Complain about a product or service

Adobe

Chad of Beaverton, OR March 17, 2010

Better Business Bureau Complaint against Adobe On 3/9/2010 my company purchased software ('Photoshop CS4') from Adobe for 699.00. After contacting Adobe Customer Support to assist with the installation, I was instructed to delete the “old” version of Photoshop from my computer and re-install the new software. Although 'Photoshop CS4' operated correctly, it turns out that deleting the old version affected another Adobe product that my company uses, called 'Illustrator CS2', a software program that is absolutely critical to the operation of our business.

When Customer Support learned that 'Illustrator CS2' was affected by this deletion and installation, they recommended that I return the 'Photoshop' purchase and upgrade to 'Adobe Creative Suite 4 Design Standard' software. Adobe promised that upgrading to the current version of all software would eliminate any "compatibility issues". I purchased 'Adobe Creative Suite 4 Design Standard' on 3/11/2010 in the amount of 799.00.

After two attempts to unsuccessfully download and install this new software, the Customer Support Technicians at Adobe were unable to fix two error messages that have prevented us from using their software (Error #1 – “A valid installer could not be found” (when using the Deployment Toolkit; and Error #2 – “Setup has encountered an error and cannot continue. Contact Adobe Customer Support for assistance”). I have saved screenshots of these errors messages and call-logs of phone calls made to the Adobe and the duration of each call (see below).

Here is where Adobe Customer Support made a critical error: when they were unable to correctly install this software and troubleshoot these errors, they requested that I remove ALL Adobe-branded software from my computer. Although I was very uncomfortable deleting the old software, they reassured me that this was necessary to installing the new software and likely was the cause of the error messages. This same technician also asked me to download a different internet browser and recommended ‘Mozilla Firefox’ because she said that the “Akamai Download Manager has some compatibility issues with the Internet Explorer 8” I was using. I was told by a supervisor on duty that “members of our team have made mistakes in making those recommendations - those were not accurate statements”, confirming that Adobe Customer Support did err in having me delete existing software and downloading un-needed software.

Be that as it may, I deleted the software that Adobe recommended, but before doing so I took screen shots of the software (which I have saved) that I was asked to delete, which included two of the most important software critical to the operation of my company: 1. Acrobat 7.1 Professional 2. Adobe Illustrator CS2

Here are the issues that remained unsolved: 1. Adobe has yet to credit our credit card account for the original 699 purchase of 'Photoshop CS4' that was returned. As of today, this still has not happened. 2. Because none of the 'Adobe Creative Suite 4 Design Standard' software that I purchased from Adobe for 799 could be installed and therefore cannot be used, I have asked them to reimburse me for this purchase. 3. Most importantly, previous editions of Adobe software were deleted per the request of Customer Support. This decision has adversely affected my company and since March 11th my company has been unable to serve customers as a result of having no software whatsoever.

Janet of Eugene, OR March 2, 2010

I have never experienced customer service as appalling as I'm experiencing with Adobe. The original problem began when I installed Snow Leopard on my Mac. All my Adobe products, with the exception of Reader and a very old copy of PhotoShop, instantly stopped working.

I have spent a total of more than seven hours just *on hold*, waiting to speak to a technical support person. Eventually, I spoke to several. One actually managed to get a single product, InDesign, to load, which was a good first step. When I asked him to solve the next problem -- the program is an upgrade from Creative Suite 2, but does not recognize the CS2 serial number -- he referred me to an unhelpful KnowledgeBase document and refused to provide further help. And he was the *best* of the tech support people I've spoken to.

I asked to be escalated to his supervisor. Having spent half an hour on hold *there*, I gave up. However, none of my programs are working yet, and I am on the verge of missing several deadlines.

Andrea of Vancouver, BC March 2, 2010

I am a Ph.D student doing research away from my home continent. I had to upgrade my laptop to Win 7 and had no problem getting replacement software for everything EXCEPT Adobe Audition, which is what all my sound files (the basis of my dissertation) is in.

Problem # 1 Non-access to files through encoding. Even in Adobe's own software, Soundbooth, which I also have (but is not professional enough for my needs)I CANNOT open these Audition files. Neither are they transferable or recodeable. So I'm dead in the water for opening up my archive for several hundred sound files -- which I need for my research.

Problem # 2. Online Software download This began in December, 2009, when I asked for the link and serial number to download the software --that I LEGALLY own -- from their site AFTER the trial version, which I'd been using in the interim, expired. After explaining my situation in detail and pleading with the customer service rep., I was told that she understood the urgency of my situation and would ask the CASE file people -- some unnamed gatekeepers -- to provide me with the link to an online download; that she would explain it in detail in her case report and that it was urgent. She seem to think it could be done. I had confidence.

Several days later, I received a Case department reply that wasn't possible and I'd have to order a replacement disk, (despite that it wasn't easy and would mean delays -- someone having to be home for the delivery and then mail the disk to me). It seems that once the trial version has expired, you cannot use your serial # to activate it. For some obscene and unreasonable reason, they will not not provide me with alternate access to the software download online where I CAN use the serial number that I own. This is an issue of denied access to my property in a timely and efficient manner according to my needs.

Problem # 3 -- Still naive, I contacted them again and this time, I was told to call the Adobe representative in this former Eastern European country where I'm based and see if I could get a replacement disc from them. Ok. This was a man on a cell phone. Of course, he doesn't answer his cell phone, but you leave a message -- which he then does or does not return, depending on whatever...well, in my case, he never returned my many calls. Great international support!! So...back to calling Adobe customer service. Back to the same useless loop of empty solutions.

Problem # 4 -- the replacement disk. I was desperate, it was another month later and I was further delayed in my work. I now knew that I'd have to get the disc and try to arrange for it to me mailed to me. So on Feb. 5th, I ordered the replacement disc and payed 44 US. Now, the week before, I'd had a fiasco with other software from Adobe (CS4) that I'd ordered, was sent and then sat in the FedEx office without my being notified they didn't have the access code to get into my mother's building, so when sorting out that problem, I asked them to pls note the code and my mother's name on my account delivery details (for which there is no room or space to add it on Adobe's delivery address online page).

I told Adobe that it was vital it be there b/c I had other software I urgently needed (the Audition Replacement disc) on the way too. Of course it didn't happen. So the disc came and went without my knowlege or the right delivery information I'd provided them with. Also, on my account it says I've been refunded the 20 but charged the shipping -- and actually, I've been refunded nothing. My mother did receive some software in the mail and mailed it to me. I thought it was the Audition, but it wasn't. Today, I thought I was opening the Audition disc only to find out that wasn't it. Now it's March. Still no Audition and still stuck with my research.

Problem 5 - Back to Customer Looping So I looked at my account online, which didn't showed the Adobe replacement disc was returned, etc. Again, I explained it all. Again, I pleaded and begged and again, I've been offered the same non-solution. The Customer rep is sending it up to that kangaroo court they call the Case Department for review. I asked her what would be different this time? Why if I've already gone this route to no avail, would she assure me this MIGHT work. Why could she not help me get access to property I rightfully OWN!! Of course, when you say these things, they go silent for a while.

I really don't know where to go next. Sure they could send another replacement disc, but they've screwed up the delivery twice (Audition and CS4), so I'm not very optomistic about that route and it entails two more weeks of mailing from my home country to where I am researching - or attempting to. If I could go elsewhere for my sound / multi-media software, I would. The products are great but the support is non existent, especially if you're a tad outside of the normal problem type curve.

jody of Yelm, WA January 12, 2010

i can't use any of my programs on my new pc like adobe 9 which i need to do homework for college. it says i need the password for the administrator account which i did not put a password on there. i unplugged my pc and moved it to a different location and turned it back on and i could not even get back into my pc. i finally go around the password got into my desktop using a different account but now i like i said before i cannot use certain program without being on administrator account. can you please help me?

Ellen of Tucson, AZ October 28, 2009

I have been trying to get a 199 refund from Adobe for a Dreamweaver upgrade purchased July 13, 2009. After contacting Adobe customer service initially, they "deactivated" the serial number for the product, initiated a refund request and told me to send them a Letter of Software Destruction which I did on July 28th. I was told I would get a refund to my credit card "in five days".

After more phone calls (waiting in one instance more than two hours for someone to answer the phone in customer service in India), opening a case online (which was closed by Adobe without resolving the issue and reopened by me), I STILL have no refund and it's now October 28th, and three credit card statements have come and gone.

Today I was told that the case was "in the refund department" and was given a case escalation number, whatever that means. I asked to speak to someone in the United States (told that was not possible); asked to speak with a supervisor (told that was not possible). I find it UNACCEPTABLE that it takes months to get a refund.

B of Crestview, FL October 20, 2009

We bought a new computer inspiron 530S at best buy in December 2008. Our video does not work due to a 32 bit/64 bit problem that shows up on adobe upgrade but does not work.

Elizabeth of Las Vegas, NV October 19, 2009

Adobe has the most abysmal customer service I think I have ever encountered in my thirty years of dealing with the public. If you want to make a purchase, they are there to answer the phones within minutes. A return, on the other hand, takes months (in this case, four plus months). I have called numerous times (I hung up after being on hold over 90 minutes), faxed, called corporate (no one ever returned my calls) and used the "customer service" portal for assistance, all to no avail. I recently purchased Adobe Creative Suites 4 and am now going to return that too based on poor customer service (I may need tech support at some point). Adobe CLEARLY does not care for its customers.

Hyun of Harrisonburg, VA October 19, 2009

My husband bought the software Lightroom from Adobe for my birthday in May 2009. We decided it was not what we wanted and followed every step Adobe had set forth for returning the product. In short, we have not been refunded to date (10/18/2009), even after multiple phone calls and many cell phone minutes and much time wasted.

Every time I called, the representative would promise that we had done everything on our part and that within a couple of weeks we would be refunded. The last time I called, they said they would put our case in top priority. It's been several weeks since. We have not seen any refunds from them yet. If as they said we've done our part shouldn't they do theirs? Any other company where we've had to return products the refunds are almost immediate. I'm afraid we have lost our money. Does this amount to stealing?

John of Portland, OR September 25, 2009

How does one get through to Adobe? I have two licenses for Acrobat, but can find no way to get though to this company to make my programs work. They have devised their websites so that they are unreachable and their phone numbers put on hold for hours. Horrible.

cindi of texas, TX September 11, 2009

I am among the many many dissatisfied customers of Adobe products - and decided to take it to a more publicly accessible forum....lost business, denied contracts, lost revenue. We're hoping genuinely that the company will press forward, stay communicative and proactive with the issues (fires) that get brought to their attention.

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