Sketchy customer service

My acrobat DC software wouldn't open, so I finally called customer service. I was connected with a gentleman named Manish. He asked what my issue was, I told him, and there was dead silence. I asked if he was still there, he said yes and then was silent again. Weird. He asked for screen sharing priviledges and had me open a browser tab to download the software. Once he was in, he clicked on the software link (which didn't open) and then my mouse didn't move forever. He told me he was looking for an exe file, but again, I couldn't see anything happening. I then asked why I couldn't see my mouse moving and there was no response. I said hello a couple more times, no response, so I disconnected the screen sharing and hung up.

I called back and was connected to another rep, and the whole interaction was completely different. She emailed me a link to download the share screen software, she told me that I should close any personal files before she connects to my screen (which he didn't do), and once we were connected she was continuously working on my computer. She was extremely helpful and fixed my problem!

I don't know what the first guy was up to, but it gave me a very uneasy feeling, which is not good for business 😕😕