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Old December 7th, 2008, 03:36 PM   #1
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Adobe Crappy Customer Service

I have been using the Adobe Video Collection (vintage 2005-2006). I decided to upgrage to CS3 on about October 10, 2008 when Video Guys had an upgrade sale. The sale was "Buy CS3 Production Premium and get a FREE upgrage to CS4 Production Premium when it ships". Video Guys delivered the CS3 suite in just over a week. On the shrink rap of the lage box for the CS3 suite was a sticker; "Call Adobe for your free upgrade to CS4 Production Premium at 1-800-###-####. When I did, the Adobe representative wanted my Adobe order number for my CS3 purchase. I told her I did not have one since I purchased the product from Video Guys. She then informed me that she could not help me because I had not purchased the product directly from Adobe, and that I would have to do it on line. I was a bit miffed, but proceeded to do so. I found the Adobe Customer service/upgrade pages very difficult to navigate, but finally found what seemed like the correct page (something like "pre-release upgrades). I entered all of my info, serial #, attached copy of my invoice, etc. and sent it on to Adobe. They responded promptly with an email with a case number and told me that customer service would contact me with more information. That was on October 18, 2008. I waited 2 weeks, no response. I then filed another ticket with customer support online, and found a phone number for them. I opted for this 2 pronged approach and called them in addition to the online contact. The customer service representative this time was from in India. He was polite, but very hard to understand, and I don't think he could understand what I was saying. As long as he could stick to his worded script he was ok, otherwise, you might as well talk to a wall. I was given another case number and the promise that I would receive an E-mail within 2 days. I never received an email from ADOBE. Another Attempt with the 800 # to India, and I was informed that they never got the copy of my receipt/proof of purchase and that the upgrade period had expired. After explaining all of my efforts, he gave me a fax number and told me to fax it, and Adobe would email me within 2 days. I faxed 2 copies, just to be sure. Again, no response from Adobe. Again I file a ticket online with customer support and call India again. This time I am told by Stephen - unique name for someone with strong Indian accent - that they had received my proof of purchase and that he would order my product to be shipped to me. I asked for a confirmation number. He said he could not give me one, but that I would receive a confirmation email within 24 hours. Guess what? That was over a week ago. NO EMAIL RESPONSE, NO CONFIRMATION.
I feel this is a terrible way to treat someone has has been a loyal customer for years.
Has anyone else had a similar experience with Adobe recently? If so, maybe we can get together and have some influence with them. Sincerely - PK
Paul Kepen is offline   Reply With Quote
Old December 7th, 2008, 05:42 PM   #2
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I've been trying to install HDRACK(aka on location) on a new hard drive. Licensing authorization is a nightmare dealing with Adobe. After, quite literally, 4 calls to the Philipines, where these tech support people are located, I finally coerced someone to give me a connection to Adobe, the company in San Jose. Oh, well, this is a rant, so I won't even get started.

Goo luck, is all I can say.
Bill Ravens is offline   Reply With Quote
Old December 7th, 2008, 10:35 PM   #3
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I would try calling Video Guys and seeing what they have to say - after all, you did buy it from them and they made the promise of the upgrade.

One other thing to try is calling the Adobe Store - not the technical support #, but the Adobe store # from the Adobe website...

Good luck!
Eric Addison is offline   Reply With Quote
Old December 8th, 2008, 07:23 AM   #4
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Please shoot me an email with all your information and Adobe serial number. I'll forward it to my contacts inside Adobe and see if we can accelerate this.

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Gary Bettan is offline   Reply With Quote
Old December 9th, 2008, 01:56 AM   #5
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i bought from videoguys and had similar experience from adobe, but i called them every day untill i got the confirmation email that the upgrade was processed. Apparantly the first time, they logged it incorrectly and i had to go over the process the second day again untill they confirmed that the correct department had the application for processing.

I was suprised to see the upgrade arrive earlier then the expected date so that was good :)
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