Adobe Crappy Customer Service at DVinfo.net

Paul Kepen · December 7th, 2008, 04:36 PM

I have been using the Adobe Video Collection (vintage 2005-2006). I decided to upgrage to CS3 on about October 10, 2008 when Video Guys had an upgrade sale. The sale was "Buy CS3 Production Premium and get a FREE upgrage to CS4 Production Premium when it ships". Video Guys delivered the CS3 suite in just over a week. On the shrink rap of the lage box for the CS3 suite was a sticker; "Call Adobe for your free upgrade to CS4 Production Premium at 1-800-###-####. When I did, the Adobe representative wanted my Adobe order number for my CS3 purchase. I told her I did not have one since I purchased the product from Video Guys. She then informed me that she could not help me because I had not purchased the product directly from Adobe, and that I would have to do it on line. I was a bit miffed, but proceeded to do so. I found the Adobe Customer service/upgrade pages very difficult to navigate, but finally found what seemed like the correct page (something like "pre-release upgrades). I entered all of my info, serial #, attached copy of my invoice, etc. and sent it on to Adobe. They responded promptly with an email with a case number and told me that customer service would contact me with more information. That was on October 18, 2008. I waited 2 weeks, no response. I then filed another ticket with customer support online, and found a phone number for them. I opted for this 2 pronged approach and called them in addition to the online contact. The customer service representative this time was from in India. He was polite, but very hard to understand, and I don't think he could understand what I was saying. As long as he could stick to his worded script he was ok, otherwise, you might as well talk to a wall. I was given another case number and the promise that I would receive an E-mail within 2 days. I never received an email from ADOBE. Another Attempt with the 800 # to India, and I was informed that they never got the copy of my receipt/proof of purchase and that the upgrade period had expired. After explaining all of my efforts, he gave me a fax number and told me to fax it, and Adobe would email me within 2 days. I faxed 2 copies, just to be sure. Again, no response from Adobe. Again I file a ticket online with customer support and call India again. This time I am told by Stephen - unique name for someone with strong Indian accent - that they had received my proof of purchase and that he would order my product to be shipped to me. I asked for a confirmation number. He said he could not give me one, but that I would receive a confirmation email within 24 hours. Guess what? That was over a week ago. NO EMAIL RESPONSE, NO CONFIRMATION.
I feel this is a terrible way to treat someone has has been a loyal customer for years.
Has anyone else had a similar experience with Adobe recently? If so, maybe we can get together and have some influence with them. Sincerely - PK

Bill Ravens · December 7th, 2008, 06:42 PM

I've been trying to install HDRACK(aka on location) on a new hard drive. Licensing authorization is a nightmare dealing with Adobe. After, quite literally, 4 calls to the Philipines, where these tech support people are located, I finally coerced someone to give me a connection to Adobe, the company in San Jose. Oh, well, this is a rant, so I won't even get started.

Goo luck, is all I can say.

Eric Addison · December 7th, 2008, 11:35 PM

I would try calling Video Guys and seeing what they have to say - after all, you did buy it from them and they made the promise of the upgrade.

One other thing to try is calling the Adobe Store - not the technical support #, but the Adobe store # from the Adobe website...

Good luck!

Gary Bettan · December 8th, 2008, 08:23 AM

Paul,

Please shoot me an email with all your information and Adobe serial number. I'll forward it to my contacts inside Adobe and see if we can accelerate this.

Gary

Anish Sharma · December 9th, 2008, 02:56 AM

i bought from videoguys and had similar experience from adobe, but i called them every day untill i got the confirmation email that the upgrade was processed. Apparantly the first time, they logged it incorrectly and i had to go over the process the second day again untill they confirmed that the correct department had the application for processing.

I was suprised to see the upgrade arrive earlier then the expected date so that was good :)

December 7th, 2008, 04:36 PM	#1
Paul Kepen Major Player Join Date: Dec 2004 Location: Minneapolis Minnesota Posts: 347	Adobe Crappy Customer Service I have been using the Adobe Video Collection (vintage 2005-2006). I decided to upgrage to CS3 on about October 10, 2008 when Video Guys had an upgrade sale. The sale was "Buy CS3 Production Premium and get a FREE upgrage to CS4 Production Premium when it ships". Video Guys delivered the CS3 suite in just over a week. On the shrink rap of the lage box for the CS3 suite was a sticker; "Call Adobe for your free upgrade to CS4 Production Premium at 1-800-###-####. When I did, the Adobe representative wanted my Adobe order number for my CS3 purchase. I told her I did not have one since I purchased the product from Video Guys. She then informed me that she could not help me because I had not purchased the product directly from Adobe, and that I would have to do it on line. I was a bit miffed, but proceeded to do so. I found the Adobe Customer service/upgrade pages very difficult to navigate, but finally found what seemed like the correct page (something like "pre-release upgrades). I entered all of my info, serial #, attached copy of my invoice, etc. and sent it on to Adobe. They responded promptly with an email with a case number and told me that customer service would contact me with more information. That was on October 18, 2008. I waited 2 weeks, no response. I then filed another ticket with customer support online, and found a phone number for them. I opted for this 2 pronged approach and called them in addition to the online contact. The customer service representative this time was from in India. He was polite, but very hard to understand, and I don't think he could understand what I was saying. As long as he could stick to his worded script he was ok, otherwise, you might as well talk to a wall. I was given another case number and the promise that I would receive an E-mail within 2 days. I never received an email from ADOBE. Another Attempt with the 800 # to India, and I was informed that they never got the copy of my receipt/proof of purchase and that the upgrade period had expired. After explaining all of my efforts, he gave me a fax number and told me to fax it, and Adobe would email me within 2 days. I faxed 2 copies, just to be sure. Again, no response from Adobe. Again I file a ticket online with customer support and call India again. This time I am told by Stephen - unique name for someone with strong Indian accent - that they had received my proof of purchase and that he would order my product to be shipped to me. I asked for a confirmation number. He said he could not give me one, but that I would receive a confirmation email within 24 hours. Guess what? That was over a week ago. NO EMAIL RESPONSE, NO CONFIRMATION. I feel this is a terrible way to treat someone has has been a loyal customer for years. Has anyone else had a similar experience with Adobe recently? If so, maybe we can get together and have some influence with them. Sincerely - PK

December 8th, 2008, 08:23 AM	#4
Gary Bettan Sponsor: Electronic Mailbox Join Date: Mar 2002 Location: Glen Cove, NY Posts: 758	Paul, Please shoot me an email with all your information and Adobe serial number. I'll forward it to my contacts inside Adobe and see if we can accelerate this. Gary __________________ Check out http://www.videoguys.com 800 323-2325 We are the video editing and live video production experts! DV InfoNet members save 5%! Use Coupon Code DVINFO5OFF

December 7th, 2008, 06:42 PM	#2
Bill Ravens Join Date: Nov 2001 Location: santa fe, nm Posts: 3,264 Images: 10	I've been trying to install HDRACK(aka on location) on a new hard drive. Licensing authorization is a nightmare dealing with Adobe. After, quite literally, 4 calls to the Philipines, where these tech support people are located, I finally coerced someone to give me a connection to Adobe, the company in San Jose. Oh, well, this is a rant, so I won't even get started. Goo luck, is all I can say.

December 7th, 2008, 11:35 PM	#3
Eric Addison Regular Crew Join Date: Apr 2008 Location: San Diego, California Posts: 74	I would try calling Video Guys and seeing what they have to say - after all, you did buy it from them and they made the promise of the upgrade. One other thing to try is calling the Adobe Store - not the technical support #, but the Adobe store # from the Adobe website... Good luck!

December 9th, 2008, 02:56 AM	#5
Anish Sharma Regular Crew Join Date: Aug 2008 Location: NZ Posts: 38	i bought from videoguys and had similar experience from adobe, but i called them every day untill i got the confirmation email that the upgrade was processed. Apparantly the first time, they logged it incorrectly and i had to go over the process the second day again untill they confirmed that the correct department had the application for processing. I was suprised to see the upgrade arrive earlier then the expected date so that was good :)