3 Replies Latest reply: Aug 12, 2012 5:51 PM by justbingit RSS

    Quality of Adobe Support

    Nanda_KP Community Member

      I 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

        • 1. Re: Quality of Adobe Support
          justbingit Adobe Employee

          Hi Nanda,

           

          Thanks for taking the time to chat with me. As mentioned, I'd like to apologize again for the lack of support received during your initial calls and interactions with us. That said, I am glad to hear that your Encore issues did finally get taken care of.

           

          Regarding whether we will have a technote published for the issue you've experienced, I've asked one of my colleagues, and an Encore subject matter expert, to engage you further in your original forum post here: http://forums.adobe.com/message/4578043.

           

          Thanks again and we look forward to your partnership to help others who may be experiencing similar Encore issues, be resolved.

           

           

          Cheers,

          Bing

          • 2. Re: Quality of Adobe Support
            Bob Dix Photographer Community Member

            Hi Bing,

             

            It is nice to know Adobe staff reply to issues here ,I have used Adobe's Premiere Pro and other for 7 years and the service out of the Asia/Pacific region has been near to incompetent. You usually solve an issue befor they get back, if ever, or somebody saves you from this Forum.

            However, a recent compiicated issue with Encore I thought, related to CS5.5.2  was competently solved by an Adobe Based India Technician within 35 minutes, he really knew his product. I hope the good service continues.

             

            Ps. Premiere Pro CS5.5.2 is the best product ever released by Adobe, and now it appears you are matching the highty regarded Technical service from Dell and Canon by direct internet connection.

             

            Well done !

            • 3. Re: Quality of Adobe Support
              justbingit Adobe Employee

              Hi Bob,

               

              Thanks for your candor and feedback regarding your previous and latest interactions with our support teams.

               

              I'll make sure to pass along your kudos to the Premiere Pro team. They'll relish, knowing how their product delights customers like yourself!

               

               

              Cheers,

              Bing