Case # ADB-17311074-R0M2
Using the chat feature, I was informed that the customer service representative would need to remotely access my computer to fix my issue. He told me I would have to agree to remote connection as well as to have my screen recorded for quality assurance purposes. I informed him that I did not want my screen recorded, to which he told me that was not something that Adobe could support.
When I opened the remote sharing filed, the user agreement clearly states "We record sessions for quality assurance and training purposes. You may choose to not have your session recorded if you prefer."
Going back to the customer service representative, I told him again that I did not want my screen recorded, and copied the user agreement which stated that it was my option not to have my screen recorded while he accessed my computer.
He then proceeded to tell me just to minimize all my files, to which I again stated I didn't want my screen recorded. To this, he stated he would not be able to help me without me agreeing to it.
Transcripts of this chat are attached. Would like a response as to why user options laid out in the user agreement are not able to be met by Adobe customer service representatives.