Disturbing Tech Support Policy at Adobe.

[Garrett_Cobarr@adobeforums.com]

Yesterday, I called Adobe to ask a question about missing and incorrect documentation in their docs for version 6 of Acrobat.

The issue is somewhat pressing because it has kept me from using custom JavaScripts in batch processing. I won't go into details here but basically the information is either incomplete or describes conditions that don't exist as they describe it in the docs.

The question is possibly related to some kind of installation error by the install app or incorrect documentation or both, this is unclear. I tried getting help on the forum: many good folks on both platforms have been very helpful and I have few more things to try but it is difficult to know without getting some info from the horse's mouth.

So I called Adobe to activate the Tech support policy that i was informed of when I purchased the upgrade to version 6 several months ago. This is 30 or 90 days depending on the product you purchase or upgrade.

I rarely call Tech support, I try and save it for those rare occasions when all else fails and documentation fails to cover the subject.

So I get on the phone with some individual who takes my identifying info and then comments about the amount of software that I own from Adobe and how long I have had this software. I say, "That's right" and she asks me what the issue is. I explain that many folk on the forum, as well as myself, are stumped about a feature issue, what it is, and the lack of info in the docs.

She then launches into a pitch for the yearly help support service. I agree it is a reasonable deal but I am under my promised 90 days and the issue is possibly software related. She then tells me that Adobe has changed their Tech support policy and I no longer get the Tech support time I was promised when I purchased the upgrade and for that matter I would lose all the other Tech support on all other recently purchased products from Adobe.

She then told me that this change happened about 3 months ago. I remarked that my products had been purchased before this and wouldn't I be grand fathered in since this was a credibility issue and an agreement that Adobe had with me as a customer? She said no and that Adobe reserved the right change their policy at any time they pleased. I asked her how I could buy anything from Adobe including their Tech support deal and trust that they would keep their word? She just repeated herself.

I then asked how we would determine if it was an install problem or defect and not subject to payment? She told me that I had to give her a credit card number and the Tech support guy would determine that. She would not let me talk to someone unless I gave her a credit card number, when I asked how I could pay for something in advance of knowing its value or give someone access to my account and then be at their mercy? She then told me rather tartly that she had explained the policy to me and hung up on me.

What has happened at Adobe? I do not see how Adobe expects customers to trust them and buy their products if they feel they can change the definition of the value at will. I don't know about other Adobe product docs but Acrobat's are appalling. Is it Adobe's new policy to degrade or eliminate documentation so that we are forced into these arrangements?

How will a customer know when they a product that they have the information they need to use it? This is akin to extortion. I think that I am, and other customers are going to need to be very carefull before they purchase from Adobe.

[Garrett_Cobarr@adobeforums.com]

Yesterday, I called Adobe to ask a question about missing and incorrect documentation in their docs for version 6 of Acrobat.

The issue is somewhat pressing because it has kept me from using custom JavaScripts in batch processing. I won't go into details here but basically the information is either incomplete or describes conditions that don't exist as they describe it in the docs.

The question is possibly related to some kind of installation error by the install app or incorrect documentation or both, this is unclear. I tried getting help on the forum: many good folks on both platforms have been very helpful and I have few more things to try but it is difficult to know without getting some info from the horse's mouth.

So I called Adobe to activate the Tech support policy that i was informed of when I purchased the upgrade to version 6 several months ago. This is 30 or 90 days depending on the product you purchase or upgrade.

I rarely call Tech support, I try and save it for those rare occasions when all else fails and documentation fails to cover the subject.

So I get on the phone with some individual who takes my identifying info and then comments about the amount of software that I own from Adobe and how long I have had this software. I say, "That's right" and she asks me what the issue is. I explain that many folk on the forum, as well as myself, are stumped about a feature issue, what it is, and the lack of info in the docs.

She then launches into a pitch for the yearly help support service. I agree it is a reasonable deal but I am under my promised 90 days and the issue is possibly software related. She then tells me that Adobe has changed their Tech support policy and I no longer get the Tech support time I was promised when I purchased the upgrade and for that matter I would lose all the other Tech support on all other recently purchased products from Adobe.

She then told me that this change happened about 3 months ago. I remarked that my products had been purchased before this and wouldn't I be grand fathered in since this was a credibility issue and an agreement that Adobe had with me as a customer? She said no and that Adobe reserved the right change their policy at any time they pleased. I asked her how I could buy anything from Adobe including their Tech support deal and trust that they would keep their word? She just repeated herself.

I then asked how we would determine if it was an install problem or defect and not subject to payment? She told me that I had to give her a credit card number and the Tech support guy would determine that. She would not let me talk to someone unless I gave her a credit card number, when I asked how I could pay for something in advance of knowing its value or give someone access to my account and then be at their mercy? She then told me rather tartly that she had explained the policy to me and hung up on me.

What has happened at Adobe? I do not see how Adobe expects customers to trust them and buy their products if they feel they can change the definition of the value at will. I don't know about other Adobe product docs but Acrobat's are appalling. Is it Adobe's new policy to degrade or eliminate documentation so that we are forced into these arrangements?

How will a customer know when they a product that they have the information they need to use it? This is akin to extortion. I think that I am, and other customers are going to need to be very carefull before they purchase from Adobe.

[Michael_S._Flynn@adobeforums.com]

Sucks dude, but you agreed to certain terms and conditions when you opened and installed the software.

Yeah, I know - who reads the EULA? Most users don't even know what one is. Who even reads the stuff included the box?

I'm not condoning what some companies do, but when it comes to software, you're assuming an element of risk.

As far as tech support goes, unfortunately the vast majority of computers users in the world are lazy and/or ignorant and/or morons.

Look at the questions that get asked in this forum and you can see that there are people who aren't reading their manual because it's just easier to ask someone. I've had dozens of people (no one HERE) admit to me that that is exactly what they do - just find a forum on the net to get answers because it takes too much time and/or is too hard to figure out for themselves.

Take a look at this website: <http://rinkworks.com/stupid/>

That is just a minuscule portion of what tech folks have to deal with almost constantly. Who pays the price? People like you that actually make every reasonable effort to solve your own problems. Personally, I think that tech support people should be trained to tell the difference and treat YOU with the respect you deserve and ridicule the rest to the point that they develop an eating disorder or walk into oncoming traffic.

[Garrett_Cobarr@adobeforums.com]

Thanks Michael, your one of the first people who kind of get where I am coming from.

I don't dislike Adobe, I did not post this message in anger I posted it in deep disappointment. I want to do every thing I can to shine with Adobe's great products, I shine they shine. As customers and as a company we are in this together.

People who win awards for great projects they design and produce have to do it with a software tool and 8 times out of ten that will be Adobe. But now I feel I have been knee capped.

As an interface designer I am well aware of how much it costs companies to support a product I believe that it more than any other cost including development. But I have got to believe that their is third way that does not punish those who actually buy the product and restrain themselves from over taxing a valuable resource.

[Steve_Donaldson@adobeforums.com]

I am an IT Consultant with a similar problem. My client purchased the Creative Suite Premium package and is having problems with it. I went through the same discussion with Adobe on the 3rd of July and based on my experience with Adobe, I will not recommend their software to other clients. I have a problem with telling a client to spend $1200 on a piece of software and then telling them I need a credit card number to access tech support on that same software. Obviously Adobe does not trust me enough to let me speak to a technician prior to getting my credit card number, but I am supposed to trust them not to charge to it unless the question meets certain criteria that they determine.

[Dominic_Hurley@adobeforums.com]

Sucks dude, but you agreed to certain terms and conditions when you opened and installed the software.

But does the EULA cover support explicitly provided for when Garrett purchased the upgrade? I don't have ID CS yet, but the licence that Adobe has on its website for this product does not (as far as I can see) say that promised services such as tech support can be changed with no notice. Garrett, you should check all the original documentation you got with the upgrades and check local consumer law in your area (though I can understand how you might not want to bother). At the very least, though, you should make a complaint to Adobe about the tech who dealt with you.

[Timothy_Foolery®@adobeforums.com]

I will not recommend their software to other clients.




Are you going to suggest Gimp 2.0 instead? Granted there are subsitutes for most of Adobe's other software, but Photoshop is pretty hard to live without.

[Alan_Gold@adobeforums.com]

Or just call again and start over. You may have just gotten a defective support person on the phone.

If you get the same unsatisfactory response twice, then you should be very concerned.

In my experience, anyway.

AG

[Robert_Oliver@adobeforums.com]

Granted there are subsitutes for most of Adobe's other software, but Photoshop
is pretty hard to live without.




He can always replace InDesign with QuarkXPress. They've got *great* customer support, and very reasonable pricing!

[George_Bilalis@adobeforums.com]

If you get the same unsatisfactory response twice, then you should be
very concerned.




I say: If you get the same unsatisfactory response twice, then THEY should be very concerned.

rgrds
George

[Timothy_Foolery®@adobeforums.com]

{Smirk}

[Alan_Gold@adobeforums.com]

Right, George.
AG

[Craig_Hofer@adobeforums.com]

Sounds like Adobe needs to get their head out of their Butt, and go back to customer service, or they may fall the way Quark is. You can have the best product in the world, but if you treat the customer like CRAP they (the customer) will leave.

Maybe Adobe is too big for their britches, or maybe they think they don't need customer service, people will just keep buying because they "have" to. If this is their narrow minded thinking they may be in for a rude awaking.

By the way do any Adobe people read these forums? If so they should forward these threads to the board... maybe be job security for them.
Craig Hofer

[Jack_McLellan@adobeforums.com]

I think you should forward your Message along to Adobe Headquarters.
I would think 99.9% of Adboe Software Buyers will agree with you.