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Adobe.com WebSite Issues

Jun 11, 2012 12:56 PM

I find it hard to believe that Adobe considers itself a "Web Innovator" when it can't even keep its own site running.  Last month I tried to order a subscription to this Creative Cloud via the website and couldn't, I had to call a sales rep.  I told this rep about the issue and also about trouble I have been having getting anything to return on the My Orders, My Recent Orders and My Order History pages. There is no contact info on the site to report issues with the site (a "Contact Webmaster" link would be nice). It appears Adobe is another Microsoft; top priority = sales, anything else is off the radar. You would think a company that makes its living in the web world would ensure its website is bullet proof.

 

Raymond Sugel Sr

 
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  • Currently Being Moderated
    Jun 11, 2012 9:22 PM   in reply to RSugelSr

    Raymond,

     

    No website is bullet-proof. Stuff happens. Computers go off-line. Sometimes things happen to the connection between your computer and Adobe's.  Your ISP, Adobe's ISP, you name it things can happen. Having said that Adobe's web presence can always be better. However, Adobe's web presence is huge and it is always a work in progress. It is not so important that everything is working 100% of the time, what is important is how Adobe handles things when things go wrong. Fortunately, you were able to find a sales rep to hanlde your problem. There is an email address you can use adbecare@adobe.com, if you have outstanding issues.

     

    Message was edited by: MichaelKazlow

     
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    Jun 13, 2012 3:44 PM   in reply to RSugelSr

    Hi Raymond,

     

    I wanted to follow up with you regarding the email correspondences we've exchanged this past Monday.

     

    While I agree that the on-going issues with your My Orders page is a less than ideal experience, I am hopeful that the workaround I provided to you via email will help backup your download replacements.

     

    Please continue our email correspondence should you require further assistance.

     

     

    Thanks,

    Bing

     
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    Aug 9, 2012 2:00 PM   in reply to MichaelKazlow

    Hi Michael,

     

    This always under construction condition is why every web page should have a FEEDBACK button. My latest need for one here was for a broken link to the service I wished to use. Since I could not report it then, the specifics have since been lost.

     

    Oh well, just one more irritated customer. They don't matter, Adobe software is so unique that they have to come back to us even if they hate us. Reminds me of the phone company, back when there was only one.

     

    Richard

     
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    Aug 10, 2012 6:44 PM   in reply to The Nitpicker

    Until not so long ago there was in fact a 'Adobe.com Feedback' forum. It was filled with endless complaints about customer service, clueless tech support, and lots of plain hate messages.  Rarely did anyone have to report anything useful about the Adobe.com website.  It also turned out that nobody from Adobe was actually monitoring that forum.  At the end it was shut down.

     

    I agree that there should be a mechanism in place to provide feedback to the webmaster, but I'm afraid that the poor webmaster would just get all these complaints that previously were posted in the feedback forum.

     
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  • John Hawkinson
    5,572 posts
    Jun 25, 2009
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    Aug 10, 2012 7:05 PM   in reply to Pat Willener

    I will say, I found it troubling that there was no one answering the customer service and tech support complaints.  Those complaints were frequently well-founded (or so it appeared), and it felt like the forum went away to quiet them, which didn't exactly seem legitimate.

     

    So, one approach might be to bring back a forum dedicated to such complaints, and then also a seperate forum for web site issues...

     
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    Aug 15, 2012 12:00 AM   in reply to John Hawkinson

    I noticed today that I can't even change my timezone. I kept trying to edit my preferences to say that I live in the Eastern Time Zone, but Adobe seems to think I should be living in the Mountain time zone. I would gladly move if they would foot the bill and buy the house... As I'm sure they won't do that, I really hope they'll allow me to change that soon. The time is now 3:00AM NOT 1:00AM

     
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