Adobe has to improve their payment system - where to make a complaint against them

Hi there,
My Adobe Creative Cloud is still 6 days left to update my payment information before is canceled.
Therefore, today as I have receiving a payment I tried to update my payment information. Surprise:
My subscription has expired.
Dear Adobe. I still have 6 days left to update and make the payment. Why do you canceled my subscription with a week before its time? now you will force me to make a new subscription for one year. Why? I already have one.
The most frustrating part is that the customer support chat is of no help at all. I found no email address to fill a complaint against Adobe. Since my license is bought from Adobe Europe I am not sure where to fill a complaint against. I might have to search for an European organism to make a complaint against Adobe hoping that somehow they will manage to have a resolution from Adobe.
Until I figure it out which European organism can help me against Adobe dictator, I think that Adobe MUST improve their customer service as well as their payment system. It is outrageous to cancel a subscription with a week before its expiration.
Best regards,
Andrea

Andrea,the credit card was changed on April 25th 2014, the payment failed 3 times & the CC charge for May was paid on June 4th 2014.
The payment for June has not yet been taken as the payments failed again. As of today, I see that you had updated the card details again. The payment shall be retriggered. It has a time frame of 24 to 48 hours.
Since the payment of June had been due for more than 30 days, so the CC is suspended.
You can contact your bank & check if there are any restrictions for payments as the issue of payment failure is frequent, You can also contact Adobe support to get the issue resolved if funds are maintained in Bank & there are no restrictions.
Best would be you use Contact Customer Care http://helpx.adobe.com/contact.html and click through the position 'till you reach the chat, The chat button is activated as soon as there is an agent available to help.
Regards
Rajshree

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I am spreading the word - facebook, word of mouth, every professional photographer in LA I know, blogs, etc.
You gotta raise hell to get changes.
Lets see if Adobe will do anything about these issues...
I thought that Adobe created "beta" for a reason - to smooth out all the kinks before they put the disk out. Nope.
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Keith_Reeder wrote:
ambienttroutmask wrote:
So the worst programme Adobe ever put out, yet even though you can have a 30 day trial you still went out and brought it...
Yep, everything is always someone else's fault. It's never because they've made a stupid decision to buy before making absolutely sure that the software will work for them.
Seems like nobody is prepared to take responsibility for their own actions these days.
So, by that logic Adobe does not have to take ANY responsibility for pushing this kludge out the door? Given they had a RC ready almost INSTANTLY after release should be sufficient to show they KNEW they were pushing garbage out the door. Adobe is indeed responsible for their offering a know buggy product, bugs which CROSS PLATFORMS so it has to be the core code design not the user hardware or anything a given user has done. Sure some systems might have setups which help make these issues more apparent, but that is on Adobe to deal with as they should publish limitations and known configurations which can potentially induce greater problems...but these entail an admission and accepting responsibility for the original buggy release...btw, release notes used to be where one would find quirks info and how to work around them post system requirements being carved in stone and set to entice the lowest common denomonator user.
One more thing...LR is marketed not as a PRO TOOL, it is sold as a tool for the average to hobby level photographer. That is also has huge appeal to the pro market is a happy accidentally-on-purpose thing...but to berate people who don't feel it's their job to troubleshoot a commercial app is completely unreasonable...but anymore the US consumer is the largest beta tester group on the planet...I wonder how our EU counterparts are fairing as ironically, they have stronger consumer protection laws...try pushing a crap product out in the German market...heh-heh, yeah good luck with that.
Actually I would say this is not the worst software Adobe has ever pushed out the door but perhaps the worst photography software they ever sent as RTM. Many, many PDF related apps and utils have actually been worse and we won't get into what they have done to Flash and Dreamweaver after that acquisition. The closest analog I can see if that of what happened to Norton products post Norton being purchased by Symmantec.
However, I am willing to give Adobe time to address this because they did have the RC ready almost right away. Should they have done this? No way, but perhaps the marketing wonks put the company in the position where it had to meet the release date even if issues were discovered and fixes in the pipeline already and it was gonna be a 3-9 week delay before the issues were mostly fixed. But they did and well, even those who ran the beta, ran the 30-day trial did not find the issues because they simply did not use that part of the program enough for the bugs to manifest their effects to the degree when you the user, realize something odd is happening.
I too am pissed, beyond belief as I depend on LR for my business, I can, however work around it for a while but I don't make money as a photographer I use photography for my business so the issues, while causing huge levels of frustration, are not fatal....yet...all I know is I don't want to revert to LR2.7 because I have done so much work onLR3/ LR3.2RC already and the tools themselves are indeed superior in LR3.x....when they work and that is the rub. So many here are telling those with these bugs affecting their income/workflow bought into this to save time and leverage the bestter NR/sharpening and I say much improved adjustment tools. I don't use the lense profiles at all really so nothing special for me there.
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Also, what versions of Camera RAW were used in the beta and what versions are being used with LR3. I know I did upgrade to ACR6.2(?) or whatever the most current version. I understand there are a ton of factors at play in these bugs but I do doubt it's ACR as my old antique PS CS3 version of Photoshop does not have any problems, of course it's using the old version of ACR 4.6(?) again sorry I forget what version exactly but it's trivial and can be determined.
I like LR because I don't need the advanced features of PS all that often, still PS is a fun tool to have as a backup for the complicated shots though I don't have time to really spend in it as I would like to...
But in general I guess I am trying to say, Adobe had to know in advance of the RTM original LR3 because they had the RC ready almost instantly. Of course past releases of LR also had the same experience just the bugs were, well, not as impactful I suppose. I have been happy with LR since 1.x versions but this version is painful to support...and I as I previously posted I won't screw with Adobe's refund people, likely off-shored staff who get bonuses for talking customers OUT of getting a refund, I will simply file a chargeback with Mastercard...that is why I use it, so I don't have to let companies waste my time wading through their red-tape. And btw, Adobe knows the customer will WIN any chargeback because this evidence of a known to be defective product was sold to the consumer and the customer even allowed the mfg to remediate the issue only they failed to deliver in a timely fashion. So, if one is not happy just "go to the mattresses"...use the chargeback hammer. The bonus is every chargeback granted to the consumer costs the retailer, Adobe in my case, $35 when they lose...

Adobe has lost a customer for life....

So, here is a run down of what lead to the situation I am letting the forums know about:
Several weeks ago, my mother was using one of the websites she uses that requries Flash and was told she needed to update Flash, which she had done countless times before. Doing what she normally did, she followed the normal steps to install the newest Flash. Somewhere during the upgrade process, the Flash Player Installer failed to complete the upgrade process.
Fast forward several weeks to when I actually have time to try and fix this problem. Before I explain what steps I took to try and resolve this issue, let me provide some quick background about my self. I have a degree in Computer Science, I program for Windows (including the registry) and Linux (both CLI and GUI apps). As such, I know what I'm doing when I try to fix this issue.
So, onward to what made Adobe lose a customer!
I called in to the support desk at 800-833-6687 on 06/30/2010. I don't have the name of who I spoke with, but it was an Indian man who actually spoke English well enough for me to not have to guess at what he was saying. I wish all Indians spoke that well, it might make the customer service experience easier. I explained to him what my situation was, and he proceeded to tell me that there woud be a $39 charge for any help because Flash Player is a free product. I told him to put his supervisor on because I wasn't going to pay for support when this is clearly not the customers fault. He said he would but that his supervisor would say the same thing. Bluntly, I told him I didn't give a **** and to put his supervisor on. (Ok, that may have been out of line, but I wasn't interested in talking with a peon who would argue with me. I'm the customer, and arguing with me is a good way to piss me off.)
I then spoke with a man who sounded southern British, or at least had a British accent. It was enough I couldn't fully understand his name. I explained to him, agian, what the problem was, and in more detail. I explained that the issue was with the registry, and that the only way it could have happened is if the installer or uninstaller had caused the issue. He gave me the same speech about there being a $39 charge, to which I flat out said it wasn't happening.
After getting pissed at both peons, I hung up the phone more annoyed and frustrated than before. So, much like the attempts before, I went back to trying to figure out what was wrong and how to fix it. I basically had two options. 1) Re-install Windows...not happening. 2) Code up some cowboy code and jack with the registry old school style to get rid of the offending entries. I'm crazy, but I'm not insane...jacking with the registry?!? Yikes!
So, after rebooting into safe mode and using all the standard tricks to get rid of the offending registry entries, even some not-so-common ones. I tried everything from regedit to CLI reg. All of them came up with "Access denied." After trying everything except option 1 and 2 above, I called the support desk number back and kept mashing zero until I got through to a person in the US.
I first spoke with a lady by the name of Nancy. She listened as I explained my problem and finally said "You are correct, there is normally a $39 charge for support requests related to Flash Player, but in this case, it's clear to me that this isn't a normal issue. Let me see if I can get my senior on the line to help you with this issue." Yay for Nancy! This is so far beyond anything a regular user would be capable of doing on their own, which is the entire reason I refuse to pay for support even on a free product. (More on this later.)
Nancy transferred me to her senior, a man by the name of Angel. I explained to him in great detail and at length what the issue is, what I had done to try and fix it, and why I wasn't going to pay for support. He tried having me install Revo Uninstaller, but that was a useless move. I had already ran the Flash Uninstaller, so technically speaking there wasn't anything for Revo to uninstall. And it apparently couldn't be used to force remove registry entries (which I doubt would have worked anyways seeing as how the Administrator account couldn't even remove them using the CLI tool.) He suggested using System Restore to fix the problem. Sadly, thanks to another useless feature from MS, the last system restore point appears to have been made after this bug appeared. Eventually even Angel gave me the over-reguritated excuse of "go online to the forums and hope for the best" followed by "you might have to reinstall your OS." Let me just say this about the second aformention item... The Flash Installer is directly responsibly for the state of its registry keys. Any corruption or improper settings on those registry keys ultimately lies first and foremost with the Flash Installer. In this case, those registry entries appeared to be corrupted to the point where even the Administrator account could not remove them. If it truely is the case that the Flash Installer has corrupted the registry and the only way to fix it is to either use option 2 that I listed above or reinstall the OS, that make Adobe liable for the time and expense of either case. It was the faulty installer that created the situation to begin with, which is published (albeit freely) by Adobe. EULA or not, you can't release buggy software and expect people to pay for your mistakes. I made sure that Angel understood the gravity of such a prospect. I think he did, but I also think he had the mentality of "good luck getting us to pay for it." Oh well if he did.
I expressed my dis-satisfaction with his reponses, and made it plainly clear that Adobe's position is utter garbage. Seriously, Adobe makes millions off of Flash and its related products. The only reason Flash Player is free is so that consumers will want the eye candy on their websites and so that Adobe can keep selling their (overpriced) Flash based "solutions" to rake in the money. Is Adobe so big and bad that they can casually release beta software that impacts a customers computer adversely that they don't have to care? I don't even have to answer that do I?
I understand that Flash Player is free software, but lets face it, open source software is free, and it more often than not has excellent support. What makes Adobe think they are so great that they can offer a free product and then make extra cash off it when it seriously breaks a customers computer? I'm not some customer calling in who has no clue what a computer is let alone how to run it who can't figure out how to even install Flash Player. I'm a power user who does systems level programming on multiple OSes. Do you really think I'm so stupid I need to pay you to tell me "try this, then this, then that, oh hell, there's a major problem here"?
So, ranting aside, I figured out what the issue was after hanging up with Angel. It was the one final thing that hadn't occured to me to check. Let's face it, there is a process to go through when troubleshooting, and I had come to the end of it. I must say, it surprises me that the Adobe techs had not mentioned this fix, but then again, not so much.
Rather than be a kind person, I'm going to screw all of Adobe and it's customers like Adobe tried to screw me out of $39. Yes, that's how much my tech tip is really worth. A lousy $39. It's a simple fix to a serious problem, but Adobe obviously views me as little $ symbols rather than a customer worth taking care of. So here you go Adobe, take your screwing that you will never care about.
- Vadtec
P.S. I plan to read the responses to this post just for the sheer laughs it will generate. Call me what you will, poke fun at me, agree with me, I really don't care. I've stated my case, and that's all I came to do.

Funny that this thread would be revived after so long...
I'm bored, so what the heck.
eidnolb wrote: I don't question your degree. However, since you weren't able to "figure out how to even install Flash Player" then that I must disagree with. I was able to figure it out without calling Adobe support or asking for help on the Flash Player Forum. I didn't even know either one existed back in July of 2009. And no, I don't have a degree as you do.
I didn't call to seek support becase I didn't know how to fix it. I called because their product was crap and wanted *them* to fix it, as a decent company should.
You sir, slammed Microsoft, your own Employer which I find shameful. I am just a Volunteer here on the Flash Player Forum, but I have great respect for Adobe and all of their products as I do Microsoft and the other Tech Companies.
You seem to think I work for Microshaft when I said "I program for Windows." Rather than taking it literally, you could have taken it as I write programs that run *on* Winblows.
In case anyone is interested, Adobe finally fixed the issue with their updater/installer, which would have rendered this thread useless anyways. Aside from that, if Adobe was the great company they want people to think they are, they wouldn't charge for support that would most likely have not resulted in the problem being fixed anyways.
The lesson? Do what I did and think for your self. The fix was simple, but I still refuse to give details on it. Oh, and yes, I use Adobe products only when I must. I've replaced as many of them as possible with open source alternatives.
Enjoy.
- Vadtec

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Horrible Payment System

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Come on Microsoft! Smooth payment is fundenmetnal for good business. Not to mention Skype is dealing with global connection. If I can't get my co-worker to have money talking to me on Skype, how can you expect me to use Skype for my family use? My mom don't even know how to shop online with credit card at all.
ps1. By the way, Skype needs to provide invoice for all transcation. First online purchase that doesn't offer me printed PDF invoice at all.
ps2. I am not looking for solution here, as my co-worker is now seeking Skype alternative. This post is for my emotional expression on Skype payment system.

Hi Inge Raemaekers,
Please refer the link and contact our chat support: http://helpx.adobe.com/in/contact.html.
Regards,
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Adobe has to improve their payment system - where to make a complaint against them

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