***Prospective new users be forewarned***
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The following letter was sent registered and received by Adobe on 3-9-18.
I'm sorry to advise that this letter and a second one received at Adobe on 3-28-18...
...along with 8 calls all to Adobe's Exec. VP of Customer & Employee Experience
ALL WENT UN-ANSWERED
And that excludes over 100 communications with the Adobe Sign folks!
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Ms. Donna Morris
Executive Vice President
of Customer & Employee Experience,
Adobe Systems Incorporated
345 Park Avenue
San Jose, California 95110
Dear Ms. Morris,
I’m writing you after our near heroic efforts with the Adobe Sign product and support folks, and reaching weeks ago a point of diminishing returns.
The Adobe Sign staff clearly have an expectation that no matter what the customer experience we have an un-breakable obligation to somehow make the product work despite problems, poor service, and having NEVER achieved the intended successful installation.
Our many requests to terminate the agreement in accordance to it’s warranty have been responded to every time with the implicit assumption that nothing is wrong.
Would you intervene to end the madness for us?
After months of an increasingly negative experience we can’t imagine that anyone at Adobe would think that the best thing to do it to force us to pay for a product we’ve not been able to implement after making a more than reasonable effort to do so. We simply can’t afford to invest any more time.
Attachments:
- EMail message dated 3-7-2018 subject: “Adobe Sign Agreement for (our local client)…” (5 pages)
- EMail attachment #1 Adobe Sign Sales Order (2017v3) (3 pages)
- EMail attachment memo dated 3-7-2018 subject: “Adobe Sign Communications Log” (52 pages with 111 entries)
Sincerely,
Ronald J. Ellis
Cc: our local client
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UPDATE 4-2-2018
We finally got the Adobe Sign manager to refer our request to another manager and today after literally over 111 communications we finally go the agreement terminated. I remain in shock at the poor Adobe service literally from bottom to top...
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