Adobe Support: Does anyone give worse customer support than Adobe?
Thu, April 30, 2009 at 10:50 AM in Unwarranted Rants I just got told by Adobe to go screw myself.
Of course, they didn't exactly say that. What they said is, "You'll have to upgrade your Adobe Premier Pro software if you want us to help you."
Here's the Adobe issue: I've got an activation issue for an Adobe software product (Premier) that I received as part of a video editing suite. Unfortuanately, it won't activate successfully. It gives me the 'it appears your system configuration has changed' message and when I activate it (which it does successfully) it crashes.
Look, I'm pretty tech minded. The problem, according to Adobe Customer Support, is that the software isn't correctly saving the file. (It activates correctly and then looks for the file which isn't there and crashes.) In fact, Adobe knows its an issue and has a patch called FF1 for it. So, I call Adobe customer support to get some help.
My experience with Adobe customer support over the last 4 days??
Spoke to 14 people. Was told 5 separate times that I'd receive a patch (FF1) within the next 24 hours that never came. Today, I was finally told that the patch wasn't available and that I would have to buy new software in order to get this to work! Nice. The last customer service rep, "Ron", refused to give me any identity number.
Between the 14 people on two contenients I spoke to Adobe Customer Support, Adobe Activation Support, and Adobe Premier Support and I wasted 5 hours on the phone to be effectively told that if I didn't pay for customer support troubleshooting, they wouldn't help me activate my software.
My opinion of Adobe Customer Support is deep in the toilet right now.
Reader Comments (1)
Sorry to hear that but I'm not surprised. After a hard drive failure my CS3 Suite wouldn't install because I didn't, according to their tech support person, deactivate it before my hard drive went kablamo. Thus it couldn't be reactivated since it was already active. Hum, that's may fault? After I explained that I can't deactivate on a hard drive that burned up like a meteor they had to gudgingly give in - but only after a lecture to deactivate it next time. Now I'm spending $20 a week to having my palms read so that I can keep Adobe happy... think I'll buy something else from now on.