Help request for Adobe Customer Support

Hi-

Please let me know if you haven't heard from anyone by EOD tomorrow (bhills@adobe.com).

Thanks,

Barry

This forum is not getting the answers customers are looking for.

We're seeing a few of the conversation participants getting their problems resolved through our small effort on facebook - please be sure to spread the word that Adobe's team is engaged in the conversation and speaking directly to customers who are still struggling to find a way to get help.

We're hoping genuinely that the company will press forward, stay communicative and proactive with the issues (fires) that get brought to their attention.

Feel free to forward the link to the conversation:
http://www.facebook.com/event.php?eid...

Regards,
Cindi

Hi Cindi-

>>This forum is not getting the answers customers are looking for.

The issue R Callaghan raised that started this thread has been resolved.

While I applaud your efforts to provide an additional forum for Adobe customers to get help on Facebook and that the Adobe Customer/Technical Support folks are helping there too, I know that dozens and dozens of people who have raised issues in this forum have had their issues resolved.

I have personally helped dozens of people who have reported issues here and I know there are Adobe customer support and technical support folks monitoring and fielding even more issues reported here as I am copied on many of the resolution email threads.

The reality of human nature is that once an issue is resolved, 95%+ people are satisfied with that outcome and move on. Rarely do they write back in the forum where the issue was raised even when resolved.

There are often personal emails sent thanking the people who helped them (and those are always appreciated) but that does not get reflected in the forums so the perception is that many of the issues remain open.

I know this sets me up for the set of people who have reported issues here which are still not resolved so I will once again provide my email address: bhills@adobe.com and will help whomever I can resolve blocking issues and get to a place where they can enjoy the Adobe applications.

Thanks,

Barry

PS: I will also join your Facebook page to see how I might be able customers who choose to engage through that venue.

Barry, I'm really glad you're going to post on the facebook page-it's a huge job.

I am also very aware and recognize there are great service people who have helped customers, and yes once a problem is solved - most clients drop off the radar.

However, the massive numbers of complaints worldwide do not bear out that customer service is adequate at Adobe. Forums like this one do not meet the client need, most people get lost in a crevasse of lost tickets/issues/documentation.

The intent of the facebook page is twofold: to offer a respectful environment for customers/Adobe to manage some of the extremely frustrating problems that are directly impacting (negatively) the revenues of small businesses; and to draw some much needed exposure in a widely public venue - yes to press Adobe on toward stellar customer service.

Thanks for your note, I look forward to reading your input on the facebook page, and helping customers.

Cindi