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<TITLE>OT: OMG . . . Wonderful customer service from Adobe</TITLE>
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<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">OK,</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">So, I will be the first to admit that I will one of the squeakiest wheels around</FONT></SPAN><SPAN LANG="en-us"> <FONT FACE="Calibri">on this list</FONT></SPAN><SPAN LANG="en-us"> <FONT FACE="Calibri">when it comes to getting lousy customer support from Adobe, but this time, I felt that, in all fairness, it would also be appropriate to send a shout out when it turned out to be great customer service. </FONT></SPAN></P>
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<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">I have a long time client that I got set up with Adobe Framemaker. Long time client went through a major reorganization and tons of layoffs since March of this year. My contact there, the long time VP of SW Development, was one of the folks who got the ax. This VP had purchased</FONT></SPAN><SPAN LANG="en-us"><FONT FACE="Calibri"> a retail license for FM, and had set up the Adobe account with his credentials (email and password). When he got the ax, all the information about the purchase (serial number, Adobe account information, etc.) was never ke</FONT></SPAN><SPAN LANG="en-us"><FONT FACE="Calibri">pt track of, and the two machines on which he had installed FM got wiped BEFORE deactivating FM. Yea, right. Well, long time client wanted to get set back up again with FM, get an account reactivated, get the activation back for FM. . . and being Adobe novices, it was a landmine for them. They didn't e</FONT></SPAN><SPAN LANG="en-us"><FONT FACE="Calibri">ven know where to begin and reached out to me.</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Well, I haven't had to deal with Adobe support in a while (knock on wood) and I quickly found out that the rules for phone support have changed . . . even the phone number that was readily available for installation and activation questions is no longer available</FONT></SPAN><SPAN LANG="en-us"> <FONT FACE="Calibri">after 90 days from installation and you are forced to chat. </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">In a nutshell,</FONT></SPAN><SPAN LANG="en-us"> <FONT FACE="Calibri">chat was as useful as a screen door in a submarine. After an hour of going nowhere fast, and basically being told that my client was "screwed" despite the fact that they had a valid license, I called the support number in frustration and got through to a live person in TCS support. I asked them (nay, begged them) to listen to my complicated situation and A</FONT></SPAN><SPAN LANG="en-us"><FONT FACE="Calibri">shish understood my frustration and offered to help me.</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">In about 15 minutes, what couldn't be accomplished in a useless 1 hour chat was accomplished and taken care of right the first time with Ashish and I am so grateful. He actually understood the concept of customer service and helping an A</FONT></SPAN><SPAN LANG="en-us"><FONT FACE="Calibri">dobe customer. The folks on chat . . . go fly a kite!!!!</FONT></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Adobe certainly doesn't make customer support easy unless you pay through the nose for premium support, and really doesn't handle one-off situations like this well at all . . until this time with Ashish in TCS support.</FONT></SPAN></P>
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<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">So thank you Ashish. It made a world of difference.</FONT></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">TVB</FONT></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT FACE="Calibri">Tammy Van Boening</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Owner/Principal</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Spectrum Writing, LLC</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">tammyvb@spectrumwritingllc.com</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">www.spectrumwritingllc.com</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">303-840-1755</FONT></SPAN></P>
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