Adobe Flash Customer Service Survey

I almost never waste time completing surveys from a biz re CS but decided to complete a survey today re Adobe Flash only to discover that the survey did not work. When I checked "Other" and tried to enter a comment, it wouldn't allow me to proceed nor did it give any error msg. I then tried to send Adobe a msg letting them know about it and ended up in this forum. No wonder there are so many problems with their products. The person who created the survey probably works on their products too. Fool me once.....

Anish*Adobe wrote:
Hi sebasvideo,
I have sent a private message to you with the details regarding the serial numbers and the login credentials.
^Ani
I received a notification about a private message in one of my email accounts, but the link I click on says there's nothing.

Similar Messages

Adobe's customer service is non-existent

Sometime last year Adobe's systems were hacked, logins and passwords were stolen along with credit card numbers. My only CC on file with Adobe had expired so I didn't have any bogus charges, but my personal information had all been changed. My name, my address, city, everything. Also, my registered products disappeared. I had CS4, CS5.5 and CS6, as well as Lightroom 4, all gone. So my guess is that some crook took my serial numbers and now somebody else is using my license.
So far I haven't had problems installing the software, last time I did was after the hack, but there's a possibility that some day I will have to install these products and I can't because Adobe flagged my serials as pirated. So that would force me to be on the phone for half while they put me on hold ten times (in my experience with Adobe's customer service that's not out of the question) and have to take pictures of the packaging of my products to verify that the software is really mine.
To add insult to injury, several months ago I posted this same thing in these forums, and someone from Adobe's staff told me to send them a PM with my information and that he was going to put my registered products back in my account. I rarely log into my Adobe account, but today I did, and under registered products I still have nothing listed.
So fat chance I'll ever upgrade to Creative Cloud when their servers are so vulnerable, and their customer service so bad. Imagine that I'm using CC, then my account gets hacked and suddenly it shows that I don't have CC anymore. So the next time I try to use Premiere it doesn't open because it checks with the licensing server and it says that I don't have a license.
Every forum I go I read people completely dissatisfied with Adobe, and based on my experience it's not hard to see why.

Anish*Adobe wrote:
Hi sebasvideo,
I have sent a private message to you with the details regarding the serial numbers and the login credentials.
^Ani
I received a notification about a private message in one of my email accounts, but the link I click on says there's nothing.

Why is the adobe acrobat customer service so bad?

Why is the adobe acrobat customer service so bad? They dont even have a phone number. I tried waiting on chat and tried logging in 3-4 times but no response at all. I want to cancel a yearly subscription and they said, there is no penalty if cancelled with in first 30 days but no body is responding at all. Sheer waste of time. Is this how Adobe support also works

Hi ,
I am extremely sorry that you have had a bad experience in the past .Here is the link to connect with the Adobe support team .Please refer the same so that your issue gets addressed fixed quickly .
We would not be happy with your decision of cancellation of your Acrobat subscription .
However if you have decided so ,here is the link to connect with them.
http://helpx.adobe.com/x-productkb/global/service-b.html
Regards
Sukrit Dhingra

What happened to the Customer Service Survey???

I'm an Elite Rewards member (a.k.a. buy a lot of stuff at Best Buy). Recently I've been told numerous times that the reason I no longer get codes on my receipt to do a customer service survey is that Best Buy has changed to a system where you will email me a link for the survey. WRONG. You have all my contact info, the purchases show up in my rewards profile, but I have NEVER received and email for the survey. I know that these surveys are important to your staff. Either fix the system (you could put a survey link on the rewards page that we could enter with the customer service code for each purchase) or go back to the old way of having codes on the receipt. The current system is not helping you identify and retain your best employees. I want the best people there to help me when I spend my bucks at Best Buy. Without good people in the stores, we might as well order from Amazon.

Outsourcing, no training, poor resources and emulators, confusing plans, deals, and promotions.

Fed up with Adobe's customer service

I have to say that Adobe takes the cake as the most inept company in the US, along with AT&T. I filed my application for the free upgrade from CS5.5 in early May, right away they asked me for the invoice, even though I had sent them PDFs of the order confirmation, and shipping confirmation which had all the information they needed, but OK, I went to my account on B&H and downloaded the invoice on PDF and sent that to Adobe. Several weeks went by and no news. In late May I sent them an inquiry through the open case they had opened for me, and they replied that they were working on it. Several days later I called, but their phone menu system is obviously designed to wear people out and get nowhere, so I started a chat online with one of their "agents". This was two Saturdays ago.
As usual I was greeted with a lot of fake politeness that those poor Indian guys are forced to shower the customer with to the point of making you sick, and the guy, after requesting my information told me that my upgrade had been approved and I was going to have it ready within 24 hours. 72 hours later and still no email or any news, so I started another chat, and this guy told me that he approved my order and that it was going to be ready again in 24 hours. Two days later, still no order link, and they close the case saying that the order had been closed and that "The order is currently processing and the download will be available in your Adobe account in 24-48 hours."
Well, two days later still no order, so again another frustrating chat session with another very polite Indian guy (I don't mean that in a demeaning way, since I like Indian people very much), who again told me that my order was going to be ready in 24 hours.
Yesterday after work, still no order, so another pointless chat session with lots of apologizing and condescending and the assurance that he was going to "escalate" this to a superior.
Absolutely fed up I called their number to see if I could -very naively of me, I admit- reach someone at their headquarters that could actually give me my serial number and download link.
After talking and being placed on hold by another guy in India, and adding another 20 minutes of wasted time to the already over two hours I wasted on chat sessions, the guy came back to tell me that he was going to investigate further and call me back, which he never did.
Today, well over a month after I submitted all the requested paperwork, and weeks after most people are happily using Adobe CS6, I'm still waiting for the upgrade I was promised.
The only other time I had to deal with such an extreme level of ineptitude was a year ago with AT&T. Different products, but same terrible customer service, and the obvious realization that these are really chaotic companies where the different departments don't communicate at all with each other, or do so very poorly. I don't blame those poor Indian guys that are probably overworked and underpaid, I blame the American executives that outsource their support to other countries, force them to be unbearably polite to where they actually waste a lot of your time saying "thank you", "I apologize" and repeating what you tell them a million times, and basically read from a script.
In other words, I'm really fed up with Adobe. I understand the fact that they have a lot of these upgrades to process and that takes time. But I'm fed up with their reps telling me that my upgrade is going to be ready in 24 hrs and ten days later it's not, and they keep telling me that over and over. That's just plain bad customer service.

I don't know why the Adobe forums suddenly asked me to sign up for the forum again, even though my registered address with them remain the same, but I mention it so you know I'm the OP.
Just a day after I posted this I had a great customer service experience from a Tier 3 manager, so I want to mention it as well. On Wednesday on my way home from work I called the Adobe headquarters in California (you can google the number easily) and I explained my problem to the woman that answered the phone, so she transferred me to a guy that she said was overseas but was a manager that would help me. I thought to myself, here we go again. After explaining my case to this manager, a very nice guy called Gautam Garg, he asked me to give him 24 hours so he could check on my case, and that he was going to call me back at the same time the next day. I told him that he was telling me the same thing all these other reps had told me before, to give them 24 hours and one of them even told me he was going to call me back and never did. Gautam told me that this was different, that he was going to send me an email right away to prove it and work on my case. I thought to myself, yeah right, like this guy is going to call me back.
Less than an hour later, he calls me back at my home number and tells me that the problem seemed to be that my address was in Kenya. The street address, state and zip code were the real ones, but the country showed as Kenya instead of the USA. I told him it was obviously a glitch in their system. So he told me that instead of the download, he was going to send me the boxed product. I still had my doubts it was going to happen, but I told him I would much rather have the boxed product than the download, so I thanked him for it.
Having seen the previous bureaucracy at Adobe I figured it would take me a couple of weeks to get that box, but still I was happy I was getting the box instead of the download, so I decided to wait. But not even a day after I talked to Gautam, I got an email from Adobe saying that my CS6 had shipped already, using Fedex overnight and gave me a tracking number.
On Friday I came home from work and my CS6 box was already here. I sent an email to Gautam to thank him and I told him that he should get a big raise along with a promotion, because I talked to all those other people using open cases, chat and one phone call before him, and none of those ten people or so did enough to solve my problem, while he went into the system and checked what was wrong with my order and solved me problem in less than an hour. I don't know if the other people that worked on my case were incredibly negligent, but maybe they're not, maybe the support methodology Adobe has for their customer service centers is what's really negligent. Perhaps what Gautam was able to do in less than an hour, all the other people didn't have access to. I don't have a way to know that, but it can't be possible that I have to waste so much time to get the free upgrade I had requested over a month earlier. Still, I'm happy that out of this I got the box instead of the download, so at the end I'm happy with their customer service, but they have to go a long way to make it better so people don't have to go through lots of chats and phone calls to get what they need.
Sebastian

Cannot activate CS5.5 - internet connection error with Adobe servers + customer service non-existent

Just purchased CS5.5 and it works fine however I am not able to activate it. The program says I don't have an internet connection but I clearly do I as I am able to connect to all websites & email etc...
I have tried to contact customer support 6 times:
Contact 1: on hold for 1 hour and 20 minutes after which I was disconnected
Contact 2: on hold for 35 minutes then told it was out of business hours
Contact 3: on hold for 45 minutes then someone picked up the phone and then hung up on me
Contact 4: on hold for 15 minutes then someone hung up on me
Contact 5: on hold for 5 minutes then someone spoke with me and told me to delete a "host" file in Windows32 folder on our system. This didn't fix the problem and then the support person simply hung up on me...
Contact 6: currently on hold for 55 minutes and still waiting...
What is happening at ADOBE? You used to be so reliable now I am not even able to get through to support? It is very worrying... I have no options available any more... what do I do?
PLEASE HELP PLEASE PLEASE PLEASE PLEASE I AM NOW PLEADING FOR SUPPORT!
Richard

Greetings everyone,
I started this thread. Since the thread was posted, my activation issue has dissappeared - HOW I do NOT know. As a last desparate attempt, I uninstalled Norton 360 completely and this might have helped, however I am not sure. Doing the "ping" of activate.adobe.com still doesn't work even with Norton 360 uninstalled and all firewalls switched off. It is very strange that I am not able to ping activate.adobe.com and get a 404 error on https://activate.adobe.com/test but my issue is resolved... strange this seems still to be unresolved.
In fact, I tested that URL and the Ping from over 8 different internet locations within Sydney (friends homes, offices, internet cafe etc) and NONE were successful. How does THAT make it a USER problem when NO ONE can access it???
An Adobe rep contacted me directly by email and supported me directly, which was fantastic, but didn't actually help as all the support he provided was exactly the same as what I had done with other support by phone at least 5 times with no success.
I organised a very skilled computer tech to assist me with my issue and he did everything he could to try and open ports and gain access for the activation but after 6 hours of trying his conclusion was "Adobe is having the issues, not the users".
This seems to be a big problem with Adobe at the moment and should not be.
To Adobe:
I remind and highlight your responsibilities as a service/product provider, under the ACCC law:
http://www.accc.gov.au/content/index.phtml/itemId/961908
As a customer:
"If a service fails to meet a consumer guarantee, you may be entitled to a remedy—either fixing the problem with the services, a refund or compensation for any drop in value from the original price paid—depending on the circumstances."
Amongst other information within that page, I bring your attention to the fact that this issue your users are experiencing would be considered a "Major failure":
There is a major failure when (as the customer):
"you would not have engaged the service if you had known the nature and extent of the problem."
"the service does not meet the reasonable expectations for that type of service, and the problem cannot be rectified within a reasonable time."
and lastly, who is to fix the problem:
"The guarantees are made by the person or business that is providing the service. This means the service provider is responsible for fixing a problem when the service does not meet a consumer guarantee."
The runarounds Adobe is creating for customer, and hours of "on-hold" resulting in little or no customer service, is simply unacceptable and, in fact, a breach of your responsibilities and the law. Adobe... you seem to forget that our businesses or services rely heavily on your software to learn, teach, conduct business or whatever it may be. Our time is precious and the hours wasted to fix issues that shouldn't be there in the first place cost us a non-trivial amount.
Although my issues have been resolved, I am still nervous as it may happen again - I have received no indication of any rectifications of the issue and it appears it is still a major failure with other customers, meaning it could happen to me again at any time.
I would, and so would the rest of the people with these issues, like to know what your steps are, at a higher management level, to fix it and make sure it does not happen any more.
I highly recommend that you escalate these issues as a matter of priority and get your best people onto it urgently.
In the hope of a positive outcome,
Richard
A frustrated customer

Adobe your customer service for DPS is beyond atrocious.

Can you please help me understand why when I call your customer service regarding pricing and digital publishing suite that not a single soul in that building knows anything about the products within the company they work. This is absolutely ridiculous.
Ever since the "new pricing" took effect... we have still been getting billed the old rate. We have been trying to get this rectified with someone at Adobe but of course you make it impossible to actually speak to anyone in North America.
We have an invoice number, a purchase order number, contract number, customer number, bill to number...
all these numbers but yet... no phone number to actually speak to someone to answer questions regarding billing. There is not even a phone number on the invoice you send me.
you should be ashamed.

We would love to help you figure this out - can you please send us your contact or account information? In the meantime, you can get additional information about pricing here:
http://www.adobe.com/products/digital-publishing-suite-enterprise/faq.html

Adobe Captivate Customer Understanding Survey

Hi everyone,
We are conducting a survey to learn more about how eLearning
content is created. We also wish to understand more about the use
of Adobe Captivate.
We have put together a simple survey that should take no more
than a few minutes of your time. In exchange for your
participation, you may win a copy of Adobe Creative Suite 3 Web
Premium software or one of four American Express gift cards valued
at $100.
Click
here for terms and conditions.
If you are interested, click on the link below to take our
survey. Be sure to enter your email address at the end to register
for the prize drawing.
Click
here to take the survey.
We appreciate your help with this study and your use of Adobe
products.
Regards,
Shreeram M V
Product Manager

You people are a piece of work. The Product Manager - the guy
who can make things happen - asks for input (from all) and offers
rewards to a specific target audience, and you have nothing better
to do than whine and pout.
Moderskeppet, Shreeram was nice enough to include specifics
about their target audience for this specific survey. It's too bad
that it didn't include whereever you live, but the world isn't fair
sometimes - get over it. Shreeram's great crime is that he is a
nice guy doing his job. Sheesh!
Ann Ray, there is nothing irksome about it if you are being
reasonable in your perceptions. Two weeks is plenty of time to read
the post and fill in a short survey. For those who did take the
time and trouble to do so, they can say they honestly contributed
to the development of the product instead of complaining about how
little time was allowed. The survey monkey has been open to other
specific groups, but this group - forum users - got a few days MORE
notice than others.
brian_rogers, the survey had to do with how you use Captivate
- what you create with it,
not whether it is Vista compatible. We all know that
Captivate 2 has issues and who would expect anything else since it
pre-dated Vista by a considerable time. But compatibility with
Vista has been a key concern during the past 6 months of
beta-testing Captivate
3 ... it is a primary consideration for the next release.
Regards your "
no competition - yet" comment, you are very, very wrong but
it is not our job to point out who, what, or where the competition
might be.
I can't get over the idea that you were offered a chance to
really
participate
in the future of a product line, and the best you can do is
demean yourselves with childish comments and complaints that the
"prizes" aren't enough - or good enough.
One of these days I'm going to say what's really on my mind,
but for now, those comments will have to do.
.

Adobe Captivate Customer Understanding Survey - Closed

Hi everyone,
We are conducting a survey to learn more about how eLearning
content is created. We also wish to understand more about the use
of Adobe Captivate.
We have put together a simple survey that should take no more
than a few minutes of your time. In exchange for your
participation, you may win a copy of Adobe Creative Suite 3 Web
Premium software or one of four American Express gift cards valued
at $100.
Click
here for terms and conditions.
If you are interested, click on the link below to take our
survey. Be sure to enter your email address at the end to register
for the prize drawing.
Click
here to take the survey.
We appreciate your help with this study and your use of Adobe
products.
Regards,
Shreeram M V
Product Manager

You people are a piece of work. The Product Manager - the guy
who can make things happen - asks for input (from all) and offers
rewards to a specific target audience, and you have nothing better
to do than whine and pout.
Moderskeppet, Shreeram was nice enough to include specifics
about their target audience for this specific survey. It's too bad
that it didn't include whereever you live, but the world isn't fair
sometimes - get over it. Shreeram's great crime is that he is a
nice guy doing his job. Sheesh!
Ann Ray, there is nothing irksome about it if you are being
reasonable in your perceptions. Two weeks is plenty of time to read
the post and fill in a short survey. For those who did take the
time and trouble to do so, they can say they honestly contributed
to the development of the product instead of complaining about how
little time was allowed. The survey monkey has been open to other
specific groups, but this group - forum users - got a few days MORE
notice than others.
brian_rogers, the survey had to do with how you use Captivate
- what you create with it,
not whether it is Vista compatible. We all know that
Captivate 2 has issues and who would expect anything else since it
pre-dated Vista by a considerable time. But compatibility with
Vista has been a key concern during the past 6 months of
beta-testing Captivate
3 ... it is a primary consideration for the next release.
Regards your "
no competition - yet" comment, you are very, very wrong but
it is not our job to point out who, what, or where the competition
might be.
I can't get over the idea that you were offered a chance to
really
participate
in the future of a product line, and the best you can do is
demean yourselves with childish comments and complaints that the
"prizes" aren't enough - or good enough.
One of these days I'm going to say what's really on my mind,
but for now, those comments will have to do.
.

Adobe Customer Service Complaint (CS4 Master Collection)

Hi, I'm new to the forum but I have been browsing it a lot recently in reference to an ongoing issue of mine. I've largely given up on my original problem right now as I've been in touch with Adobe Customer Support no fewer than five times - online and over the phone - to little avail or respite. Instead, I'm making this post just to get it out in the open how DISGUSTED I am with the quality of customer support offered by Adobe and add to the HOARD of complaints already up here.
Before anyone jumps in and tells me what I already know, I do realise that this is a community forum and it's not a place for voicing issues with the company. However, seeing as this forum is that which comes up on google most predominantly (complaints included), I figured it was the best shout at getting my issue heard by the world at large. This is especially seeing as I've already sent my complaint to the 'official' adobe support email address, but given my current faith in their ability to respond to customer issues and complaints, I'm not exactly expecting anything useful in response to my letter - as you might figure from what I have written below.
Anyway, as such, consider this post either a consolidation or an emphatic shoutout to anyone who also has major grievances with Adobe's pathetic and totally unsupportive support system.
Dear Sandesh,
I am writing to make a formal complaint about the way in which several members of your staff have handled a case of mine recently. For your reference, the case numbers opened by your staff members are #0212480723, #0212621543 and #0212612935. Also, find attached at the bottom of this letter two separate online conversations that I had with your staff members within 24 hours. I am frustrated to even have to quote you three separate case files seeing as each of them relate to only one case, yet for some reason, your staff members opted to open new cases each time I was in contact with them rather than add to or resolve the cases already opened on my behalf. This is a ridiculous way to run a support company that is not at all focused on the customer at all.
Furthermore, I say staff “members” simply because on the 5 separate instances that I was in contact with Adobe Customer Support, I spoke to a new support administrator each time. Not only is this incredibly frustrating in itself, but the simple issue that none of your staff members seemed at all capable of referring to notes made by previous staff members, which meant that each and every time I had to chase my case up I was forced to go through the entire process of explaining the problem to every person I spoke to – either online or on the phone.
This meant that I had to waste time to accommodate your staff’s incompetence by continuously explaining my serial number problems. If only ONE of your staff members had proved capable of writing decent, comprehensive notes about my calls and only ONE of them had proved capable to read the notes made then I would have been to save HOURS of my own time and HOURS waiting to hear back from your team about my issue.
Not only this, but on three separate occasions I was promised a call back and/or email response to my problems within 24 hours of getting in touch with Adobe Customer Support. This was after two of your staff members told me that my case had been ‘escalated’ to a higher department as they did not have the means to deal with and investigate my problem correctly. Needless to say, none of these responses from the higher department actually occurred otherwise I would not have had to get in touch repeatedly. I am absolutely disgusted that multiple members of your staff made these assurances to me and for NOT A SINGLE ONE of them to follow through. On the second occasion where I was assured my case had been escalated to the higher department, I repeatedly asked the support administrator what the name of the higher department is and who my contact from the department would be and the administrator totally evaded my questions, simply telling me that I would hear back within 24 hours.
As I’m sure you can guess, I did NOT hear back in 24 hours. As such, I went onto Adobe Live Support again and spoke to Nakul. Rather than explaining why my case had not been handled in the way that was promised, Nakul simply dodged all of my questions and decided to treat my case as if it were brand new. As such, I had to go through the motions again of explaining my serial number problems, only for him to ignore them and – unlike the previous 4 people I had spoken to – decide that he DID, in fact, have the answer. Rather than actually help me, however, he opted to simply tell me that my product was unsupported because of where I bought my product from.
Having already uploaded my receipt of purchase and not received anything from Adobe by way of response, I feel that Nakul’s not-so-solution was beyond unacceptable. Firstly, because if Nakul is right, then WHY weren’t your other staff members capable of telling me this beforehand? Secondly, because if Nakul is wrong – as the previous members of staff would have led me believe – then it is totally inappropriate for him to have to completely dodged my original issue in favour of simplifying it by telling me he couldn’t do anything. In the end, it seems that Nakul has opted to ‘withdraw’ all of my cases DESPITE MY SPECIFIC, REPEATED REQUESTS THAT HE DID NOT DO SO as I was not at all satisfied in the way he had concluded my case. I AM INFURIATED AND INSULTED BY THIS.
The sheer inconsistency, incompetence and laziness displayed by all of your staff members in relation to my issue is COMPLETELY APPALLING. I have never been so stressed or insulted in attempting to get a problem resolved in my entire life. Because of your DISGUSTING way of treating your customers, I have LOST OVER A MONTH’S work time through having to compensate entirely for the way your team handles problems. EVEN NOW, MY PROBLEM IS NOT RESOLVED AND I HAVE HAD TO GIVE UP. Given that your team solely deals in customer support, I FAIL to see how they can be so APPALLING at their work and how they have not been reprimanded already – especially given the quite ASTOUNDING volume of complaints about Adobe Customer Support already published throughout the internet.
I have included my last conversation with Nakul for your reference to see my level of frustration in this conversation. I ask that you read it to see where I am coming from. Naturally, however, by this stage, however reasonable courteous I feel that this is, I completely do not expect you to offer me anything by way of apology or assurance, or even to offer me some kind of sound solution to my problem. However, you can guarantee that I will be adding this complaint letter to the Adobe community forums whatever your response – or not – just to emphasise that it is certainly time that SOMEONE in Adobe does SOMETHING about the way its horrific support service is run.
Charlotte
Conversation 1
Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
While you wait, you can try our community forums where experts are online 24/7.
You are now chatting with Biswaranjan. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
Charlotte : Hello
Biswaranjan: Hello! Welcome to Adobe Customer Service.
Biswaranjan: Hi Charlotte.
Charlotte : Hi, thanks
Biswaranjan: I am sorry for the delay.
Charlotte : That's fine. To save some time, please may I ask you to refer to the details currently held for case 212480723
Charlotte : As this support request is a continuation of this case
Biswaranjan: I will definitely help with this issue.
Biswaranjan: Please allow me 2-3 minutes while I check the case number for you.
Charlotte : No problem
Biswaranjan: Thank you.
Charlotte : Not a problem. In short, I am contacting you because in spite of my phoning Adobe Customer Support twice since the case was opened, I have yet to hear anything in response.
Charlotte : This is despite being told by the second individual that the priority of my case had been upgraded to a high level and that I would receive a phone call from the technical support team within 24-48 hours after they had done some investigation into my issue.
Charlotte : Obviously, this is very frustrating for me as it is impeding my work presently.
Charlotte : I am currently using Adobe CS4 Master Collection on a trial basis and the trial will shortly run out, which will obviously bring my work to a halt.
Charlotte : As such, I am very keen to get an answer to my issue and incredibly disappointed by Adobe Customer Support so far, as I feel like I am being misled or ignored.
Biswaranjan: I apologize for the inconvenience caused.
Charlotte : Thank you. Obviously I understand that this is not your fault personally, but it is appreciated nonetheless.
Charlotte : More importantly, of course, I just need this issue resolved ASAP
Biswaranjan: I'll be right with you.
Biswaranjan: Thank you for waiting. One moment please.
Charlotte : That's fine.
Biswaranjan: Sorry for the wait. Please do stay online.
Biswaranjan: Thank you for staying online.
Biswaranjan: I checked and see that the serial number you have provided is invalid. Since you have purchased the product from eBay.com, in this case I will suggest you to please contact the reseller to get the valid serial number.
Charlotte : I have done this already. I have already spoken with the seller at considerable length, and he has provided me with the original receipt of purchase and confirmed that he has no other serial number available.
Charlotte : Again, I have already told other members of Adobe's Customer Support this. The first support administrator assured me that by providing the original receipt of purchase (which I have already done), I would be sent a new, valid serial number by Adobe.
Charlotte : After hearing nothing from them again, the second support administrator told me that he would chase the case up to higher technicians/'investigators' who would get back to me in 24-48 hours. This was last week and I have yet to hear anything.
Biswaranjan: I'll be right with you.
Biswaranjan: Thank you for waiting. One moment please.
Biswaranjan: Sorry for the wait. Please do stay online.
Charlotte : That's not a problem. I will stay online.
Biswaranjan: Thank you for staying online.
Biswaranjan: In this case I need to escalate the issue to the higher department so that they can assist you with the issue. Is that okay with you?
Charlotte : It is okay with me, yes. However, I have already been promised this by another Customer Support advisor and I have yet to hear anything. As such, I'm sure you will understand that I am sceptical that this will resolve anything/
Charlotte : As such, I would appreciate some contact details for this department/higher advisor in the event that I need to get in touch with them
Biswaranjan: I will assure that you will get the resolution with 24 hours.
Charlotte : Okay. Regardless, please could you tell me the name of this higher department and or the advisor that I will be dealing with? Also, will I hear from them via phone or email?
Biswaranjan: Once I escalate the issue you will get the resolution via an email within 24 hours.
Charlotte : Very well. Please could you confirm this for me by updating my case file on the Adobe Support Centre accordingly with all of these details
Charlotte : Including your own details, that is
Charlotte : Just for reference for who I have spoken to about this
Biswaranjan: You will get a case number for this conversation.
Charlotte : Will this include all the information I have asked for?
Biswaranjan: You will also get the whole chat conversation.
Charlotte : Thank you very much. This is very much appreciated.
Biswaranjan: You are welcome.
Biswaranjan: Is there anything else I can help you with?
Charlotte : In which case, if in the event that I have not heard anything by 10:
Charlotte : 30am GMT tomorrow, I will phone Adobe Customer support directly
Charlotte : And quote this case number and conversation
Charlotte : No, that will be all for today, thank you very much for your help
Charlotte : I look forward to hearing a response from your higher department
Biswaranjan: It was pleasure assisting you.
Biswaranjan: You may receive an email that will contain a link to complete an optional survey to provide your feedback on the support experience. Your feedback is very much appreciated.
Biswaranjan: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
Charlotte : Thank you. Good bye
This chat session has ended.
Thank you for contacting Adobe.
Conversation 2
info: Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
While you wait, you can try our community forums where experts are online 24/7.
info: You are now chatting with Nakul. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
Nakul: Hello! Welcome to Adobe Customer Service.
Charlotte : Hello Nakul
Nakul: Hello Charlotte
Charlotte : Please may I ask you to refer to the cases numbered stated
Nakul: Let me check on that case.
Charlotte : CaseS. Plural.
Nakul: Thank you for waiting. One moment please.
Nakul: I'll be right with you.
Charlotte : Right, well. Whilst you're investigating, I will tell you my situation.
Charlotte : I am incredibly disappointed and infuriated with Adobe Customer Service at the moment. One TWO SEPARATE OCCASSIONS I have been told that my case has been escalated to a mythical 'higher department' and that I will receive a response to my serial number issues within 24 hours
Charlotte : As you will see, my first case was opened at the end of February and it is still marked as 'Pending Adobe Response' and as of yet I have yet to hear anything of substance
Charlotte : I will state clearly right now that I DO NOT WANT YOU TO CLOSE EITHER CASE
Nakul: I understand.
Nakul: May I know where did you purchased the product?
Charlotte : And instead, I would like to know the exact NAME of this higher department and a contact number
Charlotte : You would be able to find out by checking the receipt attached to my case
Charlotte : The point is that I already know you will not be able to help me with this issue - hence why my cases have been escalated by the higher department - and so I wish to be put in touch with the higher department immediately
Charlotte : I am FED UP of running around in circles at this level and answering the same questions REPEATEDLY
Charlotte : I apologise to hit out at you personally like this, but I just want to get in touch with someone who can actually and actively HELP ME instead of making empty promises
Nakul: Sorry for the wait. Please do stay online.
Nakul: I checked and see that you have purchased the product from eBay and reseller who has sold this has purchased the serial number from TOPPER GLOBAL LIQUIDATORS INTERNATIONAL.
Charlotte : You are correct
Nakul: In this case you need to contact Ebay. As this was not direct purchase from authorized reseller.
Charlotte : This is not what I have been told before
Charlotte : This includes what I have been told by other Adobe customer support agents on Live Chat and over the phone
Nakul: No I am sorry, there was little confusion about point of purchase. As you have purchased from Ebay to need to contact Ebay if not the reseller from whom you have purchased.
Nakul: Iam sorry there are no other options.
Charlotte : And is the result of the investigation by the 'higher department'
Charlotte : Because if so, I want to know exactly WHY I have not received this already in writing from a named agent from Adobe
Charlotte : As this is what I was promised
Nakul: Yes, that is correct.
Charlotte : Forgive me if I do not trust the conclusions made by an agent at this level, after I have already been fobbed off and mislead by so many others
Charlotte : Please tell me WHY I have not received this in writing then before having to contact you again now
Charlotte : And may I just take the opportunity to point out that Adobe's customer service is without question THE WORST customer service I have ever had the mispleasure of having to endure
Nakul: I am really sorry, I truly understand your concern. You can send us the email to [email protected].
Charlotte : I will certainly do that
Charlotte : In the meantime, I request that you DO NOT CLOSE OR DELETE EITHER OF MY CASES
Charlotte : As I am firmly dissatisfied and mistrusting to the conclusion that you would have me believe
Nakul: Okay I will not close the case. You can mention the case number in the email also.
Charlotte : I have all of my previous conversations with adobe customer service agents in the past in writing, and the information you have given me directly contradicts what I have previously been told about investigations and responses
Charlotte : Furthermore I would like to point out that the serial number I have used to activate my product has come from an adobe sealed product
Charlotte : It has not been used before
Charlotte : And neither has it been fabricated
Charlotte : The box has an adobe barcode and seal and so I see no reason why Adobe cannot fulfill the promise already made to me that it would provide me with a valid serail number or a valid reason why this cannot be done
Charlotte Cartner: But regardless, I do not wish to discuss this with someone at this level
Nakul: I am sorry, as because the purchase was from Ebay we are not able to help in this issue.
Nakul: We do not support for the Ebay purchase products.
Charlotte : It's not an ebay product. It's an AUTHENTIC ADOBE PRODUCT
Charlotte : Adobe generated the serial number, so why on earth can the company not CORRECT IT
Charlotte : The serial number was ACCEPTED upon my initial activation of the product!
Charlotte : It was only AFTERWARDS that it was suddenly and magically decided that the serial number wasn't valid!
Nakul: I'll be right with you.
Nakul: I am sorry, In this chat itself you have mentioned that you have purchased from Ebay and hence you need to check with the point of purchase itself, there are no other options.
Charlotte : I have checked the point of purchase
Charlotte : But the bloody point is that the serial number was ACCEPTED, and then the activation server came back to me TWO DAYS LATER and said that 'LICENSING FOR THIS PRODUCT HAS EXPIRED'
Charlotte : Accordingly, this problem has LITERALLY NOTHING TO DO WITH THE POINT OF PURCHASE
Charlotte : It has to do with ADOBE
Charlotte : Do not try and rub me off onto some phony excuses to legitimise your support teams pure, ridiculous incompetence
Nakul: I am really sorry. I checked all the possibilities, there are no other options.
Charlotte : Somehow, I fail to believe this as again it DIRECTLY CONTRADICTS INFORMATION GIVEN TO ME BY OTHER CUSTOMER SUPPORT AGENTS
Charlotte : So which one should I believe? You or the first guy I spoke to, the second guy I spoke to, or the third?
Charlotte : Forgive me if I am dubious as to the validity of any claim you are making
Charlotte : You've taken the easiest conclusion to resolve this problem to your convenience
Charlotte : And by way of fact, you're totally ignoring what I'm telling you
Nakul: I am sorry for the wrong information provided by earlier agents. We do not support for the eBay orders as it is not an authorized reseller to Adobe.
Charlotte : Well, in which case, I insist on complaining about the other agents
Charlotte : I believe their names and or agent ID numbers should be marked in my case files
Nakul: Sure, you can send a complaint to [email protected].
Charlotte : I see no reason why my problem should have to be dragged out by FALSE INFORMATION provided by other agents
Charlotte : And NO. I want YOU to put me in touch with your departmental supervisor or manager
Nakul: I truly understand.
Charlotte : I will NOT ACCEPT a generic email address that bears no promise of a response or certified apology for all this aggrevating inconveneince
Charlotte : I want a NAME, a JOB TITLE, a PERSONAL EMAIL ADDRESS and a UK phone number for whom I can address this complaint specifically to
Charlotte : As this is totally unacceptable. #
Nakul: We have one more email that directly goes to the manager, that is [email protected].
Charlotte : And what is the managers name?
Nakul: Sandesh, you can mention his name in the subject.
Charlotte : I'll mention it in the address line, thank you
Charlotte : And what is their phone number
Charlotte : And please may I also have their last/surname?
Nakul: I am sorry, we do not have the option to provide the contact number of Managers.
Charlotte : Then at least give me a surname
Nakul: His first and last name is Sandesh Acharya.
Charlotte : Thank you. Please inform him that he will be hearing from me very soon.
Nakul: Sure, I have already informed about this. You can send the email right away.
Charlotte : Thank you
Charlotte : That will be all
Charlotte : No, there is nothing else you can help me with today
Nakul: You are welcome Charlotte.
Charlotte : Thank you and good bye. Have a good day.
Nakul: Take Care Charlotte.
Nakul: I am really really sorry for this inconvenience.
Nakul: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
Charlotte : Good bye

What ended up happening with this? I am simultaneously glad to know that someone else has gone through what I am in the midst of, and apprehensive to know the outcome as I feel like they will throw you around enough to the point that you either give up or they can cover their trail and delete the evidence of their wrongdoing and deceit! Ha, sounding like a conspiracy theorist. THANKS ADOBE, LOOK WHAT YOU'VE TURNED ME INTO!

Need to change my Country. Appalled with Adobe Customer Service

I am absolutely shocked at how far Adobe's customer service has fallen. In the past i could simply call up their toll free line and get an answer to my question or have my isse resolved. It seems those days are LONG gone.
On Black Friday I wanted to buy lightroom which was on sale. I live in Canada. I always have. For some unknown reason my country was set to the US. When i tried to buy Lightroom none of my payment methods (paypal, creditcard) could go through because my payment methods indicate I live in Canada.
I immediately tried to contact Adobe. First i must comment on their terrible phone system. I have to wade through menu after menu, none actually representing my need to change my Adobe information. Finanlly i got to an option where i could talk to a live person - but wait - there are callers ahead of me and i'll have to wait an estimated 2 hours (is that a joke?). Lucky for me they have a call back option. But the call back option DOES NOT WORK! After i enter my number the automated message says my number can not be regonized. I tried it every way possible, multiple times and it never went through.
Eventually I gave up. I chalked it up to Adobe being busy because of Black Friday and just created a new account to buy Lightroom. That went through no problem (it seems Adobe is good at TAKING my money). I figured i'd try back next week and have my Country changed and consolidate both my accounts into one.
MORE THAN A MONTH HAS PASSED. I have tried several times over the weeks. THERE IS NO WAY FOR ME TO REACH CUSTOMER SERVICE IN A TIMELY MANNER!! The phone situation is the same as above. Often the 'Chat with a live rep' option is not even available. When it is I CONSTANTLY get this message in the chat window :
We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, where experts are online 24/7.
Even as i type this message i have been on hold on the phone for 30 mins, and still no response in my chat window. This is ridiculous.
WHY IS THERE NO OPTION TO EMAIL CUSTOMER SERVICE???!?!?!?
At this point I'd be happy with returning my Lightroom purchase and changing my country to Canada on my original Adobe ID. I have lost all faith in Adobe.

Hi,
I am trying to get Adobe to rerelease the software and registration number for my CS4 suite but my email & ID has changed from [email protected] to [email protected] for some reason the ID link now says I am in the US not Australia. I get the same message:
To change your country, contact Customer Service.
But that has not been possible online.
Do you have an email contact for them please?
I only want the dreamweaver and adobe pdf creator & editing software but the links on US site don't work either.
I already paid for the whole suite a few years back so don't want to pay again after I had to replace a HDD in a windows 7 machine.
So do I send a letter via Australia Post to:
Adobe Systems Pty. Ltd.
Tower 2, Level 27
201 Sussex Street
Sydney, NSW 2000
Australia
Tel: +61 2 9778 4100
or how about technology that was 300+ years old and FAX'em
Fax: +61 2 9778 4190
Surely email is not too much to ask???

Adobe Customer Service had drastically deteriorated in the past few years.

I have worked in IT for more than 25 years. In this period I have seen Adobe's customer service deteriorate dramtically. Technology it is now made it possible to have tech support and customer service agents any place in world, which usually means the lowest cost countries, such as India. This may help the bottom line for Adobe. However, it makes live very difficult for us IT professionals. We waste hundreds of hours a year dealing with issues, which used to take minutes to resolve. Now we get " sorry for the inconvenience". You will receive a reply on 4 to 5 days.
On November 30th of this year, becuase of an "upgrade" for my Acroba 9, my acrobat Livecycle suddenly stopped working. I decided to bite the bullet and spend nearly $200 to upgarde to acrobat XI, thinking that this would resolve my problem with Acrobat 9 and LiveCyle. Big mistake. To my utter surprise, LiveCyle does not come bundled with Acrobat XI. Doing a little research on the Aodbe Community website I found that I could apply for a free upgrade for LiveCyle ES4. I completed and submitted the form on November 30th. I have now spent many hours in chat sessions with customer service agents in India, each telling me that they are very sorry and that the problem will be resloved soon. I even received a call from a very pleasant supervisor in India, who confirm that the serial number for my free upgrade to ES4 would be dealt with quickly. Well, more than 2 weeks later, still no serial number.
Adobe, you need to return your customer service to the US or Canada. As the Director for IT for my firm, I am agressively searching for a product which will replace our Acrobat desktop product. What Adobe doesn't know it that I am also an IT consultant and belong to a group of IT specialist with more than 150 member firms and several thousand users. To the Execs at Adobe, remember Blackberry!

We/They do this because there is not a venue to file such complaints. The yahoo's at Adobe that could if there was such
Don't care
more interested keeping all the money they can rather than Prividing better service
or are too dumb to to know anything about it.
So We/They have no choice. I think it’s a combination of all 3.

Adobe Customer service

I cant believe with all or technology and as many people having having as much trouble with adobe reader and windows programs, that adobe is still in business. I have started tyhe process od switching to apple products. Apple is so professional and there support when rarely needed is the best of the best. Stop using window products and spend the extra money for apple products, I promise you its worth every penny. You will not spend as much time wasting your time trying to correct all the ******** problems related to windows products. This is the best information and for sight you will ever get. Move on to bigger and more professional products. You cant even find an adobe phone number, I challenge anyone to come up with an adobe free support phone number.

Hi All, we have decided to take the continued customer service problem with Adobe to Facebook, we created an event where open discussion can take place, please come and join and be part of a much needed change in Adobe's customer service practices, everyone is welcome to give input, so please pass the word - http://www.facebook.com/event.php?eid=123258472738
On a hopeful note, we're looking forward to Adobe's customer care team being part of the conversation as well. Here's what we'd like:
Respectful dialogue, true incidences - sure be assertive just don't be abusive. We hope to urge Adobe to improve client service at the corporate level.
Thanks all-
Cindi

Does Verizon REALLY care about customer service?

OK, to be fair, I do realize that I've been attempting to make an order for a high demand product on a day when thousands of others are doing the same thing. But, I guess I expect a company like Verizon, one that boasts how cutting edge their technology and networks are, to be a little more prepared for the influx in website and phone traffic. It took, no less, than 2 hours to complete a pre-order transaction due to technical failures on both the web and phone support. Isn't this what my $30 upgrade fee is supposed to cover? Wasn't I told that the additional money I pay to upgrade is to ensure a "positive customer experience"? Well, my experience was anything but positive today. The website crashed 3 different times. I was disconnected at least three times, and when I received an autocall for a customer service survey, even THAT didn't work! Verizon, do you want to know the answer if my recent experience with customer service solved my problem? I'll tell you, the answer is NO. Do you care? I doubt it.
I'd threaten to leave as a customer, but unfortunately, where I live, Verizon is my ONLY option. I'm in a rural community and there are literally no other providers in my area. So I pay ridiculously high fees, for substandard service. I can only have successful phone conversations from the south end of my home, while standing near a window, completely motionless. If I move, call drops (even with good signal strength).
But I guess I should be grateful for the experience of being a Verizon user, and continue to pay them additional fees for the privilege of being one of their valuable customers.
While I am forced to be a Verizon customer due to my geography, you can bet that when asked by others what my opinion is of the company, I'll encourage everyone to make a different choice if they can.

Thats why I normally do not get involved with writing on message boards, especially corporate boards, too many company employees write comments like that on behalf of their office…and yes, cellular service and home communications services are a little more that a “soda” and yes, I do expect loyalty to be a two way street….end of thread, unsubscribed from this farce….

Problems with Adobe Flash Player Update.

Hello volks,
I got a question. What can I do, when I get the window: Adobe Flash PlayerUpdate Service 11.6 r 602 does not work. Wait till you get information that the problem is fixt.? But nothing happens. Please help me. Till then thanks. Doris

It's really strange that Safari is showing as being active when you've definitely exited. I'm thinking that you have an application with an embedded Safari instance running, and it's invoking Flash Player. Not sure what that would be off the top of my head, but it's the only legitimate reason I can think of for the Safari process to be resident and keeping Flash in-use.
Here's what I think our best bet is for getting past this:
Download the uninstaller:
Uninstall Flash Player | Mac OS
Download the offline installer here, if you don't already have it:
http://fpdownload.macromedia.com/pub/flashplayer/current/support/install_flash_player_osx. dmg
Restart the machine in Safe Mode. Just choose Apple > Restart, then hold shift down until the machine starts booting. If you did it right, you'll get a loading bar, and it will take an obnoxiously long time to restart. If it comes back up like normal, try again and hold shift longer.
Run the offline installer. You shouldn't hit any conflicting processes this time. Run the uninstaller. Once it's complete, run the installer.
Reboot your machine.

Adobe Flash Customer Service Survey

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