False and misleading customer service claims
You need to vastly improve the training of your support staff- I went through 5 agents and three hours of my time trying to get a simple question answered- one agent 'Priya' completely misinformed me about HIPAA compliance and a BAA contract associated with upgrading to Adobe Acrobat DC --Me: "Does that plan offer a BAA contract and is it HIPAA compliant?"
"Yes, as it includes Adobe sign features in it. Once I will change your plan I will connect you to the Adobe sign support and they will help you with the BAA contract."
and it then took me almost 3 hours to fund out this tidbit of information was completely false:
"Just went through the chat. I realize what the agent Priya told you started all this trouble. Apologies for your time spend here although I had no control over it.
community.adobe.com , you can post your query in here, they will help you with this. Or I can help you in cancelling the plan as the product is not compatible with your need. I will also create the refund for the charge that has been made. I hope that will be okay for you."
SEE ATTACHED THE COMPLETE CUSTOMER SUPPORT DISASTER THAT I EXPERIENCED
Keri Stiverson commented
Robert, Thank you for posting your chat log. I read all of it. If Adobe is not offering a BAA then the search continues for a HIPPA compliant e-signature service. An accessible BAA would be such an easy way for Adobe to capture the huge medical market in need of this service, especially as teleworking is on the rise.