Adobe Customer Service or lack thereof?

[Tammy Van Boening]

So, I have read many threads about the unfavorable customer support
interactions that so many of us staunch users of Adobe products have had and
unfortunately, I can so relate. I debated about whether adding my own
experience  (again) to this thread, but I am so beyond frustrated, that I
hope by posting this, someone from Adobe India is reading and maybe, just
maybe, the idea of accountability and actually providing customer service
might start percolating. 

Last week, what should been an easy 15 minute upgrade from Adobe  Acrobat 9
to Adobe Acrobat X turned into a 2 hour nightmare. The issue is a known
issue when upgrading from CS versions, but there is a weird take on it for
Adobe Acrobat X.  The issue and its resolution, which is not simple and
requires heavy interaction from Adobe Support to resolve, is posted on the
Adobe Forums.  Although the resolution is presented as Adobe being aware of
it and knowing what to do, this understanding of how to do achieve this
resolution obviously limited to a few support agents. After begging and
pleading for over 2 hours, I finally got the agent to figure out what needed
to be done to resolve my issue. (Initially, the agent was insisting that my
issue could not be resolved and I had to provide him the link from Adobe's
site that indicated that yes, Adobe was indeed aware of the situation and
could provide a resolution.)

So, this week, the issue, which I thought had been resolved, reared its ugly
head again. At 6:40 MDT on Friday night, I promptly logged onto Adobe's site
for support and see this message: "Sorry we missed you! Chat is available 24
hours a day, Monday-Friday PST." Uh, OK. Let's see - it's 6:40 MDT, which
makes it 5:40 PDT and no chat agent is available, yet supposedly, Adobe
should be open until midnight!  And, at 6:21 am this morning, which makes it
5:21 am on the West Coast, I still see this message. So evidently, 24 hours
a day M through F really doesn't mean that? So, I went all weekend w/out
being able to use a purchased and licensed version of an Adobe product
because although support SHOULD be available through midnight Monday through
Friday according to the Adobe website, evidently, that's just a teaser. And
now, w/ a large day of deadlines looming for me, and wanting to get an early
start to resolve this issue, I still can't.

I guess as the only player in town for certain arenas, Adobe knows that they
hold all the cards and really don't have to be accountable to customers
and/or care about customer service. The absolute frustration that I, and so
many of you have experienced, appears to be "par for the course" in their
approach to doing business. Unreal . . .

So, I guess I can wait with baited breath to see when Adobe really opens for
customer service and what " 24 hours a day, Monday-Friday PST" really means
to them.

TVB


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