Horrendous Customer Service Experience

forums_noreply@adobe.com — Fri, 16 Apr 2010 04:43:04 GMT

First of all, I'm writing this after taking some time to get perspective after having a completely unproductive 45 minute conversation with your "customer service" agent today.

The history:
After this case was updated with the letter of destruction, I called Adobe customer service and completed what I thought was the portion of the process mentioned above (giving them my credit card number, getting charged $27, etc.). However, even after verifying that the package would be shipped to my CURRENT address (XXX Ave, PUEBLO, CO) TWICE, and having to correct the agent once, the package was in fact shipped to my previous address in AURORA, CO where I haven't lived for nearly two years.

A bit further back:
About a year and a half ago, I purchased CS3 and qualified for a free CS4 upgrade. Adobe managed to screw up this order in the exact same way as this current order. They shipped it to AURORA even after I verified where it was supposed to be shipped.

Today:
I called Adobe, explained the situation to the nice agent who was apparently from somewhere outside of the USA. He proceeded to verify the package was shipped incorrectly. Then he proceeded to re-process a replacement package at which point he asked for my credit card again. Why, I asked... to pay for the swap I'd already paid for apparently. I mentioned this and was told that the package that was shipped incorrectly was for a replacement media kit, not the entire cross platform swap I had ordered. So, I'd need to pay another $20 to get this one sent out.

At this point, I was angry and needed to eat so I informed him this whole arrangement was unacceptable and I'd be calling back later to speak with someone about it. Then hung up.

I've decided to put this into this case as well as post this on the support forums in hopes of getting someone who can actually fix the problem to respond. It is ridiculous that something that should be quite simple seems to be so difficult for a big corporation like Adobe. It's also ridiculous that packages I order from Adobe are somehow magnetically drawn to an address I haven't lived at for two years.

Please, if there is anyone out there at Adobe Systems who actually cares about customer service, contact me. Otherwise I'll be calling back tomorrow to see if I win the "USA representative lottery" this time.

My case number is 203319295

Fireworks Hangs at Startup (OS X)

forums_noreply@adobe.com — Thu, 08 May 2008 15:24:05 GMT

My Fireworks CS3 appears to be hanging at the initial screen where you pick from the recent files and stock sizes. It comes up as a white box and the palettes load, but then it just hangs.

This is OS X 10.5.2 Leopard on a 17" MacBook Pro 2.6GHz Penryn. It has worked in the past.

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Horrendous Customer Service Experience

Fireworks Hangs at Startup (OS X)