Adobe Customer Service issues

[Tim-in-TX]

Anyone here ever have to deal with Adobe Customer Service?

Here is my problem/issue: When I purchased Adobe Creative Suites 2 (CS2), I bought the Education Edition. At the time I bought it, there was a special, that, if I bought it between March 31 and the release of CS3, I would get a free upgrade to CS3 when it was released. So, after CS3 was released, I got an e-mail with a phone number at Adobe to call to request my free upgraded, but to call before June 25th....so, I called before the 25th, and was told (I WISH I HAD GOTTEN A NAME) that, due to the number of requests, that I needed to call back "...the second week of July", no specific date, just to call during that week.
Okay, I call last Thursday (still part of the second week of July like I was told), and told the guy why I was calling. After a minute or two of being on hold I was told that the expiration date of the offer was July 10...TWO DAYS PRIOR!!! I calmly explain to the guy that I was never given specific "call by" date, that I was just told to call during the second week of July. The guy apologized but said there was nothing he could do, so I asked to speak to a supervisor. After another few minutes I was told that no supervisors were available, but they would just tell me the same thing! I tried to explain that, had I known in the first place that there was a "call by" date, I would have happily called before then, but, I still got nowhere.
So, after screaming at the guy a few minutes (I know I shouldn't have) I hung up on him and went to the Adobe web site to "File a case" on-line...now it seams that I am getting the run around by e-mail! The gave me a phone number to call to "further the case along", but the number just sent me to a a part of Adobe that deals with bulk buying or something like that. So I went back to my Adobe "Case" page and shot off another message asking for the right number or a number to the actual Adobe offices, and "not some number to a call center in India this time" (too much?).

Anyone else have a problem dealing with Adobe? Or is just my dumb luck?

[KJ Smith]

My experience is about the same as yours. They suck at customer service.


Kevin

[Bill]

"and shot off another message asking for the right number or a number to the actual Adobe offices, and "not some number to a call center in India this time" (too much?)." Yeah, too much.

Bill

[Tim-in-TX]

Well, I posted my rant on the Adobe forums as well, and within 2 hours, I got this reply:

"Dov Isaacs - 4:40pm Jul 17, 07

I have contacted the Vice President at Adobe in charge of Customer Support. Hopefully they will get back to you ASAP with assistance. In the meantime, please contact me via e-mail with your phone number so that I can make sure that they know how to reach you quickly.

- Dov"

His e-mail is an @Adobe.com, so I doubt it is someone yanking my chain. BUT, we'll see what happens.

Well, I posted my rant on the Adobe forums as well, and within 2 hours, I got this reply:

"Dov Isaacs - 4:40pm Jul 17, 07

I have contacted the Vice President at Adobe in charge of Customer Support. Hopefully they will get back to you ASAP with assistance. In the meantime, please contact me via e-mail with your phone number so that I can make sure that they know how to reach you quickly.

- Dov"

His e-mail is an @Adobe.com, so I doubt it is someone yanking my chain. BUT, we'll see what happens.

Originally Posted by Bill

"and shot off another message asking for the right number or a number to the actual Adobe offices, and "not some number to a call center in India this time" (too much?)." Yeah, too much

Yeah, I was a little mad. The main "sorry, your too late" call was probably a call center (heavy accent + American name = overseas call center...more than likely), and since I lost my job due to foreign outsourcing, it is kind of a touchy subject with me. I promise to be kinder with them from now on.

[Bill]

Tim,

I hope you get it addressed satisfactorily.

Bill

[Tim-in-TX]

MAN THOSE GUYS ARE GOOD! Here is what I found in my in-box today:

Hello Tim,

Thank you for taking the time to convey your experience with trying to claim your free upgrade to Design Premium CS3 for Mac. I have read the case notes from your experience and on behalf of Adobe Systems Incorporated I would like to apologize that you were unable to receive an answer to your question despite all of the time you spent with our customer service department.

Please except our apologies and know that I have place order#: 112473930 in your customer account for a free of charge upgrade to Design Premium CS3 for Mac to be delivered to the following address:

Tim Bentley
<my address>

Let me know if there is another address you would like it delivered to, and also let me know if you have any further questions regarding this issue.

Thank you,

Jim Edwards/ Customer Service Operations / Adobe Systems Inc. / 206.675.7337 / jamese@adobe.com

I am truly humbled!

[Tim-in-TX]

Got my package from Adobe today. They did not just send me an upgrade to my Education Edition CS2, they sent me THE FULL CS3 DESIGN PREMIUM PACKAGE...FREE! I did not even have to pay shipping.
Jim Edwards completely restored my faith in Adobe Customer Service! Now, because of their great service, I will probably get Lightroom instead of Aperture.