Poor Customer Service

[wayne3503]

As you can see I already have a post in here asking for help for one of my
clients. I have to say that yesterday when I had to call adobe I was very
dissapointed at the policy of being able to receive customer service. The
client has Adobe Contribute 3 and in order for her to get tech support she
would have to spend more money ($180/$80) in order for adobe to give her any
support. In addition to that her other option was to come in here post up
something in the forum and wait for, lord knows how long, before she gets an
answer. Im quite familiar with forums and know fist hand that you dont always
get an answer right away. Im assuming that Contribute 3 isnt all that old (im
not familiar with the program) I think its pretty sad that yet again another
company that makes a fortune still asks for more money in order for them to
stand behind their product. I could see if money was spent on a 5yr tech
support agreement or something and it expired. But to not stand behind your
product only because YOU (Adobe) come out with a brand new version and sever
your ties with your consumers only because the version they have is now
obsolete is very poor practice and a huge disappointment to the consumer. I
have used many an adobe product and even though this issue didnt pertain
directly to me, I still felt just as upset and awestruck at this as my client
did, and to go back to her and tell her "Adobe refuses to help you unless you
sepnd more money or wait forever in the forum to get a response." Is pretty
bad. I also know first hand because I deal with customer support everyday that
when people want customer support they want it NOW, not 5 days from now not a
couple hours when I need to spend more money to get support, they want it NOW.
Now I know that because Adobe makes millions of dollars every year that they
could care less about one or two (in this situation) upset customers but know
that I and my client are very upset over this and I find it in very poor taste
in this entire deal.

[wayne3503]

What is worse is that it has been almost two weeks since my post asking for
help and not even so much as a reply of any help. How is this even considered
an option of "customer service". I know I would be very unhappy to wait two
weeks for help, even more so that customer service is "What can I do fro you
NOW". Its nice to see that Adobe asks for HUNDREDS of dollars for a lot of
their software but as soon as its a year old they want more money to even be
associated with you as a customer. I know now that a lesson is to be learned
here. If you need support from Adobe, don't spend hundreds of dollars on the
software and if you dont need support then perhaps save the money and obtain
the software in other means such as downloading. To pay a company money over
and over again ONLY to have them then stand behind their product is a joke.

Thanks for opening my eyes to the "real" support process of Adobe. I now can
tell all of my clients who use Adobe products "Adobe doesn't want nor will give
you support for your product unless you spend more money." Im sure being
faithful customers they will love to hear that.

[ThinkInk]

Maybe you are right about Adobe Support. This is a user to user forum and not
an official Adobe medium.
Could you please point out only the problem that you are having, so we can see
if we can help you?