On Sat July 7 I purchased Adobe Acrobat 8 directly from Adobes website store at adobe.com. Order #AD000913837. I was having trouble with the download so I called Adobe for assistance and they told me I would need to disable my antivirus, firewall and spyware and change a setting in the internet options of my browser. I decided I wasn't comfortable doing that and so I requested a refund but was told I needed to call back on Monday to request the refund. On Monday I called again twice but had to hang up because the hold time was interfering with me doing my job. No big deal, I'll email my request. The first response I received began like this:
Hello Jill,
Thank you for contacting Adobe Customer Service.
Due to the Support Portal being closed on weekends, we were unable to respond to your e-mail. We sincerely regret any inconvenience this may have caused.
We appreciate your patience and thank you for your kind co-operation. I understand that you want a refund for your purchase of Adobe Acrobat 8 Professional, as you have purchased it from a retailer...
Hmmmm, I didn't purchase it from a retailer. Adobe Customer service doesn't recognize their own purchase order numbers?
I emailed them again requesting a refund. The next response explained this can only be done by phone.
To keep the rest short (but believe me, it's not!) Adobe sent me an LOD (Letter of Destruction). I signed and faxed it back to them at 10:18pm July 11.
Today I phoned customer service to get status on my refund. Adobe says it will take 4 to 6 weeks to process my refund. What they could not say is why in this day and age it would take more than a week.
I'm here now to speak my mind. Adobe could and should do a lot better in the way of customer service. It's been my experience that if I am calling Adobe to purchase a product by phone I am connected almost instantly to a live person based here in the United States. But when I need a refund - well, get in line and wait for an oversees customer service rep that is much slower paced than the average American. Once my call was answered it took 37 minutes for the agent to get info needed to process my refund request. I get the feeling Adobe likes it this way because if I run out of time on my end they still have my money.
Adobe says refund requests must be made with in 30 days of purchase but they need 4 to 6 weeks to process refunds. Convenient for them but not for me. I could almost forget about it. When talking to the customer service rep today if I said it would be helpful if I could have something in writing acknowledging they received my signed LOD and it would be 4 - 6 weeks to process my refund but she (Michelle #36892) said she was not able to do that for me. I asked for a supervisor and she said she was the floor supervisor. I asked for a phone # to a corporate office where I could complain. She said there was no such phone number.
After all of this I'm going to see what other software I can find that mirrors Adobe's product. I value my time, my money and my sanity (Adobe service is trying my patience). Adobe has demonstrated they don't give a rat's bottom about being efficient or timely in their approach to customer service. Sad but true.
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