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Your case number: 0221355663Marc Friedman

Here's what we know about your issue so far. It relates to:

Photoshop Elements Change

Membership, account, payment Change

Payments, invoices, orders Change

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Thanks for your patience. Representatives are currently helping other customers. Your position in line is 47 and your wait time is approximately 14 minutes.

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Thanks for your patience. Representatives are currently helping other customers. Your position in line is 40 and your wait time is approximately 0 minutes.

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Thanks for your patience. Representatives are currently helping other customers. Your position in line is 28 and your wait time is approximately 0 minutes.

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Thanks for your patience. Representatives are currently helping other customers. Your position in line is 27 and your wait time is approximately 0 minutes.

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Thanks for your patience. Representatives are currently helping other customers. Your position in line is 25 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 25 and your wait time is approximately 0 minutes.

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Thanks for your patience. Representatives are currently helping other customers. Your position in line is 16 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 16 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 16 and your wait time is approximately 0 minutes.

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Thanks for your patience. Representatives are currently helping other customers. Your position in line is 13 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 13 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 12 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 12 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 12 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 12 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 12 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 12 and your wait time is approximately 0 minutes.

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Thanks for your patience. Representatives are currently helping other customers. Your position in line is 9 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 9 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 9 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 9 and your wait time is approximately 1 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 9 and your wait time is approximately 1 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 9 and your wait time is approximately 1 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 9 and your wait time is approximately 1 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 8 and your wait time is approximately 1 minutes.

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Thanks for your patience. Representatives are currently helping other customers. Your position in line is 8 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 8 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 8 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 8 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 8 and your wait time is approximately 0 minutes.

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Thanks for your patience. Representatives are currently helping other customers. Your position in line is 6 and your wait time is approximately 0 minutes.

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Thanks for your patience. Representatives are currently helping other customers. Your position in line is 6 and your wait time is approximately 1 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 6 and your wait time is approximately 1 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 6 and your wait time is approximately 1 minutes.

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Thanks for your patience. Representatives are currently helping other customers. Your position in line is 6 and your wait time is approximately 2 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 6 and your wait time is approximately 2 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 6 and your wait time is approximately 2 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 6 and your wait time is approximately 2 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 6 and your wait time is approximately 2 minutes.

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Thanks for your patience. Representatives are currently helping other customers. Your position in line is 5 and your wait time is approximately 1 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 5 and your wait time is approximately 1 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 5 and your wait time is approximately 1 minutes.

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Thanks for your patience. Representatives are currently helping other customers. Your position in line is 4 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 4 and your wait time is approximately 0 minutes.

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Thanks for your patience. Representatives are currently helping other customers. Your position in line is 4 and your wait time is approximately 0 minutes.

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Thanks for your patience. Representatives are currently helping other customers. Your position in line is 1 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 1 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 1 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 1 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 1 and your wait time is approximately 0 minutes.

Thanks for your patience. Representatives are currently helping other customers. Your position in line is 1 and your wait time is approximately 0 minutes.

You are now chatting with Arpita.
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7:11:49 PM

Arpita:

Hello! Welcome to Adobe support.

7:12:57 PM

Marc Friedman:

My name is Marc Friedman, my Adobe ID is mf14@aol.com. I purchased Adobe Photoshop Elements 15 and Adobe Premiere Elements 15 Student and Teacher Edition today. It has since been removed from my computer as the program continually crashes. As this was purchased today, please refund the amount paid on Order # AD004447482EDU. As I have waited over 3 hours 19 minutes for someone to chat with, if we get disconnected for any reason this charge will be disputed on my credit card due to the extremely poor access to customer service, and unacceptable waiting times to chat with a representative..

7:13:17 PM

Arpita:

I apologize for the inconvenience.

7:13:23 PM

Arpita:

Please allow me 1-2 minute(s) to review your account details.

7:15:25 PM

Arpita:

We appreciate your patience and apologize for the wait.

7:15:53 PM

Arpita:

As I understand you need help with cancel your order for PEPE 15. IS that correct?

7:16:04 PM

Marc Friedman:

Yes

7:17:06 PM

Arpita:

Thank you for confirming.

7:17:14 PM

Arpita:

I am reviewing your issue. Please stay online 2-3 minutes and do not close the chat window or browser in order to ensure our chat session is not interrupted.

Your chat transcript will be sent to mf14@aol.com at the end of your chat.

7:21:14 PM

Arpita:

We appreciate your patience and apologize for the wait.

7:21:16 PM

Arpita:

Marc, I have forwarded your request for refund to the cancellation team. I would like to inform you that the order is still not completed and it will take around 24 hours to complete from the time of order placing. Once order will complete we will process the refund and you will receive the amount in next 5-7 business days.

7:21:40 PM

Arpita:

Your case number is 0221355663

7:21:40 PM

Arpita:

Is there anything else I can help you with?

7:21:51 PM

Marc Friedman:

Thank you, no that is all.

7:22:10 PM

Arpita:

Thank you for contacting Adobe.  We are available 7 days a week, 24 hours a day. Goodbye!

Yesterday, March 3, 2017, I had high hopes of downloading and using Adobe Photoshop Elements 15 (PE15) for cataloging, enhancing, and sharing my mid-size photography library that has now reached approximately 25,000 photographs.

Well, upon installation of Adobe Photoshop Elements 15, one of the first things I tried doing was importing those 25,000 photographs into the PE15 Organizer.  At 12,412 photographs PE15 crashed.  Thinking it was a glitch, I once again started the import, only to have PE15 crash again at 18,545 photographs These crashes re-occurred time and time again upon trying to import my photographs to the organizer, and finally I just gave up.

Thinking the smart thing to do would be to call customer support at Adobe to cancel my order, I came to find out Adobe doesn't provide customer support on PE15 via telephone; only online chat support.  So, I cued up in chat support with 40 + people in front of me...., and I sat and waited...., and waited....30 minutes passed, and I barely moved in the cue, an hour passed, and my position was still in the high 30's.  Then the first hour passed and I made it to the low 30's.... Not to drag on, but the cue lasted 3 hours 22 minutes. 

At that point all I wanted to do was get my money back.

Adobe seems to be having serious customer service issues, has anyone else experienced the same?