Quality of Adobe Support
Nanda_KP Jul 26, 2012 8:27 PMI just wish to share my experience with Adobe Support - hopefully Adobe will hear this and respond positively.
I opened ticket 0183463838 on 7/24 and was told by customer service or first line support, whatever is the team name, to expect a call back from the technical support dept within 24-48 hours - I did not receive a callback within that timeframe.
When I called the 800# again on 7/26 830pm, it took me almost an hour to speak with someone from technical support and they were not the Video department (it was an Encore issue, thread 4578043) - they told me that the call had been misqueued and they will route it to the Video technical support team for priority handling on 7/27.
Now it is 2+ days since opening the ticket and I have not spoken to anyone in the Video department so far. By tomorrow 7/27 it will be 3 days - 3 days for an INITIAL RESPONSE from Tech Support !!!! ???
Next, I spoke to a manager on the technical support that received the misqueued ticket and he informed me that 24-48 hours is NOT REALLY 24-48 hours - that it is 24-48 WORKING HOURS !!!!! So assuming an 8hr business day, that would mean 3-6 days for an INITIAL call back ????!!!!
I asked for where this info is documented and he (mgr) flatly said that this info is not documented anywhere, except in internal documentation - I asked to speak with next level manager - that was declined because the next level manager is in HEADQUARTERS!!!! ???
I work on a Level 2 product defect support team for one of the largest IT companies on the planet - on any call, be it misqueued or rightly queued, we acknowledge the receipt of the call within hours. Even relatively small vendors like NeatVideo respond extremely promptly to any support issues. With Adobe's support presence in multiple geos, surely this is possible and therefore this incident must be an exception.
I suggest providing an initial response with acknowledgement of receipt of a ticket within a short timeframe - this will help customer know that someone in support has gotten their issue and is looking into it.
Additionally I would like to know if it is/Where is it documented about
- turnaround times on support tickets
- initial callback response times
CS6 fan, disappointed user


