Chat phone support poor experience

After being a Creative Cloud for 1 year and nearly 1 month I found the need to use support as I was having a problem with Fireworks CS6. I was thinking to myself before I started, this should be great - Adobe are a huge company - support will be flawless. How wrong I was. The chat support agent kept me waiting 18 minutes before ending the chat (I was completely polite). I then tried to find the Adobe support number for the UK - after calling and going through the endless options I was told the call would be ended as Fireworks was not in any of the options. So, I rang again and picked the photoshop option thinking it was as close to - spoke to a chap who was very polite but I could not understand half of what he was saying. When I asked for the best way to complain about my experience he told me there was no option - to come to the forums. No formal option to complain to Adobe? Is that right? Anyway the upshot of it is I have found out I am paying for a complete Creative Cloud subscription of which the main app I use is no longer supported and the phone support guy could not recommend another app to switch to. :/ Just... so... frustrating. Please someone tell me what Community should I post a complaint in? Is there a complaints process (what is it for someone in the UK)? Can anyone recommend a replacement app for Fireworks- I have a lot of custom patterns I use everyday with work? If I can't find a solution I guess I could cancel as I read on here that you won't incur any penalty charges on a 12 month subscription if you cancel in the first month. Sorry if this is a lot of mixed questions but I don't have time to separate them all out, I have already lost a hour of which I could have been earning.

Hi again,
Thanks for your response. I did check the self-help docs and the Fireworks forum before contacting Adobe. The self help docs did not mention Windows 8 or 8.1 and the 2 message I saw on the forum regarding similar issues to mine were unanswered and both over a month old.
I did get a nice e-mail this afternoon from an Adobe person offering a call and remote assistance - which is great but not necessary now because I have decided to stop using Fireworks CS6. I can't afford time or headache to sort / troubleshoot it. Just today I discovered another 2 issues, layers would not lock and I could no longer share layers to other states, this stopped when I closed and reopened the program. I really don’t want to have to close and reopen Fireworks every time as CS6 forgets my preferences. I am disappointed that this program is no longer being developed as I have been using it since its inception with Macromedia and know my way around it at lightening speed. If you could recommend another program I could use that would be a better replacement than Photoshop I would be glad to hear it please?
I still didn't get a response on how to complain about my chat experience (or is the forum the only place)?

Similar Messages

Maximum Activations Exceeded (no help from chat or phone support)

I can not get Muse to activate on my computer since (around) the time CC was released. At first I assumed it was a problem with my install so I uninstalled and reinstalled and it didn't work. I then gave it a few days thinking there was something on the Adobe side that would go away. Every couple of days I would try and get the same error but all my other CS6/CC products open just fine (that I have tried, I have them all installed but have not actually tried every one). It is only installed on this one computer so I know I should have at least one additional activation for another computer, not that I need that for this computer.
I then sent and email to tech support and have not heard back in a few days so once again I try to no avail. I then search the web and see there is a fix for people in the same situation and I follow those instructions do delete three folders (2 in the one folder, 1 in another). I try and it does not work. So I try to contact Chat support and after wasting a lot of time I am finally told that they can't help with technical matters and I should call tech support. I try them, he helps, asks me to uninstall and reboot then reinstall after we tried a few other minor things (had me log out of the CC app). I proceeded to uninstall, remove the same folders as before, reboot, reinstall and then go to activate. No luck! I was told not to call tech support back but to go to chat which further frustrated me as they are taking me full circle. He also suggest that I can go the forums so here I am.
I am very frustrated and without a product because of crappy DRM/cloud issues and I have no choice in the matter besides canning the software. Thanks in advance for any help anyone can provide...

Hi Parikshit,
My normal Muse is fine now, but I'm getting the same problem as before when I try to login to the Adobe Muse Prerelease. Can you look into the problem.
Thanks,
Date: Mon, 7 Oct 2013 09:17:20 -0700
From: [email protected]
To: [email protected]
Subject: Maximum Activations Exceeded (no help from chat or phone support)
    Re: Maximum Activations Exceeded (no help from chat or phone support)
    created by p_nath in Help with using Adobe Muse CC - View the full discussion
Please try to activate Muse on your system now.
Cheers
Parikshit
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Terrible AppleCare Phone Support RE: Power Adapter

The jack on my 45W power adapter snapped off and is stuck in my PowerBook, i've had the PowerBook four months.
I have the Applecare' protection plan so I rang the number in the applecare book up as it's obvious they need repairing, I wasn't going to attempt any DIY removal of the pin in the PowerBook myself, incase I void my 3 year applecare plan.
After waiting 20 Minutes my call is picked up, and I realise it's coming from India. I dont have too much against call centres in India, some of them like Hutchinson Three Mobile are very good, but I was dissapointed that paying extra for applecare didnt get me through to a localised UK/Ireland call centre.
After explaining the problem to the member of staff and being told it's a common problem, i'm instructed to take my PowerBook and adapter 47 Miles to Warrington, again, i'm dissapointed as when my 4G iPod died within its standard warranty, apple sent a box and return envelope by courier.
Especially as i'm paying extra for applecare etc.. Plus I don't drive, and even if I did, it'll be a week before I'd be able to go.
I had to argue with the member of staff that I couldnt make the journey and that if it was another four miles it would be out of Apple range car or not and i'd have to mail it in anyway. After far too much to-ing and fro-ing he has a word with his superiors and I can mail it in, the box and replacement power adapter will arrive in 2 days. This should be standard.
The box arrived today, along with a power cord. A Power Cord. Not an adapter. A cord. It's not even A PowerBook cord, it doesnt have the plastic piece at the end with the notch that slides onto the Adapter to secure it in place.
I phone applecare again and it's got worse, on hold for the same as before, and I have to give the staff member my details over and over, spelling things out etc.. It's very fustrating, all to get a replacement 45W power Adapter.
The database was slow at getting my data, i'm not sure they use Macs there you know.
After waiting, they've no idea why I got the cord instead of an adapter.
I go through a very slow process spelling out all my details, Again. So I can get an adapter.
I get told that they will send out the adapter and when I recieve it I should send the broken one back.
I've been on the phone for 45 Minutes, i'm really fustrated, and the staff member asks for my credit card details in case I dont send the faulty adapter within 10 days. Trouble is, it has to be a credit card and I dont own a credit card. It can't even be the debit card I payed for the goods with, even after talking with her superiors. I have bought six items from Apple in the past year on that card: OS X, iPod, Wireless Mouse, PowerBook, Mini DVI - TV adapter and the PowerBook Applecare.
I was then told that I could borrow a friend or family members card and use their details, but I couldn't do that at the time (and I believe counts as credit card fraud).
I got told to take it into my nearest Apple Store (60 Miles), specifically an Apple store where they would replace it, not a reseller, and to have a great day, goodbye. I spent 45 fustrating Minutes for absolutely nothing, i'm back to square one and extremely unhappy with Apples phone support.
I dont think I was calling Apple, I think I was calling a generic call centre.
This phone support has made me upset and extremely dissapointed at Apple very much. I buy Apple computers and invested in the Apple'care' protection plan because I was under the impression that Apple would offer excellent customer support for the money. Apple is very lucky I am on the plan, because if I had to pay for that call, i'd be livid as well as the above.
I just don't get how this fell off the radar of a company that manages everything else so well.
The phone number I called was 0870 876 0753, is this really the Applecare number?? I hope I made a mistake.
Mike.

Hah! Of course I am not going to boycott Apple or do anything silly like that.
I bought my first Apple product (a MacBook Pro) in January from the website. It is unfortunate my first customer support experience has left a semi sour taste in my mouth. To pretend I am not disappointed about be given +the run-around+ by a trained representative of the company would be a lie though.
I have been a lifetime MSDOS/Windows user and I am a former website programmer (on the Windows platform). Now that I am a stay-at-home dad I decided to replace my dead HP laptop with a MacBook Pro because of Apple's reputation of high quality hardware, software, and customer service. It took a couple of months to get used to, but I am now thoroughly enjoying my Mac experience.
Templeton, again thank you for your suggestion.
Message was edited by: bjhanifin

Anyone had shut downs fixed by phone support?

I had a couple of the sudden shut downs day before yesterday -- both pretty soon after waking from sleep. Then none yesterday or this morning, although I did sleep the MacBook some. My question is, is it only the heat sink/logic board problem that can cause these sudden shut downs? My feeling is that my problem will only get worse and I will have to send it in to be fixed. But is poorly seated RAM or RAM that has worked its way out a bit a possible cause? Is there any chance that any of the phone support troubleshooting will actually fix the problem? I'd rather have it fixed sooner than later but if there's a chance my MacBook doesn't have the official problem but rather something else I'd just as soon not send it off and have all that work done on it for no reason.

I did sleep the MacBook some. My question is, is it
only the heat sink/logic board problem that can cause
these sudden shut downs? My feeling is that my
problem will only get worse and I will have to send
it in to be fixed.
Take it in an get the logic board replaced. It will only get worse.
-Bmer
Mac Owners Support Group
Join Us @ MacOSG.com
ITMS: MacOSG Podcast
 An Apple User Group 

Phone support - follow up

thead:
Crystal Report Viewer asp.net, Database vendor code 208
We just purchased Crystal reports 2008 (desktop and server) and pay a few thousand dollars for it. I do not get a free phone support call after paying all that money?

Hi Andrew,
No not for CR Designer unless you asked for it but CR Server should have come with a support contract again if you asked for it. I suggest you contact Customer Servers and ask them to clarify.
The only free support is Forums now. But it is not a Case Management system but for all to use.
Sales can explain all of the support options available to you.
Thank you
Don

I am unable to update software or backup my devices. Apple techs unable to resolve the issue after hours of phone support over the course of several months.

I am unable to update software, transfer purchases, sync, or backup any of my 3 devices. I have tried using iTunes on other computers, uninstalling iTunes with tech support walking me through, using a different user on my computer, deleting photos off of my devices, using an ethernet cable instead of connecting with wifi, uninstalling my antivirus software and firewall, and had my laptop examined by several techs who all determined there was nothing wrong with the laptop that explains what has been going on. I am also unable to view or download purchases on iTunes. Clicking the Itunes store results in a blank white screen. I get various error messages, including -9886. Apple techs and now the engineers have been unable to resolve the issues thus far, even after several hours of phone support over the course of several months (about 5 hours this month alone). I have done everything they've suggested, even when they've suggested I do something over again, and I'm becoming frustrated. I would greatly appreciate any advice you can offer. Thank you in advance for your time.

Hi there
Sorry for hijacking your thread as put by Dahveed. However I have resolved my issue so I thought I'll share it with the rest of you.
I checked for the error 3194 in youtube and I found some good videos that tell you how to resolve the problem. The issue I was facing was the actually (I know because I have resolved it now) the communication between my computer and apple server which can be fixed as following (if you are using windows):
There is file in following directory:
C:\Windows/system32/drivers/etc/hosts
The file normally has no extension and it is in file format. You need to open it and make sure that every line that has apple server id starts with "#". In my case one of the line started directly with the ip address and then gs.apple.com.
Perform your restore/update after that and hopefully it should be resolved (mine did).
Cheers

HT204053 I accidentally bought an 15GB iCloud service, and I want a refund of my money. How can I get my money back? I can't find the email adress to ask for it (I live in Chile. Apple doesnt have a Phone support for this area)

I accidentally bought an 15GB iCloud service, and I want a refund of my money. How can I get my money back? I can't find the email adress to ask for it (I live in Chile. Apple doesnt have Phone support for this area)
Please, help me :)

Your best bet would be to try resetting the password to the account that you would like to use via iForgot
Once you log in to that account change the email address to anything, it can even be fake its just a placeholder
After you do that you will be free to change your old email address on your appleID to the new one that is now free to be used as it is no longer attached to the other account.

At the end of my rope with phone support.

I'm not sure what anyone here can do, but I need somplace to share this with. Its extremely frusturating.
Less than a month ago, I purchased my first iMac. It was a slightly older model- a 20" Aluminum 2.0ghz machine. It was purchased from a re-seller and had obviously been sitting on the shelf for a while. I know that the warranty date starts from the purchase date of the re-seller; there is a form to fill out if it needs to be changed to your actual purchase date. In a situation like mine, where the computer had been in the store for around a year, this was essential if I wanted any kind of phone support.
I filled out these forms, faxed a copy of the receipt to the number I was supposed to, and assumed everything would be fine. Within 24 hours, Boot Camp managed to screw up the OS X partition of my hard drive. I needed to make several calls to customer support, where I had to argue with all of them due to the purchase date update taking up to 72 hours to go through. After several phone calls, where I had to explain my situation 15 times and wait on hold for 45 minutes while they found out that it takes 72 hours for the change to go through, and after literally 5 hours of driving to my nearest Apple stores until someone was willing to help me with the problem even though I was "out of warranty" (Reminder- I had purchased this computer 2 days prior. New, off the shelf in the store. It absolutely should've been under warranty.) I was finally able to get the computer fixed.
Today, I figured I'd check on the status of my purchase date switch, so the next time something goes wrong with my computer I don't have to battle with tech support to get them to listen to my problem. I entered the serial number in the warranty info page, and it tells me:
*Our records indicate that your product is covered under a custom contract. For more information about your coverage, please contact us.*
*Your product is not eligible for complimentary phone support.*
When I click "contact us," the only thing that would be able to potentially help me out is the Apple Customer Service phone number. I don't feel like calling and having someone with a medium-thick accent repeat back to me what they understood my issue to be 5 times until they finally get it right. I would love to write it out so someone can just re-read it if they don't wrap their mind around it the first time.
I don't see why I should have to argue my case. I went to an Apple Authorized Reseller, swiped my credit card, and walked out with a new iMac. No, it's not the newest model, but its still new. That's money that just went in Apple's pocket, because of my purchase. There is absolutely no reason why it should be this big of a struggle just to get the warranty that I deserve. I don't feel like I'm being unreasonable or out of line in any way.
Does anyone know who I can EMAIL about this, or am I going to have to put up with the non-help I get on the phone? They're going to tell me that they can't help me out, because I'm supposedly not covered for phone support anymore. Ugh. Please help.

I'm not sure what anyone here can do
Nothing. These are user to user forums, of which Apple employees do not take part in.
Does anyone know who I can EMAIL about this,
Nobody...Apple does not offer email support/correspondence. Call support and ask immediately to speak to customer relations.

Phantom restarts / crashes with Maverick. Restore Disk Utility, disk can't be repaired says "live system repair is not supported" Is there a fix yet? Or is Maverick "FREE" because Apple no longer offers free phone support?

Phantom restarts / crashes with Maverick. Under restore Disk Utility, disk can't be repaired says "live system repair is not supported" Is there a fix yet? Or is Maverick "FREE" because Apple no longer offers free phone support?

Get onto the integrated iOS + Mac OS and end support for "legacy" Mac 10.8 and earlier.
Force older hardware users like me to upgrade to new hardware which is where $$ are.
Make apps work across tablets, phone, and computer with similar (though not the "same" app, but able to read and use the same file format).
Simplify.
I don't think anyone incl. Microsoft knew Windows 8.1 was going to be a free upgrade, I didn't and read that it would be more like $30.
No OS is ready for everyone on the day it is launched. iOS 7 is now 7.04 and climbing, Mac OS tends to really not be ready until the last patch and version is out, often a year or more after it was first issued. Ship it, then plan to fix the bugs left in or that surface.
www.macperformanceguide.com is saying "No" to Maverick for now. Of course there will be no "No" on new Mac Pro 2013 6,1 when those ship (Late Jan? )

How do I download Adobe Acrobat using the Agreement Number provided by my employer. Having difficulty connecting to Adobe Chat with Support option.

How do I download Adobe Acrobat using the Agreement Number provided by my employer? Having difficulty connecting to Adobe Chat with Support option.

Hi,
If you already have the serial number then I would request you to download the software from the below link and install it.
http://www.adobe.com/downloads/other-downloads.html
Regards,
Anand

Out-of-warranty phone support

My PSC 6180 has stopped printing wirelessly from my Windows 7 laptop. I am considering buying the one-time phone support, but is that $20 for one phone call or one issue? I seriously doubt I can fix this (if I even can) in one (or even two) phone call. Also, does HP guarantee to solve the issue? Will they refund my $20 if they can't?

Here are a couple of ideas:
1. Download and run this utility: http://h20180.www2.hp.com/apps/Nav?h_pagetype=s-926&h_lang=en&h_client=s-h-e17-1&h_keyword=dg-NDU&ju... What does it say?
2. On the printer software CD there may be an L3_uninstall program in the ccc/utils folder. Try to run that for a thorough uninstall.
3. Do NOT re-load software from the CD as it is probably outdated. Get the latest software for your printer from the "Support & Drivers" link at the top of this page.
Since your printer appears to be on your network, your PC's inability to see it is likely a firewall in the way. Usually this is a firewall associated with your antivirus program. What do you use?
Say thanks by clicking "Kudos" "thumbs up" in the post that helped you.
I am employed by HP

I am 67 years old and need help this a disgusting company that they can't help the elderly with phone support

this a disgusting company that they can't give phone support to a 67 year old woman that doesn't understand all this giberish computer

This is a user to user forum, not Adobe support... ask a question and someone may be able to help
The information you need to provide when you ask a question is below... sorry... video editing IS fairly technical
From the Premiere Elements Information FAQ http://forums.adobe.com/thread/1042180
NOTE - McAfee kills the program http://forums.adobe.com/thread/1460089?tstart=0
•You MUST use an account with Administrator Privileges to run Premiere Elements
•(Doing Run as Administrator http://forums.adobe.com/thread/969395 [says Encore and also for "All" versions of Premiere] will sometimes fix "odd" errors)
•What version of Premiere Elements? Include the minor version number (e.g., Premiere Elements 12 with the 12.0.1 update).
•What operating system? This should include specific minor version numbers, like "Mac OSX v10.6.8"---not just "Mac"
•Has this ever worked before? If so, do you recall any changes you made to Premiere Elements, such as adding Plug-ins, brushes, etc.? Did you make any changes to your system, such as updating hardware, printers or drivers; or installing/uninstalling any programs?
•Have you installed any recent program or OS updates? (If not, you should. They fix a lot of problems.)
•What kind(s) of image file(s)? When talking about camera raw files, include the model of camera.
•If you are getting error message(s), what is the full text of the error message(s)?
•What were you doing when the problem occurred?
•What other software are you running?
•Tell us about your computer hardware. How much RAM is installed? How much free space is on your system (C:) drive?
And some other questions...
•What are you editing, and does your video have a red line over it BEFORE you do any work?
•Which version of Quicktime do you have installed?

My itunes account was broken into in April 2012 and my Apple ID is still disabled and I can't get into my apple account at all. I have reset everything a million times and the phone support *****!!! What now???

My itunes account was broken into in april 2012 and my apple ID is still disabled and I can not get into my account. What do I do to get it enabled?

There is no phone support for itunes.
Click Support at the top of this page, then click Contact Apple Support

Need to talk to a support person can't access phone support number can't download anything paid for photopackage

help!

Make sure you have cookies enabled and clear your cache. If it continues to fail try using a different browser.
You are not likely to find Adobe support attending to anything over the weekend.
Phone support | Orders, returns exchanges
http://helpx.adobe.com/x-productkb/global/phone-support-orders.html

How do u get help from apple support with iChat? I was able to chat with support last week to solve my problem but now the same issue is back and I don't see the option to chat now?

qHow do u get help from apple support with iChat? I was able to chat with support last week to solve my problem but now the same issue is back and I don't see the option to chat now?

For what it is worth I have noticed a similar issue from the iPad3 while at work and home. At work we have two Apple TV 3rd Generation installed and tied to our A/V system. I believe the issue has to do with a timeout on the broadcast saying "here I am" and allowing devices to connect.
For example:
At work we have several Wi-Fi SSID being broadcast from Cisco APs. The only one we can use with the Apple TV is the one that uses a WEP since the others are either setup to be hidden, require web page authentication, or have a login requirement from employees. Essentially, what I believe the issue is that the Apple TV periodically broadcasts a message to other iOS devices that support Mirroring. When the Apple TV does not get a response from a device it goes into a dormant mode and requires either a command from the remote control or a reboot. This has been tested with both the power management enabled and not enabled with the same results.
As for when I come home, the Apple TV3 has not seen the device in some time and therefore is not broadcasting it's location information. A simple click of the circle or menu keys on the remote will give it the command to start broadcasting again and allow the iPad3 to see the Apple TV. When trying to Home Share the computer can not play (iTunes 11, Win8RTM) until the Apple TV is awoken then it will show up for mirroing.
This may or may not assist you but, it hopefully explains how the issue may be happening.

Chat phone support poor experience

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