Adobe Complaints Continued... (Page 2)

123+ reviews added so far. Upset? Call Adobe corporate: 408-536-6000
20

A validation keeps coming up saying "Please connect your computer to the internet" On hold for over an hour just to tell someone what is initially going on. They have worse customer service than Microsoft. At lease I get a response on the phone with in 10-15 mins with them.

20

A number of years ago I purchased Lightroom 1 (Serial Number 1160-4306-9299-8671-1500-0658). As time went by, I was offered free upgrades and was running 3.6. Now I have a new machine and, when I tried to install 3.6, the serial number was rejected. In contacting support, I was finally told that I only had the right to install 1.4. The effect of this is that have effectively lost everything since 1.4 doesn't recognize my catalog which evolved to 3.6 format.

It is beyond me why I was able to upgrade on the old machine but have to revert to 1.4 on the new. The idea of having to rebuild everything is abhorrent to me, and I would probably buy software elsewhere rather than do that. This could all be rectified if I were authorized to upgrade to the same level as on the machine that I have been running the software for years.

40

Briefly - bought Photoshop Elements 13 2 days ago, couldn't download, tried 3 times, found no phone support, waited an hour (twice) for "chat" support, gave up, fed up. I want to speak to someone. An impossibility. I actually want to return it, but don't know how to. Honestly, I expected more.

40

I ordered an Adobe product in 2013, and I paid it by my visa card. I make many payments on this credit card and I don't notice the fine details. Recently, I added an alert for each time the card is used, so I receive a notice by email. Today, I received an email of a purchase of an item of $29.34 (Canadian Dollars) made today. I was surprised because I am on business trip overseas and I have not used that card for more than a week. I checked with the my Credit Card Customer Service (Scotiabank-Visa), they informed me it was Adobe who made they payment, and that was repeated on the same day in 2014 and 2015, even I was not purchasing anything. This is not an acceptable practice. I made an arrangement with my credit card provider to stop any future payment like this to Adobe, and I request that I have a refund for this repeated charges.

20

Shockingly appalling customer service provided by Adobe!!!! It is very obvious that there is no visible complaints procedure provided by Adobe which only goes to show the lack of professionalism provided by this company. I really hope that this is the way to file complaints through to Adobe systems inc. So by human error, i purchased a monthly cloud subscription but it was registered to the wrong email address (I simply entered .com at the end of the email rather than .co.uk). This I am sure is a very common mistake made by many and should be easily rectified. However, Adobe regardless of me verifying my email address (which i have no access too) proceeded to take the payment from the card to the tune of £57.17. This should NOT have happened when the email address has not been verified!! Anyway, as this is a company expense i need a VAT invoice. This i learnt i could only get through accessing my adobe ID which i cannot get access too as i have no access to this email address. So after ringing up three times now to which i have waited on average 12 minutes to get through to a person i am told that they cannot send me the invoice to an alternative email address. WHY? Again there should always be a back-up email when creating an adobe ID for when situations like this occur and for security reasons. They suggested that i cancel the subscription, set up a new one with the correct email address, however this still doesn't solve my problem as to needing the VAT invoice for the first subscription payment. So i was told that i can get a refund on my monthly subscription. I get transferred through to the sales department to then be told that i couldn't get a refund on a monthly subscription as per their T&C's!! This 1 call alone has taken 40 minutes! Most of it was spent spelling out my name and email address several times. No offer was made to post the invoice to the registered address. So now i will make another 40 minute call just to find out if they will post the invoice to the address. If they cannot do that then this will have to go through to a higher authority. This is all because of a simple VAT invoice that is needed and can be done simply with a click of a button. I will NEVER subscribe to adobe products again!

40

This company, Adobe, makes it virtually impossible to cancel their products. I have e-mailed, spent time on their chat line with one of their representatives, tried to call (good luck). Today I get a bright cheery e-mail telling me I don't have an account with them (or at least the account number I was given by them) and ANOTHER e-mail happily telling me that my service with them is renewed for another year. I will fight them tooth and nail with the charge card company because this is nonsense.

60

I bought photoshop 13 and premier. Download was not successful at first because your Indians tried to use a 32 bit setup instead of a 64 bit. I then turned my computer over to them. The 13 was installed. I never got the Premier. (P.O. 14843930) I also bought from those Indians an anti vireos program for ($150.00). This was nothing but Norton ($50.00) with very slight changes. Your Indians robbed me and stole from Norton. I offered to pay with American Express or Discovery. They refused both. I then asked the Indian to remove the program. Instead they then Hacked my bank account and removed $150.00 from my bank account WITH OUT MY PERMISSION which caused late fees, bounced checks and damaged credit. ($138.00). I tested 13 and it worked but still no premier. I left on vacation and upon returning, I discovered that 13 had been removed from my computer. Your Indians had HACKED my computer a second time. your Indians are thieves. Can you send me photoshop 13 and premier on a disk? I now keep my computer unplugged, Thanks to your Indians. Can you fix anything....

40

I hate doing this but I don't know how else to get a company to pay attention - or save someone else from the same experiences. I subscribed to the Adobe Creative Cloud a year or so ago. When they jacked the price up unexpectedly last fall, I tried to cancel using their Cloud user interface. I have never seen anything so convoluted and counter intuitive in my life. I tried cancelling but ended up upgrading my subscription (which I couldn't downgrade thereafter). I called their customer service to cancel my subscription and was told it would be handled. Then a few days later they charged my CC $599. I tried to check the status of my cancellation request using the online creative cloud account. Bad idea. User interface is horrible - absolutely horrible. Finally managed to find a live link to start a chat session and vented on the poor schmuck that got me. I apologized. But my gawd. Adobe has decent products but their web interfaces are so horrible and this cancellation experience was ridiculous - I will encourage everyone I work with to get away from Adobe products.

40

I changed from window to mac. Got a mac photoshop version. C4 I need to have the serial number because my computer is reset by Apple. I am registered with all my products at adobe, and I am busy for 3 days to reach someome.
Regards, Willy Slingerland

40

I have a windows 7 64test bit professional os at work. I installed adobe reader X. I need to test asp.net apps with various settings of adobe reader and versions. Checking and unchecking of "display pdf browser"(under edit->preference->internet) is not working consistently. This works fine in window 7 32 bit machine I have at home. Steps to reproduce the issue... 1. Installed the adobe X and in a html page ran the pdf plugin detect test in html page onload i had the following javascript---it is able to detect the pdf version in ie 2. Opened the adobe X and unchecked 'display pdf browser'. plugin detect failed. went back to adobe X and found that 'display pdf browser' is checked(eventhough I did not change it). Now the plugin detect fails. Currently I am installing and uninstalling the adobe x to fix this issue. Which takes really long time. How can I fix this?

40

After weeks and over a total of 5 hours of phone calls and talking to over 16 people, the small problem keeps getting worst and they keep adding additional charges not approved by me to my bank account . . . and try to get an American to fix this accounting/ computer problem is next to impossible. I keep getting switched to an India call center and they try to help fix the problem, but they keep making it worst. The India call center people are nice, but do not really understand what has taken place on my Creative Cloud Account and they keep adding the wrong information into their computer system that keeps adding and compounding charges to my basic account.

Why do American companies like Adobe keep using these foreign call centers to talk with American customers about any customer service problems? This pisses me off when they try to save dimes and waste dollars in losing a repeat customer in this day and age. The foreign call center workers sometimes really do not FULLY UNDERSTAND what we are having a problem with, or they do not have the power or knowledge to fix the problem properly the first time. Their voices and heavy accents are hard to understand at times. As they say "Garage In = Garage Out" if they put the wrong info into the Adobe customer service system, the problem does not get fixed, but gets compounded.

If they would do as they say or promise; things would be okay. But they say one think and then you get charges on your debt card that were not approved . . . it screws up your bank account. Adobe you have 48 hrs. to fix this problem or you’re going to loose this customer of over 20 years for good. I will never buy or use your services or software again. I will use the many over softwares in the market place and erase all your softwares off my 6 computers for good!!!! I want to work with companies in America that truly treat their customer well before and after the sale. Come on Adobe . . . employ Americans in call centers in America to answer phone calls from customers in USA. Get over the dimes you think your saving, where you are losing real customers & DOLLARS. Penny wise - Dollar foolish.

60

I will never understand a company that thinks they are retaining customers by making it impossible for them to cancel a subscription. I subscribed to Adobe Exportpdf a couple of years ago and have just now realized it's been auto renewing ever since. My bad for not paying more attention. Now I want to cancel. It is impossible. They will not permit you to unsubscribe without speaking to a live person. I've been waiting for a chat for half an hour. I have no time to call during their "normal business hours." My only choice will be to cancel my credit card. I can assure you of one thing. Once I cancel, I will never, ever subscribe to anything Adobe again. How's that for customer retention?

40

I finally fixed the screen Flying out on its own? (Both sides) But Adobe constantly tells me I need to update, then says (yes) 8.1… Adobe is Integrated in my system, they think everything is good but I have followed all instructions anyway and actually fixed other things while I was there even finding Fix Corrupted files (whatever I’m Ignorant) I can only get it to work for a couple of weeks this Sucks I’m Pissed, Tired of it. Help Me. I went every where I could and If you can give me somewhere to go that is not a contract company. YOU… that can even go inside, fix it and go away. I would appreciate it At that point, Adobe Flash player stops working, and I can’t play any games or watch any videos until it decides to work again.

 

40

I have a samsung phone and tab and can not get adobe to use on these. I like to use my devices to play catch up tv through channel 7,9 and 10. This is extremely frustrating and i do not understand why you are not supporting samsung. Is there a chance this will change or is there a paid version i can get that will work?

60

I have used simple Adobe programs in the past and since I purchased my mini laptop I have been searching for the simpliests
program that my children and I can use, all we need is to be able have just a regular simple, easy to use program note pad or word pad that features spell check, to write school reports, ect. My childern’s schools are going paperless, I dont want the teachers to sit and wait for an start-up annimation for the program I have in my mini laptop to end before they can receive their homework. Do you any suggestions on programs best fitted for us?

60

On April 18 I purchased a copy of Adobe Premier Elements and Photoshop Elements from London Drugs. I went to load the software at home and noticed some of the serial numbers looked like they had been touche up with pen. The photoshop loaded fine, but premier said the serial number was invalid. I looked up the info and put in a call back request for Adobe support, while I was waiting I noticed the “chat” option.

I explained to the person that my brand new copy was saying the serial number was invalid and that I couldn’t install it. I gave her the name of the place I bought it, time receipt number, price etc. She told me that I had to snail mail them proof of purchase and otherwise I could take it up with their piracey department. Very angry I went back to London Drugs, they agreed the serial number looked touched up, and ordered me a new copy. Shortly after I got home I got a call back from Adobe Support.

Explained to him how angry I was over the chat support response that the London drugs was getting me a different copy. His response was “Well if you bought it directly from us you wouldn’t have this problem”. I told him no, instead I could pay the same price, but add shipping, and wait up to 7 days for them to ship it, 3-5 days for it to reach the border, up to a week for it to clear customs, meaning a wait of 3-4 weeks for my program.

So April 19 I go back to London Drugs to pick up my new copy, we open it instore and notice that yet again the serial number has been touched up with pen. Apparently their printer has issues. The sales person at London Drugs documented everything and said if I had a serial number problem with this copy they would refund my money.

Way to go London Drugs, Adobe you suck. Fortunately whoever touched up the serial number got it right this time, but that probably explains why they have so many serial number problems. Fix your damn printers and tell your employees not to “guess” at what a misprinted number might be.

20

I have never been so disgusted and frustrated with a customer service than Adobe’s. They have no clue when you have a problem and tell you they need to “review” your issues meanwhile leave you hanging for 15 minutes becuase they are probably looking through a book. They tell you their wait time is 4-6 minutes and then you sit on the phone at least 30. Their new adobe photoshop 9 is loaded with new problems that cannot be resolved if you have a newer system. It would also help if the customer “representative” spoke and understood English. So stop the continuous apologies and improve your customer service. By the way, I returned my Adobe software – not worth the aggravation for this product and poor customer service.

20

Don’t install Adobe reader 10! If you do, pdf documents created from sources other than Adobe cannot be copied and pasted into your Microsoft Word document. The “Insert…Object…Adobe Acrobat Document” also cannot be used to install any other pdf documents other that Adobe’s. It requires the Adobe software on your computer to enable this action, quite a pain. This smacks of collusion and monopolistic practices that has gotten these companies in trouble before.

20

three initial attempts to install Adobe CS5, all failed with error code 6. Followed the instructions from Adobe, but the link to MS for Windows Installer doesnt work. Followed more instructions, still fails. Spent 3 hours linked to technical support with them in control of my PC and they gave up and said try it yourself or speak to Microsoft. Now I have dumped the software and asked for my money back.

60

Adobe Reader 10 (or X as they prefer to call it) is a total waste of time and space. It is NOT an improvement on version 9 – in fact it is a totally retrograde step – take my advice – don’t install it. It is counter-intuitive, has almost no help system to try to find out how you now do things that were easy before (like search a document: how would everyone know that you have to right click your mouse now instead of having a search bar on top!).

Adobe will not divulge an email address to complain to under any circumstances – you can phone them but forums show that you can wait hours for a reply (if you are lucky enough to get them to answer) that gets you nowhere. Shoddy, shoddy, shoddy. Perhaps this is a company that has got too big for its boots.

40

Dear Hissy Kitty, I am just a lone individual (not part of a company) but I’m SICK AND TIRED of Adobe and their poxy attitude and their total disregard/non-respect for Customers! We don’t pay Adobe for any extras but we’re appalled as you need adobe to play YouTube videos and vids from other websites! Ever since they had a brain fart and decided to “improve” things and update to flash-player 10.1 and 10.2 YOU CAN NO LONGER PLAY VIDEOS ANYMORE!! Charming! – what a crushing disappointment, and this was NOT why we purchased our pc in the first place for!

We brought our computer on the understanding that we would be able to participate fully in all of it’s actions, NOT to be penalized like this! My Husband’s disgusted with Adobe’s “Customer(non)Service”, and it’s weak & weedy responses blaming YouTube for this and sending us a whole load of their links in order “that we must resolve this”! Could we b*ll*cks!! I try to download the latest EVERY TIME for the past 3 wks. to “get the latest Adobe Flash-Player”, and I even think it has downloaded but NOTHING happens and I still can’t watch videos! This is nuts, how can this be “improvement” – it’s regression not progress.

Their Cust. Svs. are crap, don’t care etc. they wanna sack the bally lot of ‘em if this is how they want to carry on treating us! ! It’s outrageous, I mean I’ve got the updated decent version of Java put in place – ie; 6. 23 so what’s keeping the Adobe from working? I’m going to demand answers from these wasters asap! The kid gloves come off now, I’ve had enough being taken the p… out of! WHY on earth did they choose to change a good system that WORKED for this dross that’s marginalizing too many users??? They used to send you updates now they won’t be arsed, it’s disgusting! And I want the ability to view restored back to it’s rightful position with ALL of us, not just some please!

They should never had tried to fix a working system that we never used to have these sorts of problems with before! (Remember the old addage – if it ain’t broke don’t try to fix it); well this applies here like a good’un! PLEASE GIVE US BACK OUR ABILITY TO VIEW – even if it does mean restoring the old faithful Adobe 9. Furthermore, they should automatically send us the adobe updates too, in order to keep it functioning properly! Yours disgusted – Debbie (Not a happy bunny).

20

It is a close race between Adobe and Microsoft for the worst service provided. Adobe often take over an hour to answer the phone, so on those ground they are up the top of the list for response time. There are simply too many issues to cover. Adobe have lost the plot with regard to understanding their own software, One is wasting one’s time to ask. One case I asked about alternative output formats, telling them the procedure I had used to produce mine. Two weeks later I get a response telling me how to produce the output I had already done – e.g. giving me the same information I had provided two weeks before. Today I asked about AVI’s.

Anyone that uses Apple software would know that AVI’s are not dealt with well in Premiere Pro (Apple). Anyway, I had registered both platforms CS5 versions in July 2010, It is now 2011. I could not get an answer to my question because Adobe had lost the records of my Serial Numbers. Wasted two hours on the phone and no progress. Eventually I found the email in which they had provided the not two but four Serial numbers and mislabeled the Apple serials numbers as Windows. Microsoft – boy could I tell you a story there. But perhaps another time.

I will suggest anyone using a Windows machine download “Open Office” and give it a go. It is freeware and from what I know about it maintained by those that know what they are doing, even if they are average programmers they can’t be worse that Microsoft who basically (with few exceptions) haven’t got a clue. Multimedia (Diploma) student

60

If the geniuses that run Adobe ever want to know why there are so many pirated copies of their software circulating they should try going through an honest registration process of their own product. We purchased Adobe Creative Suite 5 installed on a new Mac. We didn’t realize that Apple doesn’t register the software so when we went to register it is was beyond the original 30-day installation. Shouldn’t be an issue but it wouldn’t accept the product key. Hours of phone “service” and numerous e-mails later “Did you purchase this from Adobe?”…we went back to the Apple store with the actual computer, discs, and packaging. The Apple guys struggled with Adobe for over two hours.

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