<div>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.</div>
<div><br></div><div>Start posting and tweeting your complaints... and we'll see if that wakes anyone up.</div><br clear="all">Art Campbell <a href="mailto:art.campbell@gmail.com" target="_blank">art.campbell@gmail.com</a><br>
"... In my opinion, there's nothing in this world beats a '52 Vincent and a redheaded girl." -- Richard Thompson<br> No disclaimers apply.<br> DoD 358<br>
<br>I support <a href="http://www.TheGrotonLine.com" target="_blank">www.TheGrotonLine.com</a>, hyperlocal news for Groton MA.<br>
<br><br><div class="gmail_quote">On Mon, Aug 20, 2012 at 8:30 AM, Tammy Van Boening <span dir="ltr"><<a href="mailto:tammyvb@spectrumwritingllc.com" target="_blank">tammyvb@spectrumwritingllc.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><u></u>
<div>
<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>
<span class="HOEnZb"><font color="#888888">
<p dir="LTR"><span lang="en-us"><font color="#17365D" face="Calibri">TVB</font></span><span lang="en-us"></span></p>
<p dir="LTR"><span lang="en-us"></span></p>
</font></span></div>
<br>_______________________________________________<br>
<br>
<br>
You are currently subscribed to framers as <a href="mailto:art.campbell@gmail.com">art.campbell@gmail.com</a>.<br>
<br>
Send list messages to <a href="mailto:framers@lists.frameusers.com">framers@lists.frameusers.com</a>.<br>
<br>
To unsubscribe send a blank email to<br>
<a href="mailto:framers-unsubscribe@lists.frameusers.com">framers-unsubscribe@lists.frameusers.com</a><br>
or visit <a href="http://lists.frameusers.com/mailman/options/framers/art.campbell%40gmail.com" target="_blank">http://lists.frameusers.com/mailman/options/framers/art.campbell%40gmail.com</a><br>
<br>
Send administrative questions to <a href="mailto:listadmin@frameusers.com">listadmin@frameusers.com</a>. Visit<br>
<a href="http://www.frameusers.com/" target="_blank">http://www.frameusers.com/</a> for more resources and info.<br>
<br></blockquote></div><br>