The License Review process is unsecure and liable to lead to lawsuits
Sending a random email with a link to complete a "License Review Form" without any ability to confirm the source is extremely risky and shows a complete lack of security concern. Then asking for help from phishing@ goes unanswered and replying to the review email results in nothing but canned responses. This shows that no one has put any thought into how this looks to a customer and exposes Adobe to liability that breaches contractual limits to liability for being blatant negligence.
I have no issue verifying my licensing, although just trying to get ANY valid authentication of the origination is frustrating to the point of insanity. I even attempted to discuss how to verify the providence of the email with the person claiming to be with licensing. Apparently I was quite the inconvenience on Cashunda's time, even though she set the meeting up.
The absolute lack of security, basic common sense, and professionalism experienced is astounding.
License reviews should be handled via the Admin portal. Use an email to send the customer to their portal and that's all. Then, there is no need to validate an email sent out of the blue and zero chance of a malicious actor utilizing this ridiculous process to extract secure information from your customer base.
Also, someone at Adobe needs to understand that terrible support interactions will drive them to find alternatives. I know I will.
Mike Bilderback
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Brian Lacky commented
It’s frustrating when a review process drags on without clear updates, especially if you’re left unsure who’s actually handling your case. I’ve seen people try to push things forward by documenting their concerns elsewhere so the company feels more pressure to respond. Platforms like https://yelp.pissedconsumer.com/customer-service.html are basically hubs where users share their own timelines, what worked for them, and how the company eventually replied. Checking that kind of feedback can give you ideas on how to frame your next follow-up so it gets noticed faster.