What does customer service mean at Adobe?

Question

I am a frustrated long time Adobe customer.  I have survived the ordeal that was Adobe Premier version 4.0 and the continuing slop being marketed as Adobe Encore.  The final straw for me was over an order last Friday the 31st.  I ordered CS4 WebStandard on-line and inadvertently left the download version selected.  After submitting the order, I realized I had made the mistake and contacted the 'tech' through the chat.  The tech said I could cancel the order, but I would first have to submit the corrected order.  So I followed the directions and submitted a second order for the boxed DVD version.  The chat person then informed me that he couldn't personally cancel the first order, I would need to contact customer service.  So after the 1/2 hour wait on the phone, I talked to customer service and 'Napoleon' told me I couldn't cancel the first order since it was immediately filled and billed.  I also couldn't cancel the second order because it was still pending.  I would either have to stop payment at my bank before the billing was submitted (not possible with my bank), or call on Monday to cancel the order after it was processed but before it was sent.  On Monday, 'Michelle' at customer service (ha-ha) informed me that they could not cancel the order once it was placed, even though the order was not shipped and showed pending on the order history, but I could return it after it arrived and then they would refund my money.  Once they authorized a return, it would take a week for the refund to process.  I asked to speak to a supervisor, but Michelle said it wouldn’t do any good.  I asked to speak to one anyways and she told me I would need to call back in an hour or two.
So it takes less than 10 seconds for Adobe to debit my bank account for an online, downloadable order, but they need a week to refund it.  They also have a policy that once they start an order, they will never stop the order, even though the request is made prior to anything being boxed or actually shipping.  Perhaps a better name for customer service would be 'You customers are suckers so don't even bother calling us unless you want to give us more money".

Answer 1

Adobe customer service must be evaluated by the number of calls they respond to, not whether the calls are resolved.  That leads to the call center people adopting an attitude where they can say anything as long as they can get you off the phone.  Some middle management clown can then report how effective the whole thing is to his boss.  Everyone but the customer is happy and as long as you can't talk to a supervisor, the chances of you being able to rain on the parade are extremely slim.
I'll try writing a letter directly to the CEO.  Maybe he gives a crap.  At the least, maybe I'll get a meaningless form letter and can confirm that Adobe is certified SNAFU.