Adobe Support is Terrible

In my line of work I do a lot of graphic design and use all of Adobe’s products. I’m a big fan, generally, but recently had a horrible Adobe support experience.

I subscribe to Adobe’s Creative Cloud service – which costs around $50 per month to access all applications. Well, I thought it was all applications. However, when I wanted to use Adobe Captivate I was a little shocked to find out that this does not appear to be included in the bundle.

I trawled through Bing’s search (I’m enjoying Bing more than Google at the moment, but that’s another story…) And found I’m not the only one surprised that Captivate is not included in Creative Cloud. What’s sad from reading this discussion is that Adobe seems to be largely ignoring their community here. Two staff have chimed in, but nobody has taken any action or given a categorical answer. Additionally the thread started where users could vote to include Captivate in Creative Cloud has been shut down by Adobe 🙁

So Adobe wants to charge me $50 per month to access a “Full Suite of Creative Applications”, but charge me an additional $485 for a one-off license to Captivate so I can record screencasts… Just doesn’t make sense.

I dived on to Adobe’s Support to email them and see if I could get an answer to this.

Sadly, Adobe don’t provide an email address for support… Even when you pay $50 per month/$600 per year. Instead they funnel you through an automated system which tries to pigeon-hole your problem, which is impossible because there isn’t a hole that this pigeon fits into. Finally, Adobe gives the user a couple of options – Ask the Community in the forums or go to Live Chat with an Adobe representative.

I opted for the latter – and here’s what happened. A chat window opened – image below, where they repeated my question and told me I had to wait. I stared at the chat window for a full 20 minutes before going away to do something else. I left the chat window open so I could at least see what they said when I got back. On my return I found they had repeated my question, obviously automated at their end – there isn’t a real person communicating with me here, and then Adobe closed the chat for lack of activity without answering the question…

Here’s a transcript of my chat session:

Thank you for contacting Adobe.
A representative will be with you shortly.
Thank you for your patience.While you wait, you can try our community forums where experts are available 24 hours a day, 7 days a week.

We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
You are now chatting with Anusuya.
Anusuya: Hello! Welcome to Adobe Customer Service.
Anusuya: Hi Lachlan.
Anusuya: I understand that you wish to know why Captivate is not included in Creative Cloud Membership.
Anusuya: We have not heard from you for some time.  Do you wish to continue to chat?
Anusuya: Thank you for contacting Adobe.  We are available 7 days a week, 24 hours a day. Goodbye!
Thank you for contacting Adobe Customer Care.
Your chat session has ended.

Adobe, you suck. You charge a premium for your subscription service, which supposedly comes with 24 hours support. You make users wait an ungodly amount of time to enter a chat with a real person, and if while they are waiting you stop getting a response you automatically disconnect them without addressing their issue. And finally, you want to charge an additional amount for an application that should have been part of the Creative Suite all along.

Screen shot proof:

Screen Shot 2014-09-30 at 3.50.34 pm

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