As an IT person, I've heard nightmare stories about Adobe's customer service. Still, given the highly sophisticated nature of the Adobe Connect software suite, I thought I might have better luck with them than others. I had a question about setting up pods for remote training and an error I was getting from the software while attempting to do so. It felt like I was going in circles with their online customer support, so I decided to call them in person.

Given how many intricate features are packed into this software, there are hundreds of reasons why users would need live support. From setup issues to integration issues to launch problems, it seems as if Adobe Connect should have a call center dedicated to helping its higher-level clients get the most out of this software. It's not something like Adobe Flash, which anyone can have an issue with. However, I was disappointed to find that Adobe doesn't actually offer much support to consumers, at least not from a live person. They're heavily pushing the online support option and in this case, I already tried that and really needed someone to troubleshoot with me in person. 

I know I reached the correct line because immediately someone thanked me for calling the Adobe Connect manager sales line. Then, the recorded message told me to note that sales agents can't assist with non-purchased products, and to go online for further support. My company had purchased this product, so I didn't worry too much about that. The system then told me that if I was calling about Adobe Connect, press one. For help with Adobe Live Cycle, Adobe Designer, or Adobe Experience press two, and press three to hear the options again. 

I pressed one and the next directory list said to press one for government sales inquiries, two for non-government, and three for Adobe Connect technical support. I pressed three, since that's exactly what I needed, and the same recorded message told me, "Please note that sales agents cannot assist with non-purchased sales inquiries, please go online." It then abruptly hung up on me. It seemed odd, so I tried a second time, but the same thing happened.

Suffice it to say, I received no help for my purchase and am frustrated at this point. My plan is to chat with their live support once the weekend is over to see if I can get another phone number that might be of more assistance.