Let me preface this vent session with the fact that we are fans of Adobe products. We have been using them for over a decade and can attribute much of the improvements of our products and production efficiencies to their powerful software. But their customer service is absolutely atrocious! I don't really want to relive the sorid details of our recent experience with Adobe but I can sum it up nicely with a timeline of events.
April 24th - 26th upgraded our Creative Suite 3 with on line purchase of download, downloaded the program and upon first attempt experienced a complete system crash and computer failure
8 hours of technical support, $150 of computer repairs and a week of interrupted work days... Adobe said the program is incompatible with our system and suggested we return the product. Since it was a download we didn't have anything to return, so we filled out the letter of software destruction and faxed it in on May 5th.
It is June 17th and still no refund.
Is Adobe untouchable?! In the 10 yrs we have been using Adobe we have required technical support for every installation and every single time we have encountered a nightmare of being on hold for extended time, technical support staff that don't really understand how to fix the problem, or their English is so broken we have a difficult time understanding anything! If there was a comparable program out there I would switch without question... I would even pay more money! I am 100% confident there isn't another software company that could match the lack of care Adobe seems to place on their customers time or money.
Another Adobe Victim
Ottawa, Ontario
Canada
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