How to complain to Adobe?

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  • Updated 3 months ago
Why don't Adobe publish a customer complaints email address or telephone number? I presume it's because they would be unable to cope with the volume. Please send the details (the last agent I contacted promised to send it but 'forgot'.
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Ian Ackerley

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Posted 5 years ago

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David, Official Rep

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Hi Ian,

You can log comments on this website and they are read by various product team members as well as our Community Mangers. It would be helpful to indicate which application your comments refer to.

Thanks,
David
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Nathan Alterman

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Tonight at 2 AM EST I started up my copy of Elements 12. I have had it for more than a few months - abt 45 days prior to 13 being released.

When I started it, I was told it was not licensed. When I logged into my account, the product and s# were not listed.

So wonderful support person on Chat was useless at tellling my what happened - only asked foolish questions. What the heck happened and why did it happen? What if I was on the road and I didn't have my software package with me? What would I have done then? Is there anyone who can make any sense out of this and tell me what the heck happened? This having to stay logged in is absolute idiocy.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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This is a great conversation that's separate from the main one, so I created a new conversation to continue the discussion.

Please reference the new conversation here: Elements 12: Software says not licensed after I previously licensed
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Huong Giap

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I agree with ALL of the complaint comments.  I AM SO beyond UPSET with this company.  Unfortunately, I can't dispute the charge, since I purchased the product almost six months ago.  CAN'T GET ANY HELP.  CALL the 800 number many times, and had to wait.  So decided to leave a number for them to call me back.  I did get a call, but as soon as I picked up, it got disconnected.  UNBELIEVABLE.  ADOBE COMPANY, THIS MESSAGE IS FOR YOU.  I WILL MAKE SURE THAT YOUR COMPANY IS NOT GOING TO AUTOMATICALLY RENEW MY SUBSCRIPTION, WHICH WILL BE ON 1/31/2018.
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Donald Bryce

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I have been waiting 2 years for a follow up from an agent that Jeffrey Chanberry promised.
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Donald Bryce

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Adobe now acting like Microsoft. Hiding behind the internet. Afraid to answer complaints.
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Donald Bryce

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And the chat agents are the rudest most unhelpful shower I have ever come across.
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Chris Cox

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Yeah, all of the forums and support channels are access to Adobe.
And if the chat agents are rude and unhelpful - then we'll need more information to track down which chat agents are not behaving as they should (case number would be best).
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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I've asked an agent to follow up with you.
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Donald Bryce

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All the channels are confusing(deliberately so), and do not offer the slightest help. And if you can point out an address on the site, for making complaints, please do so. I thought that the freedom of information law, contained a clause that companies must have a clear and PROMINENT method of complaint. I.E. An address, telephone number or email contact address, displayed PROMINENTLY on any textual content from that company. NOT AVAILABLE ON ADOBE SITES.
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Donald Bryce

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To Jeff Chanberry, I am still waiting , after 2 years for the alleged follow up by an agent.
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sky simone

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I am pretty upset with Adobe
First of all, I have paid $1600 for Photoshop and upgrades between 2010 and 2012..
I have CS6

Now Adobe are giving it away for $10 per month!
If I had been paying $10 per month since 2010 I would have only paid $720 to date... that's less than half of what I have paid.

I have attempted to complain, and the live support agent kept telling me that Adobe didn't take complaints. I said I wanted the situation escalated to a manager, and they said no, that doesn't happen.

2 hours later I'm still on chat and have been transferred to three people.
Somehow my 4 adobe serials have ended up on 4 different emails, 2 of which I don't even know, because I don't have the emails anymore, and Adobe have told me previously that consolidating different serials on different emails to one was not possible. This is silly, my name and personal information on each would be the same.

2 hours later I am explaining over and over to staff who keep asking me questions I already answered... "What is your Adobe ID" - I just told you that I don't know, when I pasted my 4 serials to you and told you 2 of them I didn't know the email Adobe ID!!!!!!!!!!!!

Then this actually happened *facepalm*

I really wish this was a joke..
you: at 3:05:40
Is there anywhere I can read the actual 'end user agreement' for my previously purchased PS?
Annice: at 3:07:22
Could you please confirm which version of Photoshop you are using?
you: at 3:08:57
Well I bought Elements 7 in 2009, upgraded to CS4 '09, then upgraded in '12 to CS6, so technically I have all 3
Annice: at 3:09:20
The End user license Agreement is same for all the version.
you: at 3:10:31
lol then why did you ask me what version I had?

I said I wanted to escalate to a complaint, and they told me they don't take complaints!!!!!!!!!!!!

I was transferred twice, and each person I spoke to would ask me questions that I had already answered
"What is your Adobe ID?"
"I just pasted it 2 minutes ago to you"
Really upset!

I feel like Adobe have stolen thousands from me, and now they're giving it away to the cheapskates for $10 who probably pirated it before!
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Lori Lockhart Bucci

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How's this for amazing customer service? The first chat agent agreed to delete my account because I was being charged for multiple accounts without reason...i asked for all that were associated with that credit card to be canceled and refunded, which he agreed to.  He claimed to have canceled all, but transferred me to a "specialist" for the refund.  Specialist asked for my email I.D. and of course says it doesn't exists and cannot help me because he can't locate my account.  Can he/she not read the  transcript from the previous chat agents that passed me around?  I am furious and plan to file fraud changes.  Horrible, horrible customer service-I'm done forever despite being a customer for many years.  PS.  I plan to get my money back whether you assist me or not, Adobe!!!
(Edited)
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Patti Hendrix

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Adobe does not know the meaning of customer service.  They make it very impersonal and when you finally get to a live person you get transferred or given different numbers to call.  So far I've had 4 different people while trying to research how to PURCHASE some Adobe products.  I would like to do my due diligence prior to purchasing to make sure their products meet our business needs.  You can't get specific answers online so I thought I'd go to sales.  Certainly they would be more than willing to speak to me about their products to secure a business account.  So I dialed an 800 number, got sales and they stated they wouldn't be the people to talk to and transferred me to a different department (at a different number).  After going through the entire spiel again, that department, who I could barely understand, stated they were not the people and directed me to another department.  I called that number (it was the same number they were at but they didn't know or think to transfer me) said they were not the people and that I needed to call sales.  Full circle.  Now I have been on hold for over 20 minutes and still no answer.  Adobe I really don't know how you make sales.  It astounds me the lack of concern for these issues that have been published here and your total lack of customer service.  I guess we will look elsewhere for a solution to our needs.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Sorry you're having trouble. What specific questions do you have?

There's a thread here on which product is right for me: http://feedback.photoshop.com/photoshop_family/topics/which-version-of-photoshop-should-i-buy

We also provide free trials for you to download the software to evaluate it for your needs.
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Lisa Rifkin

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Im having a hell ish time with Adobe support -- 
ADOBE IS THE GREAT PRODUCT BUT TERRIBLE SUPPORT AND A DYSFUCTIONAL ADJUSTMENT TURNAROUND TIME:
HERE ARE THE ISSUES -- WHICH MANY OTHERS HAVE ALSO HAD PROBLEMS WITH.

1. NO CAPTIONS IN PORTFOLIO MEANS UNPROFESSIONAL SITE. THIS IS REDICULOUS. THE WORK AROUND IS NOT KNOWN BY ADOBE SUPPORT IN 25 DIFFERENT OCCASSIONS WHEN I REACHED OUT TO THEM -- 
2. GLITICHES IN PORTFOLIO. --- I CAN NOT UPLOAD FILES EASILY FROM PS -- THEY DISSAPEAR UNLESS THEY ARE UPLOADED IN FULL GRID -- I CAN NOT UPLOAD 1 IMAGE AT A TIME. BTW IF YOU UPLOAD 1 IMAGE AT A TIME YOU CAN ADD CAPTIONS! OF COURSE THIS DOES NOT SOLVE THE PROPBLEM OF CAPTIONS SINCE YOU DO NOT WANT TO SPEND DOZENS OF HOURS UPLOADING 300 IMAGES 1 AT A TIME IN ORDER TO GET YOUR CAPTIONS.
3. A RECENT ISSUE WITH PASSWORD PROTECTION -- THE PASSWORDS WERE NOT FUNCTIONING --- INSTEAD THE PAGES SIMPLY APPEARED AND WERE NOT PASSWORD PROTECTED. WHILE IT TOOK ME ON MY SIDE 1 DAY,  TO FIGURE OUT THAT -- COOKIES-- WAS THE ISSUE ON AN INDIVIDUAL COMPUTER, ADOBE 'SUPPORT' IS NOW TAKING MONHTS -- AND STILL HAS NOT FIGURED OUT THE ISSUE -- INSTEAD THEY TOLD ME: 'YOU HAVE TO PLUG IN THE CORRESPONDING PASSWORDS TO EACH OF THE 5 PAGES WHICH ARE PASSWORD PROTECTED!!! -- DO THEY THINK WE ARE SO DUMB? NO THEY JUST DONT KNOW WHAT TO SAY AND WHAT TO DO AND HOW TO OPERATE THE SUPPORT.
4. AND MOST IMPORTANTL;Y -- ADOBE HAS GREAT FOLKS WORKING FOR THEM AND SUCH POTENTIAL IN THE PLATFORMS -- I AM SO THANKFUL EVEN AS I AM SO UPSET ABOUT NOT RECEIVING THE SUPPORT NEEDED.

THE SUPPORT IS NOT FUNCTIONING IN A TIMELY AND PROFESSIONAL MANNER. THE COMMUNICATIONS BARRIERS WITH EMAIL ONLY SUPPORT ARE TOO SUBSTANTIAL. THERE IS NO WAY THROUGH THESE IN A TIMELY AND PRACTICAL MANNER. 

EVEN WHEN SPEAKING TO PS SUPPORT OR LR -- 1 OUT OF 10 SUPPORT PERSONAL KNOWS -- THE REST -- I DO NOT KNOW WHAT THEY ARE DOING??? THEY SEEM TO BE LEARNING ON THE JOB -- AT THE CUSTOMERS EXPENSE. BUT THE CUSTOMER IS A PROFESSIONAL ARTIST AND NEEDS SUPPORT IMMEDATELY AND URGENTLY TO MAKE A DEADLINE, FILL PRODUTION NEEDS, MAKE A LIVING.

ADOBE SHOULD 
A. INVEST MORE IN SUPPORT SINCE WE ARE PAYING FOR SUPPORT MONTHY AND YEARLY.
B. PUT TOGETHER A CORSSSECTION OF CUSTOMERS, SUPPORT PERSONELL, EXECUTIVES AND MANAGERS, CUSTOMER SERVICE REPS - (BUT INCLDUE THE PROFESSIONAL CUSTOMER BASE!!!) -- TO INVESTIGATE THE MAJOR CONCERNS AND FIX THE PROBLEMS WHICH BEGIN TO OUTWEIGH THE GREAT POTENTIAL OF ADOBE.

WHO CAN WASTE 10 - 20 HOURS TRYING TO COMMUNICATE, TRYING TO FIGURE A SNARLY ISSUE OUT -- WHEN THE SUPPORT TEAM MAY NOT KNOW THE PLATFORM IN ENOUGH DEBTH TO HELP; WHEN THE PROS ARE OPERATING UNDER DEADLINE; WHEN THE ISSUE IS SO SIMPLE AND SHOULD BE EASILY HANDELED EXCEPT THE COMMUNICATIONS OPERATION IS COMPLETELY DYSFUNCTIONAL.

COME ON -- STOP PUTTING US INTO "SOCIAL ORGANIZATIONS" CALLED FORUMS AND START SUPPORTING PROFESSIONAL URGENT TECHNICAL ISSUES. FIX ENGINEERING AND PROGRAMING ISSUES -- LISTEN TO THE MOST URGENT NEEDS NOT WITHIN A 5 YEAR FRAMEWORK BUT WITHIN A 6 MONTH FRAMEWORK. 

CAPTIONS IN A SITE FOR ARTISTS AND DESIGNERS AND PHOTOGRAPHERS IS A NECESSITY -- 
ONE IMAGE AT A TIME MUST GO AND NOT DISSAPEAR. (GLITCHES REPORTED MUST BE FIXED IMMEDATELY) 
AND MOST OF ALL -- SUPPORT NEEDS TO TAKE RESPONSIBILITY -- NOT WITH AN APOLOGY BUT WITH AN IMMEDATE AMMENDMENT OF THE PROBLEM. WE NEED MORE HIGHLY TRAINED AND EXPERT TECHNICAL SUPPORT AND OVERSITE FROM EXECUTIVES WHO ARE FOCUSED ON THIS SEGMENT OF ADOBE.

ADOBE LIKE OTHER TECH COMPANIES MUST INVEST MORE IN SUPPORT AND THEIR LABOR FORCE.

DOGSTARE
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Guzzi Koo

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It's so annoying it has lots of small problems which is very inconvenient when I use Adobe Premiere pro. we pay a lot for the programs but it's never perfect. I know there is only Adobe to use mostly and there is many reasons need to use Adobe apps but they need to reduce price or have to make sure it doesn't have any problems! hundreds of time during using the App, the space bar is not working (my new MacBook Pro has been only two months and I checked already for it and it is the problem on Adobe app) and many many many times it's stoped and has sown green screen when I'm editing subtitles even my video work is not so heavy! that's ridiculous!!!! I'm super upset about it. 
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XX X

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Adobe sucks !