As a longtime customer, I was pretty shocked by how bad customer service is.
Scenario: Charge comes through as a PayPal charge for $383.72 for "Authorization to Adobe Systems". Amex ding on the phone, PayPal charge.....
Log into my adobe account and see that the charge isn't for my account. I see that every month we get whacked for our subscription and this is outside the realm. Here is where your customer service needs to start listening better critically think. Human interaction and people skills need to be stepped up.
When I present the case to your customer service, first they give you "empathy" "i understand....blah" Between chatting and screen shots Customer service rep should be able to clearly see that this is something that isn't supposed to be charged to this account. However the only solution (which is the ultimate solution) is to say I'll just cancel that subscription and refund, which is well and good however as a consumer spending money I have a right to know where and what my money was spent on.
But because customer service is not trained to critically, they would not release:
a. The email associated with the charge, when you can clearly see since I've given you full access to my adobe account that it is not an authorized email. This I can almost understand, based on privacy. however;
b. What the charge was for?
So I go to the PayPal charge and all that we see is "Authorized to Adobe Inc."
Does the term "Authorization to Adobe Inc" mean I authorize you to mow my lawn or wreck my car. Point being your charges should have detailed information.
The charge should be clearly marked "Subscription to....." "Renewal of subscription to....."
As a consumer and as a business owner I have a right to know where and why my money is being taken from me. When we bill a customer we would never say, billing for stuff. we provide a detailed charge, as should your company.
The gripe here is please be detailed in your receipts for the money you take from your customers and have your customer service reps trained to critically think. When enough information has been provided to them to prove a customer has been wronged, it should be their duty to make that customer whole. The idea that just throw the money around and everyone will shut up isn't always the best solution.
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