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<TITLE>Adobe Customer Service or lack thereof?</TITLE>
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<P DIR=LTR><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri">So,</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri"> I have read many threads about the unfav</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri">orable 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 add</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri">ing 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 provid</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri">ing customer service might start percolating. </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri">Last week, what should been an easy 15 minute upgrade from Adobe Acrobat 9 to Adobe Acrobat</FONT></SPAN><SPAN LANG="en-us"> <FONT COLOR="#17365D" FACE="Calibri">X</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri"> turned into a 2 hour nightmare.</FONT></SPAN><SPAN LANG="en-us"> <FONT COLOR="#17365D" FACE="Calibri">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</FONT></SPAN><SPAN LANG="en-us"> <FONT COLOR="#17365D" FACE="Calibri">heavy interaction from Adobe Support to resolve, is posted on the Adobe Forums.</FONT></SPAN><SPAN LANG="en-us"> <FONT COLOR="#17365D" FACE="Calibri"> Although the resolution is presented as Adobe</FONT></SPAN><SPAN LANG="en-us"> <FONT COLOR="#17365D" FACE="Calibri">being</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri"> aware of it and know</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri">ing</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri"> what to do,</FONT></SPAN><SPAN LANG="en-us"> <FONT COLOR="#17365D" FACE="Calibri">this understanding of how to do achieve this resolution</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri"> 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.</FONT></SPAN><SPAN LANG="en-us"> <FONT COLOR="#17365D" FACE="Calibri">(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</FONT></SPAN><SPAN LANG="en-us"> <FONT COLOR="#17365D" FACE="Calibri">yes, Adobe was indeed aware of the situation and could provide a resolution.)</FONT></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri">So, this week, the issue, which I thought had been resolved, reared its ugly head again.</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri"> At 6:40 MDT</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri"> on Friday night</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri">, I promptly logged onto Adobe's site for support and see this message: "</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri">Sorry we missed you! Chat is available 24 hours a day, Monday-Friday PST</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri">." Uh, OK. Let's see - it's 6:40 MDT, which makes it 5:40 PDT and no chat agent is available, yet supposedly,</FONT></SPAN><SPAN LANG="en-us"> <FONT COLOR="#17365D" FACE="Calibri">Adobe should be open until</FONT></SPAN><SPAN LANG="en-us"> <FONT COLOR="#17365D" FACE="Calibri">m</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri">idnight! And, at 6:21 am this morning, which makes it 5:21 am on the West Coast, I still see this message. So</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri"> evidently, 24 hours a day M through F really doesn't mean that?</FONT></SPAN><SPAN LANG="en-us"> <FONT COLOR="#17365D" FACE="Calibri">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</FONT></SPAN><SPAN LANG="en-us"> <FONT COLOR="#17365D" FACE="Calibri">issue, I still can't.</FONT></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri">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.</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri"> 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.</FONT></SPAN><SPAN LANG="en-us"> <FONT COLOR="#17365D" FACE="Calibri">Unreal . . .</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri">So, I guess I can wait with baited breath to see when Adobe really opens for customer service and what</FONT></SPAN><SPAN LANG="en-us"> <FONT COLOR="#17365D" FACE="Calibri">"</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri"> 24 hours a day, Monday-Friday PST</FONT></SPAN><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri">" really means to them.</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT COLOR="#17365D" FACE="Calibri">TVB</FONT></SPAN><SPAN LANG="en-us"></SPAN></P>
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