Adobe Live Chat… Worthless

I don’t know why I bothered, but I tried to get some help from Adobe Live Chat. But all that happened was they kept transferring me around and offering platitudes and solutions that don’t work and/or aren’t realistic. Then in the end, I was referred to phone support. I think I’ll save that for another day.

Here is the crazy Live Chat transcript. I’m posting it here because I hope that I can get someone from Adobe to read it and address the issues. For me there are two issues: language issues and customer service issues.

While waiting for a representative, those messages would pop up every few minutes, interrupting whatever else I was working on while waiting. There is a lot of waiting time involved in between connections, which didn’t bother me much because I could just work on something else. What bothers me most about the exchanges below is that it seems that there is zero ability on their part to escalate the matter to a supervisor or someone with more authority.

Anyway, here it is, a true exercise in patience and futility:

Hi, there are 15 customer(s) in line ahead of you. We’ll be with you as soon as possible. Thank you for your patience.
You might also try our community forums, where experts are online 24/7.

Hi, there are 14 customer(s) in line ahead of you. We’ll be with you as soon as possible. Thank you for your patience.
You might also try our community forums, where experts are online 24/7.

Hi, there are 14 customer(s) in line ahead of you. We’ll be with you as soon as possible. Thank you for your patience.
You might also try our community forums, where experts are online 24/7.

Hi, there are 12 customer(s) in line ahead of you. We’ll be with you as soon as possible. Thank you for your patience.
You might also try our community forums, where experts are online 24/7.

Hi, there are 11 customer(s) in line ahead of you. We’ll be with you as soon as possible. Thank you for your patience.
You might also try our community forums, where experts are online 24/7.

Hi, there are 11 customer(s) in line ahead of you. We’ll be with you as soon as possible. Thank you for your patience.
You might also try our community forums, where experts are online 24/7.

Hi, there are 9 customer(s) in line ahead of you. We’ll be with you as soon as possible. Thank you for your patience.
You might also try our community forums, where experts are online 24/7.

Hi, there are 5 customer(s) in line ahead of you. We’ll be with you as soon as possible. Thank you for your patience.
You might also try our community forums, where experts are online 24/7.

Hi, there are 4 customer(s) in line ahead of you. We’ll be with you as soon as possible. Thank you for your patience.
You might also try our community forums, where experts are online 24/7.

Hi, there are 4 customer(s) in line ahead of you. We’ll be with you as soon as possible. Thank you for your patience.
You might also try our community forums, where experts are online 24/7.

Hi, there are 4 customer(s) in line ahead of you. We’ll be with you as soon as possible. Thank you for your patience.
You might also try our community forums, where experts are online 24/7.

Hi, there are 4 customer(s) in line ahead of you. We’ll be with you as soon as possible. Thank you for your patience.
You might also try our community forums, where experts are online 24/7.

Hi, there are 4 customer(s) in line ahead of you. We’ll be with you as soon as possible. Thank you for your patience.
You might also try our community forums, where experts are online 24/7.

Hi, there are 3 customer(s) in line ahead of you. We’ll be with you as soon as possible. Thank you for your patience.
You might also try our community forums, where experts are online 24/7.

Hi, there are 3 customer(s) in line ahead of you. We’ll be with you as soon as possible. Thank you for your patience.
You might also try our community forums, where experts are online 24/7.

Hi, there are 1 customer(s) in line ahead of you. We’ll be with you as soon as possible. Thank you for your patience.
You might also try our community forums, where experts are online 24/7.

You are now chatting with ‘Pradeep’

Pradeep: Hello! Welcome to Adobe Customer Service.

Pradeep: Hi Samantha.

Samantha Kawakami: Hi.

Pradeep: I understand you want to change the language.

Samantha Kawakami: I have changed my language settings over and over and over again, and they still revert to Japanese.

Samantha Kawakami: I want you (as a company, not necessarily you personally) to make these settings stick so I don’t waste time constantly resetting them and getting messages in Japanese and having issues with software downloading in Japanese (even when I have selected English in the box just before downloading).

Pradeep: Just to confirm are you using Creative Cloud?

Samantha Kawakami: Yes.

Pradeep: Please stay online for 2-3 minutes while I check the information for you.

Samantha Kawakami: Thank you.

Pradeep: You are welcome.

Samantha Kawakami: I am fairly good with technology, so it’s not a matter of me being completely technologically ignorant. I am the person who helps customers with my company’s software when they have issues with it.

Pradeep: I see that this is a technical issue. I’ll need to transfer this chat to the technical support team so that this issue is resolved in this first contact itself.

Pradeep: Please allow me a moment while I transfer the chat.

Samantha Kawakami: Thank you.

Please wait while I transfer the chat to the appropriate group.

You are now chatting with ‘Shreyas’

Shreyas: Hello. Welcome to Adobe Technical Support.

Shreyas: Hi Samantha.

Shreyas: Please allow me a moment while I look into your account & verify the details.

Samantha Kawakami: Hi. Thank you.

Shreyas: I understand that you want to change the language In CC. Am I right?

Samantha Kawakami: I have changed the language settings numerous times, but they always revert to Japanese.

Samantha Kawakami: Sometimes, even when I have selected English just before installing software, it installs the Japanese version.

Shreyas: Thank you for confirming.

Shreyas: I will be glad to check and help you with this issue.

Samantha Kawakami: Then I have to uninstall and reinstall the software to get the English version.

Shreyas: May I please know what the system language Is?

Samantha Kawakami: My OS is Windows 7 Japanese

Samantha Kawakami: And I am in Japan

Samantha Kawakami: I can do basic settings in Japanese, but prefer to deal with my software in English.

Shreyas: The language will be set to whatever the system language Is.

Samantha Kawakami: Then why does your system bother to ask me for a preferred language?

Shreyas: If you change your system language then the product language will also be changed.

Samantha Kawakami: I cannot change my system language, because that is the software I have.

Samantha Kawakami: Unless I spend a lot of money to buy an English OS…

Shreyas: I am sorry for the Inconvenience but you will not be able to change the language to English.

Samantha Kawakami: And the answer about the system language is unacceptable to me. I will be posting this on my blog and facebook, just so you know.

Shreyas: Okay.

Samantha Kawakami: But I have most of the software in English already. In this day and age, that is a very arrogant answer, I think.

Shreyas: I am extremely sorry for the Inconvenience.

Samantha Kawakami: So, who do I need to talk to in your company to get this fixed for the future?

Samantha Kawakami: I have been very unhappy with your customer service in the past, as well.

Shreyas: Please allow 1-2 minutes while I provide you the form where you can request features to be added to the products.

Samantha Kawakami: And telling me that I have to have japanese software because my OS is japanese is not correct. I have been able to download and install the English versions for most of the software, just not always on the first try?

Samantha Kawakami: Never mind the form. The last time I got a form from chat support, it did not work and I spent over an hour on hold to get a voice on the phone system.

Shreyas: Please click here for the feature request.

Shreyas: Please check If you are able to access the form.

Samantha Kawakami: I can access it, but there’s no option for Creative Cloud… so what should I choose for a product?

Shreyas: May I please have the order number?

Shreyas: If you have purchased the product for multiple languages you will be able to access the other languages.

Samantha Kawakami: I use Creative Cloud… So there is no language version for software I have purchased…

Shreyas: Please be Informed that the Creative Cloud desktop application will be In the system language.

Shreyas: However, the applications can be changed to the required language.

Samantha Kawakami: You say that, but at one point, it was in English… Then it reverted to Japanese. Which isn’t a problem. And the applications, I am always careful to select English when downloading, but it does not always work.

Shreyas: Please click on the gear Icon on the Creative Cloud application and change the language under preferences.

Samantha Kawakami: I have done that multiple times.

Shreyas: Okay.

Samantha Kawakami: Look, I’m not talking about a one-time problem that I am currently having. I am talking about multiple issues with language settings. I am not currently trying to download anything. At this moment, I am frustrated because I get an “important” letter about security issues which you use time and money to mail to me, but it is in Japanese.

Samantha Kawakami: As a company, why can’t you send out important communications to me in my language of choice? Especially, when there are times when I have been asked to choose that language.

Shreyas: Sorry to hear that.

Samantha Kawakami: I know. And I’m not angry with you, but I don’t want to hear sorry. I don’t care that much about the past. I want to hear what you are going to do to fix this in the future.

Samantha Kawakami: I also understand that maybe you do not have the power to fix this huge issue, so maybe you can put me in touch with the person who does have the ability to influence a large change to your systems?

Samantha Kawakami: I do not think this type of language system is something minor which can be brushed off with an “I’m sorry. Let’s just keep doing what we’re doing, but sorry anyway.” I am sure that I am not the only person to have problems with your language settings. I would like to speak with someone who can do something about this and help them fully understand the problem.

Shreyas: May I please know If you want to receive the letter again In English language again?

Samantha Kawakami: No, I do not. I already went to your website and found the information in English.

Samantha Kawakami: But I do want to get FUTURE communications in English.

Shreyas: In this case I will go ahead and transfer this to the relevant team and they will assist you with this. Is that okay with you?

Samantha Kawakami: Yes, please! Thank you.

Shreyas: Please stay online while I transfer the chat. It may take a while to transfer due to high volume so please be patient.

Samantha Kawakami: No problem.

Please wait while I transfer the chat to the appropriate group.

You are now chatting with Kishore.

Kishore: Hello! Welcome to Adobe Customer Service.

Kishore: Thank you for contacting Adobe.  We are available 7 days a week, 24 hours a day. Goodbye!

Kishore: Sorry for the typo.

Kishore: Hello Samantha.

Samantha Kawakami: Hi!

Kishore: I understand that you are receiving emails in Japanese and you wants it for English.

Samantha Kawakami: Yes, that is part of the problem… Emails and mails in Japanese, when I would prefer English and have set my language of preference to English multiple times.

Samantha Kawakami: Sometimes there are issues when downloading/installing software through Creative Cloud. Even when I carefully select English as the language, sometimes the software installs in Japanese anyway.

Kishore: Just to confirm, would you like to change your language to English for your creative cloud program?

Samantha Kawakami: Yes, I would. I have changed and tried to change this setting many times.

Kishore: I will be glad to check and help you with the issue.

Samantha Kawakami: Actually, today is one of the rare times that the website opened in English and not Japanese. I usually have to go and find the language setting every time I log in. Maybe there have been some changes made there to fix the language issues?

Kishore: Sure.

Kishore: Samantha, in this case you will have to uninstall the software and while installing it again you will have change the language in the beginning and you do not have change always again and again.

Samantha Kawakami: Yes, I have done this before. But sometimes, even when choosing the English language at the time of downloading/installing, it still gives me the Japanese version. There is one software, I think for video editing, that I did this twice with and just gave up on using it, and found different software.

Kishore: I see that this is a technical issue. I’ll need to transfer this chat to the technical support team so that this issue is resolved in this first contact itself.

Kishore: Please stay online while I transfer this chat for you.

Samantha Kawakami: I think I had to install, uninstall, and reinstall one of the main design software programs because of this type of language issue.

Samantha Kawakami: Okay…

Samantha Kawakami: But I was online with the technical team just before you…

Please wait while I transfer the chat to the appropriate group.

You are not currently connected to a chat representative.

You are now chatting with ‘Giresh Babu’

Giresh Babu: Hello. Welcome to Adobe Technical Support.

Giresh Babu: Please allow me a moment while I look into your account & verify the details.

Samantha Kawakami: Thank you.

Samantha Kawakami: I’m sorry, but I don’t think you can help me. You are now the fourth person I’ve been transferred to, the second on the technical team. I am not looking for a one-time fix to a problem. I am looking for an answer about what you can do to fix some of the current problems so they do not continue to happen in the future. I have now spent over 90 minutes on this chat, and do not have any more time to spend on it today. Is there an email address of someone who has some influence over the general system and its language settings? I would like to send that person a message and then let you figure out the technical issues. All I have heard today is that it is not possible and it is a technical problem. Yes, I understand that, but what about in the future?

Giresh Babu: As I understand that you are facing issues with language settings ,Is that correct?

Samantha Kawakami: Yes.

Samantha Kawakami: Language settings in relation to the website, emails, mail, application downloads…

Giresh Babu: Thank you for confirming.

Giresh Babu: I’ll be glad to assist you on this.

Samantha Kawakami: Like I said, it’s not that I just have one problem that I need immediate resolution on.

Giresh Babu: Please click on start and type Region and hit enter.

Giresh Babu: A small window will open and click on Administrative tab and let me know the language .

Samantha Kawakami: Where? In what program? Are you talking about in Application Manager? If so, I’ll open it.

Giresh Babu: No .

Giresh Babu: Please click on start button type Region and hit enter.

Samantha Kawakami: yes, my region is japan and my computer’s OS is japanese.

Samantha Kawakami: and it’s all in Japanese. I can do some things in Japanese, but I prefer to deal with software in English.

Giresh Babu: Just to confirm , you need Creative Cloud in English version , Is that correct?

Samantha Kawakami: yes. but it’s not just about creative cloud… it’s about issues with all of the communication with Adobe…

Giresh Babu: Would you mind staying online for 2-3 minutes while I check with that information?

Samantha Kawakami: No problem.

Samantha Kawakami: The fact is that I am living in Japan. But my first language is English, and I would like your company to communicate with me in English.

Samantha Kawakami: And I want the English versions of the applications, not the Japanese versions. For most applications this has not been a problem. I think Premiere Elements 10 is the only one that I have not been able to download and install in English.

Samantha Kawakami: And for this program, I installed it once and it was in Japanese. So I uninstalled it and reinstalled it, being extra, extra careful about selecting English language before and during the second installation. It was/is still in Japanese. This was a few months ago, so getting the English version of this particular software application is not an urgent issue that I need to resolve today.

Samantha Kawakami: I gave up and went with a different video editing program.

Giresh Babu: Thank you for being online.

Giresh Babu: Samantha, If you want to use Creative Cloud in English language, you need to uninstall all Creative Cloud Apps and change language in Preferences tab in CC desktop app and re-install the CC apps again.

Giresh Babu: I’m sorry did I lose you?

Samantha Kawakami: Ummm… no. Most of the apps are already in English and configured the way I want them. Photoshop, InDesign, Illustrator, Acrobat… It would take me an entire day of downloading to do what you are suggesting. To be honest, I have already said that Creative Cloud in English is not a huge deal. And even before the first and second times I installed Creative Cloud, I selected English. But I DO NOT CARE about just the Creative Cloud Application Manager. You are missing my point. My point is the entire experience… Creative Cloud Application Manager, website, emails, mail….

Samantha Kawakami: Please, I would like to be put in touch with someone at a managerial level who can address the bigger issue, and not just one piece of software.

Giresh Babu: One moment please.

Giresh Babu: Thank you for being online.

Giresh Babu: Samantha, Creative Cloud Application Manager will get installed according to the Operating system language.

Samantha Kawakami: Oh, forget it. I will try to find that kind of contact on the Adobe website, or other websites, since no one within the company seems to be able to point me in the right direction.

Giresh Babu: If you set the operating system language in English , then Creative Cloud Application Manager will get installed in English Language.

Samantha Kawakami: I CANNOT set my OS to English, because I ONLY have a Japanese OS.

Samantha Kawakami: I’ve already heard that. And that is only PART of the problem I have with Adobe currently. You are only hearing one tiny part.

Samantha Kawakami: I will try to find the contact for someone in Adobe who can understand what I am saying. I will also post this on my blog and facebook and on the Adobe facebook page. Hopefully, someone who can understand the problem will see it and answer me.

Giresh Babu: I’m sorry please stay online while I check information on this.

Giresh Babu: I’ll be right with you.

Samantha Kawakami: okay…

Giresh Babu: I’m sorry for the delay.

Giresh Babu: Thank you for being online.

Samantha Kawakami: No problem.

Giresh Babu: Samantha , I checked and see that you have to uninstall the products and change the language and install the app in English , order to change your CC desktop app you need to change the System language.

Samantha Kawakami: What you are suggesting about changing the system language is impossible, unless I go out and buy a new OS and completely change my computer. But that would cause other issues…

Giresh Babu: Regarding to change the email and mail language you need to contact our customer service.

Giresh Babu: If not I will provide you with the link where you can contact our Phone support, they will be glad to assist you on this.

Samantha Kawakami: Look, I don’t much care about just the CC. It’s all the other stuff, like the *sometimes* issues with the language of applications, and the communications.

Samantha Kawakami: I know how to contact phone support. I will do that on another day when I can devote time to this issue again…

Samantha Kawakami: Because I know that phone support will take another hour or two of time and I have already spent that much time here today.

Giresh Babu: Please clicko n this link.

Giresh Babu: I’m really sorry for the Inconvenience cause to you.

Giresh Babu: Please click on the above link to contact our customer service team.

Samantha Kawakami: To be honest, I’m sorry that I bothered with live chat….

Giresh Babu: They will be glad to assist you on this.

Samantha Kawakami: Thank you for your time, but I am sorry to say that it was not helpful to me at all.

Samantha Kawakami: I have already received the same link you posted, but the last link linked to the English page…

Giresh Babu: I’m really sorry this situation happened to you.

Giresh Babu: I have provide you the Japanese Phone support link.

Samantha Kawakami: Me too. To be honest, I’m sorry that Adobe has such a hold on the publishing/printing industry or I would be done with Adobe.

Samantha Kawakami: Yes, so I have to do it in Japanese…

Samantha Kawakami: Sorry, I know you’re trying to be helpful

Samantha Kawakami: I just think that Adobe seems to deliberately make it difficult to get help with anything other than the most basic simple issues.

Samantha Kawakami: I should give up, because I have never, not even ONCE, gotten a satisfactory answer from any of the Adobe help.

Samantha Kawakami: Sorry to say. This is a very serious company issue.

Samantha Kawakami: I do wish that you would show my messages to your supervisor, so they can know that there are problems with the systems.

Samantha Kawakami: Good bye.

Giresh Babu: I’m really sorry, I certainly understand your concern , Please contact our phone support team they will be glad to help you on this.

Samantha Kawakami: Sorry, but no they won’t. I will get the same runaround that I have gotten through live chat, if my previous experience is anything to judge from. But thank you anyway.

 


Comments

Adobe Live Chat… Worthless — 3 Comments

  1. I totally agree, their service has been really bad with me too, I’ve been on a case with them for over a month, and the typical reply i get is that they are working on the issue, and will update me very soon. Up to this point, I have no answer on the problem that I requested to be fixed, same guys that are on chat are the same guys on the phone.

  2. I agree completely. Their customer service is nonexistent and I will never purchase another Adobe product or service.

  3. I still cannot covert a PDF to excel I get an error message. The person I did chat with recommended that I should try it in 24h. Nothing happens. There are a few other similar comments posted here and no one cares to address them. It is really a bad service. Never experienced this before with any software company

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