Is Adobe Support always this pathetic?

I hope so too. I have to say, I'm kind of flabbergasted by their total lack
of response.

David Powers wrote:

Mad Dog wrote:
For those keeping track at home.....still not a peep out of them.
And we're heading into the holidays.

I'm not an Adobe employee, but I find this deeply embarrassing as a
so-called "Adobe Community Expert". As you may know, Adobe has
recently laid off 600 members of staff because of the economic
situation. I hope your situation hasn't arisen as a result of that.
We community experts have always willingly provided user-to-user
support, but we can't provide the type of customer support that you
obviously need.
I have no idea which parts of the company have taken the brunt of the
600 layoffs. Customer support is the lifeblood of any company, so I
hope you get an official answer soon.

On Mon, 22 Dec 2008 16:10:04 -0800
Mad Dog said :

I hope so too. I have to say, I'm kind of flabbergasted by their total lack
of response.

While I'm not taking sides ..... have you considered the possibility that your
email may not actually have reached its destination ?

Maybe a follow-up would be worthwhile ?

--
Ronnie MacGregor
Scotland

Ronnie at
dBASEdeveloper
dot co dot uk

www.dBASEdeveloper.co.uk

I'd definitely consider that possibility, except it's an online ticketing
submission system and if I log in to my account it shows the ticket, shows
it's still open, and shows my two follow-up additions to it.

Thanks for the thought though.



Ronnie MacGregor wrote:

On Mon, 22 Dec 2008 16:10:04 -0800
Mad Dog said :

I hope so too. I have to say, I'm kind of flabbergasted by their
total lack of response.

While I'm not taking sides ..... have you considered the possibility
that your email may not actually have reached its destination ?

Maybe a follow-up would be worthwhile ?

An update:

I just got off the phone after almost an hour with Adobe Customer Support.
The rep insists the only way to handle this is to return the DVDs, get a
refund, then reorder the download version. Of course "you can use the trial
version in the meantime since it's good for 30 days." I asked her to check
with her supervisor. Twenty minutes later she came back and told me the same
thing. I told her how ridiculous this is that I can't get a download version
and use the DVD serial number (which wouldn't be good if anyone else tried
to use it again) and asked for an RMA number. She said I needed to go to the
site, download some letter, fill it out, then send the whole thing back.
**SPUTTER** So I asked to speak to her supervisor. Five minutes later she
says they're all on calls and busy and says one will call me back.

And so we wait....

....and I strongly consider whether it would really be so bad to use MS
Expression.

MD

Six hours later. Not a word.

Mad Dog wrote:

An update:

I just got off the phone after almost an hour with Adobe Customer
Support. The rep insists the only way to handle this is to return the
DVDs, get a refund, then reorder the download version. Of course "you
can use the trial version in the meantime since it's good for 30
days." I asked her to check with her supervisor. Twenty minutes later
she came back and told me the same thing. I told her how ridiculous
this is that I can't get a download version and use the DVD serial
number (which wouldn't be good if anyone else tried to use it again)
and asked for an RMA number. She said I needed to go to the site,
download some letter, fill it out, then send the whole thing back.
**SPUTTER** So I asked to speak to her supervisor. Five minutes later
she says they're all on calls and busy and says one will call me
back.
And so we wait....

...and I strongly consider whether it would really be so bad to use MS
Expression.

MD

http://consumerist.com/consumer/how-to/how-to-launch-an-executive-email-carpet-b
omb-259713.php



[q]Originally posted by: Newsgroup User
Six hours later. Not a word.

Mad Dog wrote:

An update:

I just got off the phone after almost an hour with Adobe Customer
Support. The rep insists the only way to handle this is to return the
DVDs, get a refund, then reorder the download version. Of course "you
can use the trial version in the meantime since it's good for 30
days." I asked her to check with her supervisor. Twenty minutes later
she came back and told me the same thing. I told her how ridiculous
this is that I can't get a download version and use the DVD serial
number (which wouldn't be good if anyone else tried to use it again)
and asked for an RMA number. She said I needed to go to the site,
download some letter, fill it out, then send the whole thing back.
**SPUTTER** So I asked to speak to her supervisor. Five minutes later
she says they're all on calls and busy and says one will call me
back.
And so we wait....

...and I strongly consider whether it would really be so bad to use MS
Expression.

MD

[/q]

After not getting a response from my support ticket for two weeks and not
getting a call back from the Customer Support supervisor as promised, I
wrote an email and sent a copy to the CEO/President and two Exec. VPs. The
next morning my support ticket (and the three ticket updates I entered) had
been answered and I had a response from a Senior Support Consultant
apologizing and giving me a link so I could download the contents of the DVD
and upgrade. Amazing....

The odd part is the support ticket response said to just install the Trial
Version and use my serial number while the direct email gave me a link to
what I think is a larger file (470MB zipped). So there's still a question
about what actually works in this instance, but I assume when I get a chance
to install from the download all will be well.

All's well that (finally!) ends well....

MD

Mad Dog wrote:

I bought the CS4 upgrade and got it on DVD without paying attention.
It didn't dawn on me that it wouldn't be on CD. Yes, I know...but my
aging laptop doesn't have a DVD player in it. So I put in a customer
support request asking if they have it on CD or whether I need to
download it and use the serial number from my DVD. And if so, do I
use the trial download or is there another link I should use since
it's an upgrade. Well, that was last Friday. After submitting the
request it says you should hear within 24 business hours. On
Wednesday I updated it to see if I could wake someone up. Again it
says I should hear from them within 24 hours. Here it is a week later
and not a word out of them.
This is the first time I've used Adobe support. Are they always this
horrible?

Mad Dog