Adobe customer service and technical assistance

Adobe no longer has the standards it use to have. Only a couple of years ago I was able to get excellent customer service and technical assistance. Now representatives do not speak or write in understandable English and the chat service does not work properly. I am not against outsourcing in principle, but one would expect at least some basic training in customer service. It is unethical for a company not to offer adequate assistance to a customer who has paid over $500 for one of their buggy products.

I had to call Adobe Customer Service over the summer a few times in
connection with software activation after a lightning strike forced me
to replace some hardware. Aside from the fact that I had to do it all,
it was fairly painless, and each call (there were three) took less than
15 minutes with almost no time on hold.
Probably helped that I called at midnight here, 9 a.m. (I think) in
Bangalore.
Kenneth Benson
Pegasus Type, Inc.
www.pegtype.com

Similar Messages

  • You have to love HP products and their customer service and technical support

    My daughter has one of your ZV5000 notebooks. She has been very happy with it until the last few months when she started having charging issues. After investigation I found out that HP had a class action suit over this very problem. I called customer support and I emailed customer support trying to get HP to live up to it's obligation and fix it. I got no where and after several hours I gave up. She decided to get a new notebook. She bought a Compact Presario CQ50-130US from Staples. When she got it home she tried to connect to my wireless router and couldn't. We called technical support and spend the following 2 hours trying to get it to connect. I spoke to several techs none of which knew what they were talking about. They would read step by step from some try this if that doesn't work try this directions they must have. If that wasn't bad enough we constantly had to ask for it to be repeated because we couldn't understand them. They spoke English but with such heavy accents you couldn't understand what they were saying. The last tech was going to call Comcast my internet provider. I told him they provided the internet service not the router. He couldn't understand that. After keeping me on the phone for 15 minutes he came back to say he couldn't get threw and would call me back when he did. There customer service must be as good as yours is to get threw to. I got a call 24hrs later to ask if everything was alright. They never fixed the problem how could it be alright? By then she had decided to return the new one and buy a product other than HP or Compact. I would up fixing her old laptop something HP should have paid for but didn't. I have always trusted and respected the HP name. I am very sorry to see what it has become to stand for. Inferior products that you don't stand behind and customer and technical support that can't speak English and don't have a clue as to what they are doing. How sad! Do you think any of my family or friends will be buying an HP product?

    well, this IS a means of finding a resolution for some issues. so why SHOULDNT they read this forum? i can assure you that there are people who are not just reading stuff off a book or a document. in fact, that is the biggest cliche's that exists today.
    Make it easier for other people to find solutions, by marking my answer with \'Accept as Solution\' if it solves your problem.
    Click on the BLUE KUDOS button on the left to say "Thanks"
    I am an ex-HP Employee.

  • When i waned to buy and finished filling all the (*), i clicked on conifirm membership they worte this in a red color:  There was a problem processing your order, please contact our Customer Service team for assistance.Middle East

    when i waned to buy and finished filling all the (*), i clicked on conifirm membership they worte this in a red color:
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  • Adobe Customer Service Complaint (CS4 Master Collection)

    Hi, I'm new to the forum but I have been browsing it a lot recently in reference to an ongoing issue of mine. I've largely given up on my original problem right now as I've been in touch with Adobe Customer Support no fewer than five times - online and over the phone - to little avail or respite. Instead, I'm making this post just to get it out in the open how DISGUSTED I am with the quality of customer support offered by Adobe and add to the HOARD of complaints already up here.
    Before anyone jumps in and tells me what I already know, I do realise that this is a community forum and it's not a place for voicing issues with the company. However, seeing as this forum is that which comes up on google most predominantly (complaints included), I figured it was the best shout at getting my issue heard by the world at large. This is especially seeing as I've already sent my complaint to the 'official' adobe support email address, but given my current faith in their ability to respond to customer issues and complaints, I'm not exactly expecting anything useful in response to my letter - as you might figure from what I have written below.
    Anyway, as such, consider this post either a consolidation or an emphatic shoutout to anyone who also has major grievances with Adobe's pathetic and totally unsupportive support system.
    Dear Sandesh,
    I am writing to make a formal complaint about the way in which several members of your staff have handled a case of mine recently. For your reference, the case numbers opened by your staff members are #0212480723, #0212621543 and #0212612935. Also, find attached at the bottom of this letter two separate online conversations that I had with your staff members within 24 hours. I am frustrated to even have to quote you three separate case files seeing as each of them relate to only one case, yet for some reason, your staff members opted to open new cases each time I was in contact with them rather than add to or resolve the cases already opened on my behalf. This is a ridiculous way to run a support company that is not at all focused on the customer at all.
    Furthermore, I say staff “members” simply because on the 5 separate instances that I was in contact with Adobe Customer Support, I spoke to a new support administrator each time. Not only is this incredibly frustrating in itself, but the simple issue that none of your staff members seemed at all capable of referring to notes made by previous staff members, which meant that each and every time I had to chase my case up I was forced to go through the entire process of explaining the problem to every person I spoke to – either online or on the phone.
    This meant that I had to waste time to accommodate your staff’s incompetence by continuously explaining my serial number problems. If only ONE of your staff members had proved capable of writing decent, comprehensive notes about my calls and only ONE of them had proved capable to read the notes made then I would have been to save HOURS of my own time and HOURS waiting to hear back from your team about my issue.
    Not only this, but on three separate occasions I was promised a call back and/or email response to my problems within 24 hours of getting in touch with Adobe Customer Support. This was after two of your staff members told me that my case had been ‘escalated’ to a higher department as they did not have the means to deal with and investigate my problem correctly. Needless to say, none of these responses from the higher department actually occurred otherwise I would not have had to get in touch repeatedly. I am absolutely disgusted that multiple members of your staff made these assurances to me and for NOT A SINGLE ONE of them to follow through. On the second occasion where I was assured my case had been escalated to the higher department, I repeatedly asked the support administrator what the name of the higher department is and who my contact from the department would be and the administrator totally evaded my questions, simply telling me that I would hear back within 24 hours.
    As I’m sure you can guess, I did NOT hear back in 24 hours. As such, I went onto Adobe Live Support again and spoke to Nakul. Rather than explaining why my case had not been handled in the way that was promised, Nakul simply dodged all of my questions and decided to treat my case as if it were brand new. As such, I had to go through the motions again of explaining my serial number problems, only for him to ignore them and – unlike the previous 4 people I had spoken to – decide that he DID, in fact, have the answer. Rather than actually help me, however, he opted to simply tell me that my product was unsupported because of where I bought my product from.
    Having already uploaded my receipt of purchase and not received anything from Adobe by way of response, I feel that Nakul’s not-so-solution was beyond unacceptable. Firstly, because if Nakul is right, then WHY weren’t your other staff members capable of telling me this beforehand? Secondly, because if Nakul is wrong – as the previous members of staff would have led me believe – then it is totally inappropriate for him to have to completely dodged my original issue in favour of simplifying it by telling me he couldn’t do anything. In the end, it seems that Nakul has opted to ‘withdraw’ all of my cases DESPITE MY SPECIFIC, REPEATED REQUESTS THAT HE DID NOT DO SO as I was not at all satisfied in the way he had concluded my case. I AM INFURIATED AND INSULTED BY THIS.
    The sheer inconsistency, incompetence and laziness displayed by all of your staff members in relation to my issue is COMPLETELY APPALLING. I have never been so stressed or insulted in attempting to get a problem resolved in my entire life. Because of your DISGUSTING way of treating your customers, I have LOST OVER A MONTH’S work time through having to compensate entirely for the way your team handles problems. EVEN NOW, MY PROBLEM IS NOT RESOLVED AND I HAVE HAD TO GIVE UP. Given that your team solely deals in customer support, I FAIL to see how they can be so APPALLING at their work and how they have not been reprimanded already – especially given the quite ASTOUNDING volume of complaints about Adobe Customer Support already published throughout the internet.
    I have included my last conversation with Nakul for your reference to see my level of frustration in this conversation. I ask that you read it to see where I am coming from. Naturally, however, by this stage, however reasonable courteous I feel that this is, I completely do not expect you to offer me anything by way of apology or assurance, or even to offer me some kind of sound solution to my problem. However, you can guarantee that I will be adding this complaint letter to the Adobe community forums whatever your response – or not – just to emphasise that it is certainly time that SOMEONE in Adobe does SOMETHING about the way its horrific support service is run.
    Charlotte
    Conversation 1
    Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
    While you wait, you can try our community forums where experts are online 24/7.
    You are now chatting with Biswaranjan. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
    Charlotte : Hello
    Biswaranjan: Hello! Welcome to Adobe Customer Service.
    Biswaranjan: Hi Charlotte.
    Charlotte : Hi, thanks
    Biswaranjan: I am sorry for the delay.
    Charlotte : That's fine. To save some time, please may I ask you to refer to the details currently held for case 212480723
    Charlotte : As this support request is a continuation of this case
    Biswaranjan: I will definitely help with this issue.
    Biswaranjan: Please allow me 2-3 minutes while I check the case number for you.
    Charlotte : No problem
    Biswaranjan: Thank you.
    Charlotte : Not a problem. In short, I am contacting you because in spite of my phoning Adobe Customer Support twice since the case was opened, I have yet to hear anything in response.
    Charlotte : This is despite being told by the second individual that the priority of my case had been upgraded to a high level and that I would receive a phone call from the technical support team within 24-48 hours after they had done some investigation into my issue.
    Charlotte : Obviously, this is very frustrating for me as it is impeding my work presently.
    Charlotte : I am currently using Adobe CS4 Master Collection on a trial basis and the trial will shortly run out, which will obviously bring my work to a halt.
    Charlotte : As such, I am very keen to get an answer to my issue and incredibly disappointed by Adobe Customer Support so far, as I feel like I am being misled or ignored.
    Biswaranjan: I apologize for the inconvenience caused.
    Charlotte : Thank you. Obviously I understand that this is not your fault personally, but it is appreciated nonetheless.
    Charlotte : More importantly, of course, I just need this issue resolved ASAP
    Biswaranjan: I'll be right with you.
    Biswaranjan: Thank you for waiting. One moment please.
    Charlotte : That's fine.
    Biswaranjan: Sorry for the wait. Please do stay online.
    Biswaranjan: Thank you for staying online.
    Biswaranjan: I checked and see that the serial number you have provided is invalid. Since you have purchased the product from eBay.com, in this case I will suggest you to please contact the reseller to get the valid serial number.
    Charlotte : I have done this already. I have already spoken with the seller at considerable length, and he has provided me with the original receipt of purchase and confirmed that he has no other serial number available.
    Charlotte : Again, I have already told other members of Adobe's Customer Support this. The first support administrator assured me that by providing the original receipt of purchase (which I have already done), I would be sent a new, valid serial number by Adobe.
    Charlotte : After hearing nothing from them again, the second support administrator told me that he would chase the case up to higher technicians/'investigators' who would get back to me in 24-48 hours. This was last week and I have yet to hear anything.
    Biswaranjan: I'll be right with you.
    Biswaranjan: Thank you for waiting. One moment please.
    Biswaranjan: Sorry for the wait. Please do stay online.
    Charlotte : That's not a problem. I will stay online.
    Biswaranjan: Thank you for staying online.
    Biswaranjan: In this case I need to escalate the issue to the higher department so that they can assist you with the issue. Is that okay with you?
    Charlotte : It is okay with me, yes. However, I have already been promised this by another Customer Support advisor and I have yet to hear anything. As such, I'm sure you will understand that I am sceptical that this will resolve anything/
    Charlotte : As such, I would appreciate some contact details for this department/higher advisor in the event that I need to get in touch with them
    Biswaranjan: I will assure that you will get the resolution with 24 hours.
    Charlotte : Okay. Regardless, please could you tell me the name of this higher department and or the advisor that I will be dealing with? Also, will I hear from them via phone or email?
    Biswaranjan: Once I escalate the issue you will get the resolution via an email within 24 hours.
    Charlotte : Very well. Please could you confirm this for me by updating my case file on the Adobe Support Centre accordingly with all of these details
    Charlotte : Including your own details, that is
    Charlotte : Just for reference for who I have spoken to about this
    Biswaranjan: You will get a case number for this conversation.
    Charlotte : Will this include all the information I have asked for?
    Biswaranjan: You will also get the whole chat conversation.
    Charlotte : Thank you very much. This is very much appreciated.
    Biswaranjan: You are welcome.
    Biswaranjan: Is there anything else I can help you with?
    Charlotte : In which case, if in the event that I have not heard anything by 10:
    Charlotte : 30am GMT tomorrow, I will phone Adobe Customer support directly
    Charlotte : And quote this case number and conversation
    Charlotte : No, that will be all for today, thank you very much for your help
    Charlotte : I look forward to hearing a response from your higher department
    Biswaranjan: It was pleasure assisting you.
    Biswaranjan: You may receive an email that will contain a link to complete an optional survey to provide your feedback on the support experience. Your feedback is very much appreciated.
    Biswaranjan: Thank you for contacting Adobe.  We are available 7 days a week, 24 hours a day. Goodbye!
    Charlotte : Thank you. Good bye
    This chat session has ended.
    Thank you for contacting Adobe.
    Conversation 2
    info: Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
    While you wait, you can try our community forums where experts are online 24/7.
    info: You are now chatting with Nakul. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
    Nakul: Hello! Welcome to Adobe Customer Service.
    Charlotte : Hello Nakul
    Nakul: Hello Charlotte
    Charlotte : Please may I ask you to refer to the cases numbered stated
    Nakul: Let me check on that case.
    Charlotte : CaseS. Plural.
    Nakul: Thank you for waiting. One moment please.
    Nakul: I'll be right with you.
    Charlotte : Right, well. Whilst you're investigating, I will tell you my situation.
    Charlotte : I am incredibly disappointed and infuriated with Adobe Customer Service at the moment. One TWO SEPARATE OCCASSIONS I have been told that my case has been escalated to a mythical 'higher department' and that I will receive a response to my serial number issues within 24 hours
    Charlotte : As you will see, my first case was opened at the end of February and it is still marked as 'Pending Adobe Response' and as of yet I have yet to hear anything of substance
    Charlotte : I will state clearly right now that I DO NOT WANT YOU TO CLOSE EITHER CASE
    Nakul: I understand. 
    Nakul: May I know where did you purchased the product?
    Charlotte : And instead, I would like to know the exact NAME of this higher department and a contact number
    Charlotte : You would be able to find out by checking the receipt attached to my case
    Charlotte : The point is that I already know you will not be able to help me with this issue - hence why my cases have been escalated by the higher department - and so I wish to be put in touch with the higher department immediately
    Charlotte : I am FED UP of running around in circles at this level and answering the same questions REPEATEDLY
    Charlotte : I apologise to hit out at you personally like this, but I just want to get in touch with someone who can actually and actively HELP ME instead of making empty promises
    Nakul: Sorry for the wait. Please do stay online.
    Nakul: I checked and see that you have purchased the product from eBay and reseller who has sold this has purchased the serial number from TOPPER GLOBAL LIQUIDATORS INTERNATIONAL.
    Charlotte : You are correct
    Nakul: In this case you need to contact Ebay. As this was not direct purchase from authorized reseller.
    Charlotte : This is not what I have been told before
    Charlotte : This includes what I have been told by other Adobe customer support agents on Live Chat and over the phone
    Nakul: No I am sorry, there was little confusion about point of purchase. As you have purchased from Ebay to need to contact Ebay if not the reseller from whom you have purchased.
    Nakul: Iam sorry there are no other options.
    Charlotte : And is the result of the investigation by the 'higher department'
    Charlotte : Because if so, I want to know exactly WHY I have not received this already in writing from a named agent from Adobe
    Charlotte : As this is what I was promised
    Nakul: Yes, that is correct.
    Charlotte : Forgive me if I do not trust the conclusions made by an agent at this level, after I have already been fobbed off and mislead by so many others
    Charlotte : Please tell me WHY I have not received this in writing then before having to contact you again now
    Charlotte : And may I just take the opportunity to point out that Adobe's customer service is without question THE WORST customer service I have ever had the mispleasure of having to endure
    Nakul: I am really sorry, I truly understand your concern. You can send us the email to [email protected].
    Charlotte : I will certainly do that
    Charlotte : In the meantime, I request that you DO NOT CLOSE OR DELETE EITHER OF MY CASES
    Charlotte : As I am firmly dissatisfied and mistrusting to the conclusion that you would have me believe
    Nakul: Okay I will not close the case. You can mention the case number in the email also.
    Charlotte : I have all of my previous conversations with adobe customer service agents in the past in writing, and the information you have given me directly contradicts what I have previously been told about investigations and responses
    Charlotte : Furthermore I would like to point out that the serial number I have used to activate my product has come from an adobe sealed product
    Charlotte : It has not been used before
    Charlotte : And neither has it been fabricated
    Charlotte : The box has an adobe barcode and seal and so I see no reason why Adobe cannot fulfill the promise already made to me that it would provide me with a valid serail number or a valid reason why this cannot be done
    Charlotte Cartner: But regardless, I do not wish to discuss this with someone at this level
    Nakul: I am sorry, as because the purchase was from Ebay we are not able to help in this issue.
    Nakul: We do not support for the Ebay purchase products.
    Charlotte : It's not an ebay product. It's an AUTHENTIC ADOBE PRODUCT
    Charlotte : Adobe generated the serial number, so why on earth can the company not CORRECT IT
    Charlotte : The serial number was ACCEPTED upon my initial activation of the product!
    Charlotte : It was only AFTERWARDS that it was suddenly and magically decided that the serial number wasn't valid!
    Nakul: I'll be right with you.
    Nakul: I am sorry, In this chat itself you have mentioned that you have purchased from Ebay and hence you need to check with the point of purchase itself, there are no other options.
    Charlotte : I have checked the point of purchase
    Charlotte : But the bloody point is that the serial number was ACCEPTED, and then the activation server came back to me TWO DAYS LATER and said that 'LICENSING FOR THIS PRODUCT HAS EXPIRED'
    Charlotte : Accordingly, this problem has LITERALLY NOTHING TO DO WITH THE POINT OF PURCHASE
    Charlotte : It has to do with ADOBE
    Charlotte : Do not try and rub me off onto some phony excuses to legitimise your support teams pure, ridiculous incompetence
    Nakul: I am really sorry. I checked all the possibilities, there are no other options.
    Charlotte : Somehow, I fail to believe this as again it DIRECTLY CONTRADICTS INFORMATION GIVEN TO ME BY OTHER CUSTOMER SUPPORT AGENTS
    Charlotte : So which one should I believe? You or the first guy I spoke to, the second guy I spoke to, or the third?
    Charlotte : Forgive me if I am dubious as to the validity of any claim you are making
    Charlotte : You've taken the easiest conclusion to resolve this problem to your convenience
    Charlotte : And by way of fact, you're totally ignoring what I'm telling you
    Nakul: I am sorry for the wrong information provided by earlier agents. We do not support for the eBay orders as it is not an authorized reseller to Adobe.
    Charlotte : Well, in which case, I insist on complaining about the other agents
    Charlotte : I believe their names and or agent ID numbers should be marked in my case files
    Nakul: Sure, you can send a complaint to [email protected].
    Charlotte : I see no reason why my problem should have to be dragged out by FALSE INFORMATION provided by other agents
    Charlotte : And NO. I want YOU to put me in touch with your departmental supervisor or manager
    Nakul: I truly understand.
    Charlotte : I will NOT ACCEPT a generic email address that bears no promise of a response or certified apology for all this aggrevating inconveneince
    Charlotte : I want a NAME, a JOB TITLE, a PERSONAL EMAIL ADDRESS and a UK phone number for whom I can address this complaint specifically to
    Charlotte : As this is totally unacceptable. #
    Nakul: We have one more email that directly goes to the manager, that is [email protected].
    Charlotte : And what is the managers name?
    Nakul: Sandesh, you can mention his name in the subject.
    Charlotte : I'll mention it in the address line, thank you
    Charlotte : And what is their phone number
    Charlotte : And please may I also have their last/surname?
    Nakul: I am sorry, we do not have the option to provide the contact number of Managers.
    Charlotte : Then at least give me a surname
    Nakul: His first and last name is Sandesh Acharya.
    Charlotte : Thank you. Please inform him that he will be hearing from me very soon.
    Nakul: Sure, I have already informed about this. You can send the email right away.
    Charlotte : Thank you
    Charlotte : That will be all
    Charlotte : No, there is nothing else you can help me with today
    Nakul: You are welcome Charlotte.
    Charlotte : Thank you and good bye. Have a good day.
    Nakul: Take Care Charlotte.
    Nakul: I am really really sorry for this inconvenience.
    Nakul: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
    Charlotte : Good bye

    What ended up happening with this? I am simultaneously glad to know that someone else has gone through what I am in the midst of, and apprehensive to know the outcome as I feel like they will throw you around enough to the point that you either give up or they can cover their trail and delete the evidence of their wrongdoing and deceit! Ha, sounding like a conspiracy theorist. THANKS ADOBE, LOOK WHAT YOU'VE TURNED ME INTO!

  • Adobe customer service AGAIN......

    I am incredibly disappointed in Adobe customer service...  I don't know where they've outsourced it to,
    but I FERVENTLY hope some company will come up with comparable, competing software 'cause I'll
    switch in a heartbeat.
    Most recent example:
    Received Elements 6 from wife several months ago.  Installed on desktop.  Worked fine.
    Installed on laptop.  Worked FINE.....
    Recently replaced disk on laptop.
    Laptop complained and wanted me to RE-activate.  Activation failed.
    Called activation person.  Wasted 15 minutes, was told serial was invalid.
    THIS IS THE SERIAL NUMBER ALREADY IN ELEMENTS THAT'S BEEN WORKING FOR MONTHS.
    Was transfered to technical support "WHERE THEY'LL FIX THE PROBLEM"......  Wait for extended period
    on phone and get another person....  Who goes through same process and eventually tells me serial
    number is invalid.
    THEN tells me she'll transfer me to customer service where "THEY'LL FIX THE PROBLEM"...  Another
    extended wait on hold and another person from "customer service" comes on and goes through the
    same bunch of questions FOR THE THIRD TIME........
    And comes back and tells me the serial number is "invalid".....  Now REMEMBER, this is exactly the same
    serial that's on the desktop and has been working on the laptop for months - I'm NOT ENTERING IT, IT'S
    COMING UP WHEN IT DEMANDS IT BE REACTIVATED.........
    AND, tells me if I want a new serial number I'll have to send them the invoice from where the software was
    purchased...  So essentially, Adobe's stance is that we're apparently all liars and cheats, and they don't
    care that the software is already working on one machine and has been working on the other...  Sure
    hope my wife kept the invoice.....
    I'll use the term "dsappointed" since I'm sure we're not supposed to get vulgar in here...

    Apparently there are many of us in the same boat.
    I imagine that most people just give up trying and resign themselves to whatever fate Customer Support decides is best for each of us.  Although there are a few here voicing their disgust and frustration I suspect that there are many more who aren't able to find this forum, or other outlets, simply because they aren't familiar enough with the Internet, search, and forum processes to even find this let alone post.
    Here's my story.
    Paul g Wiegman
    < personal info removed by forum host >
    Adobe Customer ID number: < removed by forum host >
    Regarding: Photoshop CS4 software exchange.
    Case # 0202119921
    DATE \@ "dddd, MMMM d, yyyy" Wednesday, June 24, 2009
    On April 29, 2009 I ordered (Transaction # #< removed by forum host >), from Adobe Systems an upgrade of Photoshop from CS3 (Registered SN 1< removed by forum host >)  The payment was made via Paypal (Transaction ID: < removed by forum host >)
    These two upgrades of Photoshop were preceded by a full copy of Photoshop 7 (Registered SN < removed by forum host >) and an upgrade to PS 8 (Registered SN < removed by forum host >.
    At the time of the upgrade I was working on a Dell Laptop with a Vista operating system.  I was considering a switch to a Mac.  Prior to the switch I researched how many of my PC applications could be transfered to the Mac and how many I would have to repurchase.  A key point in my decision was my Photoshop since a new full version for the Mac would be $639.95 from B&H Photo in NY.
    I got on the Adobe website and posted an inquiry via the Customer Support Portal as to an exchange of my present CS4, PC version for a new copy of CS4, Mac Version.  The text of my post follows:
    Tuesday, May 26, 2009 10:42:22 AM PDT
    I just recently, April 29th, purchased Photoshop CS4. The transaction # was #AD002332406.
    The software is running on a PC. I'm about to change from a PC to a Mac. Is it possible to disable the PC version, and exchange it
    for a MAC version.
    I've been a photoshop user for years and would like to be able to take advantage of the software I just purchased during this change
    Thanks
    Operating System: Windows Vista
    Browser: Other
    Printer model / driver version: Epson R1800
    Video display card / driver version: NA
    Scanner / driver version: NA
    Type of network (server type and protocol for connection): NA
    Has it ever worked? If so, what's changed? (provide comments in description field): Not Applicable
    Same results with different file?: Not Applicable
    I received a reply as follows:
    Thursday, May 28, 2009 9:24:44 AM PDT
    Hello Paul,
    Thank you for contacting Adobe® Web Support for assistance with Adobe
    Photoshop CS4.
    I understand that you just recently purchased the Windows® version of
    the software and would like to switch your software to the Mac version.
    We do have a system set up to do just that but you will need to contact
    our Customer Service Department to do so.
    For more information on Adobe products or services please visit us at:
    HYPERLINK "http://www.adobe.com/support" http://www.adobe.com/support
    Kind Regards,
    Evan S.
    Adobe Web Support
    Given this positive reply I purchased a MacBook.
    On Friday May 29th I called the phone number provided.  My intent was to process the exchange as promised - “We do have a system set up to do just that .....”.  The system is called a “Xplat Swap”
    The Customer Representative asked for my Customer Number.  I provided it.  She then asked for the SN of my recently purchased copy of CS4.  I provided it.
    Then she asked for the SN’s of all previous copies of Photoshop I had purchased, including the original Full Version.  I didn’t have any of that data on hand.  That was software that I wasn’t using, had removed from my computer, and had disabled those versions.
    She then told me that without the old SN’s she wouldn’t be able to process the exchange.  She asked if I had registered the software.  I had.  She checked the Adobe files and couldn’t find any record.  She then suggested that that software might be registered under a different email address.
    Over the past years I have changed internet providers and indeed have had to change my email address with each new provider.  I wasn’t made aware at anytime during the years that I had owned and registered Adobe software that I would (1) be required at some point to provide the SN’s of all versions purchased, or (2) retain a record of the email addresses under which software was registered.
    The “system to do just that” was becoming very frustrating.  I asked to talk to a supervisor who could “solve the problem”.
    After a long wait I was transfered.  The new Customer Support Representative (CSR) asked for all the same information again.  After some discussion he informed me that I had been transfered to Technical Support, they were just closing, and he couldn’t help me.  With that I was transferred to another CSR..
    The third CSR again asked for a long list of information that I had given previously.  He listened to what I had to say and repeated that I would have to have all the necessary SN’s before the Xplat Swap could be processed.
    After some discussion I was able to provide an old, unused email address.  This address proved to be the one under which the previous upgrades and original full version were registered.
    He then began the Xplat Swap process.  His first step was to “destroy” all of the prior registrations.  These were read to me because I was told that he would be sending a PDF of a “Letter of Software Destruction” (LOD).  I would have to print the LOD, fill in the various items including all of the former SN’s, and sign the document.  Then the signed copy needed to be scanned, made into a new PDF, and emailed back to an address given.  He admonished me that this needed to be done “within” 48 hours or the case would close.
    All of the above took nearly 4 hours.
    The next day, Saturday, May 30th, I printed the LOD, filled out the form, signed the copy, scanned it, made it into a PDF and emailed it back to the address provided.  I was sent an acknowledgement (KMM10907345I51L0KM) that the email had been received.
    Then, on June 1st I received an email from Adobe. It noted that my case had been updated.  It also had another copy of the blank LOD.  I responded by sending another copy of the completed LOD.
    I regularly checked the Customer Support Portal (CSP) for updates.  There were none.  I had been admonished that “I needed to reply in 48 hours of the case would be closed” and was concerned that I was hearing nothing in return.
    After posting messages on the CSP, none of which elicited a response, the process was becoming very frustrating.
    Monday, June 15th I again called Customer Support.  After being on hold for 1/2 hour I got a CSR.  She told me that Adobe didn’t have my LOD.  I told her that I had sent it several times via both the email address provided, and the CSP.  Her response was simply that “Adobe didn’t have my LOD.”
    I asked for a supervisor and was transfered.
    The new CSR told me the same thing, that “Adobe didn’t have my LOD” and that without that the case couldn’t be processed.  I explained that I had sent it multiple times.  After he explained the same thing over and over I asked if he had access to the email.  He said he did.  I then sent a short message and attached a copy of the LOD.  He said he saw the message but didn’t see the attachment.
    I suggested that there might be a problem with the email system and was there another way to get the LOD to them, or might I have an improper file name, or could he suggest another solution.  The reply was simply that “Adobe didn’t have my LOD” and without that the Xplat Swap couldn’t be made.
    There was no attempt to solve an obvious problem and no concern for my frustration as a customer who was without critical software - I’m a freelance photographer.
    I sent the LOD once more via the CSP.
    On 16 June I sent a letter to the Adobe corporate office in San Jose, CA, to the attention of Customer Service.  The letter outlined the situation above.  To date - 24 June - I’ve had no reply.  Also to date - the case on the CSP remains as “Pending Adobe Response”.
    It has been nearly a month since this process has started.  What appeared to be a simple exchange of software which was purchased and registered has become a very difficult and frustrating experience.  Adobe Customer Service has been slow, unresponsive and at times rude.  The problem is being placed on me and it has been suggested that I’m not actually sending the LOD and until I do so the exchange will not take place.
    To add to the problem, when I check my account on the Adobe website the present copy of CS4 which I purchased in April in no longer registered.  I do have the option of using that software on my MacBook under a program which emulates Windows, but since the software was “destroyed”  by the Adobe CSR during the first call, I can’t use software that I purchased less than two months ago!
    I can only imagine that if I did decide to go back to my PC to use Photoshop and tried to install the periodic updates that are part of the purchased software package that I would be rejected, again because the Adobe representative cancel my registration before the new software was sent.
    At this point I’m at a complete loss to know how to solve the problem.
    Sincerely,
    Paul g Wiegman
    My present efforts have been to contact the BBB in San Jose, CA and file a complaint as well as talk to the "Consumer Advocate" with the local newspaper here in Pittsburgh, PA.  We'll see what that brings.
    Meanwhile, the Customer Support Portal continues to read "Reply pending from Adobe".

  • Digusted with the lack of Customer Service and Complete disregard for Inconvenie​nces

    Its a shame I have to come here in order for my voice to be heard. I have spent many hours on the phone with technical support and customer service and it has been to no avail. As a longstanding verizon wireless customer I assumed the high level of customer service experienced there would be translated when I decided to pay MORE money and switch from DirectTV to Verizon FIOS. The last few days have proven me wrong as I still remain without internet, tv, or phone service due to a technical issue beyond my fault. I spent an hour on the phone yesterday only to find out a technician would need to be scheduled and sent to my home today. Working in sales, I have reports I must complete each day requiring use of a WIFI connection so this was already becoming an inconvenience on top of the fact I had to be available between 8-12 and miss a half day of work. Not only did the technician never show up but lied in the notes and stated he/she made an attempt to reach me by phone. My call log shows no incoming phone calls during anytime between 8-12 today. When I called tech support to check on the status of when they would be getting someone back out they informed me I would have to wait until tomorrow afternoon before someone could come out. I expressed my extreme displeasure with having to miss more time from work (which is additional money lost) and inconvienece as I would have to move my day around to find a place with free WIFI after work hours to complete my reports. Traffic in DC is not friendly and this has completely turned me off. Veriozn FIOS is unreliable and the level of service I have received to date has been sub par to put it politely. Offering me 2 pro-rated days back on my service doesn't even begin to compensate for the missed time out of work nor the gas and inconvience of running to the nearest free WIFI so I am able to do work required of me. I decided to switch to FIOS because of the verizon name assuming the quality of the product and level of service would be one I could depend on. This has been the farthest thing from what has taken place. I now have another appointment tomorrow and quite unsure if anything at all will happen. I need some somebody from corporate to receive this message as it took me forever to find this forum to express myself and try to come to some resolve to make things right in this situation. None of your customer service reps possessed any information on how to contact corporate and due to my experience I can see why. You all would likely have to hire full time stafff to accomodate the level of complaints coming in. Pending how this situation is resolved, I may or may not take my story to social media and as many review and blog sites as possible. Verizon FIOS has ruined my day and I hope that someone will care enough to make this situation right.

    Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
    Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
    Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
    To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
    Please keep all correspondence regarding your issue in the private support portal.

  • There was a problem processing your order, please contact our Customer Service team for assistance.

    when i waned to buy and finished filling all the (*), i clicked on conifirm membership they worte this in a red color:
    There was a problem processing your order, please contact our Customer Service team for assistance.Middle East & North AfricaBahrain: 80081097Egypt: 08000000447Jordan/Kuwait/Lebanon/Qatar/Yemen: English +44 207 365 0735Jordan/Kuwait/Lebanon/Qatar/Yemen: Arabic/French +44 203 564 4145Oman: 80077173Saudi Arabia: 8008446638Tunisia, Morocco and Algeria: +33 157324642United Arab Emirates: 80004443085Commonthwealth of Independent States (CIS): +44 207 365 0735

    Asmaa,
    Other than using the suppport phone number, you may try a chat here:
    Creative Cloud support (all Creative Cloud customer service issues)
    http://helpx.adobe.com/x-productkb/global/service-ccm.html

  • Submitted an application for Photoshop CS6 student edition and the page sent me to a 404 Error so I tried Customer Service and it says chat unavailable right now, how do I know if my submission form got sent?

    This is my first purchase from Adobe and it's a bit worrying having this happen.
    I feel left in the dark right now and after paying $200 for this software it's kind of annoying not knowing if my application was received.

    Unfortunately, only Adobe customer service can assist you with your issue. These are user forums; you are not addressing Adobe here.
    Click on the link below, and after that click on "Still need Help? Contact us."
    Then on the next page, click Chat
    There is also a phone option. 1 (800) 833-6687
    http://helpx.adobe.com/contact.html?step=PHXS_downloading-installing-setting-up_licensing- activation

  • Can adobe customer service be less helpful?

    This is what happened when I went to adobe for assistance with my account.
    Thank you for contacting Adobe.
    A representative will be with you shortly.
    Thank you for your patience.
    While you wait, you can try our community forums where experts are available 24 hours a day, 7 days a week.
    We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
    We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
    We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
    We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
    We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
    We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
    We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
    You are now chatting with Abhinav.
    Abhinav: Hello! Welcome to Adobe Customer Service.
    Abhinav: Please allow me a moment to search for the information.
    Abhinav: We have not heard from you for some time.  Do you wish to continue to chat?
    Abhinav: You can go ahead and purchase Acrobat pro.
    Abhinav: Since we have not heard from you for some time, we will now end this chat.  Please click to chat with us again if we can be of further assistance.
    William Terrance: You have never heard from me before
    I had been waiting, went to check on other stuff while periodically checking back on the computer, then was told that it too ME too long to get back to them. The last line from Abhinav came through AS I was typing my response.
    Furthermore, I have never contacted adobe before, I am a new customer.The third line really confused me, "We have not heard from you in some time." Hence my initial response that I have never contacted them, why would Abhinav have expected me to have been heard from ever?
    I realized when the second post regarding my lack of rapidity responding that Abhinav apparently expected that my response time would be light years faster than Adobe's.
    I know that Adobe has representatives on this forum. I hope this example can be used in some type of training that allows people, who have been waiting for a while, a goodly amount of time to respond. Perhaps I am distracted by the forums or have gone to clean some dishes...poor show.

    I  am sorry you feel that way. But I have run into many times people I couldn't understand people on the other end of the phone.
    I admit I am not  perfect. Far from it. English and Grammar was not my strong suite in school.  I was more into Electronics, Woodworking, Algebra, & Trig. In English I was barely average. I grew up during a time, where only women and students destined to go to a Major College/ University took typing.
    So excuse my hunt & peck typing.
    And although I live in a small town I run into all languages, we have Chinese, Japanese, Korean, Mexican (or Spanish Speaking), German/Austrian, Polish, Indians (from India), Sieks, Jewish People, Blacks, etc. I have no problem with the accents. What accents I do have any problem with are usually Indian/Sieks. And only if they have just arrived. If I happen to run into any that have been a few years I have no trouble.
    Typically the Indian/Sieks  own/run convenience stores, hotel/motels. Chinese, Japanese, Korean, Mexican, Polish, usually either work for or own Restaurants, The Jewish people usually own clothing businesses , The German/Austrian usually in various types of Service businesses.  They all work hard.
    I still say anyone manning phones should be required to be trained in the language they are supposed serve, and be required take Diction classes.
    You may have been lucky and never got hold of someone, you can't understand on the phone. But I have on too many occasions.
    Sorry if I come off as Biased, or raciest. I am neither.

  • Apple Customer Service and warranty exceptions

    Hello all,
    Whilst I love my Apple hardware and software, and have had many good experiences with them over the years, unfortunately I post today with a complaint about what I perceive to be poor customer service and product quality.
    In late March/early April of 2006, I purchased a 1.83GHz MacBook Pro with great anticipation- Intel inside, Tiger OS, inbuilt webcam, and general awesomeness all round. I also purchased the 3 year AppleCare warranty, which was to be a godsend as during the following three years I would experience:
    *The replacement of the battery under the original MacBook Pro battery exchange program
    *The left fan on the unit dying in 2007
    *The logic board itself dying in late Feb/Early March 2008, thus bricking my laptop
    *Another battery replacement as the replacement for the original died before it (realistically) should have (Apple very nicely made an exception to the battery's 1 year technical warranty and replaced it for me).
    Fair enough, it's a new unit and was bound to have some problems. Unfortunately, last week the logic board died AGAIN; a mere 18 months after it was replaced in 2008. The unit is out of AppleCare warranty by 5 months or so, but I was urged by forumites and friends to call Apple, who would surely make an exception for me and pay for the replacement part, given my service history with the laptop and Apple's reputation for excellent customer service.
    Unfortunately, this has proved to not be the case. Calling customer service at Apple Australia I talked to Steven, who was firm to the point of rudeness when he stated that my laptop was out of warranty and Apple would cover nothing but the labour charges involved, as a "guesture of good will". When stretched, he offered me a $125 voucher if I wanted to purchase anything over $400 in the Apple store, and stressed he didn't have to do this but the company was attempting to provide good service to its customer.
    Despite my argument that I forked out over $3000 for this laptop a mere three years ago and am now looking at over $1000 to repair something replaced only 18 months ago, his line was that Apple provided a warranty and that was simply that (apart from a month or two grace). Five months is apparently "far outside the warranty period".
    I received no challenge to my assertion that after buying something which cost over $3000, it was reasonable for Apple to expect a consumer to pay an extra $1000 every year after the warranty finishes to replace a broken logic board. In truth, I find this near incomprehensible, considering one can buy the supposedly inferior build quality of a Dell, HP, Toshiba, etc and see it last not just beyond the warranty but another two or three years before it finally suffers something terminal.
    While from a warranty perspective Apple are well and truly within their rights to refuse to pay for the part, at the end of the day I am left to pay $1000+ for a repair for something which may only last another 12 months, plus $3500+ for a new Macbook Pro with AppleCare if I want a replacement- minus of course the $125 they are offering.
    I did some reading of the ACCC's website about my statutory rights and the Trade Practices act, and I note the following with interest:
    *Statutory conditions (goods)*
    The Trade Practices Act implies the following statutory conditions into consumer contracts:
    * The goods must be of merchantable quality. That is, they must meet a basic level of quality and performance, taking into account their price and description. They also should be free from defects that were not obvious to you at the time of purchase.
    * The goods must be fit for their purpose. That is, they should do what they are supposed to do and be suitable for any purpose that you might have made known to the supplier.
    * The goods must match the description you were given or the sample you chose from. For example, any carpet laid must be the same quality and colour as the sample you chose from.
    * You must receive clear title to the goods, including goods bought at auction. In other words, you can expect to own the goods outright and any restriction on ownership should be explained to you beforehand.
    While I don't particularly want to make a big deal of things, I hardly see $3000+ for three years use and $1000 each year thereafter to be merchantible quality or fit-for-purpose! This is supposed to be a high end laptop with excellent build quality, and yet I've a secondhand iBook that has been chugging for longer without issue than this machine!
    I told Steven from Customer Service that his offer didn't satisfy me in the slightest, and still put me in an awkward position with regards to repair and repurchase. He simply wouldn't budge, and refused to see things from my point of view (which another operator, Anu, was able to do and thus produce a much better response from myself). I have since asked to speak to his manager which- after initial resistance- I have been able to secure a future callback from. I have no idea how well discussions with he/she will go.
    What I'd like to hear from you guys and girls is your experience with similar situations, and whether you think I've a leg to stand on with regards my replacement request or the ACCC stuff above. Again, I love my Apple products but I hardly think asking them to replace the part while I pay for labour is a big ask, given the service history and my desire to continue buying and using their products.
    Love to hear your points of view on this one; thanks for taking the time to read it!
    Cheers,
    Dave.

    Dear meacod
    I have live the same, except that I Cure my MBP before it goes to die.
    A lot of older participants here just talk about Aplle care, which seem the automatic thing in front of a lack of real good quality on Apple products .
    But I think we pay the price, and my second hand MBP was much more expensive than a brand new PC with more ram, more Hard disk, and even a blue ray...
    I don't know your mbp history, but that's sure that we are not equal, in world, with Apple customer support. France is not so great, I don't know for your country.
    The only thing I think is that Apple should take care of us, as we have some unacceptable issues, for An Apple Product...
    Since 1996, when Apple was almost dead, saved by Bill Gates investment !!! , I have every year promote it, and it was not easy, but I have bring to Apple between 3 to 10 customers each year..
    since One year, I have stop that, because I don't believe anymore in Apple product's superiority .
    Oh, yes, on the paper, it's better, the system is really good. But the overall experiment can be so bad that I don't want to loose friends, or customers...
    I don't say it's always bad : I just say that it CAN BE SO BAD and that Apple DON'T take care of that...
    so, for your computer, open it, check it a lot, may be it's too late, but for instance, you talked about a fan, I have solved that case just by putting oil on the fan's axe...
    good luck

  • Customer service and computer have gone from bad to totally unbelievable

    I have a friend who was not computer savvy and asked for my help in purchasing a computer before going on vacation. I have been a best buy customer for a very long time,I would say my house was a best buy house.After the experience that she has endured and continues to deal with,I'm sorry that I took her to best buy.I private messaged Karina on the 12th so as not to make a fuss if I could get help privately but did not receive a response.The saga of customer service and her non-functioning computer from two stores in town has gone from bad to totally unbelievable.I used to work customer service and if I had treated my customers in the manner she has received I would have been looking for a job.She was accused of stealing money or the computer she paid for, she has been lied to, delayed from her vacation, had her extended warranty cancelled,numerous other things and is still dealing with a computer that is not functioning properly. I'm trying to help her and this has become harder and harder to do.I would appreciate some help as we have asked to speak to a district manager and that seems to be an impossibility.

    Hi deafdragon,
    It sounds like your friend is going through a complete and utter nightmare of a situation, so it’s very nice of you to be reaching out to us on her behalf. Trying to receive service on a broken computer should never be this difficult, and it’s especially concerning to hear of the serious allegations we’ve reportedly made against her while requesting assistance. As I’d hate for this to cause you both further aggravation, I’d really appreciate the opportunity to see how I may help.
    Due to our Privacy Policy though, I’m unable to discuss the details of your friend’s case with you.  Please have your friend create a forum account using her email address we may have on file with her Best Buy account. From there, please tell her to send me a private message with her full name, contact information, and any information she wishes me to know so that I may see what options we may have available for her.
    Respectfully,
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Verizon Customer Service and Samsung Galaxy S III

    A little over 3 weeks ago I purchased a Samsung Galaxy III phone from Verizon.
    The exact store is:
    224 North Weber Road,
    Bolingbrook, IL 60440
    (630) 226-4660
    When I purchased the phone the person who sold me the phone told me that I had 30 days, If I was not completely satisfied with the phone I could return it and get my money back.  However, he assured me that I would LOVE my new phone.
    I had just come off using a Blackberry for 4 years with no problems AT ALL!  I loved that phone, but I thought it would be nice to get up to the 21st century phone standards and get a touch screen phone.  Well, I went for the best…… or so I thought.
    As soon as I got my new phone in the car, I started using the speaker phone hands free.  The speakerphone began to cut in and out and the person, my husband whom I most speak with could not understand what I was saying.  I used the speakerphone on my Blackberry without issue.  I did not think much of it because I was so happy to have my new phone.  I thought maybe I was just in a bad area etc… Well the issue persisted also when I called my bank, my husband’s mother, my mother and it did not matter where I was the speaker phone did not work properly.  Then my phone started to drop calls.  Again, I thought it may have been the area, but it started happening a lot.  So now I was really beginning to wonder.  Having though I was still under the 30 DAY warranty, I gave it a few more days.  I began having to take out the battery to reset the unit because apps where disappearing and when I went to re-install them the unit indicated that app was already on my phone and wanted to know if I would like to uninstall the app.  I had to once again take out the battery and have the unit restart.  Well, I could not take it anymore.  With all of the things going wrong only a couple of weeks after purchase, I had to go into the store and see what they could do for me.  I went in and explained my situation to the manger who was greeting people at the door, I think her name was Katie or something like that.  She put me in line on her IPad just like everyone else for someone to assist me.  I was assigned to a very pleasant associate who took the battery out of my phone and said try this to see if this works for you.  I, not knowing very much about the technology said ok and walked out of the store.  Well it kept on getting worse.  I went back to the store on Sunday, September 30th 2012 asking for my money back or a new replacement for the phone.   They would not assist me. I started with a regular associate and went up the chain finally getting Katie (the store manager) who repeated everything that everyone else said.  So, obviously, she has no managerial skills at all.   She stated that they would have to totally reset my phone to see if some apps where conflicting etc.  Isn’t that what you purchase a Smartphone for??? To put apps on it and calendars etc.  I just downloaded a calendar and Xfinity because that is what I have my e-mail on.  I don’t’ think that was the issue, but you could not tell Katie anything. 
    I wanted a new phone replacement or money back as I spent $300.00 dollars on this phone.  She would not have it.  She said we have to go through the proper trouble shooting because I was out of the 14 day return policy!!!!.   OMGsh 14 days????  I was told 30!  Had I known this, I would have gotten my money back the first time I took the phone in for the issues I was having.  At that time, I was still under the 14 day policy!  I proceeded to express my opinion to everyone in the store stating “Don’t buy a Samsung Galaxy III” They are pieces of **bleep**. Well, needless to say Katie did not like that and she set my phone down in front of me and said, if I am going to swear, she is not going to help me.  Ok, then I re-worded my statement to tell everyone in the store “Don’t buy a Samsung Galaxy III they are pieces of garbage”  I cleaned it up a little, but still got my point across.  I also told her that I would blog about it and send a letter to the corporate office of both Samsung and Verizon.  I don’t think that she believed me, but here I am taking my time for this stuff.  Time I don’t have much of, but I feel very strongly about this situation.  I was lied to and Katie had the nerve to tell me that if I get a replacement phone from them, it would be a refurbished unit even though I just purchased the unit 3 weeks earlier.  THAT is unacceptable by any standards!!! 
    Needless to say I left the store totally dissatisfied with Verizon’s customer service and the Samsung Galaxy III phone.  I have not put any unusual apps on my phone nor have I downloaded a new calendar to my phone and I am still having the same issues with dropped calls and bad speaker phone.  I will not put any time into this phone for them to tell me they need to reset the whole darn thing again!  I am not going to bother going back to that Verizon store, because I know that they will not lift a finger to do anything about it.
    My husband wants an IPhone 5.  We will not be purchasing this from Verizon and I will probably eat the cancellation fee and go through AT&T so that my husband can get his IPhone.  I will never purchase another thing from Verizon, this is not the first time that that they have let me down.
    I hope that this letter, blog, facebook, YouTube note will open some eyes with regard to Verizon customer service and the Samsung Galaxy III phone.  I don’t know if it will, but with social media as it is, I hope it DOES!
    Thanks for nothing Verizon!!!
    Sincerely
    Donna {edited for privacy}

    These forums are dedicated to Residential products and services offered by Verizon.
    For help on Verizon Wireless issues, please post your topic on the
    Verizon Wireless community.

  • Terrible customer service, and no help with defective camera

    Madams and Sirs,
    This camera (see below) was a Christmas present, and we discovered first last week that it had a manufacturing defect. (one of the small tabs holding the case half together got installed in a pinched way.)
    Best Buy has always had fantastic customer service, and we have been very happy. We have spend many thousand dollars in your store every year. So we were sure the store would have a solution.
    We took it in to your store #1423 on Curtner in San Jose to try to exchange or replace under warranty.
    I understand you sometimes you are not able to help a customer, but this email is first about the shock I got when I spoke with Megan in customer service.
    As many customers in Silicon Valley, I am an engineering manager, and we have performed destructive testing on many of our own products. The defect on this camera is obviously a manufacturing defect, and not possible to be caused by poor handling. This is very obvious.
    Megan told me with other employees as well as my son listening next to me that I was a liar, and that the damage was caused by abuse, and not a defect. I tried to explain that was not possible, and she interrupted me, and again said that i was not telling the truth, and that the assembly error was caused by us. 
    I then asked if it was possible to have the matter reviewed by the store manager, and she responded she was the store manager. 
    I left with the camera, and the matter unresolved, and had to explain to my son that I was not a liar, and that Megan must be wrong and "some people just have a bad day sometimes".
    I will not be spoken to with insults like that, and I can no longer go to your store with my kids, and if my employees treated any customer the way Megan did, I would make sure she received training to correct this. If the store manager have this attitude to customers, the entire organisation usually follows, and I will not be a customer in a store like that.
    1. Please help resolve this issue.Order number: {removed per forum guidelines}

    Hello erikev,
    Cameras are nice to have, especially with young children, so I can imagine how frustrating it can be to find yourself with a pinched casing. When something goes wrong, it’s never a fun situation, and while it may not be something we can necessarily help with, great customer service should still be provided. It sounds like this didn’t happen the way we hoped, and I’m sorry this was at your expense.
    As this situation is definitely concerning, I looked into your account to see how I might be able to assist. However, I have found your concerns have reached Terrance with our executive support team. He is currently looking into your situation and should contact you once more information is available. From here, Terrance will be your first point of contact.
    Hopefully he can find a good resolution for you,
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Is this a chat with adobe customer service or general public that use adobe

    is this a chat with adobe customer service or general public that use adobe

    HI tom jons,
    You've landed in the community forums. But there are Adobe folks, such as myself, who pop in here throughout the day. What can we help you with? I noticed another post from you about a poor PDF conversion, and suggested that you try disabling OCR to resolve that issue. But if you need help with another issue, let us know!
    Best,
    Sara

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