1. The representatives are very kind, but are poorly trained, requiring exceptional wait and hold times.
2. Most representatives have great difficulty distinguishing common names, consonants and vowels without significant assistance; often requiring the repetition of basic information causing significant delays and upping frustration levels.
3. The representatives are NOT good active listeners. Often my experience requires repeating the initial problem statement several times. In addition, when I am asked to provide data, I am interrupted with follow up questions prior to completing the initial request for data. When the data is finally provided, I then have to repeat how the information must be organized regardless of the fact that I provided it in the order requested, which seems like the reps take disorganized notes.
4. In my most recent encounter with Adobe, I was calling about a double-billing issue, which took two phone calls and 53 unrecoverable minutes of my life to recieve a partial refund for the amounts I was double-billed for a monthly CC subscription I have. Regardless of the fact that the conditions that allowed for the refund for 3 mos I was double-billed, existed for 4 months, I was only credited for three.
5. I consider calling ADOBE for any customer service issue such a painful and inexplicably low quality experience that I would rather lose the fourth month than continue to invest my invaluable life-force on such a terrible customer apparatus.
-Juan Lopez
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