Adobe - efficient????

Hi

Pistols at dawn sounds good to me!!! Didn't mean to start a war:-)

Promised an email yesterday (ok it's 3pm uk time now), I of course waited up
toll midnight to receive this communication.

Perhaps my yesterday is the US today, if thats so then if their midnight is
the same as mine by midnight tonight I should have communication!"

However my foregn cd came from Checkoslovakia and Ireland which is GMT so
their midnight is the same as mine.

Perchance is someone being economical with the truth:-)

I will be firm and definite and will in the end get my replacement media,
unlike yesterday when I considered joining the procrastination society
but....... well you know

Regards to all

Ian


"darrel" <notreal (AT) nowhere (DOT) com> wrote

Darrel, it's really not Adobe's fault. Who wants to sit in a customer
service
area listening to people yell at you all day. It's hard for them to get
good
people because people want more money to put up with bothered people all
day
long.

Hold on, I said nothing about the support PEOPLE being bad. Most support
people I deal with (with some exceptions) are really great people. They
are in support mainly because they like helping people.

I have the utmost respect for the folks I deal with at MS Support and
Adobe Support and yes, even Qwest support.

The organization, however, usually cripples their ability to have any real
power over resolving issues quickly and easily. Often these support staff
aren't even employees of the company. They, themselves, have to deal with
up-chain support centers. And more often than not, they have to escalate
issues up the chain as they simply aren't given the resources themselves.
They're often burdened by a broken system to begin with as well. For
instance, my font purchase issue was due to the fact that Adobe thought
it'd be a good idea to wrap downoaded software inside Adobe's own
'download manager' software so you end up with multiple layers of
technology that can, and does, go wrong. The 'fix' was for a person who
had the ability to finally just email me the font file.

They're good people in a thankless position. ;o)

And with people in authority, there is no reason you can't ask for a
supervisor or someone higher when you call the customer service line. I
have
found that very effective in many circumstances.

I'm at the point where I don't care. I accept the fact that I'm going to
have to deal with crappy customer service in the tech industry. My time is
more valuable than the cost of a lot of these issues.

I can sit on the phone for 4 hours trying to get Qwest to reimburse me for
the two weeks of down time, or I can chalk it up to 'it's just the way it
is' and try to keep my stress levels down. ;o)

-Darrel