I have been furious with Adobe customer service for the last 3 months. Each time I call, they give me a new case number stating "Pending Adobe Response" I have yet to have any of my cases resolved. I eventually contacted VISA and filed a dispute. They are now trying to get my money back.

Please pardon us while we jettison our US-based customer service employees and send hundreds more jobs overseas. The service might be crappy, but we're saving tons of money. You understand, don't you? Please bear with us. Big smiley face.

Dearadobe, THANKYOU to all best helpeers.. Please to here you work MOST HARD to globalise expectation of service. YOU VERY GOOD now must restart computer!

Sounds like standard version of excuses every company is using to placate angry customers... Time will show how serious Adobe really is about improving their customer support.

Sorry, US ppl... good customer service is not a question of having a support center in country. Big companies have support centers around the world, which service their own area. Commonly Americas-EMEA-AsiaPac. We in Europe are in years past used to calling from Sweden or Italy and talking to a support person in UK or Netherlands. It's simply a question of having people working long enough to acquire real knowledge and understading as opposed to certifications.

The problem is, as usual, money. We had a darned good, professional support team in EMEA. Outsourced to a "recognized leader in service and support solutions". Launching the team was announced to be a "major global transition that includes bringing more than 800 new agents onboard." A year later majority of the good, professional team had left, mainly because of the fact that money didn't by far correspond to what was expected performance-wise. And that's not even when it really started going downhill.

The team was dismantled last summer and moved to a cheaper company. Now you guys are reaping the fruit. You should realize that "bringing 800 new agents" doesn't mean 800 NEW agents - it means 800 ppl taken from the street to replace ppl who have been working to help you guys sometimes for years. It'll take about another three to six months before the newbies are professionally on the level that you expect.

In telephone support business people come and go. You may see 200 ppl passing through the floor within a year. That's about two new hires every 3 days. Can you really expect to have knowledgeable people helping you in this situation?

This is an ongoing trend all over IT business. They pay the support guys peanuts, correspondingly they get monkeys. This trend will continue as long as you, the paying customers, are willing to accept it.

So the actual question is: are you, and how long?

You get those customer surveys, and usually dump them without a second look. Except when you are not satisfied with the service you received. Now the problem is that these surveys actually do get read, so how about giving a positive feedback when it's due? That might encourage the company actually to keep the good, knowledgeable people aboard and even pay them accordingly instead of all getting the same absolute minimum allowed salary - which in turn would lessen the turnover of the people on the floor, and eventually give you guys the service level which a professional user could expect.

I paid a month ago for a cross-platform upgrade. Opened a case and cannot get anyone there to help. Their online help is non-existent and their phone help is at least one hour of waiting before they inform you they can't help.

Wish there was another version of Illustrator with another company. Tired of bad service and spending big bucks with them!

DOes not seem to amaze me the negligence Adobe applies to their customer service. It may stem from the same applied to their product development. Hope your issue is resolved asap.

Long overdue! and honestly not believable either. i love adobe products, but their service sucks. it took them 5 months to send my my upgrade from CS3 to CS4 when they innitally said 2 weeks. not to mention if you have an issue, you'll spend hours on the phone with them if not weeks, only to have the issue unreselved!

Just trying to order and download Adobe products is a nightmare. They take the money from the credit card in seconds but the order is "under review" for hours or days. Calling customer support results in an expensive phone call that is redirected to their outsourced mid east support people that have trouble understanding English so trying to resolve the delays is very frustrating. the process does seen to indicate they do not want any complaints or to provide customer service. I am still waiting for my $400 software. I think I will buy a pirated copy next time.

Beyond horrible. I've been trying to get what I think is either a bug or some obscure file issue looked into and it's been almost two weeks just getting to someone who is even mildly familiar with the software. The routine is always the same. You get someone on the phone (the "wait in the cue and we'll cal you option is by far the way to go, having already experienced the ridiculous hold times you get by just calling) who knows nothing about the software, they put you on hold for a LONG TIME to ask someone who knows almost nothing about the software, then they come back on the line, thank you repeatedly for your patience, and either tell you that the problem is with another application (which doesn't make sense), refer you to another ridiculous Adobe non-support center, or suggest something so ludicrous that you're ready to have a coronary. If you demand to talk to someone else, the supervisor is always "on the line" with another customer (i.e., sleeping because it's 3 AM in Mumbai). I mean, why the BS with the fake name and the absurd time excuses? We're not idiots! I have gotten a "supervisor" once, who also had to "consult" with another "expert" and couldn't resolve or explain anything about my problem. At least he was able to reproduce the problem on his end, which is FAR better than anything I'd gotten before him, and he seemed like a decent, intelligent guy, who was interested in resolving my problem, which I guess means he will be leaving soon. He says he's escalating my issue, but apparently this means that the person at the next level up, which I assume means someone who might have actually used the software, will be communicating BY EMAIL with him, not me. And I get to wait another four days for the potential of some word on the issue because it's Thursday, meaning Friday in India, and they don't work on the weekend. So I might get more information, or I might just blow my entire project because there is no support whatsoever for Adobe products. I am a professional. I am not a moron. I have been using Adobe products since they started making them. I rely on this software for my income. This is unacceptable and there is no recourse because Adobe owns it all.

It's 2011 and it still sucks. It has been the worst customer service experience I have ever had. What is their excuse now?