Photoshop: Tech Support Problems (Long hold, hours of operation aren't enough, poor experience, etc)

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  • Updated 6 years ago
  • (Edited)
I love the Adobe products, but your customer support SUCKS! Seriously, hire some more people! I've been on hold for over an hour!!! AND the support place is about to close, without talking to me? You aren't THAT good!!!!!
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JoAnnaM

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Posted 8 years ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Official Response
Hi Joanna,

Sorry you're having difficulty. Is there a specific problem we can help you with? If you want I can send you a direct message through Facebook if it's an issue that involves personal information (product serial numbers, etc).

For other users seeking support, here's some info that may help:

For how-to questions and most issues related to product use, they can be easily solved by searching this feedback site, or visiting our user to user forums which are frequented by members of the product development team as well as other passionate users willing to share their expertise and experience:

Photoshop User Forums
Lightroom User Forums
Photoshop Elements User Forums
Premiere Elements User Forums
Bridge User Forums
Camera Raw User Forums

If you do have to contact Adobe directly for issues related to product orders, installation and activation, it's important that users direct their support issues to the right department to avoid hold times/transfers.

I recommend creating a support case on Adobe.com if you prefer getting support through email/electronic communication.

If you do need to call Adobe, I recommend using the pop-ups found on the Contact Page as an easy way to accomplish this. You will be given the option of Live Chat (if available) or a phone support through this contact method.

If you call and do encounter a long hold time, you can request a callback from the first available agent. Or you can simply schedule a callback for a more convenient time.
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Mark McIntosh

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I ended up cancelling my subscription all together. It took 2 months to have no solutions. I did the callback thing, but no one knew what they were doing and I couldn't understand them. I had one lady ask why I waited 2 weeks to get help, to which I stated that it took 2 weeks to get someone on the phone! I was hung up on several times, because tech support closed while I was still on hold. I work for a living and don't have the luxury to sit on hold with Adobe for hours on end! I pray another company comes along who can produce the same type of products, because I would jump ship in a heart beat! Someone earlier mentioned that the sales staff are in the US while tech support is in India. That is a classless move. It is hard enough to hear and understand someone on a phone without having to translate what they are trying to say. It shows me a lot when a company doesn't care enough for a customer to offer them true help when needed. You lost my business and I will just suffer through my older products for as long as I can, because I don't see myself spending one more dime on another Adobe Product, God forbid!
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IainK

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Your customer service and technical support is APPALLING!! I have had nothing but complications with my order and getting support! I love your software and what it can do, I would take a serious look at your call centre practices! SERIOUSLY FRUSTRATED!!

This reply was created from a merged topic originally titled
Customer Service and Technical Support Appalling.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Lain, We'd be happy to get you straightened out. Do you have a case # we can reference?
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Donald McGowan

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ADOBE CUSTOMER SERVICE SUCKS!!!!! :
Your Customer Service Stinks to High Heaven! I called and asked a question to 3 different people and finally asked the question, are you in the USA? He said no and we have call centers in India and in the Philippines. I hung up the phone because all three of them never used Photoshop CS5.5 and each person except the first person I talked to was supposedly knowledgeable of the question I asked. I hung up and my coworker laughed at my conversation she was overhearing. She said by law they are supposed to transfer you to a US CSR site if you request. I called again and asked that and the person from India would not transfer me, instead wanted to know all the details I wasted 25 min with the other 3 stooges and wanted me to be transferred AGAIN to a manager. I said I want to talk to someone in the US and he said that is not possible because I can't transfer you there. I had to ask him twice for Adobe Corporate Number to talk to someone which is 1-408-536-6000 BTW, and Virginia who answered didn't know who to transfer me to about my question. I didn't have a name at Adobe so I was put on hold again. She told me I might be transferred out of the country again when she came back... Well a man with a Philippine accent answered and who didn't really solve my problem either. What a waste of Fracking Time!!!!! All I wanted to know will Photoshop 5.5 Extended made compound shapes for making 3-D objects like a Automobile, since the Adobe TV lesson shows a car but does not tell you where it came from? That's all! Excuses I got were, did you watch Adobe TV and and Linda.com? "YES" I wish a manual came with CS5 like what I use to get when I bought a Adobe program 10 plus years ago. I just upgraded and it is a huge jump from CS2 to CS5 to comprehend while I have to get work done here at work! WHAT A JOKE!!!

This reply was created from a merged topic originally titled
ADOBE SUCKS!.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Donald,

Sorry you had a poor experience.

The car from the tutorial was created in a 3D application and imported into Photoshop Extended. Photoshop's ability to create 3D objects is less powerful than 3D modeling application. It's functionality is more designed for texturing/painting and compositing the 3D objects in photographic scenes. If you have other questions about 3D functionality feel free to post them on this site and I'll have the someone from the engineering team help answer them.

The manual is available in searchable, electronic formats:

Using Adobe Photoshop CS5 - This HTML version is updated regularly and provides a mechanism to provide feedback or clarification on help topics.

Using Adobe Photoshop CS5 - This PDF version is static and doesn't receive the same updates and doesn't have the ability provide feedback or clarification on help topics - it is provided to users who prefer PDF format.

If you have an deeper interest in 3D, Zorana, Pete and Daniel have a book and iPad companion app called "3D in Photoshop: The Ultimate Guide for 3D professionals"
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Donald McGowan

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Thanks Jeffery.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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I'm sending you an emailing directly as well. You should see it shortly.
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W.S.Becket

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The most depressing thing in the world of IT is the consistent failure of Adobe to answer a telephone. For no obvious reason Photoshop CS5 seems to have developed a bug giving a message that defies comprehension. Since lunchtime yesterday I have spend over 90 minutes waiting for someone to answer a telephone. Hardly an incentive to buy CS6 when it comesout.

This reply was created from a merged topic originally titled
Telephones.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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See the info above about ways to get questions answered more efficiently, schedule a callback, or create a web case. Can you post the details of your question/problem in a new topic so we can try and answer/solve it for you?
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Mark McIntosh

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That doesn't solve the problem that the people trying to help can barely speak English! I cancelled my subscription, because after trying for 2 months to reach someone who knew ANYTHING, I still couldn't get help. I am stuck using a product that is super old, but it is far more superior to the customer "lack of Service" Adobe provides. You own the market for this type of software and it would do your company a lot of good to focus on the customer service side. Bring back call support to the US! I shouldn't have to learn another language to get help on a product that I'm paying thousands of dollars for!!!
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Mark, I'm sorry you had a poor experience. Shoot me an email at jtranber at adobe dot com and I can look at your issue and see what we can do to make it right.
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Lori Martin

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I called the customer service line and the gentleman on the other end was very unwilling to help me with my issue, the connection was horrible, and at the end of the conversation I was hung up on. Not very good customer service at all for being on hold for 30 mins just to speak to someone!

This reply was created from a merged topic originally titled
Poor Customer Service.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Lori,

See the info above about ways to get questions answered more efficiently, schedule a callback, or create a web case. Can you post the details of your question/problem in a new topic so we can try and answer/solve it for you?
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STEVE LARSON

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I called customer service and was passed around for over an hour, sent to the wrong department (acrobat instead of photoshop) had my name mispronounced, misspelled (3x by the same person btw..each time I patiently corrected them), to be told, after that 1 + hour that our company hadn't purchased a service agreement when we purchased our multi-license ... (honestly) if the first person had asked or stated that I would need to have that info known and on hand or that they needed that first, I could have saved that hour +, helped my own customers, and posted here for some help. It is insulting to have to deal with such ridiculous and poor customer "service". I use that term VERY loosely.
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nina scherenberg

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I see quite a few answers from employees here, trying to smooth over the waters...
You guys should realized - we give feedback here not to rant at somebody but because we hope that you will take it as an incentive to improve where you are lacking!
Your product is wonderful!
Even the best products have problems.
You need to create a better way for your customers (who are paying seriously good money to use said products) to get the help they deserve.
I have had to deal with your customer service numerous times and it was horrible every single time. If you have to employ people in India or the Philippines, at least assure that they speak proper English and have in-depth product knowledge!
The last two times I called for support, I could barely understand the gentleman I talked to because his Indian accent was so thick and his English broken.
Also: Every time you call about the same issue, it doesn't seem to matter that you've already been on the phone for hours, explained your problem and gone through the first-level steps to fix it with somebody else - every new representative is acting like you never called before and makes you jump the same hurdles over again!
There must be a way to put the information from a call into your case file so the next representative doesn't treat you like an idiot all over again, no?
And by the way - I think it's somewhat sad that if you call your sales department, you get to talk to the US... but once you've purchased the product, your problems get farmed out to India. Paints a pretty two-sided picture, don't you think?
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STEVE LARSON

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I agree with you Nina. I believe Quark's customer service, and their total inability to listen to the advice and suggestions from its user base were what brought on its demise as the #1 program used for page make up.
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W.S.Becket

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If anyone in my company dealt with customers the way Adobe do, I would sack them on the spot.
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MICHAEL VAN SPLINTER

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how can you get help for operational problems with out going thru the philippines. when I call I just get transfered around, this took place three times total of 81 mins this service SUCKSI am running new windows and photoshop ele. 8

This reply was created from a merged topic originally titled
customer service is un satisfactory how else can I get the service I Paid for..
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MICHAEL VAN SPLINTER

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Is your question about using one of the Photoshop Family of products? You can create a new topic here and we can help answer your questions.
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Photoshop FAQ, Official Rep

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Dear Adobe Gripe #15358

"Been on hold for over 2 hours... Please answer the phone..."
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doug ashmore

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for the record your customer service is absolutely the worst service I have experienced in my 66 years on this planet. I was having trouble with elements 10 and to facilitate correcting since I could not receive timely assistance was to update to elements 11. Now with trouble I call your service line and am tole "by a recording" that the wait time is 42 minutes to 62 minutes. With this type of service your business will only go down as no one is willing to tolerate such poor service.

This reply was created from a merged topic originally titled
PS customer service quality.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Sorry you hit long wait times. You can schedule a call back, or post a new topic with the question or problem you're having and we'll be happy to help you.
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yousif

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Problem to writing texts in my language Adobe Touch for phones

Oh my god your program doesn't support writing texts in my language guys please help me why doesn't support writing in Arabic i lost my money please help me to solve this Texts writing problem in my language add update in apple store for this software to support writing in other languages