Adobe Customer Service is HORRIBLE!

See my other posts. You might want to file a compliant with the BBB in San Jose, CA. This problem needs to be heard by more people and groups who might be able get Adobe to respond.

Can't really add much more in the way of resolution but we've been having the same problem at my company since April (we're Adobe Customers since Photoshop v.3 btw) trying to do a platform switch. 8 calls to Adobe later, being switched back and forth between customer service and sales, being actually hung up on by a supervisor named Ian, faxing the destruction document twice -- after all that they still have our money and we have no software. And yes, I'm considering forwarding our multiple call case file/chronology to the state attorney general's office for registry of our complaint.

It took them a month of faffing about before they could even get to the point of processing my cross-platform upsell of Design Standard. Once they did process it, they had to raise three orders before one went through. Can you guess what happened?

They sent two copies of the same product and charged me twice, and then wanted me to pay to return it. Said no and had two senior customers agents promise to have UPS pick it up. Nearly three weeks later, no UPS pick-up.

Call to complain again today. Their solution? Fill out a letter of destruction and they'll refund. Bet I won't see my money for at least another month.

I've been with Adobe for years, but this experience has made me reconsider our relationship.

Since I posted complaints about the Adobe Customer Service on this Forum I thought it only fair to post that there was a resolution on the part of Adobe. I received a copy of MacOS version of PS CS4 in exchange for the Windows version was has since been deactivated and the SN invalidated.

Although I tried various ways to make the exchange, in the end I filed a complaint with the San Jose, CA - Better Business Bureau. They contacted Adobe and within 24 Adobe got back to me, reviewed the situation, and processed the exchange.

I have shared the details of my experience with the person I was in contact with at Adobe and it is my feeling that Adobe Corporate headquarters will make an effort to improve Customer Service.

I'm glad you're confident.

I filed with the Better Business Bureau 15 days ago. Adobe's only response so far? To close my issue AGAIN, and when I call, tell me that I have to call back in 72 hours to get an update.

Does anyone know how to file a complaint with the California Attorney General's office?

I have experienced the same type of problem, except my "plat swap" is with Adobe Photoshop Elements 6.0 -- moving from PC to MAC. I sent the LOD on May 29, 2009. Apparently they lost it and proclaimed they never received it. I sent it in by email AND hardcopy. To date, I have no product after destroying the PC version.

I resent the LOD a few times and I have been told, "it's been taken care of, you'll receive the product in 8-10 days." They've lied too many times to have me reconsider purchasing another Adobe product ever again. I'm finished with them for good.

Adobe has lost my respect and every chance I get, I will relay my horrible customer service experience to anybody that is considering purchasing Adobe products and that's willing to listen.

For photo post processing, I now use Picnik.com and absolutely love it. If I do not receive the Adobe product by next week, I will write the State's Attorney General by certified mail because I simply do not want other people to experience what I am going through. If by sharing my experience puts pressure on Adobe, by all means...I will follow through.

It's the principle of the matter now, not the product in question.

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!

I have solved it and today have installed CS4 Web premium on my PC!! I've changed from Mac. But I'm greyer and more frazzled than I was a month ago!!
I had had a month of promises but no action. Each time I managed to get through to their "customer service" I was told something would happen but nothing ever did. I don't know quite how I did it but last Friday, I threatened to contact the Better Business Bureau if I had not have reslolution by the end of that day. I nearly fell of my chair when I got a tracking ID form UPS that very day.
That of course wasn't the end of it. They couldn't make it that easy for me! Even though I had checked they had the correct address they managed sent it to an old address. Fortunately an old neighbour managed to intercept it!! Then it was an upgrade version from CS3 and wanted my CS3 serial number to install but I had never had a CS3 version!!
So it was on the phone again to "customer service" who after another hour of hanging on hold gave me a override serial number which made everything work.
So why do they make it so hard. Surely I could have downloaded the trail version and been given the serial number all in one day!
Anyway good luck to you all and whether it works or not, threaten going to BBB who I am pleased to note currently rate Adobe as F!
Cheers

Richard

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...

Regards,
Cindi

Sorry you guys are having troubles getting through the customer support. Feel free to send your contact info, case # (if any), and a short description of your issue to adbecare at adobe dot com (that's no typo - there's no 'o' in adbe) or to me directly (jtranber @t adobe .dot com and I'll get you in touch with someone who can help)

You can also find me on twitter: http://twitter.com/jtranber

Hi everyone, has your problem been taken care of yet? There are so many people waiting for solutions still that it is saddening. Adobe seems to have an interest in getting their customer service up to par - what is your experience? If you arent happy yet, try this group on Facebook where Adobe staff is working directly with customers who are seething with frustration: find it here Urging Adobe to improve poor service