Adobe appear to be unable to handle my customer issue - or even talk to me.

[Mike K]

Apparently,  Adobe are unable to process ANY credit card details,    

And it would seem they are unable to have anyone in Australia take a phone call.  I have been trying for nearly a MONTH to get to talk to someone about this and never get to anyone. I leave messages and no one ever calls me back.

There was an issue with my credit card when they went to process my November Creative Cloud payment,   but instead of just trying it again a day or so later as most companies do,  I had to go and update my CC details.  I did that (the details were correct already but I updated them anyway)  and would expect a new attempt at payment in a day or so and all would be well.     NO such luck with Adobe.    I keep getting messages when I open any CC application saying I have xx days to update my details or it will be cancelled.  

I have contacted their support  THREE times - and been assured the issue will be resolved.    I  have been promised that someone from "the appropriate team" will contact me.    No such luck.   I have been assured that my card will be charged within 24 hours and all will be well.   NO such luck.   I have used a new credit card.    That hasnt been charged either.   I have now tried changing the credit card details back to the original card.   Still hasn't charged, therefore my CC subscription is STILL unpaid.   

Now I have only 5 days left before my creative cloud subscription expires and I assume I'll be unable to open my CC applications at all.   

If i can't get to talk to anyone at Adobe on the phone,   multiple contacts to the support centre have come to nothing,   several emails have had no result,  I dont know what choices I have left.

Apart from going to the NSW Department of Fair Trading and complaining,  or taking Adobe to the small claims court,   or exploring the possibility of pirate copies,   what the hell else can I do?    I NEED those applications.

--
Cheers
Mike Kear
Windsor, NSW, Australia
Adobe Certified Advanced ColdFusion Developer
AFP Webworks
http://afpwebworks.com
ColdFusion 9 Enterprise, PHP, ASP, ASP.NET hosting from AUD$15/month

[Andrew Scott]

lol, I find that believable from a Company the size of Adobe.. If it wasn't for Photshop, illustrator and these applications that have been around for 25+ years Adobe would have folded years ago.

Regards,

Andrew Scott

WebSite: http://www.andyscott.id.au/

Google+:  http://plus.google.com/113032480415921517411

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[Dale Fraser]

Mike,

 

I find tweeting @AdobeCare gets great results, give that a try.

 

Regards

Dale Fraser

--

[Mike K]

Thanks Dale.   Who responds then?    Adobe Australia people?   Support people?  Billing people? 

On Fri, Nov 29, 2013 at 2:57 PM, Dale Fraser <da...@fraser.id.au> wrote:

Mike,

 

I find tweeting @AdobeCare gets great results, give that a try.

 

Regards

Dale Fraser

 

[Dale Fraser]

Not sure who,

 

But every time they have resolved my issues, let us know how you go

 

Regards

Dale Fraser

--

[Kai Koenig]

@AdobeCare is Adobe global customer support. They can be a bit hard to deal with, too - but I've seen them successfully helping quite a few people I know myself in the past.

Cheers

Kai

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[Mike K]

Update: 

I had yet another online chat with a support person.   This is the fourth so far.    This time I got quite aggressive with the poor person - he got full blast.    But I managed to get his attention beyond the normal boilerplate phrases they usually use.    ( I believe I'm entitled to be a bit aggressive, because I've been hounding them for nearly a month and had plenty of promises with no result )      He arranged for someone to phone me from the billing department.   When i told him I'd been promised that half a dozen times with no result,  he said he'd make sure I got a call NOW,  while he was still on the chat.   That way we could be sure a resolution happened.    (Good move on his part I think).

Someone called me  and I gave him my credit card details yet again.     I honestly tried to keep my sarcasm and irritated manner to a minimum but I don't think i was very successful.

Now I've just received an email advising me that my Creative cloud membership has been processed.  And it's been extended with 2 months free as compensation for the trouble I've had. 

So I reckon that's a good outcome.   It shouldn't have taken so long to resolve, but I think at last someone there has shown some good sense and instead of giving me assurances and promises,   has actually DONE something about it,  and compensated me for all the hassle they caused.

On Fri, Nov 29, 2013 at 3:12 PM, Kai Koenig <grmb...@gmail.com> wrote:

@AdobeCare is Adobe global customer support. They can be a bit hard to deal with, too - but I've seen them successfully helping quite a few people I know myself in the past.

Cheers

Kai

Thanks Dale.   Who responds then?    Adobe Australia people?   Support people?  Billing people? 

On Fri, Nov 29, 2013 at 2:57 PM, Dale Fraser <da...@fraser.id.au> wrote:

Mike,

 

I find tweeting @AdobeCare gets great results, give that a try.

 

Regards

Dale Fraser

 

[Dale Fraser]

Was that via adobecare on twitter or elsewhere 

Regards

Dale Fraser

--

[Mike K]

Dale,  I went to the Adobe.com web site and went to support.  There is a mechanism there if you hunt hard enough and look long enough to get a live chat to a support person.   You can tell they really dont want you to do it because it's so well hidden and there are disclaimers about how long a wait you might have but it's the only way I've found to get to communicate with an actual person, until your suggestion about using twitter. 

On Fri, Nov 29, 2013 at 3:37 PM, Dale Fraser <da...@fraser.id.au> wrote:

Was that via adobecare on twitter or elsewhere 

Regards

Dale Fraser

[Andrew Scott]

The support on twitter is similar to the support you received, difference is they respond a lot quicker. If they don't have the answer they will get back to you after chasing it up, as with anyone who can forget a quick DM to them will remind them to chase it up for you. A lot of the times it is their own staff that forget to get back to them.

I think my experience is the same as others with the support from twitter, they do bend over backwards to help there.

Regards,

Andrew Scott

WebSite: http://www.andyscott.id.au/

Google+:  http://plus.google.com/113032480415921517411

--

[Mike K]

Thanks Andrew.  I guess if i have a problem I can describe in 140 characters I'll consider joining twitter and using that method in future. 

On Fri, Nov 29, 2013 at 4:01 PM, Andrew Scott <and...@andyscott.id.au> wrote:

The support on twitter is similar to the support you received, difference is they respond a lot quicker. If they don't have the answer they will get back to you after chasing it up, as with anyone who can forget a quick DM to them will remind them to chase it up for you. A lot of the times it is their own staff that forget to get back to them.

I think my experience is the same as others with the support from twitter, they do bend over backwards to help there.

Regards,

Andrew Scott

WebSite: http://www.andyscott.id.au/

Google+:  http://plus.google.com/113032480415921517411

[AJ Mercer]

some one is watching AUS tweets now :-P

Adobe Australia @Adobe_aus

Question 2) When does the special Photoshop Photography Program offer close...? #AdobeQuiz

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Railo Community Manager

[Andrew Scott]

I probably wouldn't just sign up to twitter just for support, it is another option to what you already got.

Regards,

Andrew Scott

WebSite: http://www.andyscott.id.au/

Google+:  http://plus.google.com/113032480415921517411

--

[Darth Guybrush]

Blessed are those encountering the same issue. But for me I am lucky. Using my debit card, yes, but I get recompensed by my employer.

Still waiting to get billed just like you.

 

[Chris Velevitch]

Did try calling 1800 426 570? It's the Adobe Creative Cloud, desktop and consumer products purchase by phone number. See http://www.adobe.com/au/company/contact.html.

Chris
--
Chris Velevitch
Manager - Adobe Platform Users Group, Sydney
m: 0415 469 095
www.apugs.org.au

Adobe Platform Users Group, Sydney
Topic: TBD
Date: Monday, 3rd February
Details and RSVP on http://www.meetup.com/Sydney-Adobe-Platform-User-Group

[Mike K]

It's resolved now, Chris. but no I didnt call the 1800 number, because I was of the understanding that American 1800 numbers arent accessible from Australia.  There was no indication that this was not an American 1800 number.    Have you managed to call it and get an answer?

Cheers
Mike Kear
Windsor, NSW, Australia
Adobe Certified Advanced ColdFusion Developer
AFP Webworks
http://afpwebworks.com

--

[Chris Velevitch]

Mike,

I found the number switching regions on the Adobe website, and yes, that is the Australian Adobe customer service.

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[M@ Bourke]

If Adobe is offering such poor customer service, what product are they offering that you can't do without?

[Mike K]

Nothing and no one is indispensable, Matt.   But i dont want to have to change all my methods.  I just wanted them to process my payment so my creative cloud subscription stayed valid.     I dont think it should have taken nearly a month to get it done.  It's a fairly simple thing to do - re-process a credit card that doesnt pay the first time.    Like a lot of people,  for online transactions, I use a credit card that rarely has any money in it, for security purposes.    I put money in that account to cover transactions that I know are going through.     

Only this time, I cut it a bit fine and there was insufficient funds to cover the CC subscription payment so it bounced.  Now I have spent about 6 hours of otherwise billable time trying to get the problem fixed.    It should have taken no more than 5 minutes to get it fixed.

What a huge workload it would be to find, download, install, configure, learn,  tweak and become fluent with alternative apps for Photoshop,  Fireworks,  Dreamweaver,  Audition,  Bridge,  Lightbox,  Edge,  ColdFusion Builder  - all of which I use almost daily, when all i really wanted was for Adobe to just process my credit card payment. 

However, as I said earlier, it has turned out ok finally - they've given me a couple of months subscription free as compensation for the hassle.   Not exactly the equivalent of 6 hours' billable time but I can live with it.

Cheers
Mike Kear
Windsor, NSW, Australia
Adobe Certified Advanced ColdFusion Developer
AFP Webworks

http://afpwebworks.com