Adobe Systems Incorporated Review

1/5 - (4 votes)

This is an archive of a consumer complaint published against Adobe Systems Incorporated at Scamity.com on 22-Jul-14.

 

Business Details –

  • Name: Adobe Systems Incorporated
  • Address: 345 Park Avenue
  • City: San Jose
  • State: California
  • Country: United States
  • Phone: 408 536 6000
  • Website: www.adobe.com/

 

Original Complaint against Adobe Systems Incorporated published at Scamity.com on 22-Jul-14 says, verbatim –

Adobe is resorting to a SCAM strategy to stay alive! | I purchased this service from Adobe in May 2013 and quickly realized it was not going to provide the solution I had a need for. Cancellation of a service with Adobe is a challenge, it is designed to be time consuming, difficult and frustrating. This appears to be the chosen retention strategy for Adobe. | The first support chat I had with an Adobe rep resulted in the rep telling me that she was not able to cancel my account as something was wrong with their system. I had encountered this issue when attempting to cancel the account by following the instructions posted in the Adobe Support Knowledgebase as well so I agreed to wait 2-3 days for an email from Adobe confirming my account cancellation. I waited 5 days and heard nothing from them. | The second support chat resulted in the rep cancelling my account and adding a request for a partial refund since I was unable to cancel my account. I was told to wait 2-3 days. I requested the phone support number so I could speak to someone about this and was told that Adobe does not have a phone support line. More than a week later, no word from Adobe. | transcript below…note this took place on May 08, 2014 | Nishanka: Hello! Welcome to Adobe Customer Service. | Nishanka: Hi Ross. | Ross: Hi Nishanka | Nishanka: I understand you wish to cancel your subscription, let me help you in cancellation. | Nishanka: May I know the reason for cancellation? | Ross: I have not used it at all | Ross: It did not provide the solution I needed | Ross: I have followeed the instructions to cancel the account provided in the knowledgbase, but I am not able to complete the steps because the option I need is not there. | Nishanka: I have successfully canceled your subscription of the order number ##########. | Nishanka: You will not e charge for your subscription any more. | Ross: I also requested a refund when I last chattedwitha rep about a week ago. | Ross: I have been trying to cancel this account for months | Ross: if you look at the activity in the account you’ll see it has not been used for at least 9 months | Nishanka: Okay Ross, for the refund I will escalate the case to our relevant team and they will get back to you via email within 2-3 business days. | Ross: I was told by the last chat support rep that I would hear back within 3 days, but never received an email, phone call or anything. | Ross: That rep also told me that he/she was unable to cancel my account! | Nishanka: I have successfully canceled your account and you will receive an email within 2-3 business days about the refund. | Ross: Is there a phone number I can call to speak to someone in this department? | Nishanka: I am sorry Ross, there is no phone number for the relevant team as they work offline. | Ross: Is there any accountability in place? | Ross: Is there a record of the chat I had with the last rep? | Nishanka: Yes there is a case under your account and it was escalated to our relevant team for the refund process. | Ross: So it was already escaleted a week ago? | Nishanka: The case was escalated on 08 May 2014. | Ross: So back to my question then…” Is there a record of the chat I had with the last rep?” | Ross: That chat having taken place a week ago | Nishanka: Yes there is a record under your account. | Ross: Is there a reason no one responded to it? | Nishanka: You had the chat on 03 May 2014 due to high volume of cases your case was escalated on 08 May 2014. | Nishanka: An email was send to you on 08 May 2014. | Ross: My concern is that That is today, I have no email from Adobe except for one that came in during this chat telling me my subscription has been extended for 2 days | Ross: Dear Ross , Your FormsCentral subscription has been extended free of charge for a period of 2 days. You may want to keep this email for your records: | Nishanka: You will get an email after some time as an email was send to you. | Nishanka: Please wait for another couple of hours. | Ross: I’m sure this is not your fault personally, Nishanka, but I have to tell you this is a terrible customer service strategy. | Nishanka: I apologize for the inconvenience cause to you. | Nishanka: You will get an email from our relevant team about the refund. | Ross: How many more hours is this chat support open for today? | Nishanka: We are available 7 days a week, 24 hours a day. | Ross: Thanks Nishanka, have a good one. | Nishanka: You are welcome. | Nishanka: Is there anything else I can help you with? | Ross: No | Nishanka: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye! | The third support chat…Temjentoshi: Hello. Welcome to Adobe Technical Support. | Temjentoshi: Please allow me a moment while I look into your account & verify the details. | Ross : This ticket was supposed tpo be forwarded to the dept that haqndles refunds. Instead they just closed it. Twice. | Temjentoshi: Ross, I am sorry for the inconvenience | Temjentoshi: In that case, let me go ahead and quickly transfer the chat to the customer service team so that they can check and provide you the detailed information | Temjentoshi: Please be online while I transfer the chat | Ross : You can even see in this case wheere the rep said that I would get an email from the dept that handles refunds. Then they closed the ticket saying this is not the dept to handle refunds. | Ross : ding me a refund is the only solution to get rid of me. | Temjentoshi: We are from the technical support team and we do not have information on order cancellation and refund | Temjentoshi: The customer service team handles the refund queries | Ross : Then why haven’t I been transferred to them? | Temjentoshi: I was waiting for your response | Temjentoshi: I will transfer the chat now | Ross : Yes, transfer me now | info: Please wait while I transfer the chat to the appropriate group. | info: You are now chatting with Teresa. To ensure we stay connected throughout our interaction , please don’t click on the ‘x’ in the chat window. Doing so will disconnect our chat session. | Teresa: Hello! Welcome to Adobe Customer Service. | Teresa: Hi Ross. | Ross : Hi | Ross : Case #0212938634 | Teresa: I understand that you need assistance with the refund. I will be glad to check that for you. | Ross : This ticket was supposed tpo be forwarded to the dept that haqndles refunds. Instead they just closed it. Twice. | Ross : You can even see in this case wheere the rep said that I would get an email from the dept that handles refunds. Then they closed the ticket saying this is not the dept to handle refunds. | Ross : SO I have been getting a run-around for weeks now. | Ross : Teresa: I am sorry for the inconvenience. I will be glad to check this for you. | Teresa: Please allow me 2-3 minutes, while I check this for you. | Ross : Ok | Ross : For your reference | Teresa: Thank you. | Ross : 5/13/14 Case ###############: Save unsuccessful-########### Withdrawn 5/13/14 Case #############: Chat:subscription canclellation-###########Withdrawn | Teresa: Thank you for the information. | Ross : Your welcome. | Teresa: Sorry for the wait. Please do stay online. | Ross : I’m not going anywhere. | Teresa: I apologize for the delay, it is longer than expected. Please allow me a minute or two more. | Ross : I have all day | Teresa: Thank you for staying online. | Ross : Your welcome. | Teresa: I check and see that you have used till April and cancelled it on May 8, 2014 and you were not charged for the previous month that is April 2014. | Teresa: Hence, you will not be provided with the refund since you have not been charged the previous month. | Teresa: Is there anything else I can help you with? | Ross : I attempted to cancel this product for months before I was able to. I want to be refunded for those months! | Ross : The first rep that I chatted with wasn’t even able tyo cancel it. You want to charge me for a product I was npot able to cancel? | Ross : Teresa? | Teresa: Ross, In this case I will have to raise the request to the relevant team and they will help you with the refund and they will contact you regarding the refund in 2-3 business days. | Ross : I have been told that twice and waited for weeks with no response from “the relevant team” I think Adobe can do better that this | Ross : I will not continuee to wait while my case is ignored then cancelled, This is clearly a scam. | Teresa: I have gone ahead and raised the request right away and check regarding the refund. | Ross : ripoffreport.com and pissedconsumer.com both appear to agree, scam | Teresa: They will contact via email to [email protected] | Ross : They need to resolve this with me now. | Ross : I have wasted enough of my time with Adobe support. Refund me for all but the first month. | Ross : I will pay for the month I attempted to use this producty, nothing after that. | Teresa: Please allow me 2-3 minutes, while I check this for you. | Ross : 10 months @14.99 = 149.90 | Teresa: I am sorry, since it is almost one year, we will not be able to provide you with the refund for one year. | Teresa: May I know the reason for the refund? | Ross : 10 months is npot a year | Ross : Because I was not able to cancel it, there was something wrong with the account. The first rep I chatted with could not even cancel it. remember? I already explained this to you. | Ross : Originally I wanted to cancel because the formscentral product is not what it claims to be. It is clumsy aand unorganized | Ross : pdf’s are not downloadable and editable with acrobat | Ross : It is useless to me | Ross : the format the responses are displayed in also makes it unusable | Teresa: I understand your concern, however I will have to raise the request to the next level for the refund and they will contact you via email in 2-3 business days. | Teresa: They require time to check and provide you with the refund. | Ross : the product has no relevence to any purpose I might use a similar product for | Ross : Ross : I have been told that twice and waited for weeks with no response from “the relevant team” I think Adobe can do better that this Ross : I will not continuee to wait while my case is ignored then cancelled, This is clearly a scam. | Ross : Ross : They need to resolve this with me now. Ross : I have wasted enough of my time with Adobe support. Refund me for all but the first month. Ross : I will pay for the month I attempted to use this product, nothing after that. | Teresa: I have raised the request as a priority and they will contact you via email as soon as possible. | Ross : They need to resolve this with me now. | Ross : : I have wasted enough of my time with Adobe support. Refund me for all but the first month. | Ross : I will pay for the month I attempted to use this product, nothing after that. | Ross : Also | Ross : I have been told that twice and waited for weeks with no response from “the relevant team” I think Adobe can do better that this | Teresa: Ross, I am sorry to inform, unfortunately we will not be able to provide you with the refund right away. You will have to wait for the relevant team to check and provide you with the refund. | Ross : Who is the “relevant Team” Teresa? | Ross : Does this team exist? | Ross : Is the team comprised of humans? | Ross : Because humans can do amazing things Teresa | Teresa: The next level team of support who works on the refund. | Ross : So, are theey imaginary? Have you ever SEEN one of them? | Ross : I would very much like to speak to one or more of them | Teresa: In this case I request you to please contact our phone support, they are the specialized team to help you on this issue. | Teresa: Here is the phone number to contact Phone support team: 1-800-833-6687. They will be available 5 days a week, Monday-Friday 05:00 Am -07:00 PM (Pacific Time). | Ross : When I requested a phone number to call in my last chat, I was told it didn’t exist. This is ridiculous, and sad | info: Your chat transcript will be sent to at the end of your chat. | Teresa: The phone support is available. You may contact the above number for any further assistance. | Ross : what options do I choose in the IVR? | Ross : to get to the relevant team | Teresa: I request you to choose Creative Cloud. | Teresa: Is there anything else I can help you with? | Ross : I don’t think you can. | Teresa: Thank you for waiting. One moment please. | Ross : ??? | Teresa: I understand your frustration and I would have feel the same if I were in you place. | Teresa: I have raised the request to the next level and they will contact you via email regarding refund as soon as possible. | Teresa: If you still need any further assistance, you may contact the phone support. | Ross : thank you for acknowledging that | Teresa: You are welcome. | Ross : i am on the phone with support now | Teresa: It’s my pleasure chatting with you today. You have a great day and take care! | Teresa: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye! | Phone support has thus far used the same tactic as chat,. Get the customer off the phone and then close the case. | It is now May 18th, 2014 and I was last told to expect a call from Adobe on Monday the 19th. | I will update this when they again fail to follow thru.

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