Ongoing customer support issues - accounts related

Hi,
I'm hoping to attract some assistance from an Adobe representative?
We're a web design agency who have a number of software subscriptions and ongoing problems with Adobe billing / customer support. I've spent hours of wasted business hours on the phone and so am trying the forums instead. The last person I spoke to last week, Prabhanjan, abandoned my call after 1hr and 20mins, as he didn't know how to fix the billing issue we have and said he couldn't give me any ref / case number to call back with. Extremely frustrating and very poor customer service.
The series of billing issues we've had over the past 4 months have all been due to errors on Adobe's part and have been a nightmare to resolve. There are no email addresses to contact, so I'm hoping someone might pick this thread up?
The problem that we're currently having is related to vat.
Thanks in advance.

An e-mail address that some people have had luck with is:
[email protected]
Note: That's A-D-B-E-care. not A-D-O-B-E-care
Good luck.
--OB

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Photoshop Photography Program and customer support issue

Hello,
I registered to the usual one app plan membership a couple of days ago (this is the first month). I just now noticed this great deal you are offering, Ps + Lr for 12.50eur / month and I'd like to know how can I switch to it.
I'm waiting for half an hour on the phone on your customer support line and your chat is not working either, stucked at "2 customers in line ahead of you."

Solved, after 40 minutes on hold on the phone. Luckily hangouts has a free plan, because no way I would have stayed on call for so long, from Europe. Chat is still dead in the water.

Customer Support Issue Am getting nothing but excuses (Long) sorry!

I purchased a IdeaCenter K330B in November 2011. I started having issues with it in December. Upon booting the machine, it would go to the splash screen and then the cursor would hang. After leaving the computer for hours, I would come back and find it booted up. I am a full time student so I kept working with the computer until school got out. I called support again in May and was told that I needed to reinstall windows, and they sent me the installation disks, well in the mean time, the computer completely stopped working. Support call again. This time they told me that the hd needed to be replaced and they would send a tech out to replace it.
I was told that the hd would be sent with all software/drivers installed. Wrong the hd had nothing on it. The tech said it did not think it was the hd in the first place. I installed the software as the tech installed the hd and then left.
Fastforward to June, computer randomly shuts down. Lots of BSOD errors. I called support once again. The cs rep got an additude with me when I told him I was not going to send in for repair and that someone needed to come to my house to fixed the blasted thing or I wanted either a refund or a new replacement. He told me they did not do either of the two things and I was stuck.
Finally he told me that a service tech would be at my house on Monday the 25th to replace the motherboard and the memory. I called yesterday to find out why the repair tech did not show up on Monday and was told that they would be in touch with me that day and fix the computer. Once again nothing. This morning I called again and was told that the 4rd party repair company had not even picked up the parts.
Any ideas how to get this fixed. It seems like all I have right now is a boat anchor.
Again thanks for reading and I'm sorry this is a book

Sorry that happened. I know the ques are overwhelmed at the moment, due to Apple's secrecy iOS 6 was not announced ahead of time so now we are all stuck with this problem.
However, the best que for you is the e-mail through iTS. Not only do they specialize in iLife (MAS) but it wouldn't cost you a dime.
iTunes Store Support
http://www.apple.com/emea/support/itunes/contact.html
There is a chance you are not entitled to the iLife from the MAS, but we will see. Don't forget to give them your computer's serial #, or they'll have to end up asking for it anyway.

How to escalate issue if Customer Support refuses to perform iPod nano replacement?

How can I escalate a Customer Support issue?
I got a 1st gen iPod nano (bought it when it came out) which is eligible for the replacement program. The Apple site form told me that the device's serial has already been part of the replacement program, and if this shouldn't be correct, I should contact Customer Support.
I did so, spend an hour on the phone while they checked the issue, and they encountered the same: For some reason, the serial had already been marked as "replaced" in the Apple database. The CS agent promised me to check with the higher-ups and get back to me. After about ten days he sent me an email that despite several attempts he wasn't able to resolve the issue. I sent an email back, stating my displeasure, and asking for a way to escalate my request - no more reply.
Is there a way to escalate CS issues - the only contact Apple gives is CS itself. What about a mail adress where I could sent a letter or similar?
I live in Germany.
Many thanks.

Hello yogzotot,
I agree with deggie, when you call Apple ask to speak with a Sr. Apple advisor. They would be able to work with you on your case.
Things do take time. I wouldn't expect a quick resolution, but at least you would get your concerns documented and you would get the ball rolling. It would be the only way to get something done.
Cordially,
~Julian

WORST CUSTOMER SUPPORT EVER + COMPLAINT

WORST CUSTOMER SUPPORT ISSUE EVER - I purchased an HP Laptop in Sept 2011. I had an issue with my SD card reader and some flickering upon Startup on my screen. I was on the phone with 3 reps only for them to tell me that bc I was calling from a Canadian line, they had to transfer me to a Canadian rep (after I had already spent 50mins with an "American" rep). I called the number that was on my HP Support Assistant. After being transferred to my 4th "Canadian" rep, I asked them to call me back asap on my landline bc my cell phone was dying. Waited 10 mins - NO CALL. Had to charge my phone to use my browser on it bc I was left in the middle of a trouble shooting issue with no access to the internet to then look up a Canadian HP support number. Now on the phone with my 5th HP support rep, had to re-explain my issues with my laptop, he remotely tried to troubleshoot my issues from INDIA (Jon) he says his name is, and still no success. Total time on the phone now with HP 2+ hours. I asked to speak to the supervisor. Put on hold for 20 mins. Then my landline cordless phone DIED. "Jon" calls me back and puts me on hold again but none of my phones have any battery life so I asked numerous times for a box to be sent to me and he kept telling me I had to HOLD for a supervisor in order to authorize for a box to be sent to me. I hung up. I repeatedly told Jon, we attempted all the troubleshooting and driver updates and that I had to get off the phone immediately. WORST EXPERIENCE EVER WITH A CUSTOMER SUPPORT LINE AND STILL NO REMEDY TO MY ISSUES. I don't even know where to send a complaint. My frustrations with this laptop and customer support are through the roof bc I still have no remedy to this issue. {Personal Information Removed} And who knows if a repair box is even going to get sent. This is not a good situation for a grad student dependent on their laptop. All my contact information is in the ticket number. Hope that if someone from HP ever contacts me in regards to this issue will have a quick solution as I have spent more than enough time on the phone with them.

You're a close second in the race for worst experience but I think I win. I purchased my Pavilion on 11/28/11, under Walmart's special return policy eff. 12/26/11. That meant I had until Jan. 10 to return. Didn't even open and register until after Christmas as it was a gift to myself. On the 8th, I encountered some issues, shut down, rebooted later , had the same happen again. Tried twice more and gave up. On the 9th, same problem, finally got a HP # from a neighbor's kid, b/c I couldn't w/o a manual or laptop. Got some iYogi company who checked for viruses, etc and tried to frighten me into buying more spyware. They were actually affiliated w/HP, I found later. After that waste of time, went to my neighbor's again to google a number, got the correct one and began my nightmarishish journey into HP hell. Christina kept me on the phone an hour that night, checking for problems, setting into motion updates which she told me should correct the problem. I told her I was just going to return it the next day but she said to wait, to give them a chance to correct the problems first. She felt sure the updates would do it. Updates ran all night and were still running when I returned from from work the next day! I called tech support and it just got worse from there. In 9 days, I talked / held (for12 hrs&35 min) to 14 reps. Only 5 of were not rude and could be understood, the remainder horrible, absolutely horrible. By wasting my time with these people and allowing them to railroad me with their repeated attempts at recovery, I missed my window of opportunity to return the piece of junk. Oh - the salt in the would was that on the 13th, I spent one hour holding until they finally figured out the HP was having technical problems. The irony....
Anyway, when I discovered I couldn't return it, I thought, surely they will replace it or refund my $$, after all they are the self proclaimed "pc leader". They can't just not replace it or give me a refund, can they? I mean, this is America, that's what you do. Little did I know that they do indeed have in place the dreaded 21 day policy I'd read about in complaint forums. Before I realized this to be true, I accused a couple of tech support staff of stalling while that period expired. They denied it of course, just asking for "another 5 minutes" of my time. Apparently this is part of the "HP process" after all. They hold you, your time and your laptop hostage until they're satisfied that you have no recourse but to allow them to repair it and return to you. Now - I will be stuck with this worthless piece of ****. Whether it works or not after it is returned to me, I don't care. I will buy another and try to sell this on Craig's list. I have no confidence in their product and will NEVER buy another or speak to another HP person as long as I live. I could go on and on about the ludicrous, pathetic service I received because it is almost unbelievable but I'm sure most already know how insanely loathsome it is.
There is only thing that could make me feel better about this experience and wasting my hard earned 359.00. That would be to locate an HP store, taking the piece of trash there and throw at someone, watching it shatter into a million pieces. Unfortunately, I can't even get that satisfaction, as the nearest store is 200 miles away. So instead - I'm going to copy and paste this complaint on every site even remotely related to electronics, including Walmart's, Best Buy, etc. I'm going to email it to all my friends, associates. And then I'll put it on Facebook. I do have a Case Manager # for you though, although I hope that surely by now you don't need it. {Personal Information Removed} Knowing these guys, though, you probably still have no resolution.

HT4009 Purchasing gems on the clash of clans game. It tells me to contact customer support This happens a lot and support takes the block off my account and everything works fine. Looking forward to y'all resolving my issue Ryan Hinger

Purchasing gems on the clash of clans game. It tells me to contact customer support This happens a lot and support takes the block off my account and everything works fine. Looking forward to y'all resolving my issue Ryan Hinger

If you are getting a message to contact iTunes support then only they can help you (these are user-to-user forums, we won't know why you are getting the message) : http://www.apple.com/support/itunes/contact/ - click on Contact iTunes Store Support on the right-hand side of the page

TS1292 Just tried to redeem my 3itunes/App Store gift cards, from family in Canada, my account and usage is in the United States, customer support sent me an email and here I am in this sector, not sure what "form" to fill out. I was told there would be a

Hello, tried to redeem 3 gift cards. After trying the first realized that the cards are from family in Canada and not able to use on my account here in the USA, customer support sent me an email and said to fill out a form that I can not find here, any suggestions?

Hi Katie,
Your best bet would be to contact iTunes Support again. Also, make sure there wasn't an attachment to the email? But if there was not, contact them again and tell them you need to either have the form sent to you or you need to know where you can find it. Here's the link:
https://expresslane.apple.com/Issues.action
Cheers,
GB

Account theft, and customer support is useless

About a month ago my Skype account has been used to send about 10 dollars worth of texts to different Chinese numbers (I only had that much credit left on my Skype). Personally I can miss the 10 bucks, but I was very shocked that the customer support does virtually nothing to help anyone in my situation: I contacted them, they limited my account access, then I had to go trough a couple steps to enable full access to my account again. That cycle literally does nothing. Like I said I can miss 10 dollars, but had it been more money left on my account I would be very disappointed with the limited amount of customer care. And I don't think I'll get any more skype credit. Anyone else who's faced similar incidents?

what exactly does the customer support say or require you to do?
IF YOU FOUND OUR POST USEFUL THEN PLEASE GIVE "KUDOS". IF IT HELPED TO FIX YOUR ISSUE PLEASE MARK IT AS A "SOLUTION" TO HELP OTHERS. THANKS!
ALTERNATIVE SKYPE DOWNLOAD LINKS | HOW TO RECORD SKYPE VIDEO CALLS | HOW TO HANDLE SUSPICIOS CALLS AND MESSAGES
SEE MORE TIPS, TRICKS, TUTORIALS AND UPDATES in
| skypefordummies.blogspot.com |

Hacked Account, Credit Card Fraud, Customer Support Won't Deal With It.

Hello!
I have contacted ''customer support'' twice about my hacked account - answer I have received left me baffled and angry as apparently I have not passed security checks - yet I have passed them when giving the same answers to un-suspend my account!
My account was hacked on the night of 5th July, approx. 3-3.30am on Sunday.
Person who hacked it tried to make continuous purchases (I believe at around 100 pounds in total) using stolen credit cards Visa and Eurocard/Mastercard (Mastercard is still attached to my account as whoever did it just left it there).
They have tried to call numbers in Turks & Caicos and in British Virgin Island.
I have asked ''customer support'' to trace it and deal with it, as in today's day and age it could be terrorist or contract killers using other people's accounts to make their dealings, but both times I was told I have not passed security checks and they won't deal with it.
I do not remember when I've open Skype account, sorry it was years ago.
I also have only 3 contacts on my Skype list from form required 5 (I simply don't need any more).
I have contacted Action Fraud UK in this matter and have made a report. I have report number which I send to ''customer support'' with my second message.
Action Fraud UK have advised me to contact ''customer support'' again and ask again to deal with this unpleasant matter - again ''customer support'' refused.
I am really angry about it and if ''customer support'' (Skype should change their name as they are not supportive nor customer orientated) do not want to deal with it then I would appreciate for someone to close my account as in that case I won't nothing more to do with company who does not take matters like this seriously!
Sincerely
Magdalena

FOR ASSISTANCE WITH ORDERS - iTUNES STORE CUSTOMER SERVICE
For assistance with billing questions or other order inquiries, please refer to our online support page by clicking here: http://www.apple.com/support/itunes/store/. If you cannot find the answers you are seeking in our robust knowledge base, you can contact us by visiting the following URL http://www.apple.com/support/itunes/store/, clicking on the appropriate Customer Service topic, then using the contact button or email form at the bottom of the page. Responses to emails will be provided as soon as possible.
Phone: 800-275-2273 How to reach a live person: Press 0 four times
Hours of Operation: Mon-Fri: 9am-5pm ET
Email: [email protected]
How to report an issue with Your iTunes Store purchase
http://support.apple.com/kb/HT1933
iTunes Purchase Problems: How to Report a Problem to iTunes Support
http://tinyurl.com/7tscpa7
How to Get a Refund from the App Store
http://gizmodo.com/5886683/how-to-get-a-refund-from-the-app-store
Getting Refunds for your iTunes Store Purchases
http://www.labnol.org/software/itunes-app-store-refunds/13838/
Canceling a Digital Subscription
http://gadgetwise.blogs.nytimes.com/2011/10/14/qa-canceling-a-digital-subscripti on/
 Cheers, Tom

Skype account suspended and customer support will ...

My Skype account was suspended by MS without any reason, I am 100% sure I have not violated any terms and conditions or even done anything out of the ordinary with my Skype accout.
I have contacted customer support on multiple occations and they keep telling me to fill out the account recovery form. Every time I do this they email me back saying to fill out the account recovery form if I want to recover my account, so I am stuck in an infinite loop. The customer service representatives don't even seem to be real humans as they just give a canned reply and don't tell me how to fix this issue. There is no phone number to talk to a real human being so I am now stuck without access to my account and Skype has stolen my money since there was credit on the account.
I will never purchase another Microsoft product again if this is how Microsoft treats their customers, I already own both Mac and PCs and I will simply use Mac from now on. Apple would never treat their customers with such distain.
Microsoft, time to own up to your massive failing in this matter and resolve the issue.
The service request number is SRX1267148237ID.

what exactly does the customer support say or require you to do?
IF YOU FOUND OUR POST USEFUL THEN PLEASE GIVE "KUDOS". IF IT HELPED TO FIX YOUR ISSUE PLEASE MARK IT AS A "SOLUTION" TO HELP OTHERS. THANKS!
ALTERNATIVE SKYPE DOWNLOAD LINKS | HOW TO RECORD SKYPE VIDEO CALLS | HOW TO HANDLE SUSPICIOS CALLS AND MESSAGES
SEE MORE TIPS, TRICKS, TUTORIALS AND UPDATES in
| skypefordummies.blogspot.com |

Fraud issue and customer support

I have been sent an email from Skype so say that there was fraudulent activity on my account. I then recovered the account but it says i need to contact customer support. I have tried to specifically contact customer support to sort this out, but there is absolutely no way that I can do this on Skype as they keep sending me round in circles on this site, looking at the same old issues. I follow all the help provided but it does not deal with the fact that I still cannot now use Skype and clearly need to speak to someone to sort this out.
It is very scary to get emails that say 'do not reply....you have fraud committed on your account' - how ridicolous is that? and then to have me clicking all these links around the site to hear the same problems but not get an actual solution. How can I use my account even though I have recovered it and, wisely, removed all my payment details from it?

Same thing is happening to me right now. Someone hacked my account and changed the primary email address and password on the account. Now I can't log in or reset my account. And to top it off, the only way I can "contact" customer service is to log in! I had to create a new account just to send them a message, which they responded to by giving me instructions on how to reset my password.
It seems that Skype is great with taking your money, but when you have an issue, they are nowhere to be found.

Creative Cloud : How to install page error "We are currently experiencing some issues, please try again later. If the problem persists, contact customer support."

I recently purchase a full membership student yearly plan. I was prompted to this page after my payment was confirmed - https://creative.adobe.com/products/download/creative-cloud
However I continue to receive the error "We are currently experiencing some issues, please try again later. If the problem persists, contact customer support."
What is going on here?
Is there another way to access Creative Cloud download and installation?
Thanks.
Robert.

Robertdaw and MyName LOL! please utilize a different web browser. If you continue to face difficulties then I would recommend beginning the installation process through the Creative Cloud Desktop directly. You can find details at Install and update apps - https://helpx.adobe.com/creative-cloud/help/install-apps.html.

"We are currently experiencing some issues, please try again later. If the problem persists, contact customer support" - is anyone else experiencing this and how can I resolve this issue?

I've been trying to download the photoshop free trial for the past three days but instead of installing a message saying "We are currently experiencing some issues, please try again later. If the problem persists, contact customer support" - is anyone else experiencing this and how can I resolve this issue?

try some steps such as changing browsers and turning off your firewall for downloads
or
A chat session where an agent may remotely look inside your computer may help
Creative Cloud chat support (all Creative Cloud customer service issues)
http://helpx.adobe.com/x-productkb/global/service-ccm.html

Customer Support:: it's listed but you can't get it. Where is e-mail support for issue below?

Version:1.0 StartHTML:0000000176 EndHTML:0000003270 StartFragment:0000002398 EndFragment:0000003234 SourceURL:file://localhost/Users/markvega/Desktop/ADOBE%20SUPPORT.doc
I was provided with PDF of contacts but there is no specific contact e-mail for my issue, plus cannot get though to customer support, as usual. The telephone number 0116227746 does not exist. The other links provided on PDF just lead to the same pages I tired before. Still cannot locate e-mail contact address for support issue.
I have a copy of Photoshop CS and Dreamwaver CS3 that I want to sell they are both registered in my name and I want to sell them to allow the buyer to register in his name. I realize that I will have to deactivate the software, however, as I cannot get throght to Adobe (UK) will this prove problematic. It seems there is no e-mail contact for any support in the UK.

In the future, please post your topic once. Posting 20 times with identical content was uncalled for.
And the URL you gave is on your local hard drive, so not too useful to the rest of us.
To answer your question:
Adobe does not have email support, only phone and online chat support, plus these user forums.
http://www.adobe.com/uk/support/contact/

Suspented Account, Customer Support won't help

I am always a very easy going and peaceful person but in this situation I am really frustrated.
To cut things short:
All of a sudden an informal Skype account of mine went off in the middle of a chat actually. I do not keep details of this account as it is associated with a Facebook profile of mine and anyway it's not my basic account.
I contacted Skype Customer Support and among other things I asked why the specific account was suspended, I received no answer whatsoever on that. Instead they got me twice thru a questionnaire procedure where I answered what I could remember.
Eventually I got an email that among other things says:
I understand that you cannot access your account that is linked to Facebook, let me give you the information that you will need to know.
Upon checking on the answers, I am sorry to inform you that it did not match the answers you gave to us during your registration. We cannot verify the account and in that case we cannot assist you further.
We apologized for the inconvenience.
Best regards,
Cherrie B
I need to know what I can do about this. It’s me all right, it’s MY account and further more no explanation was given initially. In the meantime people go on sending me messages there and continue to send friend requests, and there is nothing I can do about it! Despair is the word.
If Skype customer support cannot verify my word on that, can they at least delete the account so that I can create a new one? I need no explanations about Skype privacy statements regarding verification etc, as I already mentioned that it's not my basic account therefore I didn't have any records as I didn’t think that as important and after all I could not predict what has already happened!!!
I will appreciate any help on this and not just a usual answer saying "sorry but this is how things work here". This is MY account created by ME and I did nothing to deserve that in the first place!

No, but.
I think there's not a lot of experience with subscription problems here -- most of us are existing InDesign users and the subscription model is new.
Adobe North America is on vacation all this week. I realize support is mostly in India (InDia?) but that probably doesn't help.
I can't imagine uninstalling and reinstalling is not allowed.
I would download the trial version of InDesign and install that -- it's exactly the same as the regular version, and I imagine the same as the subscription version. With normal licensing, you can install the trial, wait 30 days, and then punch in a valid serial number without having to reinstall. So I imagine that subscription model is somewhat similar, but again, I can't speak with authority.
Anyhow, have you tried the standard solutions linked from the main forum page?
Trash, Replace, Reset, or Restore the application Preferences: http://forums.adobe.com/thread/526990
Clean corrupt files by exporting to Interchange Format (.idml): http://forums.adobe.com/thread/526991
Best of luck.

Ongoing customer support issues - accounts related

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