return request comment

I simply erroneously purchased a DUPLICATE  copy of your software on your web site, and requested a refund for the duplicate copy.

Adobe cannot make returns in a good faith and timely fashion.  I have sent 5 copies of letters of software destruction with requests for a return via two web portals and fax, and have not received a single email or phone call confirming receipt of the letters, and every time I call adobe customer support i am advised to call back in a week to see if the return has been processed.  It has been 3 weeks, and my credit card bill is due.

At this point I am forced to request that my bank cancel my payment to adobe due to your inadequate return process.

Here are full details of my experience with Adobe Customer support:

I requested a refund of software when I mistakenly purchased a duplicate copy of your software.

1.  Requested refund at this URL:  https://store1.adobe.com/cfusion/store/html/index.cfm?store=OLS-US&event=displayOrderDetail&orderNumber=AD002374087

2.  I was never contacted via email or phone to confirm that the response had been received.
3.  A response with a request for further information from me was posted on a web page different from the one that  where I had requested the return (see #1, above)
4.  I called adobe customer support approximately 6/7 to inquire about the status of my return request.
5.  I was instructed to complete and fax or email a letter of software distruction.  No mention of the customer support portal.
6.  Faxed letter of letter of software destruction to 1800 955 1610 6/14/2008
7.  Sending fax machine confirmed successful transmission of the fax.
8.  Called adobe customer support, 800-833-6687 asking confirmation of letter received
9.  told fax was delivered to a separate dept. from customer service and receipt could not be confirmed
6.  I found a message waiting for me at a separate web page I didn't know existed, the customer support portal:  https://www.adobe.com/cfusion/support/index.cf
7. 6/18. Sent a message with an attached copy of the the same LOSD to the customer support portal (see 6, above)
8.  No confirmation of receipt of the letter was ever received, nor did the letter appear in the case notes
9.  6/21 corresponded with Jun Jun via Adobe's chat portal at sales.liveperson.net .  Was advised that letter had not been received and again that receipt of the letter could not be confirmed
11. 6/21: asked  how long it normally took to process return requests.  answer:  1 week.
12.  6/21, sent fourth and fifth copies of letters.  within minutes jun jun confirmed receipt of letter, said that matter had been escalated to a supervisor and asked me again to wait a week for processing of return.