However it took forever to get to the point in the live chat, but it worked in the end…

I guess thumbs up for Adobe changing the rules for that…

I think Adobe have blown it in recent years. Their products, and those of Macromedia, were long praised as being best of breed—as you said, a number of their products are “industry standard”. But it looks like they’ve become lazy and are taking their traditional customer base for granted. Designers who were passionate about using good tools to produce good work were what made both Adobe and Macromedia what they are (or should that be were?). But now they only seem to care about large corporates who place “enterprise” orders.

Most companies would be horrified comments like these and make an effort not only to rectify the situation but offer some form of compensation as well. Not so with Adobe. I have no choice it is the industry standard software required for my course, I forfeited a weeks grocery money on top of what I saved to buy the program to complete my assignments at home, my partner is extremely unwell with multiple sclerosis so I need to fit my studies in between bouts of caring for him and a teenage daughter. I am trying to upskill so that I can support my family better and this is one drama I just dont need.

I’m not sure buying software such as this over the internet is worth it in the end. At least if you went into a store you’d get exactly what you want and be able to deal with a (hopefully) helpful person, face to face.

I decided a month ago to switch from a PC, back to my first love, the Mac. I ordered a new MacBook Pro, and then set about getting software for it. I thought it would be a good time to upgrade much of what I have now to the latest versions. Everything was going fine until I tried to upgrade to the latest Creative Suite. First I was a bit put out when I could not find any upgrade path from any of the software I own to the Master Collection. I have two full shelves of Adobe products, but because up until now I purchased them almost all as individual licenses, nothing was good enough for an upgrade. I found one small discount for the Web Edition of the Creative Suite with my copy of Photoshop CS3. So I decided to go that route. After a great deal of work on the Adobe web site, which was very, very sluggish, I placed my order. The moment I saw the receipt page I realized I made a mistake and orderd the wrong upgrade. I had orderd the Master Collection upgrade, instead of the Web Edition. This was on February 2. Ok. A bit frustrating, but it was an error on my part. On my email receipt it stated if I needed to get in touch with Adobe about my order, contact Customer Service through their web portal. (no phone number) I got online and looked again for a phone number, but did not find one, so I filled out their form. So within 5 minutes of placing the incorrect order I did what they asked and submitted the form. The response to the form was they would get back to me within 24 hours. 48 hours later on February 4th, I got an email from Adobe, saying I needed to call Customer Service, giving me the phone number.

I called the number, and suprisingly got through to customer support in seconds. A half hour later “Allen” at customer support tells me that the product already shipped, and I’ll have to wait until I get it. Then call back and get instructions on how to send it back. Not happy I hang up and wait. A few days later I receive the shipment. I call Adobe immediatly. Again I get right through to support. Again it takes at least a half hour to get the instructions on how to send it back. I follow their instructions to the letter. Drop the shipment off at FedEx and wait some more. It is now Feb. 9th. On Feb. 11, I get notification from FedEx that the shipment had been delivered to Adobe. Then I wait to see the charge credited to my account. On Feb. 18, I decide maybe I need to call again. So once more I get on the phone, talk to customer service, and twenty minutes later am told that yes they received the product back, and it could take up to 10 days to credit my card. Ok, so Feb. 21 is the magic day. Today is Feb 22, three weeks since I placed my original order, and still no credit to my card.

So tomorrow I get the pleasure of calling Adobe Customer Support for the fourth time. The crazy thing is, once I finally do get credited, I’m going to turn around and buy one of the Creative Suite packages. The software is just that good. But the same cannot be said for the support. I really think Adobe could learn a thing or two about support from Apple, who seem to bend over backward to help me whenever there is any kind of issue at all. Sadly I think Adobe used to be much better than they are now. But perhaps the fact that they’ve bought out nearly all their competition has made them too comfortable in their monopoly. It can only last so long.

I had difficulties to get an ordrer registered by phone ( apparently new employee ) for ONE product. ; The order was registered TWICE ( at two different prices … ) and BILLED TWICE though after my immediate claim, Adobe confirmed that one of the two orders had been cancelled. As a mater of fact I got ONE parcel.

Through the same procedure as yours I tried to get in touch with the Adobe UK supportportal but could not as I had forgotten login and password.

In the meantime I got mails telling me that the case would be closed within … 4 days ! I could not scan immediately the VISA card bill, to prove the second debit. I wrote immediately, sending by post a photocopy.

BCC Card Cy had no reply. Neighter I.

The only answer was : “Dear Monsieur …. your case is closed” !!!
What a rough way to threat customers.

I suppose I will be paid back for the second item I did not receive; Adobe is a well known Cy. But, now, reading you blog, I fear …

In that case I shall start an action through the Customer’s Association which I am member off. They are complaining as many of us, that most Internet companies work only through the Web. What when you P.C. does not work ? A good way to avoid claims …
Yours,
Montigny.