Dear Lifehacker, I have desperately been trying to contact Adobe over a problem with my Creative Cloud account. I figured support would be local (I thought that was a justification for the higher price). However, the call centre is in India. I have had excellent service from Indian call centres before, but here I’m stuck : no matter how hard I try to spell it out they cannot understand my email address. They tell me to hang up and try again. What can I do? I can’t find anybody local to talk to. Thanks, Can’t Get Through
We can offer both some specific advice for your situation and some general hints. For Adobe, you have two other possibilities to establish contact (and pass on your email address): the Adobe Online Chat page and the Adobe ANZ Facebook page. In this context, online chat is a better choice, since you probably don’t want to post your email address on a public Facebook page.
If you’re having difficulty getting in touch with a call centre or being understood, then looking for online alternatives is a sensible alternative strategy. As well as the company’s own site, check for Facebook and Twitter options. While many problems will ultimately require a phone call to resolve, being able to establish basic contact through other means can be helpful, especially in a situation like this where it’s just one key piece of information you can’t convey.
If phone is the only contact method and you can’t be understood, it’s entirely reasonable to ask to be transferred to someone else, or to a supervisor. As with any call centre discussion, the key is to stay polite and stay calm. Don’t make angry, abusive or racist comments; none of those will help to get your problem solved.
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