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R
rodneyb56060189
Legend
July 15, 2019

no.

If you have a problem there are a lot of nice people here with a lot of experience with the software and hardware issues, etc.. so just post what's wrong and maybe someone can help. It is a 'user to user' forum, with no link to adobe as a 'corporation' … it is totally separate from the people who make the programs.

T
taniab31176732Author
Participant
July 15, 2019

Hi. Thank you for responding. It's not even a software or hardware problem. My boss has a new laptop. I want to install his version (bought and paid for, not on a subscription) of Adobe Acrobat Professional XI onto his new laptop. I spoke to Adobe as I couldn't see how to download it, they sent me a link, I did the necessary then I got a message to tell me that the serial number has been revoked. I have e-mailed customer service three times to ask why this is so and have been ignored. I don't have time to make a call which can last up to an hour (the last one, where all I needed was the download link lasted @ 40 minutes: I was told that he doesn't have an Adobe account, that I don't have an adobe account, that our company doesn't exist to them then hey presto, they found all of us!). It was also so difficult to get across what my problem was, the customer service rep had such a strong accent and couldn't understand much of what I was saying, even when I spelt things out. I

R
rodneyb56060189
Legend
July 15, 2019

I get the impression that you got your link eventually to install the program and use your serial number and get it 'validated' etc... so it now works OK.

I'm happy you got it done.

The outsourced IT situation re: customer service and help is necessarily a HUGE undertaking, sometimes outsourced to people who live in different countries with different FIRST language than English. I am so dumb I can't speak anything but English, but there are a lot of people in world who grew up speaking a different language and 'learned' English as a second language. That accounts of the accents.

Those employees of IT company sit at a little desk with a computer thing and headset on and respond to THOUSANDS of calls per day. It is necessary that they have a LIST of things to ask ( like an outline of things to cover with each caller ) .. and those answers the customer gives goes into a database that is designed to direct the problem to the correct ' department'. It's like a complex system of routing in order to best help people who call or chat or complain or whatever.

You have probably called for customer service where you get a recorded message and you make 'choices' during that process ?

This is the same type thing but with real humans who are trying to help you, according to the format and rules they have to go through the process of directing your problem to the correct people.

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