Adobe Support Tickets

I'm based in UK and find getting responses from Adobe tickets to be pretty slow. Often, they need phone calls before anyone updates the status.
I have had one ticket open since 9 March and my last post was on 20 April asking what was happening. No one has replied and it's now 4 May. It would be nice to know the status of my case at least...
Is there a way of improving this aspect of customer service or am I the only one experiencing this?

Branching this to a separate discussion as your installation log is different than the one posted in http://forums.adobe.com/thread/1036343. The DW063 error indicates a permission issue. I would recommend you review your installation log in it's entirety by following the steps listed in Troubleshoot with install logs | CS5, CS5.5, CS6 - http://helpx.adobe.com/creative-suite/kb/troubleshoot-install-logs-cs5-cs5.html.
For information on how to correct file permissions please see Error "Exit 6" or "Exit 7" | Install log | Read, write, system file errors | CS5, CS5.5 - http://helpx.adobe.com/creative-suite/kb/error-exit-6-exit-7.html.

Similar Messages

Sending Support Ticket to Adobe - Link Please?

Please provide the link where buyers of software can submit a ticket?
Thank You

Use the CHAT link under support. You cannot just send a support ticket you have to go through scripted support.
If you don't see a CHAT link be sure to fill in all the questions about the software you have and type of problem, as CHAT is only offered when applicable. Not, for example, for the free Adobe Reader.

TO ADOBE SUPPORT: Trying to call in to open a support ticket, but can't get through

Hello Adobe Support,
I've called in several times this morning into "1-800-833-6687", then navigated the phone system to "Other Adobe Products" and I keep getting hold music for 15+ minutes. I eventually hang up at that point. How can I get a hold of Support to open an incident for Flash Media Server?
Thanks,
-Costin

Hey Costin,
Just email me directly awhilloc @ adobe about this and we'll get your issue taken.
Asa

Double-charged, 3 support tickets in and still trying to get refund, please help!

Could someone point me towards an Adobe support manager/supervisor with an email address? I believe the support chat employees may be causing more issues than resolution in my case.
My issue: On 12/26/12, attempting to reactivate an existing subscription, I was double-charged and ended up with two active subscriptions (the re-activated one and a new one). I have spent the last 3 weeks attempting to get this corrected to one active subscription and the second charge refunded, and it appears that on 1/03/12 I received an email saying that I was being refunded, but a couple weeks later I still see no funds in my bank account.
What should I do? I feel like I'm on this wild and crazy goose chase to get my $80.46 back. Every time I open a support ticket (I'm on my third one right now) I end up calmed by statements of 'I truly understand your problem' and then no follow up or resolution, the support technicians don't seem to comprehend me, leaving me very confused and frustrated, it's a mess!
The last person (a couple hours ago) said he couldn't help me and that he would escalate the issue - At this point, would I be best off to ask my bank if they can cancel one of the two charges? I'm digging around for a support email, in an attempt to circumvent the live chat technicians and get to someone who will understand me, but I can't find any way to get support from Adobe outside of that horrible live chat system.
I just sent the following complaint through the BBB:
When I re-activated my Creative Cloud subscription on 12/26 I ended up with two charges on my credit card and two active subscriptions. I needed 1 active Creative Cloud subscription, but ended up with 2. Since then, I have opened 3 support tickets to fix this, and the whole ordeal has turned into a nightmare.
- The first ticket was opened the very next morning explaining the problem and requesting the the duplicate charge to be cancelled.
- The second ticket was opened another day later to ask when the refund would come through and to let them know I was concerned that my account showed both subscriptions still active. I was shocked when the agent said that there was no refund pending, and that I had to specifically state to her that 'I would like a refund' in order to receive one. Even after this, I don't believe she ever put in a refund request because that ticket auto-closed itself and I STILL had two active subscriptions showing in my account.
- The third support ticket was opened today, 3 weeks later. This time the support employee said he cannot help, seemed very confused, said the product had been returned, that a refund CANNOT be issued, and that he would have to escalate the issue. The first and third people I talked to did not seem to comprehend me very well, and I almost wonder if the first or second person made a mistake somewhere that lead to all of this confusion.
I am frustrated, don't know what to do, and have ended up paying for two subscriptions this month, one of which was not used, intended, or needed. I received an email on the third saying that funds had been released, and that it may take 5 days to receive them, but I never received any funds back in my account. The support employees I talk to barely seem to comprehend me and don't have any follow through. I don't know where to go from here. I would like to walk away with one active subscription and one refund for the second one that I was mistakenly charged for, promptly cancelled, and never received a refund for.
I'm not certain why this has become such a complicated matter. Please, help! There is currently one open support ticket regarding this case, but I am sending this email (also sending to the BBB) because I do not feel that support employee understood my issue or what I'm going through.
Thank you,
Order History: [removed, shows home address] - shows 2 subscriptions for the Creative Cloud ordered on 12/26. This was supposed to be 1 subscription re-activated. I ended up with the existing subscription re-activated and a NEW subscription activated.
Bank Statement: https://docs.google.com/a/artinreality.com/file/d/0BzKnW0Kwq75DZ1JZbFltQ01pVDQ/view - shows TWO charges on 12/26 instead of one.
First Contact Transcript: https://docs.google.com/a/artinreality.com/file/d/0BzKnW0Kwq75DdnRic2VTWkZBdG8/view - Explaining the issue and asking for a resolution.
Second Contact Transcript: (not saved)
Third Contact Transcript: https://docs.google.com/a/artinreality.com/file/d/0BzKnW0Kwq75DRHY1c1pIemM3azg/view - Support employee saying I cannot receive a refund, and that he has to escalate the issue.
Email stating a refund has occured: https://docs.google.com/a/artinreality.com/file/d/0BzKnW0Kwq75DdmNybjlHQ2pwM00/view - I found this today, but in reviewing my bank statement no funds were ever credited back to the account for RMA:0065706197.

Hi Artinreality,
Someone will be contacting you shortly to help get things sorted out.
-Dave

Trying this again as I'm getting no where with Adobe Support!!!

This should have been really simple. I have submitted this questions three times now as well as two separate support tickets, plus a call to Adobe support direct and basically no help at all!!!
I need to rename our premier partner site post a merger which resulted in a company name change. I have updated the Adobe ID with mixed results (some parts of the service reference the old name (e.g., Kuler) and certain support services now say that the email address is not associated with that service (really helpful when you need to actually get support).
I contacted Adobe support by phone only to be told that I needed to raise a ticket - not a problem more than happy to follow proper process! So I did that then I got a response which did not address the issue at all and basically said that if it was "TOTALLY NECESSARY" (well it's a business people we only bother with the "totally necesary" and you would think that trading under a different name with the partner site - which is meant to be used for marketing purposes (isn't that what you pay your $2000 for ??? - would be kinda necessary!!!! I mean really?).
Ok so moving, on I was informed that the case would be escalated to Level 2 technical support. Then I heared absolutely nothing for five days except an auto generated email saying the case was about to be closed as the period to provide more information had lapsed. Well I had added more information to the email several times so clearly the case was never escalated and the support staff have just put it in the to delete pile (confirmed by the fact that the case no longer appears in the active case list or the closed case list - I have the emails and the case number - so what happened to the original case??? .
So What happened Adobe / Business Catalyst - your support used to be world class. Now you're right up there with Lenovo after sales service (non existant)!
So being the persistent chap I am (plus this must be resolved otherwise the new CEO is going to go balistic) I will provide the information again in the hope that someone from support will do the right thing and address my technical problems (not to mention the serious issues with Adobe support services):
Old site URL: veridicalconsulting.businesscatalyst.com
Old user email: (this is the origina ladmin user id that was used to request the move): [email protected]
The new Partner Name: (this is the new Partner Portal name we want our partner site moved to): DMS.Group or DMS Group or DMS-Group depending on any naming convention restrictions.
The new Partner URL: (the Partner's website address should be changed to): dms-group.businesscatalyst.com
The new Partner user email: [email protected] (since changing this email does not access the support website - error 4)
Permission to rename domain: Yes I formally request to have my partner site renamed per the details above
Previous Ticket number (which seems to have been ignored) 81737 and 82912 as I keep getting 5 day lapse notices even though I was informed that it would be escalated to level 2 technical support.
Could someone please do something about this as it's getting serious and we don't want the CEO getting involved (former barrister) and I don;t need the headache over what should be a relatively simple...ok this is what we are going to do....

Hi Peter
Renaming for the websites in your partner portal are fine. You just need to consider repathing as you've mentioned. You can do a find and replace to sort that..
Remnaing for the Partner address I believe is a little more involved. It probably invoved Adobe Engineering. I think only Adobe could tell you how it affects the setup. I believe you can't just rename the partner portal slug. Other things rely on it.
But I can suggest that this isn't really in the scope of what Adobe are obligated to support. A partner program is purchased, they don't claim that it's customisable. But since you're a partner, Im sure if you're nice about it, log a ticket and ask Support to escatlate it to ACCOUNTS, then Accounts will be able to help. If you just ask support they will give you a dumb response and close the ticket. So ask to have it escalated.
It'll mean that they may need to get engineering involved. Which takes the engineers away from developing BC.
But I wouldn't allude to Barristers. It'll get you nowhere and this is your bag, not adobes.
Brett

FRUSTRATED WITH PREMIERE PRO SUBSCRIPTION ERRORS AND ADOBE SUPPORT!!!

First of all, Im a paying CC customer of Premiere Pro, Photoshop and Lightroom, all 3 apps from Adobe CC. Last 2 years, no issue! But since last few months, Im really tired of this.
Premiere Pro CC stops completely and shows me EXPIRED screen and even I try to login to CREATIVE CLOUD, the Creative Cloud doesnt allow me to login. I had to find some fix , and delete some index files from adobe folders as per the last discussion here in the forum and that had fixed it once, now again the same thing has started and it just doesnt get solved.
Now, I see this.
Now, from where the heck, did this SERIAL NUMBER thing came from ?
Im a paying customer of CC and why do I get this serial number thing ?
Im not able to work on my client projects since last 2 days and really annoyed at this.
contacted Adobe support and they created a ticket, but when I reply to the ticket, it says, its a no reply email. WTF!!
The worst ever support I found is adobe. There is no one to fix your issues in real time. No proper helpdesk.
Now for god sake, can someone help me fix this issue so I can access my photoshop and premiere pro immediately ??I
If I dont find a solution in next 3 hours, I would be forced to terminate all accounts with Adobe and just go ahead and download from torrent. I think, thats what Adobe wants their customers to do.
Really really annoying product!

Have you tried the phone option?
Contact Customer Care

Adding a domain name to BC site results in Error. Cannot locate Adobe support.

"Error. Domain name already exists..." Have 3 sites not working right now.
Sorry to post multiple times, but Adobe support is non-existent, and Live Chat and Open a Ticket are both circular links that never go anywhere, nor let me contact Adobe.
Past answers said Adobe needed to clear out their servers, but all answers in forum are from 2012(!).
Already lost a day, need help ASAP.
Thanks, Tony B.

Hi Tony
I would suggest to reach out to chat support to get a quick resolution. If possible they will be able to do it at the same time.

How do I open a support ticket?

I am experiencing one frustration after another trying to down load and install CS6. Now it seems my "Support Advisor" software wants me to open a support ticket, but I have no idea how. Thanks!

Megsommers you can contact our support team at http://adobe.ly/yxj0t6.
If you are being advised to utilize the Adobe Support Advisor then please see Troubleshoot with install logs | CS5, CS5.5, CS6 - http://helpx.adobe.com/creative-suite/kb/troubleshoot-install-logs-cs5-cs5.html. You are welcome to post any errors you discover to this discussion.

VAT wrongly charged for CC yearly subscription - Adobe support very mediocre

I wanted to share my bad experience with Adobe's customer support. I got a CC 1 year subscription with a monthly payment plan at £38.11 + £8.77 tax = £46.88. I'm VAT registered in the UK and all this time Adobe has charged me Irish VAT (23%). Now according to Adobe, there's an option on the subscription page where you inform them of your VAT information. If there was one, then it wasn't very obvious. I created a support ticket for this and the response I got was:
'This email is regarding your request for VAT ID updation issue. Lino, we are sorry for the additional time consumed in resolving this issue and we appreciate your support and patience in this regard. We had like to inform, your VAT ID (GB157359873) has been updated under your Adobe account and you will no more be charged VAT. However, we cannot issue refund for previous transactions as VAT ID was not updated previously. We apologize for any disappointment this may cause and look forward to serve you..'
I would understand if I was on a month to month membership but I was on a yearly contract.
Now had they charged me a whole year in advance £562.50 inc.Tax. It would mean I wouldn't have been able to claim back the tax even after informing them half way into the membership. This is unacceptable, I believe that like with any tax exempt product/services, they should be able to refund past overpaid tax for the year membership. Failing to do that, they can offer a free membership period equivalent to tax amount due.
This experience has just shown me how Adobe's service is very lacklustre and they are unable to cater an international membership service. They should just go back selling software per application, end of story. They are unable to cope with the various International tax trade issues.
Conclusion: I'm cancelling my membership for a minimum of 3 months and going to find an alternative solution. Thank you very much Adobe.
Has anyone had a similar experience?
Best,
S.K.

This is an open forum with a mix of program users and Adobe staff, not Adobe support... you need Adobe support
Adobe contact information - http://helpx.adobe.com/contact.html may help
-Select your product and what you need help with
-Click on the blue box "Still need help? Contact us"

Adobe Flash CS6 corrupted the .fla file that I made. Can someone from Adobe support recover my file?

I work on a brandnew Macbook pro with lot's of HD and memory, Yosemite version.
I bought Flash CS6 for 700 dollars. It hangs, it unexpectedly quits, but worse, it corrupts the file i have been working on for an entire day. It makes it 981kb and then says it fails to open it.
I want to know where can I get some customer service from Adobe. I paid for this software and I want to be able to send a ticket to the the support so they can figure out what went wrong and if they can recover my file. The file didn't even have 70 frames yet. But each frame had a drawings with pencil that are very detailed. So hence my frustration

1. periodically save your fla file with an appended version number so that never happens to you again. eg, yourproject_01.fla, yourproject_02.fla etc. that policy (saving frequently with appended version numbers) is a good idea with all software, adobe or otherwise.
2. to prevent future crashes/hangs, reset your flash pro preferences, Re-create preferences.
3. don't force the termination of a flash save unless you have little to lose. you should allow, at least, 2 minutes or you're likely to corrupt your fla by doing that.
4. you may be able to recover your fla by renaming it to a rar and using winrar to repair it. that's a long shot but occasionally works.
5. adobe support's not likely to offer you much help, but if you want to try contact adobe support by clicking here and, when available, click 'still need help', https://helpx.adobe.com/contact.html
<moved from Downloading, Installing, Setting Up to Flash Pro CC - General>

Is Adobe Support always this pathetic?

I bought the CS4 upgrade and got it on DVD without paying
attention. It
didn't dawn on me that it wouldn't be on CD. Yes, I
know...but my aging
laptop doesn't have a DVD player in it. So I put in a
customer support
request asking if they have it on CD or whether I need to
download it and
use the serial number from my DVD. And if so, do I use the
trial download or
is there another link I should use since it's an upgrade.
Well, that was
last Friday. After submitting the request it says you should
hear within 24
business hours. On Wednesday I updated it to see if I could
wake someone up.
Again it says I should hear from them within 24 hours. Here
it is a week
later and not a word out of them.
This is the first time I've used Adobe support. Are they
always this
horrible?
Mad Dog

After not getting a response from my support ticket for two
weeks and not
getting a call back from the Customer Support supervisor as
promised, I
wrote an email and sent a copy to the CEO/President and two
Exec. VPs. The
next morning my support ticket (and the three ticket updates
I entered) had
been answered and I had a response from a Senior Support
Consultant
apologizing and giving me a link so I could download the
contents of the DVD
and upgrade. Amazing....
The odd part is the support ticket response said to just
install the Trial
Version and use my serial number while the direct email gave
me a link to
what I think is a larger file (470MB zipped). So there's
still a question
about what actually works in this instance, but I assume when
I get a chance
to install from the download all will be well.
All's well that (finally!) ends well....
MD
Mad Dog wrote:
> I bought the CS4 upgrade and got it on DVD without
paying attention.
> It didn't dawn on me that it wouldn't be on CD. Yes, I
know...but my
> aging laptop doesn't have a DVD player in it. So I put
in a customer
> support request asking if they have it on CD or whether
I need to
> download it and use the serial number from my DVD. And
if so, do I
> use the trial download or is there another link I should
use since
> it's an upgrade. Well, that was last Friday. After
submitting the
> request it says you should hear within 24 business
hours. On
> Wednesday I updated it to see if I could wake someone
up. Again it
> says I should hear from them within 24 hours. Here it is
a week later
> and not a word out of them.
> This is the first time I've used Adobe support. Are they
always this
> horrible?
>
> Mad Dog

No Adobe support response for 1 month!? Anyone there?

I have had an ongoing support ticket going with Adobe about a very problematic error (the overflow converting ratio denominators one! - I've tried the usual workarounds/fixes) that has completely halted one of our projects since moving over to CS4 and I've basically been ignored for the past month about it.
Are there any Adobe support guys on here that might be able to shed some light on the progress of the case?
Cheers,
Jim.

I think I might cry! My master collection came only monday and I cant get it to install! I have done everything I think that needs doing to get it working. I have also contacted customer services 5 times but I don't understand them and they don't understand me! I have left 3 messages on my 'support portal' all consisting of the same problem- jst so I can make my point! I've even threatened I will take further action but nothing- I don't think anyone actually reads them!
I don't know what to do!

How to create a support ticket for FMS?

Good day - how do i create a support request for my new Flash Media Interactive Server? I've tried to contact our Russian Adobe support - but got a reply stating, that FMS is not supported by adobe support.. Btw - how can that be?! But, nevertheless - i do need to open a support ticket, as i have several problems, which interfere with production of FMS..

Based on experience with this matter, I would just like to confirm that what JayCharles says about the support is correct.
You need to purchase support for FMS and other products like Connect etc....
If you have bought FMS through Adobe distributor or partner, they could (and should) help you with this (buying support).
And finally, the good people on this forum can also help as they did help me many times....

Problems with Adobe account and Adobe support!

We bought in December 2012 "Creative Cloud for teams" (10 licenses).
I have since started our problems with support Adobe that continue today: (
1. We do not receive invoices by e-mail - every month we have to ask several times adobe support on the current invoice and then wait for it a few weeks!
2. We receive e-mail confirmation with errors - confirmation of transactions on a credit card that we receive by e-mail are wrong - no part of the information.
3. No confirmation on Adobe account - on account do not have Adobe confirmation of financial operations for the month.
4. No information about the subscription on Adobe account - There is no information about subscriptions purchased
We contact every few days with Adobe and get the standard answer "please wait 2-3 business days..." ..... and nothing.
Adobe... why you're doing jokes about the business customer?

Ehhh...
Every company in Poland who buys a service or product Adobe need VAT invoice (
required document).
I have in my Adobe account information only payments for the month of December.
For this month I print the invoice (screenshot below).
But unfortunately there is no information on payments for the next month - a technical error Adobe account!
My friend also has a company and subscription and have all the information in Adobe account (screenshot below).

MY CC SUBSCRIPTION HAS BEEN SHUTDOWN – TOLD PAID BY ADOBE SUPPORT - UNABLE TO WORK

I am currently shut down by Adobe. I can't use any products on the Creative Cloud. Adobe has had a gun to my head for the past 7 days and just pulled the trigger. I am currently unable to work. I have used 3 credit cards with Adobe on this account and all have failed at some time over the years that creative cloud has been in existence with one having to be terminated because of the hack issue. I've spent 3 days with Adobe support this week and now I'm on my fourth day of several hours each day trying to get this solved. It started on December 12th when my auto payment wasn't accepted and I received an email to please update my payment information. I checked and nothing had changed and just re-entered the same correct information. The cloud apps still worked but I was getting the dreaded countdown timer. On December 15th I had 27 Days left. On December 15th on another machine I had 26 Days left. On December 16th, I didn't get the countdown timer on any machines. On December 17th, I had 25 days left. Then after speaking on the 4th day with Adobe Support (800-833-6687) and being assured that everything is fine, ignore the timer, your payment has gone through and been accepted, I received an email from Adobe Creative Cloud that my Creative Cloud membership has transitioned from Paid to Free. What happened to the 25 days I had 4 hours ago? That made me have to call Adobe Support again that day and listen to another agent (names are available if needed) tell me that everything is fine your payment has gone through ignore all emails and messages. I will check back with you tomorrow to make sure all is ok.
December 18th - TODAY MY CREATIVE CLOUD ACCESS HAS BEEN SHUT DOWN. That means none of the Adobe applications will work. All that happens is the Application Manager opens with the countdown timer two big red 00's saying "Please Check Your Billing Info." anytime I try to open an Adobe application This means nothing works. I can't perform any business design functions. NO ACCESS TO CLIENT FILES ON THE CLOUD. Supposedly you have 30 days to take care of billing problems. I went from 25 days to 0 days in one day. Shutdown. The Adobe Customer Service Agent has not called back yet today. By the way my bank paid Adobe $53.14 on December 15th. Adobe also charged a temporary authorization on December 17th of $1.00. It's very hard to keep my true feelings suppressed about the past 6 days events.
Thanks for the special holiday present Adobe.

This is an open forum with a mix of program users and Adobe staff, not Adobe support... you need Adobe support
Adobe contact information - http://helpx.adobe.com/contact.html may help
-Select your product and what you need help with
-Click on the blue box "Still need help? Contact us"

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