Adobe Informative - Poor, no horrible, customer service
I had always been happy with Adobe; I’ve used their products for years and found them to relatively bug free and worth the cost. I’ve read about how important customer service is to the CEO after growing up in his father’s Brooklyn appliance store. End result, they deal with customers like they guys selling the counterfeit watches on a Brooklyn corner.
I contacted Adobe to find out the Creative Suite software upgrade I for which I was eligible. There is no email addresses on their web site, so I decided to call customer service. Called customer service three times, once was told I needed to call back (recording) and twice I was on hold for more than 15 minutes before I had to hang up. I finally posted a question using an online form but as days passed without an answer I decided to try calling the store and speak with sales.
I wanted to confirm the upgrade package I needed to purchase so I didn't just order the software from on etailer. I specifically called the online store to place my order so I was sure I’d receive the correct upgrade package. They picked up after one ring, so I was encouraged. They asked for, and I gave them, a list of all my Adobe product serial numbers. They told me the upgrade package would cost $603 and with expedited shipping. Expediting shipping took three days, but no big deal. I finally receive a response to my posted message the day the software package arrives with a different response and here's where things fell apart.
Spending $600 on software I expect a certain level of installation support. I unboxed the package and inserted the CD. It tells me the serial number for my existing product won’t allow an upgrade. So I clear my schedule and call Adobe expecting to be on hold for probably 20 minutes. Boy was I wrong. I was on hold for 40, yes forty minutes, someone picks up to get my customer information and find out about my problem. I tell them what happened and they send me to technical support. Another 25 minutes on hold and I get technical support. Now I’m a little steamed but the person is very helpful, I give them my serial numbers and I'm told I have a valid product and need to talk to the “unlocking department”. They insist this isn’t a problem and I'm told to ask to speak with a supervisor if the person doesn't give me an unlock code.
Another 20 minutes on hold. Finally, I get a person and tell them my story, give them serial numbers and they tell me I can’t upgrade. I ask to speak with a supervisor, they tell me no. At this point my frustration level is through the roof so I tell them I want a refund.
I expected to send back my package and get a credit but Adobe has another twist. There is a Letter of Destruction form for me to fill out and they'll apply a refund; no shipping needed.
Finally, something easy! Not so fast. I made one mistake on the form so that’s part of the problem. They asked for a serial number, I sent it. Now they reject the form telling me I need all the serial numbers for all the different packages in Creative Suite. I sent it in and will see what happens.
By the way, I sent the CEO an email after seeing his email address on the web. Not even a response; I wish he'd call me so we can speak in our native Brooklyn tounge about the terrific Adobe support.
I have to use Adobe InDesign so I’ll upgrade that package only for $170 and they won’t see another penny from me. After searching the web it seems I’m not the only one with this complaint. The software is at a premium cost and the support is substandard, horrible customer service.