What does it take to get a decent customer service?

Ok. Here is an update to my ongoing frustration with Adobe Customer Service.

This afternoon, I got an e-mail from Adobe regarding my Student Purchase.

It states "Unfortunately, we have not yet received your academic identification. Until we receive this, we are unable to process your order."

They gotta be kidding right?

I can't imagine how a company such as Adobe, can be so screwed up?

No other contacts from Adobe regarding this issue.

I am fresh out of ideas. I really wish there were alternatives to CS4.

Student or no student, cost is not an objective anymore. I just can't wrap my head around this disgraceful company operation.

This is precisely the same problem I am having.

Adobe wants a Letter of Software Destruction. I've sent it via email and snail mail. I've even sent it while "Edwin" the CS rep watched the email. He saw my email arrive, but said I hadn't attached the file! Why on earth would I send something and not attach the file!

After not seeing the file he launched into his mantra of "You need to send us a Letter of Software Destruction". There was no suggestion as to why they didn't get the attachment, how I could change, say the name of the file, if the file was too large, or checking on something else that might actually be wrong on their end. The blame was immediately put on me and I was told again to send the Letter of Software Destruction.

I've sent a letter to the corporate office, with a hard copy of the LOSD. I haven't heard back, but I'll give it another week.

From there it's the Better Business Bureau, the local "We Get Things Fixed" person at the newspaper and local TV stations, and the Office of Consumer Affairs in the state in which Adobe is incorporated.

I'm even checking on small claims court. This last step is because "Edwin" took the liberty of "canceling" all of my previous SN's from the first full copy of PS I purchased to the PRESENT copy. I asked that it not be done, but he said it was part of the process. I assume that it means that if I don't get the copy I've been promised, I'm switching from a PC version to MAC version, if I tried to upgrade it wouldn't work and I'd be forced to buy a full version.

This is an incredibly frustrating situation!

Just a note, maybe someone at Adobe is actually reading this, to demonstrate incredibly GOOD customer relations. Of course this is at a local level. I need a new engine in my truck. It cost $1,200 for a used motor, installed, at my local garage. I said fine, go ahead. They put in a used motor and the mechanic said "He didn't like the sound of the valves". I didn't even hear the motor, but the mechanic didn't like how it sounded. They put in another motor! No extra cost ! Within two weeks that motor badly overheated. The garage REPLACED that motor with another used motor AT NO CHARGE! Sure I spent time taking the truck back and forth and almost got stuck on the highway with an overheating engine, but they stood by their promise.

Compare that to the huge, international giant Adobe who won't simply send me a MAC copy of the same software that I already purchased for a PC, AND had purchased and registered a full copy as well and two upgrades all of which they had valid registration numbers.

Try filing a complaint with the BBB in San Jose, CA.

Since I posted complaints about the Adobe Customer Service on this Forum I thought it only fair to post that there was a resolution on the part of Adobe. I received a copy of MacOS version of PS CS4 in exchange for the Windows version was has since been deactivated and the SN invalidated.

Although I tried various ways to make the exchange, in the end I filed a complaint with the San Jose, CA - Better Business Bureau. They contacted Adobe and within 24 Adobe got back to me, reviewed the situation, and processed the exchange.

I have shared the details of my experience with the person I was in contact with at Adobe and it is my feeling that Adobe Corporate headquarters will make an effort to improve Customer Service.

My guess is that they are not tracking their issues very well...Adobe is in serious need of customer service improvement. We're setting up a conversation stream on Facebook to get a little attention. We want respectful, factual, assertive commentary - with a goal of working with Adobe to improve customer service across the board. If you'd like to share your experience, please contact me at foothold@footholdservices.com with the details of your customer service experience, and it will benefit others so this does not continue much longer. Thank you.