Adobe Customer Service or lack thereof?

[Art Campbell]

Most large companies these days have full time listening posts on Facebook,
Twitter, LinkedIn and other social media to monitor "likes" and "dislikes"
from users because they carry more weight with other users than advertising.

Start posting and tweeting your complaints... and we'll see if that wakes
anyone up.

Art Campbell
          art.campbell at gmail.com
  "... In my opinion, there's nothing in this world beats a '52 Vincent and
a redheaded girl." -- Richard Thompson
                                                      No disclaimers apply.
                                                               DoD 358

I support www.TheGrotonLine.com, hyperlocal news for Groton MA.


On Mon, Aug 20, 2012 at 8:30 AM, Tammy Van Boening <
tammyvb at spectrumwritingllc.com> wrote:

> **
>
> 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 beingaware of it and know
> ing what to do, this understanding of how to do achieve this resolutionobviously 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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