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What does it take to get real customer service from Adobe?
What does it take to get real help from Adobe Support? When my hard drive crashed, Dell replaced the hard drive overnight. I bought my copy of Office and Adobe 8 as a bundle from Dell. Sadly, I lost my Adobe disk (but still had the Office disk). Dell said I had to get a replacement CD or download from Adobe.
I called Adobe on Nov 10th and was given a case number and told that I needed a "reserialization" since I'd lost the original CD (by "Cliff"). Every time I call Adobe, I give them my case number, my ID, and I give them the name of the last person I talked to. I faxed my proof of purchase to them on Nov 10th. They could not locate the first proof of purchase. I faxed my proof of purchase a second time on Nov 12th. Finally on Nov 13th, someone at Adobe support said I could email the proof of purchase ...so I did. While I was on the phone with her ("Grace"), she verified that my email had been received. But she said it would be 24-48 hours for the "other department" to validate my proof of purchase. I called back in 24-48 hours. Nope, they were still working on it. I called back in another 24-48 hours. Nope, not approved yet. Every time I called, I was told that I had to wait 24-48 hours and that I WOULD get an email. Well, this went on until the week before Thanksgiving. FINALLY, a gentleman at Adobe support ("Heath") told me that my proof of purchase had been "accepted" and that I had a serial number.
BUT, he said, I'd have to wait 7-10 days to get an email with download instructions. OK. I call again today and now another gentleman ("Damien") tells me that oh no, I still have a serial number but nobody coded in my file that I needed an email with download instructions. He walks me through my account window on Adobe.com under my account. Nope, nothing there. No problem, miss; the other gentleman just coded your case wrong. He thought you just needed a serial number. (Right, if that was true, why did the other guy TELL me it would take 7-10 days to get the download instructions by email??) Now the new guy says that in 24-48 hours, I'll get an email with download instructions. OK. I'd believe that if I had EVER, EVER gotten one single email from Adobe. I have an ID. I have a case number. I have a serial number, but have been told (TWICE) that I still need to wait for something from Adobe with download instructions that will make it possible for me to download replacement software without getting charged again.
Every SINGLE time I call Adobe and give them my information, something else has to be done that's going to take 24-48 hours. Every other vendor that I had to deal with to replace software after the crash responded within 24 hours with download instructions, and usually, it was within minutes of filling out an on-line form or sending email to a support site. Yes, it was my mistake to lose the CD. I would have put it in the bank vault had I known it was going to be this convoluted to deal with Adobe. My case number is: 210-440-413 -- my contact information is in the case.
I called Adobe on Nov 10th and was given a case number and told that I needed a "reserialization" since I'd lost the original CD (by "Cliff"). Every time I call Adobe, I give them my case number, my ID, and I give them the name of the last person I talked to. I faxed my proof of purchase to them on Nov 10th. They could not locate the first proof of purchase. I faxed my proof of purchase a second time on Nov 12th. Finally on Nov 13th, someone at Adobe support said I could email the proof of purchase ...so I did. While I was on the phone with her ("Grace"), she verified that my email had been received. But she said it would be 24-48 hours for the "other department" to validate my proof of purchase. I called back in 24-48 hours. Nope, they were still working on it. I called back in another 24-48 hours. Nope, not approved yet. Every time I called, I was told that I had to wait 24-48 hours and that I WOULD get an email. Well, this went on until the week before Thanksgiving. FINALLY, a gentleman at Adobe support ("Heath") told me that my proof of purchase had been "accepted" and that I had a serial number.
BUT, he said, I'd have to wait 7-10 days to get an email with download instructions. OK. I call again today and now another gentleman ("Damien") tells me that oh no, I still have a serial number but nobody coded in my file that I needed an email with download instructions. He walks me through my account window on Adobe.com under my account. Nope, nothing there. No problem, miss; the other gentleman just coded your case wrong. He thought you just needed a serial number. (Right, if that was true, why did the other guy TELL me it would take 7-10 days to get the download instructions by email??) Now the new guy says that in 24-48 hours, I'll get an email with download instructions. OK. I'd believe that if I had EVER, EVER gotten one single email from Adobe. I have an ID. I have a case number. I have a serial number, but have been told (TWICE) that I still need to wait for something from Adobe with download instructions that will make it possible for me to download replacement software without getting charged again.
Every SINGLE time I call Adobe and give them my information, something else has to be done that's going to take 24-48 hours. Every other vendor that I had to deal with to replace software after the crash responded within 24 hours with download instructions, and usually, it was within minutes of filling out an on-line form or sending email to a support site. Yes, it was my mistake to lose the CD. I would have put it in the bank vault had I known it was going to be this convoluted to deal with Adobe. My case number is: 210-440-413 -- my contact information is in the case.
I’m frustrated, disappointed and angry.
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Inappropriate?Update: It has been MORE than 48 hours. I do NOT have an email from Adobe. So, "Damien" was wrong. I still am waiting for an email that tells me how to download my replacement software. It has been 28 days since my hard drive crashed. Adobe is the the only software not yet replaced from the crash. I am waiting for 6 am Pacific time to call. Stay tuned. -
Inappropriate?Update: Called Adobe at 6:05 am Pacific Time. Spoke with "Rachael" I was told that when I talked to Damien the link was not available and so that's why nothing happened for the past 48 hours. But now I only have to wait 1 to 2 hours because they have "opened up" the server by rebooting it and it takes a while to reboot the server. Rachael assures me that I will receive the download instructions by 8:15 am Pacific time. If I do not have the link, in email, by 8:15 am Pacific time, I am supposed to call back and ask for a supervisor. I cannot talk to a supervisor right now because the server has to be rebooted and the supervisor will only tell me the same thing that Rachael just told me: to call back in 1-2 hours if I don't have the email. Good news, miss, your request is at the top of the queue -- so as soon as the server comes up, your request for download will be the first processed. Right. Why didn't anything happen in the past 48 hours as a result of my phone conversation with Damien? (I ask the lady) Oh, there were problems at their end and the server had to be rebooted. And nobody caught that the server needed to be rebooted until I called in just this very minute? Well, I'm so glad I could do that little favor for Adobe.
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Inappropriate?UPDATE: As I suspected, 2 hours have elapsed and apparently the server reboot did not put my download email at the top of the queue. I'm getting a cup of coffee and then calling Adobe. Stay tuned.
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Inappropriate?Update: at 11:04 am Pacific time, I called Adobe customer service. Louie answered the call. I gave him my name and number and he wanted my case number. I told him I wanted to speak with a supervisor per instructions from Rachael at 6:05 am. He opened the case and said: "You have not gotten the FTP download instructions?" I said: "No, I have not. I'd like to speak to a supervisor, please. When I called this morning, Rachael told me I would receive the email with download instructions within1-2 hours. She said if I did not get an email with the instructions that I should call and talk to a supervisor." He said, "you spoke with Rachael, right?" I said, "Yes, but I don't want to speak with her I want to speak to a supervisor." So he put me on hold at 11:06 Pacific time while he went to find a supervisor. I was on hold for 10 minutes when a supervisor, named Rose, came on the line. She said she was so sorry that I had not received the e-mail, but she could give me a TINYURL over the phone that would start the download of my product. Wonderful! (You understand, I still have not received an email, but I'm taking the URL.) So I plug the URL into a browser and the download starts. She's getting ready to get me off the phone, but, no, I tell her I'd like her to wait until the download finishes and I have saved my download of Acrobat Standard 8. The download starts. While we're waiting, I ask why I didn't get the email that Rachael and Damien and Heath and Hershey and Grace and Simon and Cliff all said I would get with the download instructions. Now, wait for it....there's no email because even though they ALL told me I would get an email, NONE of them coded some internal form to GENERATE the email. Huh? I am beyond incredulous at this point. None of them? I say. Not the person I talked to on Nov 10, or Nov 12, or Nov 13 or Nov 17 or Nov 21 or Dec 2 or even this morning, Dec 5 -- NONE of them knew that in order for me to GET an email, they had to do something???? NONE of them??? "Yes, that's right", she said, "I apologize for the inconvenience." Oh my, we are so far beyond inconvenience; I left inconvenience behind on Nov 17 (when I was told that my proof of purchase had been "validated" but I'd have to wait for the email with download instructions); I left rage behind on Nov 21 (when I was told that I'd have to wait 7-10 days for the "official" email with the download instructions); I have reached the nirvana of rage and inconvenience. And then in a moment of satori, as my Acrobat 8 download was chugging away. I said, "I still want my email. I realize that I do not have ANYTHING in writing from Adobe which acknowledges that I had a legitimate right to download the software. I still want an email." To give her credit, she didn't even pause when she said, "I will code it for you to receive an email with the download URL." "And my serial number", I say. "And your serial number," she said. OK, I'm on a roll now. "How long should I wait for this email to arrive?" "24 hours." Doing the math in my head, that's 12 hours for the rest of today, we'll take the weekend off, because none of the Adobe email servers should have to work on the weekend and then 12 hours on Monday morning. So I ask, "if I don't have an email from Adobe by Monday noon, Pacific time, then, I can call back and ask for you by name?" She said yes. So while this little exchange was going on, the download was merrily chuggling away. Finally, it finished. We were wrapping things up. She apologized again and then, according to script, said "And is there anything else I can help you with?" Hey, I have an idea, let's all look up the words "ironic" and "oxymoron" in the dictionary. I suppose you could say that I -WAS- helped today. She did help me stop bashing my head against the brick wall of customer support before my brains started leaking out my forehead. Thanks for that. Anybody want to set odds on whether I get an email from Adobe?
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Inappropriate?I am having the same experience contacting Adobe product support!
And even if you do get an email from Adobe - will it change anything???
Here an account of what happened to me (if there is anyone from Adobe reading this could you please help me!)
This is from Germany:
After the "Create a Case" email was sent, I did get an answer.
The answer was totally useless, I wrote a very precise account of what the problem was.
The answer was no where near the subject!
Here my case:
I have previously used elements 4 (windows) for some time, especially for producing slideshows with narration, music, titles and blends, which I would burn to DVD/CD. I was a satisfied customer.
Recently I made the switch to Apple. The iMac runs well (intell) and I decided to invest into elements 6 for the mac.
Before the purchase I had surfed Adobe's beautiful elements site and got acquainted/exited about the new version 6 details. Watching the online videos was what made the difference to me (creating a slideshow looked to be soo much more fun!).
Then, after studying the manual and playing around with the new program I just couldn't find the new slideshow functionality.
I got frustrated and wrote to Adobe product support and gave a detailed description of what I was missing and asked how to find it.
(I would include the emails here, but as I am from Germany, everything is in german- not much of a help I guess)
Basically, the product support answer was that: the capability of both programs are but the same, only that the mac now has the new bridge module, so there would be a few different steps in creating a slideshow.
Even more frustrated I started researching the web.
I have now found out that I can not produce slideshows with the mac version! If Adobe would have mentioned this anywhere on their site, I would not have bought this program to start with!!!!
My next step will be an attempt to get through to Adobe (I wonder how!!!) and ask that I get my money back.
I am very disappointed now, a clear statement on the elements 6 for mac webpage that I can not produce slideshows like under Windows, would have saved my day.
I’m very frustrated now
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Inappropriate?To give Adobe credit, I -did- get an email from them. It contained my serial number and a download link. The person who wrote the mail told me to contact them if I had any issues and then gave me an ID number that is -DIFFERENT- from the ID number I've been using all along -- with no acknowledgement of the other ID or explanation for the difference. Go figure. The download is only good for 48 hours.
I have successfully installed Acrobat Standard 8 -- not quite a month after my hard drive crashed. My personal favorite reason why they never emailed me was that the server had to be "opened up" by being rebooted. My second personal favorite reason why they never emailed me was that nobody coded the magic "send an email" button. Did the email from Adobe change anything? Yes, it changed me. I will NEVER willingly spend money with Adobe again.
It was a bit of an anticlimax by the time it was all over. Adobe customer service is the worst I have ever experienced. -
Inappropriate?Hi cynther,
I'm an Adobe employee and forwarded this to our Customer Service team. (I'm not in Customer Service or on the Acrobat team; I just want problems fixed.) They just contacted me to give an update on the status. Customer Service hasn't been able to contact you at the adobeprob@gmail.com address and there is no record of that case number.
Can you give me a few more clues to work with? :-) I'm trying.
I’m confident
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Inappropriate?Michael: I have not checked adobeprob@gmail.com for a few days (since I got the email from Adobe) I will go check again. I had 2 case numbers 210440413 and 201432921. I suspect both of those have been closed, since my download and reserialization have been "satisfied".
The 2 ID numbers that I have been given by Adobe are 201375549 and 110240975. The 201375549 ID was given to me on Friday Dec 05, 2008 in an email from Ms. Demaisip in Adobe Customer Service. The 110240975 ID was given to me verbally (on the phone) by "Cliff" in Customer Support when I called about my case.
Cliff also opened the 210440413 case for me because he said I had a "reserialization" issue and needed a different case #. Everytime I have talked to someone on the phone, they have apologized for the "inconvenience" that the ineptitude of someone else has caused me. Ms. Demaisip (when she sent me my email) thanked me for my patience. I appreciate that you're trying to help me, now. Where were all the Adobe people doing their jobs back on Nov 10th, Nov 12th, Nov 13th, Nov 17th, Nov 18th, etc, etc????
If it will really -change- Adobe Customer Service for me to contact someone and recount my experience, I would be happy to be part of the solution instead of just complaining about the problem. However, based on my experience, I think that chances of any real change are slim to none. I have no intention of spending money with Adobe again, if at all possible.
I find it utterly fascinating that there is NO record of my case number....especially since the 201440413 case number is listed in the subject line of Ms. Demaisip's mail to me. I suppose if the cases are wiped out as soon as they're technically satisfied, there's no risk of anyone being held accountable for the missteps that happened along the way.
cynther -
Inappropriate?Michael: BTW, I just went to adobeprob@gmail.com and there was NO email there. I ONLY set it up to get emails about this problem. If they ever find my case, an alternate email is in my case record.
cynther -
Inappropriate?OK -- last update -- I heard from a real person, at Adobe, she called me on the phone and listened to my whole rant, very patiently and graciously.
Then she explained that part of the confusion and slowness was the fact that my Acrobat Standard 8 had been an OEM bundle and they don't have procedures in place to deal with those (replacement, serial number, etc).
She clarified what my correct Adobe ID and user ID were and found all my case numbers. And, when she said I'd get an email from her within 15 minutes, I did, in fact get an email, (and no servers had to be "woken up" to make the email happen). So, overall, both Michael and this new person have tried to do the right thing to resolve my complaint.
Adobe has not regained my goodwill and respect yet, But they made a step in the right direction.
cynther -
Inappropriate?Good grief ... I've just waded into this nightmare (I'm about 5 days in via the dubiously titled 'support portal') and as of this writing I've received NO acknowledgment whatsoever that Adobe has even noted my attempts at communication. I'm completely over a barrel as I've just switched to mac & need to cross-platform upgrade from CS3 to CS4. I realize it's $500 for the upgrade (theoretically assuming I ever get the opportunity to upgrade) vs. $1,800 for an all new mac version of the Design Premium suite, but you'd imagine that Adobe would still be interested in A) the revenue, and B) maintaining a customer relationship. I've been using Adobe products for 13+ years ... Great products, but without a doubt this is the most ABYSMAL customer service experience I've ever had with a company. PLEASE ... if you work for Adobe and you read this, e-mail me at prodigaljohn@gmail.com and I'll give you my case #, details, etc ... I need to resolve this so I can get back to work. See 'support' narrative below ...
Case #XXXXXXX941
Updated
Sunday, December 14, 2008 5:09:24 PM PST
Opened
Tuesday, December 9, 2008 2:15:04 PM PST
Status
Open - Pending Adobe Response
Issue Type
Upgrades
Subject
Inquiring about a cross-platform upgrade
Notes & responses
Notes from Customer
Sunday, December 14, 2008 5:09:23 PM PST
Hey - you claim on your website that I should expect a response within 1 business day - I submitted my request on Tuesday, Dec. 9th and as of close of business on Friday, Dec. 12th I have received NO communication from Adobe. VERY FRUSTRATING! Please respond at your earliest convenience, I need to upgrade across platforms, so you've got me over a barrel.
- John D / 612.XXX.XXXX
Notes from Customer
Wednesday, December 10, 2008 3:37:18 PM PST
12.10.08 @ 5:34p CST ...
Per the statement on your webpage regarding cross-platform swapping & upgrades -
"Please note the following details: * You can expect a response within one business day."
As of this writing, I have not had any contact from an Adobe rep. Please advise on next steps & timeline at your earliest convenience.
Regards -
John D / 612.XXX.XXXX
Notes from Customer
Tuesday, December 9, 2008 2:15:04 PM PST
In a few weeks I am switching from the windows platform to mac. Pursuant to this, I want to do a cross platform upgrade from my current windows CS3 design premium to a mac version of CS4 design premium.
Q: What do I need to do to make this happen, how much will it cost and how long does it take? I am primarily concerned about eliminating / minimizing any downtime between upgrades.
Please advise at your earliest convenience.
Regards -
- John D / 612.XXX.XXXX
Product: Design Premium
Again if anyone at Adobe is reading this ... HELP!!! e-mail me at prodigaljohn@gmail.com and I'll give you my case #, details, etc ... I need to resolve this so I can get back to work.1 Comment
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This solves the problem
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FOLLOW UP TO ABOVE POST ...
The morning after posting to this forum, and the official adobe forum (http://www.adobe.com/cfusion/webforum...) I recieved contact from an Adobe Customer Service Rep. After minimal back-n-forth I am pleased (and more than a little astonished) to report that my complaints were categorically addressed and resolved in an expedient and professional manner. Though I am still a little miffed that I needed to go public before ultimately getting the attention I expected, I am ultimately pleased at the result. If there's a lesson here, I guess it is 'get as vocal and as public as you feel you need to'. We are the customer, and the customer is always right. -
Inappropriate?Brainstorming, since their customer service utilizes a fax #.. 800-955-1610 we could fax them a copy of the above issues, on the hour, everyhour - to make up for the 24-48hr response 'lingo' they give us & we trusting individuals at their mercy, Choose to believe....just to make sure it comes accross someone's desk & it gets noticed - ? Granted, it's not a 'green' thing to do if it comes out on paper, but if it comes out on screen Someone HAS to do something. - Sighhhhhhhhhhhhhhhh.
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Inappropriate?You might want to bring this to the attention of the BBB in San Jose, CA. The Consumer Advocates Office for California might also be a source of help.
I’m frustrated
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Inappropriate?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. -
Inappropriate?Happy with Adobe's customer service? (No?) Try joining us on facebook where people are actually starting to get the help they should have received a long time ago...
Urging Adobe to improve poor service
