Linksys has bad RMA/Customer Services

We bought a batch full of Linksys Switches (8 port Gigabit switches) from our retail vendor. After 2 months of using them they were faulty. After several researches on the web, turns out the batch we got are known problems where the switches heats up and causes problem in the network.
Called our retail vendor and they say it is a product warranty and that we should call Linksys to arrange RMA.
We are arrange RMA for those batch of switches (12 of them in all) with Linksys. It's been almost a year now and we still haven't heard a follow up from them. We had called back every month (during that 1 year) and they said it was *still* processing.
Later, we find out that for the product replacement under warranty, we have to pay $60 CAD for EACH of those defective product! It is a manufacture warranty and why should we pay $60 per faulty switches?!?!
We called their RMA/Customer Service and to discuss this. Their said, the manufacture warranty has past 1 year. Uhm, EXCUSE ME?!?! We had used it for 2 months then the problem shows up. Took us 2 to 3 weeks find out the problem and arrange an RMA with Linksys directly. Linksys had been processing our RMA order for over 8 months!?!?
(Mod note: Edited for guideline compliance.)
Message Edited by iamgiantherockstar on 11-13-2009 10:30 AM

I have. I had trouble trying to validate my status as a teacher through the website and I managed to talk to customer services on 0800 3284536 (from the UK). I was given the run around for a whilde even after having talked to a manager, but on my fourth phone call I threatened Trading Standards and asked for the name of a manager as I intended to sue for having been sold some expensive discs which were useless without a serial number to validate them. Miraculously, the system managed to provide me with the required serial numbers within an hour. Thank you Adobe for delivering in the end - it was worth persevering. Michael

Similar Messages

Why has verizon's customer service went so down hill

I have had 3 different discussions on the phone trying to get my billing cycle changed to something that works with my new pay periods.
The first person firstly was so rude and insulting and couldn't put the date to exactly what I needed for some reason. The second said something like "so you're not going to pay for your services" when I was asking her to explain what was happening with this extra charge she told me I was getting. She was very insulting again just like the one before.
Three calls and several hours of phone time later I spoke to a very helpful person that filed a complaint for me. I was very appreciative to his help and now I see that we should all do that when we run into these people.
But I think that possible these new rude and insulting employees of verizon may be pressured to be that way or over stressed? I've been a customer along with several of my family members for years and I never used to experience this kind of terrible customer service.
In fact, the biggest reason I personally kept verizon and got my family members to get it was due to their customer service. It used to be great and what it should be as far as I'm concerned. We pay a lot for these phones and they are overpriced as we all know so we should definitely get our money's worth with the phones, services, and customer service.
The finally irritation is the financial services department and how INCREDIBLY RUDE AND INSULTING they have been. I just got sat on the phone again for the 4th time this month and was asked to pay the past due amount of .... well, this amount is not actually past due! I couldn't believe it! I have a past due amount of 30ish dollars due to the change in billing cycles but she put in what is going to do on the 4th! I said that isn't due until the 4th right, and she just sat their on the phone.
Point of that is that I called and took my time 3 TIMES already to explain that the billing date that I needed, needed to be after the 3rd every month. Got it to be the 28th which means it's not late till the 4th. Not what I really wanted, but as close as they said they can get it. So then I have to go over that again with financial services!!!! If it's not due yet, don't be rude to me and ask me for my late payment!!! Actually don't be rude to me ever! So all they needed from me was $30!! That couldn't have waited until my bill was due?????????????? Seriously. I paid it no problem, but I can't believe that I actually received a past due amount call for the whole amount that isn't due yet in the first place or a call at all!!!!!
I'm getting SO disappointed in version!!!!!!!!!! I can't even believe how they are treating their customers these days.
I know they don't care that this one person is possible going to start with a new carrier as soon as possible. These are just people doing a job. I don't think they worry about their sales right now. I do have several people on my account and most of my friends have verizon, and we are all getting sick of this.   I think Verizon should re-think their strategy when training their customer services representatives and their financial services department. They are getting out of line in the way they speak to Verizons valued and long time customers. I used to be a big advocate for verizon too. That has been changing this year for absolutely certain.
Thank you for listing if you are. Thank you Verizon if you read this and help to do something about this increasing problem.

Here is my token to this issue.
I am Verizon customer for years…
In the past, I was upgrading my phones in the Verizon stores…
In the past, our basic phones and plans were not complicated. I had no problems with the devices, plans or services. I had no need to call Verizon Customer Service – lucky me. In 10 years maybe only 5 times I called them.
I can not compare if they were good in the past and now they are bad, or whether or not they are going down hill.
My most extensive experience with Verizon customer service I had last week, when I decided to upgrade my device and service, on-line. I have described my experience with Verizon and I posted last night in the community discussion: Basic Phones.
I understand your dissatisfaction.
I think the reason for this may be as follows:
-        More complicated technology in electronics
-        Many more devices
-        Worse quality of the devices
-        A lot more features to be learned
-        Insufficient training
-        Not enough dedicated staff
Of course, all the above do not justify bad service, undereducated or rude employee.
From the standpoint of psychology, people are starting to be rude when they are not able to give the right answer, or the customer will prove that they have no idea what they were talking about.
I feel that there is no general recipe for good behavior. From the customer perspective, I think we should get a good quality of Verizon service.
On the positive front – the good thing is they are in the U.S. We can hear them, understand the language and we are not exposed to the listening: “I apologize for your inconvenience”, which very often it is impossible even to stop the person from repeating this over and over. This phrase should be eliminated from the customer service vocabulary and replaced by something like this: “Sorry to hear, I will try to help you” (if they are really sorry and feel for us) without any repetition.

Comcast has the worst customer service

It is very disturbing that a company so big has no integrity. The customer service department is very unethical and their wait time is ridiculous. I was scheduled for a service appointment and no one came. When I called for an explanation I was told they did not have any. I asked for a manager and coincidentally the call dropped. The president of comcast should spend a bit more money on training his employees that on taking pictures making people believe he runs a perfect company. what people need to do os send as many certified mail letters to corporate office as they can with their complaints and maybe that way someone will listen... Im sure eventually they will end up with a class action suit which they very well deserve.

Yoyo77 wrote:
It is very disturbing that a company so big has no integrity. The customer service department is very unethical and their wait time is ridiculous. I was scheduled for a service appointment and no one came. When I called for an explanation I was told they did not have any. I asked for a manager and coincidentally the call dropped. The president of comcast should spend a bit more money on training his employees that on taking pictures making people believe he runs a perfect company. what people need to do os send as many certified mail letters to corporate office as they can with their complaints and maybe that way someone will listen... Im sure eventually they will end up with a class action suit which they very well deserve.
A class action suit will never see the light of day as the service agreement contains language requiring arbitration. When you agree to the terms you agree to this.

Re: BAD Delivery, Customer Service, Appliances

I have been a Best Buy customer for over 10 years. I purchase everything there, from IPod, Laptops, cell phones, home appliances and TVs
My last two previous orders have been a bad experience with the delivery and they were big orders.
Order #{removed per forum guidelines}and {removed per forum guidelines}
My last purchased was a Samsung washer and dryer on April 14 worth 4000.
They were supposed to deliver on Saturday 4/18. the driver called me at 11:20 a.m. to tell me he was going to be there in 30 minutes.
the guy never showed up nor called.
when I called back the driver 2 hours later wondering why he didn't show up. the assistant answer the phone and said guy had a personal emergency. I waited for another two more hours and called best buy to see when my machines were arriving. Best Buy delivery didn't know anything about the driver having any emergencies. they never notify me and I was sitting home waiting when I could have been doing my errands.
The delivery company hired didn't even know what was going on and that I was not going to get my machines that day.
When I called again they said that they were going to try to have someone delivery Saturday.
After that they said that the delivery was not going to happen until Monday ... more days waiting
On Monday they did a delivery where it was incomplete.
they couldn't connect the machine and left all the screws in where they needed to have assembled it.
they said that I needed a dual kit which I had purchased and it was in the box and they didn't know.
They left the washer in the middle of my basement very unprofessional and disorganize.
They came back Friday 4/24 a week and a half of wait and when they arrived they were on a rush. connected the machine and didn't tested them. they didn't ever turn them on to see if they worked or were connected correctly or made sure they were leveled.
there were some screws they removed because I asked what they were if not they would have left them there and damaged the machines.
We treated them with respect and gave both drivers good tips.
they left and I turned the machine on to see how it worked. well they didn't tie the hose and water started coming out the washer machine. my basement got all flooded. To add to the issue the dryer had a weird noise in the motor.
I called the store and complained and they escalated the call and couldn't help.
They said they would send a tech why would I get a tech if is a new machine. I wanted a new machine and by Saturday. I was not going to wait anymore.
when I called the delivery company they called me a liar and said the machines were perfectly installed.
After that called the store back and spoke to the manager who did not care that an over the year customer got treated inappropriate. You are losing a 10 year loyal customer. I missed time from work and waited time on the phone calling the store, customer service and the delivery company. A store that does not care about their customers.
All I wanted was to get my new machines on Saturday
thank you very much
truly an very unsatisfied customer.

Hello daniel16-
Getting new appliances should be an exciting experience for you as they are quite an investment both of money and time. To have such a poor delivery experience is disappointing and I can certainly understand why you’d be disappointed with the entire situation!
While we do occasionally employee third party companies to complete deliveries and installations for our customers, they should be every bit as courteous and professional as our own Geek Squad personnel. I’m truly sorry both for the delays in your delivery as well as the fact that you had these issues with the installation after they left. Our third party partners are expected to look into reported concerns by customers, not simply deny them without any follow-up. In addition, neither our Geek Squad nor our third party vendors should expect or ask for tips for delivering your products.
It appears that you have already contacted us regarding returning your products and I apologize that this was the decision that was reached. I will absolutely be documenting your concerns for our corporate office as we are always reviewing our partnerships to see if we wish to continue utilizing their services. My hope is that at some point in the future, you may be able to put this unpleasant experience behind you and offer us the chance at your business again.
Thanks for connecting with us.
Sincerely,
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

BAD Delivery, Customer Service, Appliances

I don't like to complain when the messenger is not at fault (our salesman), but when I ordered a Samsung Stove and Microwave from the Melbourne, FL store, the stove was at another warehouse and will take a few days to deliver. Not a problem since the delivery was 10 day out, I figured they had enough time to get it in. 2 days before delivery, they called and left a message that the microwave box was damaged but the unit was not damaged. I figured that was okay if it worked and showed no signs of damage.
No call the day before, but got a call ON DELIVERY DAY from the salesman at the store that the stove was not available and Samsung is no longer selling that model. He offered me the floor model and if I could pick it up it would be installed (by me) today, with a $120 discount OR wait till next month for the replacement model from Samsung at no additional charge. Emphasizing the new model would be more money and have better features. Now I've already removed and prepared the kitchen for the new stove and microwave. I told him I would get back to him.
I called the wife and she definitely did not want the floor model. Then I started looking for the replacement (since the salesman did not know what the new model is) and other models that this store had in stock. We decided on a LG model that was priced a little higher but had the features we wanted that the Samsung had.
I called the salesman and he had to get with the manager. He called me back and said that the manager could to it for $100 more. I refused, and said that the inconveniences of setting a day aside and removing the old microwave and stove, you can make this small compromise and get me the LG stove. Again he had to ask the manager and call me back.
After a few minutes he called and said that the Manager would not go any lower on the LG and the Samsung floor model or $100 was my two options. I then said no, my other option is to cancel the order. So I went to the store and talked to the manager and get my refund.
Mike the manager (I believe that was his name) said he could not take a loss on the transaction and that what he was offering was the best he could do. So I asked him, what was the difference in an even swap for the LG and me waiting on the NEW SAMSUNG model that was more money? He could not answer that question. Then I stated, "You are going to lose a customer forever over $100?". He did not respond, so I said just refund my purchase.
Later that evening my wife and I went to a competitors store and purchased the LG model we wanted in 15 minutes and is being installed today. With only a $12 price difference from my original Samsung order.
Now this is the Pacific Kitchen and Home section of BBY. But it is still BBY to me, and I've looked up my purchases over the years at BBY and it comes out to over $100,000 since this store opened.
So a lesson in Customer Service is treat the Customer like family, because the never forget a bad CS experience and will disown you for life.
So BEST BUY, GOOD BUY or I meant to say GOOD BYE.

Hello JAF-LA,
While there are times that backordered appliances can cause unexpected delays to delivery dates, it’s truly regrettable to hear this was only discovered the day of arrival. I’m sure you were excited to have your new appliance delivered, and I apologize for any frustration this may have caused, especially when we couldn’t come to on an agreed upon resolution to help fix the situation.
It’s clear to me that you’ve invested a lot of time letting us know about your experience, and I cannot thank you enough. Feedback like yours is crucial as it enables us the opportunity to see where we need to better ourselves as a company. Please know that I’ve documented your concerns here at the corporate offices regarding your appliance delivery so that we may take full advantage of your feedback.
Although it is disappointing that this didn’t quite work, I’m glad to hear you were able to find what you were looking for, even if it wasn’t with us. We wish you nothing but the best.
Respectfully,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Bad Experience: Customer Service and Automated billing

I signed up for automated billing before my first bill was due on my u-verse and internet services. My online account and the automated telephone services said I was enrolled in auto pay so I assumed that meant my bill would be deducted as I had signed up for. Apparently automated billing can begin anytime and could take "up to 1-2 billing cycles". I signed up for automated billing so I wouldn't have to deal with late fees (we also have automated billing for our cell service through AT&T and have had for years) because we are extremely busy right now. Of course automated billing conveniently doesn't start now and AT&T informs me 10 days after my bill is due. I call Customer Service and the rep acts like I'm ignorant for not knowing that automated billing hasn't started yet and that there will be a late fee. What a nice reward for signing up for automatic bill pay. Most companies give incentives like a percentage off their bill and can figure out how to get the auto pay set up immediately. Not AT&T. They instead pull a "in the fine print" move and tag on a 9.00 late fee for missing your payment. Not happy and we have been loyal AT&T phone customers for years. Will be reconsidering TV and internet services now if this is the direction AT&T's customer service is headed.

Well, they did say it might not work until 1 or 2 bill cycles, so if it was me I'd check online for the bill.
Personally I signed up for autopay to my CC the day after I was installed, but due to being installed on the start of my biling cycle day, I didn't get a bill for 6 weeks. Even then everything got paid on autopay due to having 2 full cycles on my bill.
Might get some relief from ATT Customer Care, click the ATT Customer Care link in my signature below, send the PM, explain your autopay situation.
Include your name, account #, email address and a good phone # (land or cell) and time to contact you on.
Check the blue PM envelope, upper right on every page, for their reply. Good luck
Chris
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Moderators just as bad as Customer 'Service'

I have been emailing a moderator trying to get my problem sorted out.
The problem is incredibly easy to put right, but BT are not interested.
My problem is the HUB2 wireless, that everybody knows is an issue.
When the wireless drops, I have to rest it from the socket, meaning my usual speed of 16meg is dropped to below 1meg due to frequent disconnections, making my broadband almost unusable, and my BT Vision totally unusable.
The problem is the Hub2, not my equipment, not my line, and not local interfearance.
The problem is that the Hub2 simply cant handle more than general surfing traffic (emails, google, wiki etc) being done.
As soon as I use my xbox, go to iplayer, you tube, bt speedtester for eample, the wireless will freeze.
This has happend on all 4 Hub2 replacements as well.
The solution?
To replace the Hub2 with any other brand of router, because I have never had a problem before, with netgear, thompson or sagem.
I have telephoned 'tech support' numerous times, and each time Im told to reset the hub and they will do a line test.... pathetically useless!!
I have been called a lier, I have been told I dont know what Im talking about and BT is not handing out equipment that doesnt work.
I have been told there have been no other problems with the Hub2, looking on this forum there obviously is.
I have also been told there are lots of problems with the Hub 2.
I emailed a mod. on here.
His reply?
Im lying, and BT arent going to do anything to help.
Im going to copy/paste the email below.
What a pathetically awful company BT is.
Below is a copy/paste of email between me and a moderator.....
------Marc------

The moderator has just telephoned me after reading this post.
He has sourced a hub3 and it has been put in the post, so I should receive it tomorrow.
Good job I have a week off work
It seems that the moderators can make things happen, and I have thanked Craig for his help, and appologised for being abit of a pain.
If only the rest of BT behaved like Craig has, then all the customers would be happy.
Meanmint, there is an exsisting problem with the Hub2, it is well reported, and numerous customers have reported the same problem with the replacement.
I can understand it is hard to understand if you have a hub2 that works for you, but I can assure there is no localised problem, and the problem is definately the Hub2 wireless.
Dont ask me why there is a problem, Im not a technician, however I do know there is a problem.
I can only assume it is down to the different way you and I use the internet.
It seems to affect people with heavy internet traffic, such as me.
When I am doing general surfing, like checking emails, posting here, etc, it works fine.
As soon as I go to iplayer, use xbox, speedtester etc, after a few minutes the wireless will fail to respond.
------Marc------

Verizon service is by far the worst. Customer service no better!

That is my suggestion. Anyone have any corporate verizon management emails? I'd like to share my thoughts to them and here.
First let me start off by saying in the past 12 years of owning a cell phone I have had almost every service provider in my area. (tmobile, at&t, spring, Verizon, & u.s cellular)
I have had them all and must say that by far Verizon is the WORST service and has the WORST customer service ever. I joined and got a family plan (2 lines) to save money. I started off with a blackberry curve 8530. The first month of service was ok, not great but ok. I decided I was already locked into my contact so I couldn’t get out and I would just stick with it. The phone itself was terrible, locking up, rebooting by itself, things getting scattered all over the place at random and the worst part is that it would always take 5 minutes to boot and drain my battery completely.
I called and opened up a trouble ticket and I was told from the customer service lady that the phone rebooting itself was very normal and common and more on the blackberry than any other device. Seriously?
After 3 phone calls in one week they sent me out a new phone. Same blackberry and this one was no better. I called back and after doing more tests they tell me that I have to dial *228 every month and if I drive more than 20miles away.
I told the customer service rep that I drive 25miles each way to work and asked if I really have to dial *228 twice a day to get good service and they said yes. Well Verizon, I’m glad I am paying you top dollar for this premium service. What kind of crap is this really? More dropped calls happen and I mean happen daily. The customer service rep informed me to start logging my dropped calls by dialing *** talk or ### talk. So I do just that and log almost every dropped call. Next time I call up they said well you need a minimum of 5 dropped calls a week for us to be able to figure out the problem. Really? I had 4 in one week and that wasn’t good enough for them.
So after more calls I finally get manager approval for them to give me a different phone. I get a refurb Samsung fascinate. While it’s a nice phone and runs 2.1 the software is junk and unstable. Programs have to be force closed, it’s slow and freezes from time to time. And a new problem shows up, sometimes (more so lately than when I first had it) sending out a text message or receiving, it will send or receive 4 of the same messages all at once.
As if this isn’t enough to make anyone mad, the dropped calls still happen ALL the time. I mean 3 in a matter of 5 minutes. I called up Verizon again and they said they can only see 5 this month. When I looked at my phone record I can clearly see at least 10.
Is the service that bad it won’t even connect to a log a dropped call which takes 10 seconds? I told the customer service rep that something needs to be done and a trouble ticket is opened. They say they will call me back in 2 days. A week goes by and I never got a call back so I call them. The ticket was closed and the “solution” was to stand outside and make a phone call and not be in doors. I almost flipped my lid!
As of lately I have called 3/10/11 and got a super nice lady on the phone and she said she insisted she would call me back after 2 days to see how things are going and they will run more tests. Well today is 3/17/11 and I never got a call back so I call Verizon. The first rep told me that someone called me at 2:30pm on 3/13/11 and left a voicemail. I checked my phone records and the only people that called me that day were people in my phone book and nobody called anywhere near 2:30pm. What a liar.
So I get transferred to tech support and go figure he can’t find my ticket. So he has to open a new again and says he will call me back by Saturday.
I have asked for a credit, I have asked to waive the cancellation fee. I just want out. The customer service is by far the worst I have ever experienced and the service is just as bad. What kind of solution is to stand outside and make a phone call? I’m at home with windows all around and a skylight. I have no problems at work with a building with no windows on ground level, but I can’t get reception at home inside or outside.
But wait there is more. To add fuel to the fire, this phone and software continue to get worse and worse as time goes on. I get a picture message from my brother and open it up, at the top it says it’s from someone that I haven’t messaged in a long time. Weird, so I thought nothing of it and figured maybe it had a hiccup. Nope, get a text message from a friend and open it up and it opens up someone else’s text messages that I haven’t texted in days. I was texting a friend last night and sent him a picture message around 10pm. He never replied, no big deal, my phone beeps at 11:47pm from him. And it was my text message going out 1 hour and 47minutes later and beeps at me like I received something.
Verizon better do something and do something quick, this is seriously getting old. I spend more time on the phone with them than with people in my phonebook. I have also told all the reps that I use my phone for work and can’t drop calls on my customers or it makes me look bad, and they don’t care.
Verizon please do something!!!!!

Gamble97 wrote:
First let me start off by saying in the past 12 years of owning a cell phone I have had almost every service provider in my area. (tmobile, at&t, spring, Verizon, & u.s cellular)
I have had them all and must say that by far Verizon is the WORST service and has the WORST customer service ever. I joined and got a family plan (2 lines) to save money.
I’m at home with windows all around and a skylight. I have no problems at work with a building with no windows on ground level, but I can’t get reception at home inside or outside.
For the 1st problem, why do you keep switching? Haven't you found a company with coverage that is good enough for you? No company has a signal EVERYWHERE. Have you been switching constantly because you choose to switch or your company forces you to switch? If the latter, you should complain to your company to go with the best service, not to ruin their business by going with substandard service. Additionally, no provider has the best signal EVERYWHERE. If your company is forcing you to switch, maybe you could suggest that they offer more than one provider for business phones. I know my company has contracts with AT&T, Sprint & Verizon. If you are constantly changing because you choose to change, then I would suggest that you pick the best footprint for you and then stick with it. Afterall, you have had them all, so you should know which would be best for you.
As to the second part, this sounds more like a location problem rather than a phone problem. NO provider has service in ALL locations.

Fed up with Adobe's customer service

I have to say that Adobe takes the cake as the most inept company in the US, along with AT&T. I filed my application for the free upgrade from CS5.5 in early May, right away they asked me for the invoice, even though I had sent them PDFs of the order confirmation, and shipping confirmation which had all the information they needed, but OK, I went to my account on B&H and downloaded the invoice on PDF and sent that to Adobe. Several weeks went by and no news. In late May I sent them an inquiry through the open case they had opened for me, and they replied that they were working on it. Several days later I called, but their phone menu system is obviously designed to wear people out and get nowhere, so I started a chat online with one of their "agents". This was two Saturdays ago.
As usual I was greeted with a lot of fake politeness that those poor Indian guys are forced to shower the customer with to the point of making you sick, and the guy, after requesting my information told me that my upgrade had been approved and I was going to have it ready within 24 hours. 72 hours later and still no email or any news, so I started another chat, and this guy told me that he approved my order and that it was going to be ready again in 24 hours. Two days later, still no order link, and they close the case saying that the order had been closed and that "The order is currently processing and the download will be available in your Adobe account in 24-48 hours."
Well, two days later still no order, so again another frustrating chat session with another very polite Indian guy (I don't mean that in a demeaning way, since I like Indian people very much), who again told me that my order was going to be ready in 24 hours.
Yesterday after work, still no order, so another pointless chat session with lots of apologizing and condescending and the assurance that he was going to "escalate" this to a superior.
Absolutely fed up I called their number to see if I could -very naively of me, I admit- reach someone at their headquarters that could actually give me my serial number and download link.
After talking and being placed on hold by another guy in India, and adding another 20 minutes of wasted time to the already over two hours I wasted on chat sessions, the guy came back to tell me that he was going to investigate further and call me back, which he never did.
Today, well over a month after I submitted all the requested paperwork, and weeks after most people are happily using Adobe CS6, I'm still waiting for the upgrade I was promised.
The only other time I had to deal with such an extreme level of ineptitude was a year ago with AT&T. Different products, but same terrible customer service, and the obvious realization that these are really chaotic companies where the different departments don't communicate at all with each other, or do so very poorly. I don't blame those poor Indian guys that are probably overworked and underpaid, I blame the American executives that outsource their support to other countries, force them to be unbearably polite to where they actually waste a lot of your time saying "thank you", "I apologize" and repeating what you tell them a million times, and basically read from a script.
In other words, I'm really fed up with Adobe. I understand the fact that they have a lot of these upgrades to process and that takes time. But I'm fed up with their reps telling me that my upgrade is going to be ready in 24 hrs and ten days later it's not, and they keep telling me that over and over. That's just plain bad customer service.

I don't know why the Adobe forums suddenly asked me to sign up for the forum again, even though my registered address with them remain the same, but I mention it so you know I'm the OP.
Just a day after I posted this I had a great customer service experience from a Tier 3 manager, so I want to mention it as well. On Wednesday on my way home from work I called the Adobe headquarters in California (you can google the number easily) and I explained my problem to the woman that answered the phone, so she transferred me to a guy that she said was overseas but was a manager that would help me. I thought to myself, here we go again. After explaining my case to this manager, a very nice guy called Gautam Garg, he asked me to give him 24 hours so he could check on my case, and that he was going to call me back at the same time the next day. I told him that he was telling me the same thing all these other reps had told me before, to give them 24 hours and one of them even told me he was going to call me back and never did. Gautam told me that this was different, that he was going to send me an email right away to prove it and work on my case. I thought to myself, yeah right, like this guy is going to call me back.
Less than an hour later, he calls me back at my home number and tells me that the problem seemed to be that my address was in Kenya. The street address, state and zip code were the real ones, but the country showed as Kenya instead of the USA. I told him it was obviously a glitch in their system. So he told me that instead of the download, he was going to send me the boxed product. I still had my doubts it was going to happen, but I told him I would much rather have the boxed product than the download, so I thanked him for it.
Having seen the previous bureaucracy at Adobe I figured it would take me a couple of weeks to get that box, but still I was happy I was getting the box instead of the download, so I decided to wait. But not even a day after I talked to Gautam, I got an email from Adobe saying that my CS6 had shipped already, using Fedex overnight and gave me a tracking number.
On Friday I came home from work and my CS6 box was already here. I sent an email to Gautam to thank him and I told him that he should get a big raise along with a promotion, because I talked to all those other people using open cases, chat and one phone call before him, and none of those ten people or so did enough to solve my problem, while he went into the system and checked what was wrong with my order and solved me problem in less than an hour. I don't know if the other people that worked on my case were incredibly negligent, but maybe they're not, maybe the support methodology Adobe has for their customer service centers is what's really negligent. Perhaps what Gautam was able to do in less than an hour, all the other people didn't have access to. I don't have a way to know that, but it can't be possible that I have to waste so much time to get the free upgrade I had requested over a month earlier. Still, I'm happy that out of this I got the box instead of the download, so at the end I'm happy with their customer service, but they have to go a long way to make it better so people don't have to go through lots of chats and phone calls to get what they need.
Sebastian

Horrible Adobe Customer Service

Hard to believe that Adobe has such horrible customer service but I just experienced it myself.
I should preface this by saying that I've been using Adobe products since the late 90s and had always been an advocate but that changed today.
I had signed-up for Creative Cloud, which was supposed to mean that I can use InDesign, Illustrator, Photoshop and Acrobat Professional but for some reason it cancelled out this morning.
I called to reactivate it and find out what was wrong with my account but the customer service representative couldn't understand anything I said. He told me it was really noisy there and instead of spelling my email address, if I could just explain it to him phonetically it might be easier for him. That really surprised me so I told him to forget it and hung up. I just couldn't see what use this was going to be. Then I tried the chat line. A gentleman by the name of Ankit tried to help me and said all he could see in my account was InDesign. Then he tried to talk me through signing up for an upgrade (the $29/month deal). But the web page kept rejecting my CS 5.5 serial number. He gave me two others to try but those were also rejected. So he asked for a phone number, which I gave him and he called me. Ankit said he wanted to transfer me to a customer service sales rep that could help me but to minimize my growing frustration, would explain everything to them for me.
Then I sat on hold for 45 minutes.
Finally, a CSR picked up the phone and asked me how he could help me. He said he had no idea why I was calling so I asked to speak with his manager.
Soon, "Hector" picked up the phone so I explained how for decades I've been an advocate of Adobe products and I couldn't believe this was happening to me. I explained everything and at the end of my talk all he said was, "So, you want to buy CS6?". I was now frustrated beyond belief. I asked him where I could mail a letter of complaint and he said he had no idea. He suggested I check on the Adobe website. I asked him several more times, "Where can I send a letter and to whom should I address it?" but Hector had no idea. Remember: This is a manager. So I asked to speak to his manager. After a short period of time, he said that "Lootu" had already gone home for the day. I asked for an email address and he said he couldn't give me one. I asked how I could identify him other than having spoken with him at 3:31pm on 2/20/15 and he said that was all he could tell me. So I asked him a few more questions and found out that his employee had merely been picking up the phone... that it had just popped into the cue and was answered like a normal sales call. By now I've spent a couple of hours on the phone listening to bad hold music and talking to idiots. The most I could get him to say is they were in Salt Lake City, Utah.
All I can say is if you have a problem, don't expect them to help. I'm writing this post because I'm sure there are MANY others out there who have had similar or worse experiences. I have a couple of friends that work at Adobe and I'm going to make sure they find out about my experience in great detail.
If you were trying to frustrate and anger your customers, this would be a perfect business model to emulate. If you were trying to give your competitors ammunition to shoot you down, again, this would be a perfect way to do it. This is a great example of how customer service should not be run.

Yup customer service is just atrocious, Incoherent and non-customer friendly product/plan offerings combined with a sense of org chaos if you finally do get through to CSR. Truly terrible.
In this context it boggles the mind to see the stock valued at 8.4 x rev and 43 x EBITDA !!

Adobe customer service is a joke

I purchased a membership for the first time and I have to say that although Adobe products are great, customer service is not doing a really good job. I wanted to ask a question about my subscription and I have been trying to contact them for the past 8 days.
I mean really is is that hard? First I chatted with agents who did not know a thing about how to resolve my problem and transferred to other agents, and of course the transfers never went through. Calling them on the phone is useless, you just wait on the other end of the phone for literally hours and after you wait your call is dropped.
Now I am thinking about cancelling my subscription because I cannot deal with bad customer service, I just can't and I have to contact customer service again to cancel. But how does one contact customer service when customer service is not doing its job?

Cynthia,
This is a user-to-user forum for technical problems with Lightroom.
You are not the only one who has complaints about customer service - but posting them on this forum won't do you much good.
Instead of trying to phone Adobe try the chat line: http://helpx.adobe.com/contact.html

Why do you limit Customer Service?

I 46 year old and have work for many different companies. The one thing that has always bothered me is the way a company say let's have great customer service but, do very little about backing up that claim.
With Verizon for example. Recently I made some mistakes in my family budget and didn't pay my Verizon bill on time. My service was cut off for lack of payment. So, as soon as I got the money I got online and paid the bill. I get paid on Fridays like a lot of people. So my payment went in Friday night. The payment screen told me I had to wait up to 4 hours to have my service restored.
This is problem number one. Of course my service was Not restored in the 4 hours. Keep in mind Verizon's payment screen said 4 hours. Why did Verizon live up to what was said??? Bad customer service!!!! Not living up to what was promised. Do I really have to make the point that a company show deliver promises no matter the situation. Come on this is a multimillion dollar, fortune 500 company.
To further this problem, I call Verizon about noon the next day, It Saturday now. I get a very nice customer service agent, who tried to help best she could, answered all my questions. But it turns out , Verizon has setup the customer service software in a way which limits her ability related to billing. She can see I made the payment but can't tell me when it will post to my account. Only the billing department can handle those issues and you guest it Billing is closed on the weekend.
I told her I know it Not your fault but think of this the Super Bowl is coming up soon and I believe a lot of people are going to have this issue. Why would Verizon setup a system which limits customer service? Super bowl weekend people who have pay their bill will be scream at you because of an issue you can do nothing about. I would again call this bad Customer Service. No wonder nobody is loyal to a company. Even good companies like Verizon and huge holes in their Customer Service Planning. I wish I could have a job just looking over these types of issues and fixing customer service. Because it seems no one is do this job for Verizon.

I agree with you. I'm guessing that if it takes 48 business hours for the payment to post to your account, that's when everything will be up and running afor you again because now the trend is toward automation? And why promise a 4 hour turn around if that's not going to be done? That's malarkey. And mind you, I have had my share of CSRs who don't know what they're doing and who can be outright rude but I don't blame most of them for these problems because like you said, it sounds like these programs that these CSRs are given don't allow them much to work with and that's unfortunate. There are definitely many CSRs with Verizon who really are trying and doing the best they can with what they have. Personally, I blame management for the problem. It's poorly managed and if the CSRs aren't given the proper tools to deliver proper customer service, the end result is going to stink with so much lack of communication and I'm sure the CSRs so often have to bear the brunt of so many complaints.
And personally, I feel that any CSR in that position should have the ability to explain everything and break everything down so that customers and Verizon are all on the same page. That would be ideal of course.

Kafkaesque Customer Service - Refusal to Escalate Complaint

Having been a skype customer for a decade, I am flabbergasted at how bad their customer service has become. It is simply kafkaesque. I had the temerity to change the billing card for my skype number - then some jobsworth decided to freeze my account. There followed a ludicrous verification proceedure (what month did you join skype, what was the credit card number you used ten years ago...). Having gone to some lengths to find this information, the jobsworth claimed I had failed the verification proceedure - but refused to tell me why! Apparently said jobsworth informed me that in spite of this number being rather important to me, the best solution was for me to close my account and open a new one and purchase a whole new number. So that in a few years' time, Skype can presumably lock me out of my account all over again. To add insult to injury, Mr jobsworth has refused my request to escalate this to a more senior member of the team, who presumably might have the capacity to see that my account should be unlocked. Or maybe not, consideirng they probably came up with the verification proceedure. I am now in contact with Ofcom about this as apparently the people working for skype don't seem to think their company should comply with UK company law. We're not even allowed to complain. Anyone else managed to resolve these ludicrously bad customer service issues? Is skype trying to lose customers? All I can find is other people experiencing the same thing, with comments promptly moved to other less conspicuous boards. I feel like screaming.

Did you bill it to the account?
If so, follow these steps:
"HOW AND WHEN CAN I DISPUTE CHARGES?
If you're a Postpay customer, you can dispute your bill within 180 days of receiving it, but unless otherwise provided by law or unless you're disputing charges because your wireless device was lost or stolen, you still have to pay all charges until the dispute is resolved. If you're a Prepaid customer, you can dispute a charge within 180 days of the date the disputed charge was incurred. YOU MAY CALL US TO DISPUTE CHARGES ON YOUR BILL OR ANY SERVICE(S) FOR WHICH YOU WERE BILLED, BUT IF YOU WISH TO PRESERVE YOUR RIGHT TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING SUCH DISPUTE, YOU MUST WRITE TO US AT THE CUSTOMER SERVICE ADDRESS ON YOUR BILL, OR SEND US A COMPLETED NOTICE OF DISPUTE FORM (AVAILABLE AT VERIZONWIRELESS.COM), WITHIN THE 180–DAY PERIOD MENTIONED ABOVE. IF YOU DO NOT NOTIFY US IN WRITING OF SUCH DISPUTE WITHIN THE 180-DAY PERIOD, YOU WILL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL OR SUCH SERVICE(S) AND TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING ANY SUCH DISPUTE."
If not,
You should try calling customer service. Ask for the freud department.

Hp the worst brand ever! Worst support and customer service

I bought the HP envy touchsmart 15-j001tx from Relaince Digital, Mangalore on 1st october 2013.
When i reached home and opened the laptop i noticed a spot in the middle of the screen that was seen even when the laptop was switched off. It resembled some sort of liquid inside the screen. When i turned on the laptop it disappeared after a few minutes so i left it. On 2nd october when i opened the laptop in the morning i saw that the liquid spot had reappeared and it had spread and it was now covering the middle one third of the screen.. I turned on the laptop but this time it didnt disappear.
I tried calling the seller and he told me to call customer care.. I called customer care but since it was gandhi jayanti they werent available. So i called them again on 3rd october and they registered my complaint and asked me to send pics and i did immediately! And they replied saying this damage is not covered under warranty. I called up the dealer again and he said bring it over.. So i headed to mangalore again (from manipal) and when i reached there they tell me that they wont replace the piece but if i take it to hp centre in mangalore they will give me a DOA certificate and then i can get a replacement. So i took it there but they too are dancing around the topic. Now i dont have a laptop and i dont have my 80,000 rupees that i spent trying to get this.
I will fight to get either my money back or a new laptop but to anyone who is reading this... PLEASE keep in mind that HP has the worst customer service ever.. And Reliance digital will sell u faulty pieces and steal your money..
Do not trust these people ever..

Dilip1991, I saw your post and forwarded it to the right people for their review. You should hear back from someone shortly via private message on this Forum (please note as it is the weekend, it may be a couple of days before you are contacted).
KittyK - HP Support Forums Moderator
Clicking the "Kudos star" to the left is a great way to say thanks!
When your problem has been solved, accept the solution by clicking the "Accept as Solution" button to help other members in the future!
Rules of Participation

Poor Managment / Customer Service Complaint

After recently purchasing a high end car stereo / GPS unit from the store located in the highlands (Store 167) and having spent the time and extra money to have the unit installed.
Having to returning due to issues with the unit not working to find that the manager of the store felt it was ok to shut down the installation department and give everyone the day off.
Granted this is friday the 4th of July but on a heavily advertised sales event day and potential increased revenues with a large portion of the general public either off or getting off early lnowingly making a decision to cost your store, company and brand sales and on top of that present themselves with a high school attitude to justify poor decisoin making skills it beyond comprehention. Having a department with only two employees knowing one was on vacation to make a decision to close the doors on a holiday weekend to be best buy buddies with his staff over customer service and sales is unjustifyable by any means. Offering to show me the installers schedule he had written was to say the least a poor move being that as a customer and have expectations at the least of a person chosen to be a manager is high school at best.
In this day and age where competition is key and standing out as a brand allowing a manager to knowingly loose revenue for a store is not a manager I or the company I work for would even consider having as an employee. I was recomended to this particular store by a personal friend as well as another employee of Best Buy to be greeted by this type of service and reaction of a member of managment is reprehensable. Not even offering to or being bothered to break up his group of buddies to find out how he could be of assistance or find a resolution acting as though I the customer was inconviencing him and intereupting when approached.
Knowing that Best Buy itself has suffered in customer service in the eyes of most having managment adding to the problem and costing the company not only sales but customers who would return to make future purchases will lead to the backlash from the public that shuttered even the best of corparations.

Good afternoon roger404,
Welcome to the forum. I want to first thank you for choosing Best Buy to purchase and install your car stereo and GPS system. I know it is no small investment, and I would be very frustrated if it starting having issues just after 4 months of having purchased it. I can understand your surprise, and disappointment when you arrived at the Highlands store to have it repaired, and was told the installation department was closed for the day. It sounds like the manager was not very sympathetic to the issues you are having, and I sincerely apologize for this aggravating experience.
As it was mentioned previously here, there might not have been any appointments scheduled for the day, which could've been why it was closed. For future reference, to avoid any frustrations, I recommend contacting the store beforehand to make sure someone is available, and they are expecting you.That being said, there is no excuse for any of our employees, including the manager, to be rude and offer you a poor customer service experience. I appreciate it very much that you took the time to post your feedback, and I assure you I will be documenting your comments for further training opportunities.
Again, I apologize for any inconvenience this may have caused. I'm sure once it is open again, they will be happy to assist you, otherwise please let me know if I can be of further assistance.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

Linksys has bad RMA/Customer Services

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