Why we love Adobe Tech Support...

[Tim Pann]

Art,

I'm still trying to figure out what the point is of saying, "Do I have a choice?" and the ensuing insult. You're quick to hold the tech support specialist accountable for his gaffe but can you provide a rationale for insulting him first when he was doing nothing more than his job?

It APPEARS that in order to get your download you needed to be transferred to someone else. By asking if you had a choice, did you mean you expected this particular support person to be ready to provide that service? If that was the case then you would have gotten to the point much more quickly by asking, "I'm hoping that you could help me with the download yourself."

It's easy to say, "These people should have a thick skin and if they can't handle it they should get a different job." How about we include another "should," that one being everyone should just be civil to each other.

Tim

________________________________
From: framers-bounces at lists.frameusers.com [framers-bounces at lists.frameusers.com] on behalf of Art Campbell [art.campbell at gmail.com]
Sent: Monday, August 12, 2013 2:00 PM
To: Bethany Lee
Cc: FrameUsers List; tcs-users; Free Framers
Subject: Re: Why we love Adobe Tech Support...

He typed "^you" and hit the transfer key at the same time.

I did eventually get the link, which is well-hidden.
Second support person was efficient, polite, and got the info promptly.

Art Campbell                                                                          art.campbell at gmail.com<mailto: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<http://www.TheGrotonLine.com>, hyperlocal news for Groton MA.


On Mon, Aug 12, 2013 at 3:28 PM, Bethany Lee <bethany.lee at lakeshore.com<mailto:bethany.lee at lakeshore.com>> wrote:
I want to know what happened after this. Did he transfer you or hang up on you? I think if I were Pete, and you said, “Do I have a choice?” I would have said, “yeah, you can wait while I transfer you or you can quit this chat. It’s your choice. “ :)
I think people doing chat help get a lot of crap from users of chat help. It’s super easy to be rude to people who are on chat help and I bet they experience a lot of that every day. I think it takes a steel exterior to be able to do customer service of any kind, and chat service even more so. Maybe Pete doesn’t have that steel exterior or maybe he’s just been doing it too long and he needs a change of job.

From: framers-bounces at lists.frameusers.com<mailto:framers-bounces at lists.frameusers.com> [mailto:framers-bounces at lists.frameusers.com<mailto:framers-bounces at lists.frameusers.com>] On Behalf Of Art Campbell
Sent: Sunday, August 11, 2013 3:10 PM
To: FrameUsers List; Free Framers; tcs-users
Subject: Why we love Adobe Tech Support...

The transcript of a chat session with "Pete" this afternoon. Back story: I'm looking for a download of Acrobat X, not the current version. And yes, I may have overstepped a wee bit when I asked "Do I have a choice?" but that doesn't detract from the cheery ending from "Pete".  :- )
info: One moment please while we route your chat to a representative.
info: Thank you for contacting Adobe Sales. My name is Pete. How may I help you today?
You: Art
Pete: Hi, may I have your first name please?
You: Hi, I'm looking for the download/installer for Acrobat X Pro
You: Any idea of the URL?
Pete: Just to know, did you already purchase the software?
You: Yes, that's why I need the download.
Pete: In that case, let me go ahead and transfer this chat to our Technical Support Team to help you with the download, alright.
You: Do I have a choice?
Pete: You need to contact our technical team for the download, alright.
Pete: Let me transfer this chat, alright.
Pete: I am sorry, did I lose you?
You: No,
Pete: Thank yo for responding.
You: I'm waiting to be transferred -- I can't do it
Pete: *you.
You: and * you too,

Cheers,
Art

Art Campbell                                                                          art.campbell at gmail.com<mailto: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<http://www.TheGrotonLine.com>, hyperlocal news for Groton MA.


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