Hello, Adobe? I have a copy of Creative Suite Premium 1.1 for Mac which I need to reinstall on a laptop, but the second installer disk is unbalanced and won’t read. You have no actual replacement disks? And it takes 48 hours to send out a download link? Ok. A customer only pays about $700 a year for upgrades on this, so it’s probably not worth trying to help. Ok, sure, I’ll wait for 48 hours.
Hello, Adobe? You still haven’t sent the download link. Oh, I see, you transcribed both e-mail addresses incorrectly, and it takes 48 hours to create the link but you still need to remember to send it out? Ok, sure, I’ll keep waiting.
Hello, Adobe? The download link is for Creative Suite 2, which my serial number doesn’t work on. And your ftp server is rather overloaded, so it took close to an hour to get all four disk images downloaded in order to discover this. Oh, you claim the link is definitely for 1.1? And that I must be doing something wrong? Is this like ordering Pepsi, receiving a lobster bisque (which you’re allergic to), and having the waiter insist that it’s Pepsi? No, I can’t turn it into a Pepsi. Yes, I’m quite certain that it’s not a Pepsi. Is there anyone there who knows what they’re doing? Anyone at all? (Three people later.) You’ll send a correct link in an hour? Ok, sure, I’ll wait another hour.
Hello, Adobe? I’ve now spoken to tech support twice, customer support six times, and three days later I am no closer to having CS 1.1 reinstalled on my laptop. I’ve spent about three hours on the phone talking to those 8 people, not a single one of whom has actually taken a useful step toward solving the problem. In fact, not a single one has been able to correctly echo back to me simple statements of the problem on the first try. Is there any other department at Adobe? Perhaps a way to reach a person who knows what they’re doing? Or cares? Or both?
Hello, Quark? Yeah, I know it’s been a really long time, and you’ve probably moved on also (well, actually, you probably haven’t), but do you want to maybe go out for a drink? Just to catch up?
Saturday, May 17, 2008
Hello, Adobe?
Subscribe to:
Post Comments (Atom)
1 comment:
Update: 8 days, over 12 hours on the phone with Adobe, more than 20 people, and the conclusion from Adobe is that they have no replacement disks, that they know that many of the disks they sold were defective, that they have no way to provide a download link, that my best option is to buy a copy on the used market, and that I should go ahead and sell the multiple copies of CS2 that they sent me when they were unwilling to admit they had no copies of CS1.1.
Post a Comment