Social Media Experiment with Adobe Customer Care and Twitter

| March 19, 2015 | 1 Comments

The Experiment – See If Social Media Can Expedite a Long Standing Support Case

The Case Was Opened On January 22nd

It’s a very simple case of duplicate billing.  Anyone can take one look at my account and see when the duplicate billing started because it is at a different rate than the regular billing and the regular billing has continued normally.  I am sure they even have records of who I was chatting with when the duplicate billing started.  I can’t count the number of support techs I’ve spoken with most of whom have escalated the ticket(s).

Noticed the Adobe Customer Care Twitter Account Listed On the Adobe Site

So I’ve been trying to get this one issue resolved since about January 22nd, and I noticed a link to the Adobe Customer Care Twitter Account.  I wondered who would be interested in watching Adobe either jump to attention or continue to draw out this long saga.  Today the case was closed but it had to be reopened because the most recent duplicate charge has not been credited back to my account yet.  That leads me to believe that the root cause of the duplicate charges has not been addressed yet and no one from Adobe has looked at the big picture of the changes in my account despite it being very clear that I have one  subscription and have been charged duplicately for it since January 23rd retroactively going back to October at two different rates, one correct rate and one incorrect rate.

Time Spent

I can’t count the hours I’ve spent trying to resolve the issue.  I finally had to dispute the charges with my credit card company and even then my bank issued me a new credit card because new incorrect charges kept appearing.  After being without a credit card for a week, today I am updating all of my auto-pays and since I purchase a number of online services, that takes a great deal of time.

The Social Media

Obviously this information is too much for a Twitter tweet, but not for a WordPress post!  I am hoping that I am not the only person interested in seeing if this method produces any results and, yes, I do hope it generates some activity on my Facebook page and other online outlets.  Visit the BCCS Facebook Page and like or share the post if you are interested in the results of the experiment!

The Case Log – One of Five Anyway

This thread has been copied directly from the Adobe Customer Support Portal minus Case Numbers, RMA Numbers, ect…

It is the last and oldest of the five tickets and the only one that is still open and has not been withdrawn by Adobe.  It represents only a fraction of the time spent calling, chatting, and replying to tickets on their support site.

Case #xxxxxxxxxx



Updated

Thursday, March 19, 2015 1:23:13 PM PDT

Opened

Thursday, January 22, 2015 1:26:45 PM PST

Status

Open – Pending Adobe Response

Product

Creative Cloud Indiv

Issue Type

Billing / CC Issue

Subject

Adobe website broken – can’t update cred

NOTES & RESPONSES

Notes from Customer

Thursday, March 19, 2015 1:23:13 PM PDT
Hi, I wanted to let you know that I logged into my Adobe account today and did see the (5) credits for the $32.01 but the most recen
t charge of $32.01 on March 7th has yet to be addressed. The fact that this most recent charge has been ignored leads me to wonder
if the root problem has been addressed. Please read the entire ticket back to the beginning and view the history of charges to my a
ccount to see that it was working fine before I chatted with an Adobe tech and now I seem to have a new duplicate charge of $32.01 t
hat is not only higher than but also posting in addition to my normal charge of $21.34. Please help my resolve this and move on.
I am spending the day updating my auto-pays on my new credit card and I don’t want it to be for nothing. Please help fix my account
. Thanks for your time.

Sincerely,

Brent Carter
(336) 528-5043
bc1121@hotmail.com

Notes from Customer

Thursday, March 19, 2015 10:09:46 AM PDT
Dear Adobe,

Hi, thank you for taking care of this issue. I guess we will really know if the issue was taken care of next month on April 7th if
no further charges for $32.01 appear on my Credit Card statement. Of course I do hope that the normal charges of $21.34 do keep app
earing on the 26th of the month and my service remains uninterrupted.

Also I do have to point out that a new charge appeared on March 7th for $32.01 and I hope that it has been addressed as well. That
makes a total of 6 extra incorrect charges at $32.01 each (4) on 1/23, (1) on 2/7, and (1) on 3/7. All of the $21.34 charges have b
een normal and on schedule.

During this time I have spent hours trying to get this resolved in as timely a manner as possible, by chatting, calling, and replyin
g to responses in this ticketing system. The initial surge of retro charges pushed my card over the limit affecting my credit. I’v
e had to call my bank to dispute charges and my bank made me get a new credit card after incorrect charges kept appearing as recentl
y as March 6th. I was without a Business Credit Card for a week. I’m spending the day resetting up all of my auto-pays that have b
een bouncing all week. Come to think of it last time I had to spend the day doing this was because Adobe got hacked and my bank iss
ued me a new Credit Card. I don’t have online access to the transactions from the closed credit card online to import into QuickBoo
ks, now I only have paper and static PDF statements from the parent account.

All because the Adobe website was temporarily broken and I tried to change my credit card using the online Chat assistance on your w
ebsite when I attempted to report the issue to you.

I do feel that you could offer some compensation for the time and trouble that I have had to spend but I absolutely beg of you, plea
se do not cost me anymore time. Please make sure all (6) of the charges are taken care of. Please make sure no new charges for $32
.01 appear on my new credit card, and please make sure I can keep using CC by continuing to pay the normal $21.34 charges that alway
s appear on my statement in a normal and timely manner.

Thanks for your time.

Sincerely,

Brent Carter
(336)-528-5043
bc1121@hotmail.com

Notes to Customer

Wednesday, March 18, 2015 11:21:31 PM PDT
Hello Brent,

Thank you for contacting Adobe Customer Service.

We are pleased to inform you that we have successfully initiated the
returns for the additional charges. Please make a note of your RMA
number.

RMA Number: xxxxxxxxx, xxxxxxxxx, xxxxxxxxx, xxxxxxxxx, xxxxxxxxx
Order Number: xxxxxxxxxxxxxx

Your refund will be issued in 5-7 days from the date of return
initiation. You will receive an email confirmation once when the payment
is cleared from our end.

If there is anything further we may assist you with feel free to contact
us via Live Chat support in reference to your Customer Identification
number: xxxxxxxxxx or Case Number: xxxxxxxxx.

Notes to Customer

Tuesday, March 10, 2015 6:15:09 PM PDT
Hi Brent,

Thank you for contacting Adobe Customer Service.

This is with regards to your previous interaction with our
representative regarding the billing credit card issue for the order
xxxxxxxxxxxxxx.

Brent, we are sorry for not being able to answer your query in a timely
manner. We have escalated the case to our relevant team to check and
help you with the billing credit card issue. You will receive an email
notification once when we receive the response from our next level. I
apologize for the additional time this will take and look forward to a
positive resolution.

Your unique customer identification number is : 235139266

Notes to Customer

Monday, February 23, 2015 12:54:00 PM PST
Hi Brent,

Thank you for contacting Adobe Customer Service.

This is with regards to your previous interaction with our
representative regarding the billing credit card issue for the order
xxxxxxxxxxxxxx.

Brent, we are sorry for not being able to answer your query in a timely
manner. We have escalated the case to our relevant team to check and
help you with the billing credit card issue. You will receive an email
notification once when we receive the response from our next level. I
apologize for the additional time this will take and look forward to a
positive resolution.

Your unique customer identification number is : xxxxxxxxx

Notes from Customer

Sunday, February 8, 2015 11:16:54 AM PST
Your lack of response is forcing me to dispute these charges with my bank tomorrow on Monday. This better nor result in a disruptio
n of service as I have been paying you $21.34 every month including this past month in addition to the (4) EXTRA $32.01 charges you
have placed on my credit card.

If you examine my account closely you will see that I am being billed twice for the same product SINCE I CHATTED with your rep. Onc
e at $21.34 which I approved and has been working great and now at $32.01 retroactively. Your CHAT person made a mistake and messed
up my account and no one seems to want to fix it even though it has already resulted in over $128.04 in EXTRA charges to my credit
card.

PLEASE FIX MY ACCOUNT ASAP. PLEASE REMOVE THE EXTRA $32.01 CHARGES and make sure my account keeps working correctly. Please LEAVE
THE $24.01 CHARGES the way that they are and just UNDO WHAT THE CHAT PERSON DID.

Notes from Customer

Thursday, February 5, 2015 7:30:34 AM PST
I need these charges removed and the error corrected ASAP!

Thank you,

Brent Carter
336-528-5043

Notes from Customer

Tuesday, February 3, 2015 9:19:13 AM PST
Hi, The person who handled this case broke my account. They said the changed my credit card to my current card but in fact they add
ed a $32.01 monthly charge that somehow became retro. I was able to successfully change my credit card later that day after your we
bsite started working again, and the proof is that I am still being charged $21.34 even now in January and it is coming out of the c
orrect credit card.

Please under whatever this person did. I wish I had never chatted with them. This has cost me a great deal of time. Please remove
the (4) $32.01 charges and stop them going forward. Please undo whatever the chat person did and leave my account the way it was b
efore I chatted, meaning leave the $21.34 charges and the Adobe CC account EXACTLY the way it was before I chatted and remove ONLY t
he $32.01 charges. All you have to do is undo what the chat person did. Everything was fine before that. Please do not remove my
CC license or breaK my $21.34/month payments. Thank you.

Dear Adobe,

I have paid you ever month for my CC subscription. $21.34 every month. I tried to change the Credit Card on January 22nd but your
website was broken. I had to change it via CHAT and even that didn’t work. Later I was able to change it via the website after it
started working again. The person on the CHAT session messed something up. I am still being charged $21.34 per month as I should b
e but now I’m being charged an additional $32.01 per month 4 different times. please undo whatever the person on CHAT did. Please
leave the $21.34 per month but remove all the $32.01 per month charges in January, and make sure I am only charged $21.34 per month
going forward.

Thank you

JAN 28
Adobe Systems
Electronics & So… –$21.34
JAN 26
Adobe Systems
Electronics & So… –$32.01
JAN 26
Adobe Systems
Electronics & So… –$32.01
JAN 26
Adobe Systems
Electronics & So… –$32.01
JAN 26
Adobe Systems
Electronics & So… –$32.01
12/29/14
Adobe Systems
Electronics & So… –$21.34
12/29/14
Adobe Systems
Electronics & So… –$21.34
11/28/14
Adobe Systems
Electronics & So… –$21.34
10/28/14
Adobe Systems
Electronics & So… –$21.34
09/29/14
Adobe Systems
Electronics & So… $11.74
09/29/14
Adobe Systems
Electronics & So… –$21.34
09/29/14
Adobe Systems
Electronics & So… –$32.01
09/09/14
Adobe Systems
Electronics & So… –$32.01
08/11/14
Adobe Systems
Electronics & So… –$21.34
07/09/14
Adobe Systems
Electronics & So… –$21.34
07/09/14
Adobe Systems
Electronics & So… –$21.34
06/10/14
Adobe Systems
Electronics & So… –$21.34
05/09/14
Adobe Systems
Electronics & So… –$21.34
04/09/14
Adobe Systems
Electronics & So… –$21.34
03/10/14
Adobe Systems
Electronics & So… –$21.34
03/10/14
Adobe Systems
Electronics & So… –$21.34
02/10/14
Adobe Systems
Electronics & So… –$21.34
01/09/14
Adobe Systems
Electronics & So… –$21.34
12/09/13
Adobe Systems
Electronics & So… –$21.34
11/11/13
Adobe Systems
Electronics & So… –$21.34
10/09/13
Adobe Systems
Electronics & So… –$21.34
09/07/13
Adobe Systems
Electronics & So… –$21.34
08/08/13
Adobe Systems
Electronics & So… –$21.34
06/08/13
Adobe Systems
Electronics & So… –$21.34
05/08/13
Adobe Systems
Electronics & So… –$21.34
05/08/13
Adobe Systems
Electronics & So… –$21.34
04/08/13
Adobe Systems
Electronics & So… –$21.34
03/08/13
Adobe Systems
Electronics & So… –$21.34
02/08/13
Adobe Systems
Electronics & So… –$21.34

Notes to Customer

Thursday, January 22, 2015 1:52:00 PM PST
Hi Brent,Thank you for contacting Adobe Customer Service.This email is in regard to your interaction with us to reactivate the
subscription. I have successfully updated the details for the subscription for order and activated the subscription. You will
now be charged in next 24 hours and will receive the confirmation email for that. It was pleasure assisting you.If you have any
query feel free to contact Adobe.We are available 24 hours a day, 7 days a week.Thank you.

Notes from Customer

Thursday, January 22, 2015 1:26:45 PM PST
Your website is broken. I tried to update my credit card in both IE and Chrome. It does nothing after I click the save button.

—End Original Post—

—Begin Updates—

Update #1

26 minute response time!  I am pleased so far.  That is a much better response time than 20 days.  Things are looking good so far!  Also, a stranger has favorited my tweet to Adobe Care.

screenshot from twitter containing Adobe's response to my tweet and my response to thiers

 

Update #2

I was a little dismayed here because I had taken such care to spell out the details for anyone who might help me.  I also considered that maybe he was trying to spin the misunderstanding as being my fault because a new charge had appeared since I reported that there were 5 duplicate charges when since then I had reported that 5 had already been reversed and not only did I want the 6th one reversed, I wanted no more duplicate charges to appear at all.  I felt that it was obvious that this is the criteria that should be met before the case was closed, and it never should have been closed until that criteria was met especially after this much time and effort.  I felt that it should be easy to understand that I wanted all of the duplicate charges removed regardless of when they posted and how many there were in the past.  The duplicate charges were quite easy to identify because they were all the same amount ($32.01) and those were the only charges on the statement from Adobe in that amount.  By the time the latest support person before Britt had reversed the (5) charges (after I already had to close my credit card account) the 6th one had already appeared and had been ignored.  Everyone seemed really intent on not looking at the big picture.

screenshot of twitter feed containing the response from Adobe

Update #3

Britt assures me he had read the post and the ticket.  Pinpoints the date of 3/12 that the root issue was sent to their IT department.  He is trying to get an update from them.  I’m still not sure why the ticket was closed before the issue was resolved.  An interested stranger bumps my twitter handle.

A screen shot of a twitter response from Britt and a bump to my twitter handle from an interested stranger

Update #4

Hallelujah! Britt is creating a refund for the 6th charge and will update me on when it is safe to add my new credit card to my Adobe account.  Hopefully when he updates me

a screenshot of a twitter reply in which Britt replies that he is creating a refund for the 6th charge and will update me on when it is safe to add my new credit card to my adobe account

 

Resolution

Success! It only took the @AdobeCare Twitter team 1 day and 3 hours to solve a duplicate billing issue that had remained unsolved for almost 2 months by the traditional support portals. I’m glad they made themselves available via Twitter. That took some guts by Adobe and they made it a good experience!

screenshot of a tweet notifying @BCCSComp that the duplicate subscription has been canceled and no further incorrect charges will occur

Filed Under: Adobe

Comments

  1. James says:

    I had the exact same issue!

    I’m disputing this with my credit card company and I really hope they are able to resolve it. I’m paying for TWO subscriptions to CC when I only own one computer. They can clearly see that the second license is not and has NEVER been activated or used but they won’t cancel or refund.

    Very frustrating!