question from an outside vendor. Funny thing... I was willing to pay! I just wanted help, and knew they had me by the balls. So what do you do? They would not even take my money for help. So, hours wasted and zero headway. Not like i can vote by purchasing other software. They get you no matter how bad they are.

Anonymous 6/28/10 9:16PM

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

I am a new customer to one of Adobe's products. I received a purchase order receipt from my company's purchasing agent with a link to download my newly purchased software. I was unable to log on to the site for the license as I am a new customer and the site will only accept established customers. I called customer service and gave up hope after staying on hold for 45 minutes. This customer service is horrible. If Adobe made a living from its customer service they would be, and should be, out of business!!!

Anonymous 3/18/10 12:25PM

"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

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

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

Frustrated Customer 9/16/09 2:48PM