Extremely long hold time for Customer Service

First couple of times I called for help, I got an answer within 15 minutes. Last couple of times it was close to 90 minutes. Today, I have been on hold for almost 2 hours! This is ridiculous from a company as good as Adobe. If I didn't have an open case which was pending Adobe response, I would hang up again and try back. CS is suffering lately and I'm very dissappointed.
I don't appreciate the apparent cut in CS personnel stateside and subsequent outsourcing to India and other foriegn sites.
Tossing in the towel - I cannot afford to hold this long. It's been over 2.5 hours. This kind of wait time is unforgiveable.

You're not alone. Adobe apologized for the recent downward trend in support this week in a press release and on the website. Is the issue something technical that we can help with here?
Here's the text of the release:
Open Letter to Adobe Customers
Adobe is committed to providing the most advanced, innovative products and services in the world. Recently, however, our customers have experienced a level of service that is inconsistent with what they expect and deserve. This is unacceptable and we sincerely apologize for the inconvenience caused. We are working diligently — in fact, teams are working around the clock — to resolve these issues. I'd like to thank all our customers who are sharing feedback and giving us the opportunity to respond. We appreciate your loyalty, support, and willingness to make your concerns heard.
Adobe is in the process of transitioning to a new global service provider that will help grow and improve the quality of our customer service worldwide. While our new partner is a recognized leader in service and support solutions, this is a major global transition that includes bringing more than 800 new agents onboard. Clearly this process has not gone as smoothly as we had planned, and we are working to immediately remedy the situation. We are confident that once this transition is completed, we will provide customers with new and better ways to engage with Adobe using their preferred methods, helping to ensure prompt, effective customer service.
The Adobe Customer Care leadership team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering. If you experience difficulties of any kind, contacting Customer Service in your local region remains the best initial course of action; however, during this transition period, unresolved issues can also be directed to [email protected].
Thank you for your patience and understanding as we make this transition and work to improve our service and support operations for customers around the world.
Regards,
Lambert Walsh
Vice President, Technical Services

Similar Messages

Hold times for Customer Service

I have called THREE times trying to get a hold of someone to transfer my a line to my new account. The first time i was on hold for over 30 minutes, the second over 20 minutes, and the third was over 30 minutes again. So because of the lack of answering your customer service lines I have wasted almost an hour and a half of my day waiting to talk to a human. This is (removed) and I am seriously considering going to another company for my service when my contracts are up!
>>Edited to comply with the Verizon Wireless Terms of Service<<
Message was edited by: Verizon Moderator

If anyone hates hold times it's me
With that said, you are not the only one on hold and the reps are busy with other customers.
The reps are not trained to get you off the phone ASAP but rather actually try and fix your issue (It's a 50/50 shot if they do but they try)
That means it is a 10 minute call per customer so eventually calls will get backed up.
Sunday they staff low, Monday is always the most backed up. Throughout the week the hold times will reduce unless you call on lunch hour or something.
This is usually the case with most communications companies, a friend of mine works for T-Mobile and that's how he said it is.
Good Luck

Extremely long display times for HTML in mail and Safari

Is anyone else experiencing similar lags in HTML rendering?
Since upgrading to Mountain Lion, I am experiencing extremely long render times for display HTML email messages in mail. I am also experiencing extremely long render times in Safari. I have Chrome installed on this same computer, if I goto the same website on Chrome and Safari, Chrome displays the page immediatly, Safari will take between 30sec and 1 minute.

The only way it can get fixed is if you report it to Adobe. Posting it here may not be sufficient. There is an Acrobat feature request forum here and a bug report form here: https://www.adobe.com/cfusion/mmform/index.cfm?name=wishform

Disappointed, can no longer trust Verizon for customer service

Looks like I'm not the only one disappointed in Verizon's customer service, I've already seen a number of complaints on forums and this website itself.
I'm writing this "discussion" in efforts to get something done about Verizon's customer service. Yes, I know there are good customer service representatives but also there are bad representatives that can definitely bring it down for customers like myself.
I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
Monday - NO call
Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
Wednesday - NO manager, and the local store told me they will call me on Thursday
Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which sucks because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
Verizon needs to do a check up on their customer service representatives and work on getting the window of communication open and seriously attend to the needs of customers because they just lost one customer who has been with them since 2008

I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
Crack voided the warranty, hence the 299.99
The rep made a mistake by judging this as a phone that could be exchanged by warranty, when it wasn't. Plus he / she should have informed you about the fees that do occur when / if the phone seems to be physically damaged.
How did you know the phone had a crack?
I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
Monday - NO call
Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
Wednesday - NO manager, and the local store told me they will call me on Thursday
Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which ***** because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
In this case you could return the phone and use the $300 or even less to purchase another phone of contract (third party sites).
After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
This would be the best option in my opinion as you'll get a great phone for discounted price
My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
That problem is solely based on the store, and who manages it. Same goes for every other business out there.
Same goes for the Customer Service line.

Extremely Long Hold Times

I recently subscribed to Verizon DSL HSI and I also have Verizon wireless. I've tried several times to call customer service about upgrading my speed and also activating my discount that I get from my employer on Verizon products. Is there a time to call when I wont be on hold for 15+ minutes for an agent? Can you chat on line with an agent?

Live Chat support is available from this page (look just below the search button at the middle of the page.)

Extreme long replication time for product catalogue to ISA

In desperate need of help! We are replicating the product catalogue to ISA from a CRM 5.0. Now the replication have been running for 114 000 seconds and it is still not done. Besides the time it takes the process fills the paging file, we had a dump before and changed the parameter rdisp/PG_MAXFS = 65536 But once again after above given time the paging file is filled to 99% and the system will almost certain dump on us once more.
This is only the first of 10 catalogues that will be replicated so u sees the challenge!
Have searched sap notes for many hours without success
Some facts, we are running on HP-UX 4640 (Itanium) with 4 CPUs and 32 GB RAM, plenty of disk. NW2004s with an CRM 5.0 SP10, the TREX is on a Linux machine but does not seams to be the problem.
Anyone have an idea?
BR Lennart

It is transaction COMM_PCAT_IMS_INIT, it has now been running for nearly 170 Thusand seconds.
The details of the job looks as below. BR Lennart
No Ty. PID      Status Reasn Start Err Sem CPU      Time   Cl. User
33 BGD 25268    Running       Yes           2349:23 169159 200 BJBO
Report / Spool action
SAPLSTXD
Main Program
COM_PCAT_IMS_FEED_INIT
Action                    Table
Waiting f.                                                                   since
Database                         Number              Time (usec)         Recs.
Direct Read                 3.856.813           449153836           1.018.029
Sequential Read             17658.883            968353631          3.273.103
Insert                          5.981           16961.966               3.192
Update                          3.144           17328.020               3.136
Delete                              5               1.700                  10
Sources                     3.997.954 (Bytes)
RSQL                        *16405254- (Bytes)
Commit                                                  0
DB Procedure Calls                  0                   0
Roles / Memory                   Number              Time (usec)
Roll In                             0                   0
Roll Out                            0                   0
Roll                        3.039.232 (Bytes)
Page                        349159424 (Bytes)
Memory (Total)                                 12.824 (Bytes)
Memory(Total Private)                     371.283.056 (Bytes)
Memory (used)                                       0 (Bytes)
Memory (Max. Transaction)                      12.824 (Bytes)
Memory (Max. Dialog Step)                      12.824 (Bytes)
Development Environ.             Number              Time (usec)
Generate                                                0
Load Report                                     2.064.508
Load Screen                 3.997.954 (Bytes)         67
Load CUA                                              239
Read Dictionary                                         0
RFC                               703 Calls     1,624053835000000E+09
Queue API                           0 (Bytes)          0
Ad Opcodes                          0                   0

Extremely long load times for Cisco's WEBEX.

Thanks

My company attends numerous meetings with our customers/suppliers and WEBEX is giving me headaches. 5-15 minute load times. Conference room PC is running win7 and I've tried both google chrome's webex app and just running webex from IE to no avail. These connections do go through eventually but I'm constantly hounded about why they are taking so long and I don't know why. Have any of you experienced this or have any clue as to a possible root cause?
This topic first appeared in the Spiceworks Community

Has anyone had extremely long download times for music, like an hour for a single song?

Has anyone had extremely slow downloads of songs, like an hour?

UPDATE
It appears that though the progress bar looks stuck on "Step 1: Gathering info..." that Match is going through my library and adding "Purchased" songs first. I have 2,000+ purchased songs and after enabling Match on my laptop I currently have 1152 songs available to me in the cloud. SO, I am happy to report that it appears to be functioning, just happening way slower than I anticipated. As Michael posted above..patience is definitely a virtue in this case! It's been way over 12 hours, but again, happy to report it is working.

Why don't Adobe have a contact for customer services - the "chat' person ignored this question an impressive 5 times .

Anyone else tried? Elements just does not work properly on Macs and when I asked for help, I was told that help isn't available for my old version so I'd have to upgrade. Like an idiot, I eventually did and found the new version even worse. I looked for customer service contact and ..... nothing. Only option was for their "chat" - so asked them - told there was no email, I couldn't get a refund as I had bought it from Amazon! person was unbelievably unhelpful and wouldn't answer any questions, despite being repeated many times.
Anyone got any idea how to complain to Adobe - or should I just do what everyone else does and download full photoshop illegally?

We're just other customers like you, so your guess about why adobe does anything is just as good any of ours would be.
However, PSE works fine on macs for a great many people, so if you could explain the problem maybe someone here could help you.

Does Verizon not have a live chat option for customer service? or a phone number? I'm having a heck of a time trying to find how I can contact them

Does Verizon not have a live chat option for customer service? or a phone number? I'm having a heck of a time trying to find how I can contact them

As taken directly from the VerizonWireless website.
(and I am not a chat or customer service agent, I just hang around here too much)
CHAT: Contact Us | Verizon Wireless
Customer Service
(800) 922-0204
or dial *611 from your mobile phone
View the *611 On-Screen App for Android Video
6 AM - 11 PM, Mon - Sun

UCCX - Can I get a report on hold time for one call

Hello, is it possible to report on the hold time for one particular call? We have a customer claiming they were on hold far longer than the agent claims. We are running UCCX 8.5, with CUCM 8.6.
Thanks,
Josh

Hi, it's probably the Agent Detail report you are looking for.
Also, take a look at the reporting guide for UCCX 8.5.
G.

EMAIL FOR CUSTOMER SERVICE

The website has apparently changed and I'm finding it very difficult to navigate around. I cannot find the email for customer service so I can set up payment arrangements.
Anyone have a clue?
TX!

I was looking for an email for customer service too. I'd rather email them than talk to 20 different people who give 50 different answers. They have no incentive for loyal customers. I went in to upgrade my phone to an Iphone 5. I have unlimited data for many years at a great price and my son does too. So when I went in to upgrade, they told me that it would eliminate my unlimited data price that I've had for years (about 10 years) and have to pay the price it is now, per gig or whatever they call it. They said the old plans are no longer "grandfathered" in when you upgrade. Seriously?! So I did not upgrade my phone. I was with Airtouch Cellular before Verizon took it over. That tells you how long I've had the same number and been a loyal customer (even though I get so frustrated at times).
I'm just too lazy to switch...but now am seriously thinking about it. T-Mobile offers "Loyalty Plans" and gives their customers rebates and credit and FREE upgrade on smartphones. My co-worker got a nice incentive to stay with them for over 5 years. I spoke with Sprint and they were great and offered to keep my price that I've had for unlimited data and same for my son's phone. Now why can't Verizon do that? I only wish the corporate offices would read this to see how frustrated their customers are.

Extremely long "reading" times in media browser

We are running CC2014 on 3 edit systems with a shared 10Gbit 36TB Synology NAS. Each workstation has approximately 12TB of local raid storage as well. We shoot P2 primarily and I have a little over 17TB archived on the Synology. Lately, we have had extremely long "reading" times in Media Browser on all the machines. I don't quite understand how Premiere is indexing and displaying as sometimes the "reading" time is relatively quick, ie. under 10 seconds and then other times it can take 3-5 minutes to display clips within a directory.
My Directory Structure is:
Media
     P2 footage
          (P2 folders/ie. cards are all saved with their shoot dates here)
          Our total archive of P2 footage is around 70 cards.
It appears that when Media Browser is pointed to a P2 Card folder it is indexing the entire "P2 footage directory, ie. all 70 cards", rather than just the individual folder containing 1 P2 card's footage. Ist this the case?
Would I get better read speeds in Media Browser if I organized my P2 footage into more directories, ie. by year and quarter or by year and month?
Really need to know how the indexing works. Does premiere cache preview files for each clip and if so, how long are these previews valid. It seems that when I media browse a new P2 Card/Folder, it has forgotten any previous preview files that have been made and cached.
Any explanation or help would be appreciated.
We have copied large numbers of cards/folders from the Synology to our local raids to see if the latency was due to the network but the results are the same when we media browse on the local raid copies.

We are working on this issue. Could you open a support case and submit your
project so we can have support see if it is fixed in a later release?
br
William Wheeler wrote:
Is anyone experiencing long deploy times using Eclipse with the Portal/XML Beans facets...it takes approx 30 mins to deploy our ear file. The ear contains:
3 large schemas projects (using XML Bean Builder facets)
1 Control util project
1 Portal Web Project
1 Ear Project
3 Util projects
Is there some validation options that can be turned off or other actions to speed this up?
Bill Wheeler

I had backed up my IPhone 4s on iCloud on Jan 19. I am now trying to do another back up but it says the time required is 7 hours. It appears to long a time for 1GB of data stored on the iCloud. Can someone help me please?

I had backed up my IPhone 4s on iCloud on Jan 19. I am now trying to do another back up but it says the time required is 7 hours. It appears to long a time for 1GB of data stored on the iCloud. Can someone help me please?

To be honest, that sounds about right.
For example on my 8Mbps (megbits) down service I get around 0.4Mbps upload. That is the equivalent of (very approximately) 3Mb (megabytes) per minute or 180Mb per hour. Over 7 hours that would be just over 1Gb.
Obviously, it all depends on your connection speed, but that is certainly what I would expect, and that is why I use my computer for backing up, not iCloud. So much quicker.

The start time for SAP service

Experts:
Sometimes I need to know the start time for SAP service at
the NT service panel.
However either the service panel or the event viewer does
not give the service start time.
Is there a file to check above info?
Thanks!

Hi Jenna,
Windows Event Viewer will give you details on how long the service has been running since its startup.
A simple mathematical subraction can give you when the service was started.
Hope this is useful.
Regards,
Deepak Kori

Extremely long hold time for Customer Service

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