Can't download purchased CS4 upgrade, nor get anyone on the phone to help me

  • Question
  • Updated 6 years ago
I have been trying for 3 hours to download a purchased upgrade from Adobe, and I can't get anyone on the phone to help me. I've spoken to 3 people, each of whom knows nothing and keeps transferring me to yet another person, with an average hold time of 20 minutes each (it's been half an hour as of now with the latest transfer).

Now I'm scared because the internet is filled with people who seem to be at best abused, and at worst ripped off by Adobe's lack of customer service and seemingly needless delays. What the hell happened to Adobe? They used to have great customer service.
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Jason Snyder

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  • frustrated

Posted 6 years ago

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Jason Snyder

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Gave up with customer service after 5 hours (yes, 5 hours) on hold. Still unable to even begin download. Placed a new order for disks and now pray I can get a refund on the original download order. Seems like people are waiting months for their refunds, based on many comments on Adobe's forums, with Adobe unresponsive. Wow.
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Whitney Adamson

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I'm having the exact same problem - tyring to upgrade to CS4 from CS2 and I've talked to 1 customer service rep and 1 tech support rep (after being on hold for 30+ minutes each time). Neither of them knew how to help me, nor could they send me to anyone that could help. I've spent over 2 and a half hours on the phone this afternoon and I'm not happy... doesn't customer service mean anything to Adobe!?!?
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Jason Snyder

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Update: Received an impersonal emailed response from Adobe saying I should call customer service. I guess I should spend another 5 hours on hold again today. Anyone from Adobe here to help? Anyone from Adobe alive?
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Randall Friesen

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The problem is, so many people (me included) need to use Adobe products in their work, and Adobe is the most unsupportive company for their customers. Adobe tech support is so bad that I wish I could use other products. But as a designer, I need Photoshop and Reader. I'm stuck. If you can find an alternative to using Adobe products, you really should.
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Jeffrey Tranberry, Official Rep

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Sorry you guys are having troubles getting through the customer support. Feel free to send your contact info, case # (if any), and a short description of your issue to adbecare at adobe dot com (that's no typo - there's no 'o' in adbe) or to me directly (jtranber @t adobe dot. com and I'll get you in touch with someone who can help)
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Hi everyone - Adobe is being pressed to improve their extremely poor service, and there is a facebook group that has gotten direct responses from Adobe staff-and their problems resolved. If your problem is still outstanding and you want to get the customer care you deserve, join us and let us know what you have had to deal with.

Urging Adobe to improve poor service