Adobe’s earns a 4.4-star rating from 154 reviews, showing that the majority of creative professionals and casual users are very satisfied with software and services.
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unbelievable customer support
Needed to access an important document, which requires the installation of Adobe Reader. The program installed, but wouldn't run on my computer. After 30 minutes' wait to get ahold of customer support, I was told to retry on a different browser. When this failed, I called again, and after much waiting was told to retry with a different computer, and to look through the trouble shooting links on the web page before calling again, please. After trying to install the reader on 5 different computers, trying every browser available, and reading through all the trouble shooting pages on their site, I called again, only to be put on hold once more. After 25 minutes, I had to hang up and run to a meeting. By the time I got out, it was after hours, and they wanted me to pay $50 just to get a tech guy on the line. When I refused and demanded to speak with anyone else who might know, they hung up on me.
Mark my words. For the rest of my professional life, I will go out of my way to avoid any company that requires me to deal with/financially contribute to Adobe, however indirectly. I used to sympathize with the whole digital rights management deal, but now I will gleefully rip, burn, steal, and distribute any intellectual property that tries to protect itself through Adobe. They are a truly inconsiderate company.
The complaint has been investigated and resolved to the customer’s satisfaction.
registration
If the geniuses that run Adobe ever want to know why there are so many pirated copies of their software circulating they should try going through an honest registration process of their own product.
We purchased Adobe Creative Suite 5 installed on a new Mac. We didn't realize that Apple doesn't register the software so when we went to register it is was beyond the original 30-day installation. Shouldn't be an issue but it wouldn't accept the product key. Hours of phone "service" and numerous e-mails later "Did you purchase this from Adobe?"...we went back to the Apple store with the actual computer, discs, and packaging. The Apple guys struggled with Adobe for over two hours.
You actually have to get a bit nasty to get anywhere because they just want to keep getting you off the phone with the promise of an e-mail response.
According to the the techs as the Apple Store this is not unusual. I know Adobe and Apple are arguing at a corporate level about Flash but is Adobe taking it out on the customers?
I expect a lot more from a "premium" USA-based software company.
The computer is now home and we're supposed to get a registration number e-mailed "within 48 hours". No one's holding their breath. We would be up and running with a pirated copy.
Are you listening Adobe? This is kind of basic stuff.
The complaint has been investigated and resolved to the customer’s satisfaction.
Pathetic
Adobe is a pathetic company, their products may be great but it seems above them to support the customers who buy their buggy software. I bout ps cs4 for osx, and the crap still isn't working. Plus adobe feels that it is too much for me to ask for help, they refuse to help through the phone, email, and online. Ofcourse this is for many reasons, the phone is in India where they have no idea what Im talking about, (im using a mac friends) email ofcourse is unofficial for adobe, they just don't use it, and online is ALWAYS busy, ALWAYS. Do not buy adobe software unless you have too, even if its the best, it doesn't help if it wont work.
The complaint has been investigated and resolved to the customer’s satisfaction.
software scam
Ordered CS4 Master Suite and expected to get box with 20 to 30 CDs encompassing 11 or 12 Adobe programs. Got instead a password and download key to download about 23GB of data. Obviously a pirated copy with a good probability of malware or trojan virus. And Adobe will not register the product so it is a pirated copy. Came from Riga so I think that is in Latvia or Romania. Charged me $154.75 and there is no way to contact them for a refund. They won't answer repeated attempts [protected]@downloadshelp.net.
The complaint has been investigated and resolved to the customer’s satisfaction.
my attidude are better than yours you ###ing piece of ### ### mother ###er ###.
you are right mate! this mother ###ers are a bounce of ### foreiner pieces of crap. hope you can die ###!
Rebate Fraud
$20 Rebate offered at Frys is non-existent.
Purchased Adobe Photoshop Elements on 12/15/09 with understanding on box and shelf label that Adobe will provide $20 rebate for the product. Additionally, Frys issued a "rebate" receipt noting where on Frys web site I needed to retrieve the rebate coupon/form necessary to receive the rebate.
When I downloaded the form from Frys' web site, it noted that the rebate expired on 10/31.
When I reached Adobe, they said that they do not control the rebates in question, they are handled through a third party outfit in Texas. The address on the rebate form is a PO Box that (according to the USPS) is no longer open. No other information is provided.
This is a case of Frys and Adobe ripping us off with the rebate scam.
These should be outlawed.
The complaint has been investigated and resolved to the customer’s satisfaction.
Whatever you do DON'T purchase anything from Adobe with the promise of a rebate. I could write ten pages of the rebate debacle that Adobe put me through, but I won’t put you to sleep. I will tell a few facts that even if you send in all information requested AND within the time period that Adobe requires, Adobe will invent and/or falsify requirements so as to not send you a rebate. For myself, it went on for six months (yes, really) and the finally straw was when Adobe “customer support” tried to tell me that buy.com is not a participating retailer for the rebate program. This is 100% false. I have made five phone calls, four chat sessions, and send in two letters and I am still waiting.
Please do a search on Google (or whatever search engine you prefer) for Adobe rebate scam or something to that effect and you will be amazed on the results. It’s not just PSE 9.0 it’s all their products. There should be a class action against Adobe.
Unfair business practices
I just bought two new Canon cameras that I can not use because Adobe has refused to offer the update plug-in for those cameras on its Photoshop CS3 and Lightroom 1.4 programs that are barely two years old. These programs cost hundreds of dollars. To pay for updates for these programs is several hundred dollars. Many of us could understand the necessity of paying for updates if the programs were say four years old or more--but not two!
UNFAIR PRACTICES! CONSUMERS BEWARE! Many consumers including myself purchased the cameras and then found out afterwards about the update issue.
Browser High jacking
I have lately been getting bombarded by pop ups that stop my browser and key board from Adobe Flash Player. When you give in and download it your fine tell the next visit to any web page. This is no different than a browser high jack attempt. You can not e-mail the company unless you have a registered product. And phoning is a joke. I have read forums with thousands of others wanting the same answer. I could understand downloading it and being left alone but this is just a quick fix to get through your session with out your browser/screen being grayed out with Adobe's plea. Are thay above the law? And who else or what organization handles stuff like this.. I cant even find an Address on there web site.. And yes, I already have Adobe Flash installed. I have even uninstalled it with no relief at all..
The complaint has been investigated and resolved to the customer’s satisfaction.
I too am sick and tired and angry that adobe flash player are spoiling my viewing time on my laptop, I like to watch sport and
my lap top is my only medium..but again and again and again this adobe flash player wants to use my laptop info square keeps coming up like a f***n wasp over your drink! surely we can sue!.its a form of computerised stalking..I would like to find the employee details of Adobe so I could take it to a much more personal level...
all of a sudden I can no longer pull up videos unless I sign up with adobe flash?-Its supposed to be free?-I dont trust it, and evan though I tried 7 x to sign in it does not happen.anyone have the same problem?
I, too am having problems with the Adobe Flash Player crashing every two minutes. It does not matter if I am using a Facebook app, looking up information, or even when I am at work. The Adobe Flash Player crashes at work all the time as well. i just hope that it does not decide to crash if I am paying a bill online. I have complained numerous times to Adobe Flash Player when I get the gray crash report screen. I am sick and tired of having to spell out the details every time it happens. Just to keep an opened mind, I have even checked with Mozilla Firefox hoping that they could help to fix the problem, but on my computer, Mozilla is completely up to date. A while back when looking at past complaints and comments about Adobe, whoever it was on Adobe said that they want to help, if you have a problem, give specific details, but keep nasty language out. They said that they are all volunteers that run and operate the system. If that is true, then that is a big part of the problem An organization, regardless of what it does, is going to get mediocre help and support if they use volunteers vs paid staff. Besides with the fees that internet providers charge, and the ads that are all over the internet, you would think that they can afford to have a few reliable and COMPETENT support staff. I wish that I knew who I could complain to regarding this, as I am sure that other on this blog would as well.
ABSOLUTELY, DO NOT EVER TRUST Adobe Crashplayer. I can't even enjoy a half-hour tv show (which I have no choice but to watch on a laptop) because Trashplayer crashes anywhere between 15 seconds & 6 minutes into a show. The constant need to "Send Crash Report" & reload the page means I miss most of the program. There is no tv reception in my area without cable service & with the extortionate rates for service here, this nonsense with adope trashiplayer is BEYOND unacceptable. Of course they couldn't care less about complaints; I'm convinced the place is run by parasites & maybe an amoeba or two, & there's not even one functional brain cell in the entire company.
Saoirse S.
Pandora informed me that I needed to update flash player again. I went to the Adobe website and did that. Adobe hijacked my computer, replacing Google with the Yahoo search engine. I immediately uninstalled flash and changed the automatic link to Yahoo. I cancelled my Pandora subscription since I no longer have flash. Pandora very quickly processed a refund. That refund will be donated to the American Cancer Society. Adobe referred me to the forum. It was obvious that they hadn't really read my comments. But I solved my problem. Since they want me to get unneeded help via the forum, I am showing my disgust in a public forum.
I will NEVER install flash player again. Hijacking is a crime!
Tim
I'm very disappointed about the Nokia windows unsmart phone if i was told about it not being able to get adobe flash player i wouldn't have got it what a let down. I'm going to get a Samsun i just think I've been scamed.
I have selected an option of not allowing websites to embed information on my computer without permission and a pop up window shows who wants to embed information with allow and deny buttons to click on. I try the entire time the video is running to click the deny button and even though it appears to have worked, often times it does not phase it. So, I have this window in the middle of my screen and no way to get rid of it. The site that most often this happens with is l.yimg.com and I have no idea who this is or why it is impossible to deny them this ability but I have to think that this problem is going to have to be solved by a class action law suit. I will write a letter to Adobe Flash Player and give them the heads up to fix the problem immediately and let me know they have done it, or I may have to set this lawsuit in place soon. Can't take it any longer.
just upgraded the adobe flash before I realized what I was doing and ever since 1130 when I upgraded my system has frozen or crashed and now is unable to record. Earlier I was recording 3 videos. This has happened again and again PLEASE does anyone know another flash program I am ready to dump adobe for good and I have aLL all their programs read flash and two others i am to pissed to remember. I am done please someone just give me a direction to a better program.
Use Yahoo browser and you want have the problem.
the new adobe has crashed my computer 6 times in the last hour and thats just today, its really irritating to have to start my computer over and over again and the computers reason for the download is pointless because the program still isn't working with the new adobe flash player and even trying to uninstall it has caused my computer to crash and its still installed.
fraud
Like another complain here, the site for buying Adobe Photoshop redirected me to the software-hq.net site. There was an offer to sign up for 3 years to use the product (Adobe Photoshop) for $12.65 for a total of $37.95. It stated that the instructions will be sent to me in an email. I was able to download the Adobe Photoshop however the email with instructions never arrived. I paid with PayPal and I will dispute it and hopefully get my money back. I hope we can put an end to these unscrupulous online predators.
The complaint has been investigated and resolved to the customer’s satisfaction.
Charging to help fix a licensing error that locks user out of the programs
I am having a problem with Adobe CS3 Web Premium running on Windows Vista. I bought the software this summer. It worked for a month and then I got the message "Error Licensing for this product has stopped working" when I try to start any Adobe CS 3 application. None of the programs will open now. I worked through as many of the solutions on their support website as I could, but no go. I just got called for support.
The support line says they have to charge me because they have just released a newer version. I talked to a supervisor and they said the same thing. I don't think you can charge so much for software and then not take care of a licensing problem. The supervisor said it could be a conflict with a virus protection program, so not their problem. I pointed out that everyone has to have virus protection and I've never had a conflict with other products like that, where you can't even open the program, getting a licensing error message. The problem was on the Adobe homepage for a while, so it's clear many people were had the same issue.
If the program was old enough to be replaced, shouldn't all the bugs have been worked out? It’s not a beta product – and didn’t cost a “beta” price.
Now there doesn't seem to be anyway to get to someone that can make a supervisory decision not to charge a customer for something like this.
The complaint has been investigated and resolved to the customer’s satisfaction.
Website Unhelpfulness
This may seem trivial, but it's part of a larger problem. I have a problem installing the newest Flash player. Adobe has no telephone support for this, only online. Not a problem, except I don't want to sign up for an Adobe ID just so I can ask a technical question. I do not want to continually have to provide personal information to companies that I am only patronizing in passing. I couldn't find my answer in the forums and I could only email someone if I signed up for a login account. Yes this player is a free product, yes I'm a casual user, and maybe I should just suck it up and sign up for an account that I'll probably never use again and will forget exists in a week and will continue to get junk mail from forever... However, I don't have to and shouldn't be made to. Adobe needs a less paying-customer-and-graphic-design-friendly customer support website and a more casual-user-and-possible-future-customer friendly page. If I get the runaround for something this simple, what happens if I became one of their beloved Platinum Support Plan users? Thanks for nothing Adobe.
Adobe rejected my rebate claim as follows:
"Department: 090256 - Adobe PE 6 & PE 4 Bundle $30
Submission ID: [protected]
Unfortunately, we were unable to honor your request for the following reason: You submitted proof-of-purchase tab 2. Proof-of-purchase tab 1 is required for this promotion."
I know that I submitted Proof-of-purchase tab 1. Tab 2 is still attached to the box.
The complaint has been investigated and resolved to the customer’s satisfaction.
Did not receive software
Ordered Adobe Flash Player software and was to be downloaded but did not receive. Please cancel the order as I have not received the product.
Order #BDE8RQ3Q
Confirmation details for a membership which I did not order was ds947u and password was us96dk.
Please cancel the purchase and credit my charge card.
Thank you.
Jay W. Leek
This is a shared user name and password.
This is a shared username and password.
THIS IS A SHARED USER NAME AND PASSWORD FOUND ON .
Install problems
When ever i try to install "adobe flash player" it says i need to install "active x" and then when i try to do this a little window comes up that says install or don't install. ill press install but nothing happens. and because i can't install these things i can't play anything that has adobe flash player. Please write back on anything that will fix this problem.
Thank you
I just started having the EXACT same problem. I've got no idea how to resolve this issue. No other games generate this pop-up, only DoubleU Casino. I think I'm just going to have to uninstall it.
When I play DoubleU Casino there is an annoying popup that requests my permission to store documents on my computer. I do not want this storage used by anyone in other words no one will have control of my computer. How can I have this popup removed! or do I have to stop playing this game. Why are these requests being made continuously - is it to prevent me from playing? your immediate response is appreciated.
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Adobe emailscustomercare@adobe.com100%Confidence score: 100%Support
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OVERCHARGED WHAT WAS INTENDED! I ONLY COMMITTED TO BEING CHARGED ONE FEE FOR $11.95. WHEN THE SUMMARY SCREEN CAME UP, IT CHARGED ME $73.63! THE HORROR. I DID NOT HAVE THAT TO GIVE, AND IMMEDIATELY CALLED THE COMPANY ONLY TO FIND THAT IT WAS OUTSOURCED TO SOME 3RD PARTY CALL CENTER WHO DID ABSOLUTELY NOTHING. They were not understanding about any of it and only wanted to offer me a 10% discount. After several rounds of trying to clear this up I ended up going no where and they essentially said their was nothing they could do?! I asked for information to file a complaint. They could not provide one or couldn't provide an answer to any of my questions for that matter. I am so upset I don't know what to do. I only wanted to be able to open up PDF files. $73.63 to open up files is a hefty price to pay just for that! I will never ever EVER think credible of the company ever again.
Showing on my bank account on5/28/09 was 66.74 and then today 5/30/09 was 66.74 doubled billed was taken out twice. What do I do about getting a refund for the doubled billed. Thanks Rhonda
CHARGES OVER WHAT WAS TOLD TO ME
>"Needed to access an important document, which requires the installation of Adobe Reader"
Come on, are you kidding me, Adobe Acrobat has been around for a while! It's a standard format for documents in the business environment.
>"After trying to install the reader on 5 different computers, trying every browser available"
You don't need a browser to launch an application to view a document. You tried installing the Reader on 5 different computers, who was stupid enough to let you near their computer?
>"Mark my words. For the rest of my professional life, I will go out of my way to avoid any company that requires me to deal with/financially contribute to Adobe, however indirectly."
Maybe you should get some additional training or have someone who knows what they are doing to do maintenance on your computer! There are multiple Acrobat readers in addition to Adobe's.
>"When I refused and demanded to speak with anyone else who might know, they hung up on me. "
How were you entitled to free technical support, you obviously do not own any of their products. Do you typically give away your time and services. If you truly are a professional, then you should invest in the tools which includes software and technical support. I would have hung up on you too.