Ok

This is a rant and rave at Adobe concept of customer relations!

I've been with them since v3! I lost my cs3 dvd Ok my problem-

So I phoned Uk customer service and paid my £29, only to receive aweek later
A DVD not in English.

Called customer service last wednesday and was told "our fault we sent you
an Italian version, I'll get one shipped ASAP". I asked for a download link
so I could do some work and was told "NO"

It's now six days later and I've heard nothing, zero, zilch.

Just spoken to Customer Service who "think it might be shipped today or
tomorrow as it has not yet been authorised.

Has anyone tried expressions ;-) Ah! thats MS customer service will beevn
worse. How about I buy a newcopy of CS3 and then claim a refund?

I'd just love to speak to someone in authority

Ok rant over

Ian

No one here in authority, just fellow users.

But I know what you mean about Adobe. My work is waiting for version 2 of
Expression Web to evaluate and if all goes well, we'll no longer be
upgrading.

> But I know what you mean about Adobe. My work is waiting for version 2 of
> Expression Web to evaluate and if all goes well, we'll no longer be
> upgrading.

If only MS support was any better. ;o)

-Darrel

> Just spoken to Customer Service who "think it might be shipped today or
> tomorrow as it has not yet been authorised.

This is where BitTorrent begins to make sense...

> Has anyone tried expressions ;-) Ah! thats MS customer service will beevn
> worse. How about I buy a newcopy of CS3 and then claim a refund?

Yea, I wouldn't call MS any better than Adobe on the support front.

> I'd just love to speak to someone in authority

You can't. They're hidden away in their gated communities busily cashing in
their stock options.

-Darrel

> You can't. They're hidden away in their gated communities busily cashing
> in their stock options.

That's hyperbole, offensive, and unwarranted. But perhaps that was your
intention....

--
Murray --- ICQ 71997575
Adobe Community Expert
(If you *MUST* email me, don't LAUGH when you do so!)
==================
http://www.projectseven.com/go - DW FAQs, Tutorials & Resources
http://www.dwfaq.com - DW FAQs, Tutorials & Resources
==================


"darrel" <notreal@nowhere.com> wrote in message
news:g2p4ob$n60$1@forums.macromedia.com...
>> Just spoken to Customer Service who "think it might be shipped today or
>> tomorrow as it has not yet been authorised.
>
> This is where BitTorrent begins to make sense...
>
>> Has anyone tried expressions ;-) Ah! thats MS customer service will beevn
>> worse. How about I buy a newcopy of CS3 and then claim a refund?
>
> Yea, I wouldn't call MS any better than Adobe on the support front.
>
>> I'd just love to speak to someone in authority
>
> You can't. They're hidden away in their gated communities busily cashing
> in their stock options.
>
> -Darrel
>

> That's hyperbole, offensive, and unwarranted.

I know you like to stick up for Adobe, Murray. But if you've ever really had
do deal with their support, you'd know it's not hyperbole for a lot of us.

The last time I had to deal with Adobe's support is when purchasing a Font
turned into a 4 day marathon of phone calls and emails back and forth with
them. I avoid them now.

Alas, I still have to deal with MS support, which is horrific and expensive.

I won't get into recent Qwest support issues I've had to deal with...

It's sad (though appreciated) that end-users are the ones that can provide
the best support for each other.

-Darrel

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. The turnover rates are tremendously high among all major industries. I
don't think I've seen a week where I live where Comcast, Verizon and AT&T are
not advertising customer service reps.

I've had very little problems with Adobe before. I've been through new media
and cross-grading awhile back.

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 can understand your frustration with this, darrel. I just hate to see
your frustration cause you to make posts like this, which are sweeping
generalizations that tend to paint all of your opinions in an unfavorable
way. You give much too much good advice to have that happen.

If you have problems with Adobe, you do nobody any good by airing them in
this way. Go right to the groups involved. You know how to contact
them....

--
Murray --- ICQ 71997575
Adobe Community Expert
(If you *MUST* email me, don't LAUGH when you do so!)
==================
http://www.projectseven.com/go - DW FAQs, Tutorials & Resources
http://www.dwfaq.com - DW FAQs, Tutorials & Resources
==================


"darrel" <notreal@nowhere.com> wrote in message
news:g2p95e$rt9$1@forums.macromedia.com...
>> That's hyperbole, offensive, and unwarranted.
>
> I know you like to stick up for Adobe, Murray. But if you've ever really
> had do deal with their support, you'd know it's not hyperbole for a lot of
> us.
>
> The last time I had to deal with Adobe's support is when purchasing a Font
> turned into a 4 day marathon of phone calls and emails back and forth with
> them. I avoid them now.
>
> Alas, I still have to deal with MS support, which is horrific and
> expensive.
>
> I won't get into recent Qwest support issues I've had to deal with...
>
> It's sad (though appreciated) that end-users are the ones that can provide
> the best support for each other.
>
> -Darrel
>

> If you have problems with Adobe, you do nobody any good by airing them in
> this way.

It won't do any good, but nor does it really do any harm. It's just venting.
Cathartic, if anything.

> Go right to the groups involved. You know how to contact them....

Support folks in large companies are usually good people stripped of any
real ability to fix things. Me venting to them won't do much more than
venting in here. I'd rather have them spend their time trying to those
they can than listen to me anyways.

I was empathizing with i.edwards. I know how he feels. Sometimes saying that
is the support that is most needed. ;o)

-Darrel

> 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 ing 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

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@nowhere.com> wrote in message
news:g2peuv$4oq$1@forums.macromedia.com...
>> 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 ing 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
>
>
>