Cautionary tale re phone orders at Adobe Store

I ordered Creative Suite Design Standard from the adobe store by phone on October 23rd and have learned some things that have disappointed me: They don't send out tracking numbers for shipments after phone orders; if a shipment disappears they make it your responsibility to deal with Fed Ex to find out what happened to it. When Fed Ex declares the shipment lost it still requires argument to get a replacement shipped out and they charge you for shipping again. To learn this required 5 emails on the store's online form (none of which have been answered despite a promised 24 hour turn around) and 6 phone calls. I was told on 11/7 that a replacement was being shipped out but that I would need to call back to get the tracking number. I called back on the 10th only to be told after 2 calls and talking to three different people that it wouldn't be shipped until the 12th so I would have to call after that and that I was being charged shipping again.
I remain skeptical and disillusioned at this point. I don't know if I am just unlucky or if the individual customer is no longer important - I am just a hobbyist but I do keep current with photoshop and had decided to expand to the design studio. I realize that the lost product was beyond Adobe's control - but I would assume they have more resources for dealing with Fed Ex than I do and that until I receive the shipment it is Adobe's responsibility - or that at least they would make some effort to keep me satisfied.

Peter,
Sometimes you've gotta just make a good argument. Ask again for a supervisor (although they may not be anxious to do it, and you may wind up on hold for a bit) -- insist on it; tell 'em you'll wait -- as the front line customer support has been unable to resolve this.
Keep your cool and ask the supervisor to please look at this from your standpoint. I mean, you've been seriously inconvenienced, and you've spent considerable time trying to get this resolved. You're not asking for much -- but for free shipping as Adobe is currently offering, plus a refund or credit of shipping charges from the lost shipment, and you'll feel compensated for all the trouble you've been put for. And let the supervisor know you're a big fan of Adobe software.
Over the years, I've been through this kind of scenario more times than I care to count with a number of businesses. And the majority of the time, if I'm reasonable, and I speak to a supervisor or manager, I get what I want.
Neil

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Thank you so much for reaching out to us today. I hope you are enjoying the new device! I do apologize that you didn't get the proper info sent to you to send back your old device. You can always print a label online from My Verizon. You can do that at www.verizonwireless.com/printlabel Pleaes keep us posted if you have any questions or concerns.
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Follow us on Twitter @VZWSupport

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Cautionary tale re phone orders at Adobe Store

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