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Adobe Customer Support

Rating: 10 votes, 4.80 average.
Over the last few weeks I've had my first real experience with Adobe Customer Care/Support. Before I get to the rant I'll say that the person who dealt with my case tried her best to help me and ultimately she did - the issue is now resolved. However the experience was less than impressive and left me wondering "How could such a clever company have such an impotent customer support system?"

Here's the story...

Oct 16th: I purchased Adobe Master Collection from the Adobe Store (www.adobe.com). I opted for the download version which came to nearly 15GB - about half my total monthly data cap. Unfortunately one file became corrupt during the download and had to be downloaded again (5GB). Eventually I managed to get a working file and stay within my data allowance (just). The installation went well enough but I was a bit confused about the splash screen in Photoshop (see attached imaged below) - apparently this application was called "Stonehenge" instead of Photoshop.

Oct 18th: I received an email from the Adobe Online Store Team telling me that there had been a mistake at their end. The files they had provided for download were for a pre-release version instead of the final version (which explained Stonehenge - it was the beta codename). They apologized and told me I could either download the correct version or request a complimentary DVD box set from Adobe Customer Support. With no way to download the files again I decided to go with the box set.

Oct 20th: I contacted Adobe Customer Support as instructed but they knew nothing about this issue. Eventually the operator advised me to forward the original email to an email address she provided. I did so, and in the email I again explained the whole situation and my desire to take the box set offer. I included my customer ID and order number.

Oct 30th: I submitted a ticket to Adobe Support via my online account telling them that I hadn't received a reply to my email. I included previous details and case number.

Nov 2nd: I got a response to my ticket. They advised me to forward the original email to the same address I previously forwarded it to. The ticket was closed from their end and marked "resolved". I dutifully forwarded the email again.

Nov 4th: Adobe contacted me by phone to confirm my serial number. I was told that the issue would be escalated and resolved shortly. An hour or so later they called me back to inform me of the "solution" - all I needed to do was download the correct files and reinstall the software. I reminded them that I already knew this and I had previously explained why I could not do it (twice). I reminded them of their offer to send me a box set and my attempts to take them up on the offer. The operator appeared confused but told me she would forward the issue to the appropriate people.

Nov 6th: I got a phone call from Adobe Customer Care telling me that my case had been closed and I would receive the DVD box set in 5-7 working days.

Nov 10th: I got the DVD set. It took all day to remove the previous version and reinstall but at last I was happy.

All in all this was a very poor response by Adobe. My advice if you work for a company that cares about customer support:

(1) If you have a known issue that affects a lot of people, and you advise them to contact Customer Support for the solution, you should tell Customer Support about it first.
(2) Don't close a support ticket until it has been sorted out. There are few things more infuriating than being told your issue is resolved when it isn't. Adobe did this to me twice in one ticket.

It can't be that hard to get this right. Suggestion: A database of known issues where each issue gets a code number. Give that code number to affected users and say "Quote this issue number to your customer support representative". They then look it up on the database and dish out the appropriate solution.
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Comments

  1. lawrence adebayo's Avatar
    i want to purchased Adobe 6.5
  2. Dave's Avatar
    @lawrence adebayo: Your best bet is probably ebay or some other second-hand outlet. That's a very old version.
  3. Guest's Avatar
    I've been dealing with them for years, but lately past year or so it's been worst ever.
    Indian (is there any other?) customer support is disaster!
    Most of them are arogant, the rest are cluless!
    What hurts the most is price we pay and total ignorance by Adobe.
    Their product may apear as indespensable, but...there are alternatives. Maybe they wake up one day.
  4. Smola's Avatar
    I am having issues with Adobe customer support as well. I am an educator so I wanted to purchase some software from the Education store. The FAQ is a bit unclear about exactly what they require as credentials before charging the customer and providing access to the product. The FAQ also indicates that the customer should receive feedback WITHIN one business day. There is even a large banner at the "customer support portal" that claims that feedback is given WITHIN one business day. My order was on the 13th (a Saturday) so I expected resolution the following Monday. The close of Tuesday is quickly approaching and still nothing about my order.

    I called yesterday and was told to wait it out (since there were 4 hours left in the business day). I called today indicating that I had still heard nothing and was put on hold, given an email to contact that was apparently a more direct contact to the people I needed to get to, and was told my issue importance was raised a level or whatever that means. I sent an email. No response. And still nothing from my original order.

    The customer service person told me that there was no way I could actually talk to someone in that department over the phone. Maybe because that department (which deals with large discounts) is in America and the call center is in India. There was such an impersonal feeling with both operators I spoke with. Either way, my issue is still unresolved.

    This software is to be used for a side business I am starting with a partner. Every day I don't have the software is money lost.

    Adobe customer support sucks. If their products themselves weren't so good, I would simply choose something else, but their product is a must-have for me. They've got me by the cherries.

    I feel your pain Dave.
  5. Guest's Avatar
    I'm in the process of trying to cross-platform from CS3 (pc) to CS4 (Mac). What a nightmare. 3 weeks later - I've paid $925 to upgrade and still no product as the won't accept my "Letter Of Destruction". I thought Adobe had it together - I guess I was wrong! Where is the alternative? I'm in!!!
  6. Guest's Avatar
    I jumped online today to see if I were the only one with an issue with Adobe support, or lack of. In my situation, I was trying to upgrade from acrobat 6 to acrobat 9pro. Like others, I opted for the download being I was in need of the upgrade as a business tool. After 3 attempts to download the program (because of currupt files), their website locked me out. After two hours of holding, I was advised by an Adobe tech to create a ne user account on the computer and try again. When I finished jumping through all these hoops, I had the exact same problem, but worse. The downloader Adobe uses not only caused my network to crash, but also THREE COMPUTERS! I called customer service this morning for refund (which only took three and a half hours). When asked "why I wasn't satisfied, I politely explained that their $159 program caused 12 hrs of business down time and 7hrs of my IT person working @ $85/hr to restore everthing. They obviously didn't care. The solution: For $40, I picked up Nitro PDF Professional. It is tons more user friendly, works with all MS office applications, and I can still edit PDF files created by my partner company who uses Adobe. The best part is that Nitro PDF Pro has better security features than acrobat 9 pro. The biggest question is: Is Adobe so ignorant with their once monopoly on PDF that they didn't realize their competitor has a more efficient and user friendly product for over $400 less?
  7. alvinpratheep's Avatar
    Hi Guys,

    I have been facing several problems in Adobe CS4. I hope you people could help me tp resolve this issues. Following are the list of issues.
    1. Couldn't able to install CS4 directly in a system. I can able to install only through remote.
    2. When we open the CS3 files in CS4, the fonts are getting BOLD automatically.
    3. In Capitivity 4 when we trying to convert the text to speach its going to internet and search.
    4. Could you pls provide me the support mail id fo adobe.
  8. Guest's Avatar
    I have had a catalogue of problems with Adobe. I use the usual Flash, Adobe Reader plus PSE 7, Acrobat Pro, Premiere 7. Too many examples to list them all.

    Just one example: I lost my PSE 7 disc and set up a support request to see what I could do. Was told to download the trial version and enter my product key. Did that and it didnít work. Spent ages on web and found out (not on Adobe site) that this didnít work as I needed a disc version not a download version. Updated my support request with this info, gave up waiting for response and rang Adobe. Took ages and told same as before. Explained that it didnít work and was told it would and to try again. Did that three times and still didnít work.

    Rang them again and told to order new disc, gave address (PO Box) and credit card number. Card debited but no sign of disc. Received a message on support case asking for physical address not PO Box. Gave physical address and still no disc. Rang and gave physical address again. Still no disc. Credit card debited again (!!!!) and still no disc. Rang again and complained and given web address of download version that would work. That did work but still no disc. Received message on support site asking for physical address and still no disc after another four weeks.

    Just left another message Ė the saga continues.

    Also, when are they going to produce Windows 7 / 64 bit versions of anything???
  9. viswanathan's Avatar
    Sir,
    we have one user (adobe acrobat 9 professional ) only.
    we installed one system, that system is fault so we want to install in another system
    what is the procedure?
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