Adobe Customer Service needs to drastically improve their handling of refunds.
In early December I purchased the Design Standard Creative Suite upgrade directly from the Adobe Online Store. I decided to exercise the 30-day return policy for the product and purchase another (more expensive) edition of the Creative Suite.
Per the instructions on the Adobe website, on December 16, I faxed in my Letter of Software Destruction (LOD) in order to receive a my refund for CS4 Design Standard (about $534).
A month later, I have still not received a refund. Adobe Customer Service tells me that they have received the LOD, but they refuse to acknowledge this in writing or email. When I pointed out that the lack of the LOD receipt could be a problem (given the 30-day return window) Adobe Customer Service responded that they did not have the authority to acknowledge the LOD. My webcase asking for acknowledgement of the LOD receipt continues to go unanswered (since 12/21/08).
Adobe Customer Service tells me that it will take them 4-6 business weeks to process my refund. This is simply the wrong way to treat loyal customers (or any customers).
0 comments