The main recent issue is that the only support people at adobe that care are a bunch of indian outsourcers but they dont have any real authority.
They overcharged my cc subscription (which was an update from cs5) at full rate then cut me off - fixed it (but it wasnt) three or four times and in each case they found and resolution tried to execute it and found they werent allowed. Their solution was me to take 3 months overcharging as a neccesary evil for them to restore me on the upgrade subscription rate. After 20 odd emails nearly a dozen phonecalls and half a dozen im chats - they won and got to keep nearly 100 bucks. I guess there is no encouragement in that solution to providing a reasonable level of support ;) d On 30 November 2013 12:24, <[email protected]> wrote: > Today's Topic Summary > > Group: http://groups.google.com/group/cfaussie/topics > > - Adobe appear to be unable to handle my customer issue - or even talk > to me. <#142a69bbb6578d11_group_thread_0> [14 Updates] > > Adobe appear to be unable to handle my customer issue - or even talk to > me. <http://groups.google.com/group/cfaussie/t/ed125f2151a3593b> > > Mike K <[email protected]> Nov 29 01:25PM +1100 > > 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 <[email protected]> Nov 29 01:32PM +1100 > > 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 > > > > > > > > Dale Fraser <[email protected]> Nov 29 02:57PM +1100 > > Mike, > > > > I find tweeting @AdobeCare gets great results, give that a try. > > > > Regards > > Dale Fraser > > > > From: [email protected] [mailto:[email protected]] On > Behalf > Of Mike K > Sent: Friday, 29 November 2013 1:26 PM > To: cfaussie > Subject: [cfaussie] Adobe appear to be unable to handle my customer > issue - > or even talk to me. > > > > 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 <http://ASP.NET> hosting > from > AUD$15/month > > -- > You received this message because you are subscribed to the Google > Groups > "cfaussie" group. > To unsubscribe from this group and stop receiving emails from it, send > an > email to [email protected]. > To post to this group, send email to [email protected]. > Visit this group at http://groups.google.com/group/cfaussie. > For more options, visit https://groups.google.com/groups/opt_out. > > > > > Mike K <[email protected]> Nov 29 03:08PM +1100 > > Thanks Dale. Who responds then? Adobe Australia people? Support > people? Billing people? > > > > > > Regards > > > Dale Fraser > > > -- > 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 > > > > > Dale Fraser <[email protected]> Nov 29 03:08PM +1100 > > Not sure who, > > > > But every time they have resolved my issues, let us know how you go > > > > Regards > > Dale Fraser > > > > From: [email protected] [mailto:[email protected]] On > Behalf > Of Mike K > Sent: Friday, 29 November 2013 3:08 PM > To: cfaussie > Subject: Re: [cfaussie] Adobe appear to be unable to handle my customer > issue - or even talk to me. > > > > Thanks Dale. Who responds then? Adobe Australia people? Support > people? Billing people? > > > > > > On Fri, Nov 29, 2013 at 2:57 PM, Dale Fraser <[email protected] > <mailto:[email protected]> > wrote: > > Mike, > > > > I find tweeting @AdobeCare gets great results, give that a try. > > > > Regards > > Dale Fraser > > > > > > -- > Cheers > Mike Kear > Windsor, NSW, Australia > Adobe Certified Advanced ColdFusion Developer > AFP Webworks > http://afpwebworks.com > ColdFusion 9 Enterprise, PHP, ASP, ASP.NET <http://ASP.NET> hosting > from > AUD$15/month > > -- > You received this message because you are subscribed to the Google > Groups > "cfaussie" group. > To unsubscribe from this group and stop receiving emails from it, send > an > email to [email protected] > <mailto:[email protected]> . > To post to this group, send email to [email protected] > <mailto:[email protected]> . > Visit this group at http://groups.google.com/group/cfaussie. > For more options, visit https://groups.google.com/groups/opt_out. > > > > > Kai Koenig <[email protected]> Nov 29 05:12PM +1300 > > @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 > > > > -- > Kai Koenig - Ventego Creative Ltd > ph: +64 4 889 3626 - mob: +64 21 928 365 / +61 435 179 091 > web: http://www.ventego-creative.co.nz > > Blog in Black: http://www.bloginblack.de > 2DDU Podcast: http://www.2ddu.com/ > Twitter: @AgentK > -- > > > > > Mike K <[email protected]> Nov 29 03:25PM +1100 > > 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. > > > > > >> Dale Fraser > > 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 > > > > > Dale Fraser <[email protected]> Nov 29 03:37PM +1100 > > Was that via adobecare on twitter or elsewhere > > Regards > Dale Fraser > > > On 29 Nov 2013, at 3:25 pm, "Mike K" <[email protected]> wrote: > > 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. > > > > > >>> Regards > > >>> Dale Fraser > > 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 > -- > You received this message because you are subscribed to the Google > Groups "cfaussie" group. > To unsubscribe from this group and stop receiving emails from it, send > an email to [email protected]. > To post to this group, send email to [email protected]. > Visit this group at http://groups.google.com/group/cfaussie. > For more options, visit https://groups.google.com/groups/opt_out. > > > > > Mike K <[email protected]> Nov 29 03:55PM +1100 > > 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. > > > > > Regards > > Dale Fraser > > > 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 <[email protected]> Nov 29 04:01PM +1100 > > 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 <[email protected]> Nov 29 04:15PM +1100 > > 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. > > > > > > Andrew Scott > > WebSite: http://www.andyscott.id.au/ > > Google+: http://plus.google.com/113032480415921517411 > > 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 > > > > > AJ Mercer <[email protected]> Nov 29 01:17PM +0800 > > some one is watching AUS tweets now :-P > > *Adobe Australia* @Adobe_aus > <http://twitter.com/Adobe_aus> > > Question 2) When does the special Photoshop Photography Program offer > close...? #AdobeQuiz <http://twitter.com/search?q=%23AdobeQuiz> > > > > > > -- > > *AJ Mercer* > <webonix:net strength="Industrial" /> <http://webonix.net> | > <webonix:org > community="Open" /> <http://webonix.org> > http://twitter.com/webonix > Railo Community Manager < > http://www.getrailo.org/index.cfm/community/team/> > > > > > Andrew Scott <[email protected]> Nov 29 04:37PM +1100 > > 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 <[email protected]> Nov 29 06:14AM -0800 > > > > 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. > > > > -- > You received this message because you are subscribed to the Google Groups > "cfaussie" group. > To unsubscribe from this group and stop receiving emails from it, send an > email to [email protected]. > To post to this group, send email to [email protected]. > Visit this group at http://groups.google.com/group/cfaussie. > For more options, visit https://groups.google.com/groups/opt_out. > -- You received this message because you are subscribed to the Google Groups "cfaussie" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at http://groups.google.com/group/cfaussie. For more options, visit https://groups.google.com/groups/opt_out.
