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D
dcgraphicsfl
Participant
July 9, 2013
Question

Where is support? Typekit does not render in IE 8. 3 days and still no response via email?

  • July 9, 2013
  • 3 replies
  • 2453 views

Tyepkit does not render properly in IE 8. My client is on a government network which requires the use of  IE 8. I submitted an email to support@typekit.com on July 5th; only to receive an autoresponder that the ENTIRE support Team is on vacation from July 1-5th. I'm glad we the people, can pay for all of Adobe's team to take off an American holiday when most of their support comes from India?

I submitted another email on the 8th; no response and today is the 9th. As I am under a deadline, support is NOT RESPONDING at all. I called the Abobe support number 1-800-642-3623 The wait time stated 4-6 minutes. After waiting on hold for over 2 hours the call was NEVER Answered. I am NOW attempting a second time; which now I am told the wait time will be over 1 hour.

What has happened to Adobe customer service? This is an abhorrent way to treat any paying customer. I'm not used to being treated like I live in 3rd world country. I have an Adobe Cloud subscription and upgraded my account on AdobeTypekit. Since Typekit has abandoned any reasonable timeframe on emails and has no support number/live operator I am going to cancel this horrible account.

Does anyone know of a much better solution for fonts other than Typekit? I hope everyone thinks twice before supporting this company, as customer service ceases to exist.

    This topic has been closed for replies.

    3 replies

    C
    CornbreadFlightisTaken_
    Participant
    September 26, 2013

    I contacted support@typekit last night, and didn't receive so much as an automated "we got your question" reply.  18 hours, later, no response.  Just sent my second follow-up email.  All I want to do is UPGRADE and SPEND MORE MONEY.  At this point, I am looking for an alternative too.  This has seriously dented my confidence in Adobe (which has generally been good -- that's why this is so weird.)

    liz, Adobe Type
    Community Manager
    liz, Adobe TypeCommunity Manager
    Community Manager
    September 26, 2013

    Hello CornbreadFlightisTaken,

    I have just replied to your email, and apologize for any delay in getting back to you.  Please let me know if you continue to have trouble upgrading your account and we will look into it.

    -- liz

    B
    Adobe Employee
    benw525841597154115
    Adobe Employee
    July 9, 2013

    I'm very sorry for the trouble and delay here. I've replied to your email with some instructions that may help solve this issue with IE8:

    http://blog.typekit.com/2013/03/14/the-dangers-of-cross-browser-testing-with-ie9s-browser-modes/

    http://blog.typekit.com/2011/06/27/new-from-typekit-variation-specific-font-family-names-in-ie-6-8/

    If this doesn't solve the issue, I'll need to gather some more information about the network, etc. Please see my email and we'll take it from there.

    Again, sorry for the delay.

    -Ben

    Dov Isaacs
    Dov Isaacs
    Legend
    July 9, 2013

    I have forwarded your message to our Customer Support escalation team. Hopefully, someone will contact you within the next few hours.

              - Dov

    - Dov Isaacs, former Adobe Principal Scientist (April 30, 1990 - May 30, 2021)
    D
    dcgraphicsflAuthor
    Participant
    July 9, 2013

    After the long wait via phone, I was told Typekit was not supported by Adobe Support, that it is owned by another company and the email is the only support for that product. Really?

    Dov Isaacs
    Dov Isaacs
    Legend
    July 9, 2013

    That is absolutely not true. We are working on getting someone to contact you directly!

              - Dov

    - Dov Isaacs, former Adobe Principal Scientist (April 30, 1990 - May 30, 2021)
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