Adobe Community: Is this the best Adobe e-Learning can do?

AnnGarvey

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Is this the best Adobe e-Learning can do?

Aug 27, 2012 1:05 PM

Tags: #adobe #e-learning #6 #sales #adobe_captivate

Please hold as we route your chat to an Adobe Representative.

Welcome to Adobe.com! My name is Carol. May I assist you with your selection today?

Carol: Hi, How are you doing today?

Ann: At this point a little on the cranky side.

Ann: I would like to place a complaint

Ann: several

Ann: are you still here?

Carol: Ann, I'm sorry to hear that, since I'm online with you let me help you with any information you need.

Carol: Also I'm sorry for the delay.

Carol: Please go ahead, how can I assist you?

Ann: I was told by one of your people +36204 that you might not be able to assist, but I will run it by you anyway. The angering part is that she didn't follow-up with an email as promised, and then I had to wait 53 minutes and I got the same person, and then she hung-up on me, and now we are here ... the problem OTHERWISE is ...

Carol: Ann, was it on call or was it on chat?

Ann: I purchased an Adobe Captivate about one month ago, because it was the best I could do in that I wanted REALLY the Adobe e-learning 6 suite, but I was told by customer service they had no idea when it was coming out. Because there was no time limit ... I took the adobe captivate by itself for about $300 and then the next few days later the new product came out ... I want the new e-learning but I think I should have $300 off because I'm duplicating the Captivate ... AND the woman - she was a call then stated that there was student pricing for e-learning and that it was $599 ... I did a LOT of research and KNEW it wasn't a student price. She asked for proof ... I know have that proof

Ann: I'm on disabilty ... I'm trying to work my way up in school. And, I don't have enough money to support a terrible program if you are not able to work with me. THIS is why I want to register a formal complaint

Carol: Ann, I'm sorry for the inconvenience caused to you.

Ann: are you still responding

Carol: I'm here, checking an option with my supervisor.

Ann: thank you

Carol: Ann, thank you for staying online.

Ann: I waited last time on phone for 53 minutes to be hung-up on ... I can wait a little longer

Carol: I understand your concern. I checked and see that you can register a formal complaint in the forum where all issue are discussed with us.

Carol: I'll provide you a link where you can login and check the details.

Carol: Please click here.

Ann: This then seems like the process for reporting a problem. Fine I will use the resource, what about the problem of overpaying for a duplicate program?

Carol: Ann, I request you to check with our customer service team at 1-800-833-6687 from Monday to Friday 5:00 am to 7:00 pm PST.

Carol: They'll check and help you with necessary information on that.

Ann: THAT is the ONE who GAVE me the OTHER problem!

Carol: I'm sorry to hear that.

Ann: I know if I call that number and ask for that option I will get hung-up on like the last time ... I have no guarantee it will happen any differently or the same person wouldn't pick-up and connect me to the right people

Ann: If you are sales, why can't you help me with a sales querie?

Carol: Ann, I'm from online sales chat support team and I do not have an access to your previous purchase nor I can issue any refund or difference amount which you've paid earlier.

Carol: *for the software earlier.

Carol: I can only guide our customer to choose correct product of their needs and guide them through order process by providing a link being from online sales chat support team.

Ann: please give me the link I need for refund of product.

Carol: As per Adobe return policy our customer who has purchased Adobe product can return product for refund only within 30 days. If you've exceeded the return time frame you'll not be eligible for refund.

Ann: Oh Lordy.

Carol: Please click here to view more information

Ann: You are in my disfavor ... you are following your process, but you have NOT been helpful

Carol: I'm trying my best to help you with a resolution.

Carol: Could you please tell me when did you buy the product?

Ann: Is there anything you can help me with other than lying down a total of $599 when I've already paid $300?

Ann: July 16, 2012. Obviously I hadn't been aware of a 30 day policy ... I was too angry and frustrated to even look at your site. I turned from a position of Oh my Gosh I love this company ... to I hope never to work with them again

Ann: It's a bad policy arrangement to not tell customers who ask directly that the new product is going to launch 2-3 days later ... It's a bad policy decision to not give them ANY kind of date to assess reasonable wait time

Ann: Obviously, people in the company knew it was going to be released

Carol: I understand. I apologize on behalf of our representatives who misguided you with the wrong information on your previous chat.

Carol: Ann, I wish I could issue a coupon or discount or initiate a refund on this live chat, however, we do not have an access. I'm really sorry for that.

Carol: Once you contact our customer service team on phone they'll guide you and help you with alternate solution to resolve this issue.

Ann: your customer service person stated she was going to send a contact information ... and she did not.

Ann: what kind of alternate solution is that?

Ann: I do appreciate you can see that I'm very frustrated

Ann: the second time I contacted her she hung up ... why do you think giving me an option of calling her a third time would be a good decision?

Carol: I understand how frustrating it would be, however, I'd like you to try once more. You might get connected with our other representatives who will help you to resolve this issue.

Ann: How would you like to end this conversation we are having? It is circular and unhelpful ... I've not gone any distance further, but to be more frustrated at you telling me to do what already has proven not to work.

Carol: Ann, I wish I could help you on this chat, however, I'm helpless at this moment since we don't have any access on this chat being a sales representative.

Carol: Your issue will be resolved only by contacting our customer service team.

Ann: Thank you for your service ... though I don't find you to be obviously very customer orientated.

Carol: Ann, I can provide you a link to chat with our customer service team too.

Carol: Please click here.

Your chat transcript will be sent to [email address removed by host] at the end of your chat.

Carol: Thank you for visiting Adobe.com. Have a great day!

Thank you for chatting with us today.

3036 Views 3 Replies Latest reply: AnnGarvey, Aug 27, 2012 11:51 PM

Replies

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1. Carey Burgess,

Aug 27, 2012 1:28 PM in reply to AnnGarvey

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Hi Ann,

I am sorry for the frustration you've experienced with all of this. I just sent you an e-mail to follow up, so please let me know if you do not receive it soon.

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2. AnnGarvey,

Aug 27, 2012 2:20 PM in reply to Carey Burgess

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Carey,

Thank you, I just received your email. Concerning your statements and questions ...

I appreciate your diligence in contacting me and I appreciate that you would like to alleviate my frustration. I am satisfied to hear that somehow my experience might better train the situation for the next time it comes up, and in particular with that particular representative since I had TWO bad interactions with her one worse than the other. I believe Carol tried to do her best, but felt her much too limited in her abilities or authority to be of any service. It was a runaround, and what was more disappointing was that apparently her supervisor had stepped in and had not rectified the problem, or even had the courtesy to talk to me directly. She left both Carol and myself hanging. I've been in these situations before where one has responsibility and no authority. If you had significant resources at Adobe - that might also be looked at. I can let that go though too. In general though, I think a company as major an educational resource could do better.

I talked to whoever left the number +36204 on my phone between 12-1 pm central today 8-27-12. I believe I talked to the second person, Carol, for approximentaly 45 minutes and the conversation was betweeen 1:03 and 1:48 central today 8-27-12. The woman on +36204 did not provide me a name or number, but it had been recorded on my phone. For the second outreach, Carol, obviously, we emailed ourselves a copy of the transcript verbatem and then left it here as directed our complaints should go. In the meantime I tweeted the situation and by chance TJ Holmes from CNN was asking responding to a situation similiar to this one. It was at #trafficlights and also dealt with the issue of posting complaints formally at forums directed by the service provider. I made a realization at that time that no one from Adobe had appeared to contact any customers at the forum, but then here you are. Thank you. BTW - I contributed to the CNN conversation my frustration, but believe I had no impact in the discussion - just the realizatioin that Adobe is not the only one to be trying to handle complaints through specific gestures.

The issue I would rather focus on at this point, is your correct, I did want the e-learning suite provided that I can afford it. I am a student at Jones Internatioal University and my student email is [E-mail address removed by moderator.]. Please continue emailing me at [E-mail address removed by moderator.]. I don't use the student email for any other purposes than things like this. My understanding CONTRARY to the first woman is that you don't offer a student discount which is very unfortunate, because it is obvious those students getting in the teaching field could utilize a reasonably cost(ed) course-building tool. I had gotten the cloud service as well and thought I'd already invested so much more into this than I should on a fixed income from disability. I'm trying to make better use of me by teaching others with my disability. My newly formed business email is here http://newsdidmpd.blogspot.com and my normal blog is at http://annsmultipleworldofpersonality.blogspot.com. I am a self-proclaimed advocate for people with dissociative identity disorders.

I am disabled, but not useless or less intelligent than most. Please do what you can within reasonable.

I do want the Adobe e-learning software, I do have Captivate ... and would rather be using captivate WITHIN the e-learning package. If there was a refund on Captivate that could work into some reasonable cost I would be satisfied.

Thank you for looking at these messages. It does not leave me feeling so helpless or hopeless with this situation.

Our best,
Ann

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3. AnnGarvey,

Aug 27, 2012 11:51 PM in reply to AnnGarvey

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Dear Carey,

I got your message an hour or two ago ... and I was so amazed with what you did ... for the first half an hour or so, we told our Sweetie over and over again that I couldn't believe your support of us and working so hard to improve your program. I hope you are able to follow through and at some point get student pricing for the suite. Teachers/learners deserve the break by taking the initiative to better and further learn e-learning courseware - I would imagine without compensation for their time in using or learning the program. Again, now we're in tears. I want so much to make the advocacy work for people with dissociative identity disorder. Thank you still for being concerned. We've actually written and published a book, but unfortunately, the book only brings in about $50 each three months. I had to let go of "work-work" November last year. I had held an outside job for twelve years without needing disability. Tonight we'd been working on our advacacy program through a social media site Learnist there is so much to do toward e-learning ... I've got the time now to focus on the advocacy to give back to the community ... we've had such excellent results with psychiatry and really feel we can support others. I can barely wait to see what all is in the package and start learning from it. Our last blog entry in Ann's Multiple World of personality had started with an entry because we had been so excited just to utilize from the Adobe creative package the CS6 illustrator. I can't thank you enough for your assistance and in your abilities to listen and care. We will make "damn good use of the software. There is one more thing I would like to say ... We will be sharing our love of learning/teaching with our youngest son. He holds a regular job working for the distribution of school loans, he is a gymnastics coach, and he is a black belt and owns half a karate dojo - He's not quite 30 yet, but he's done so much. He and I both signed up for the free opencourse gamification program this morning that is offered through Coursera - Wharton University PA. We're hoping the gamification course coverers both our needs to utilize the e-learning package to better educate in a more than spectacular way - just him with Karate and me with DID.

Always our best - thank you again...
Anns

these were the first two things we did with learning the program "day #1" with the Adobe illustrator ... so much to do ... it's the hardest "playing" we've ever done! I wasn't handling well a lesser admiration level for the Adobe products. Thanks for your restoration of trust.

Us

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