That Letter from Lambert Walsh, VP, Technical Services

Too bad they aren't including Jive "snake oil" Software in that letter...

Several months ago, somewhere in these vast forums, somone posted that Adobe was in the middle of re-doing customer service. I think it was maybe 4 months ago? So the process that generated this letter is over 4 months old. 

Maybe finally Adobe is waking up and understanding what damage their technical/customer service is causing them. Of course, they will continue to outsource it (which is what "a new global service provider" really means) and don't seem to consider implementing an in-house CS/TS department.

Still, at least they're acknowleding the problem...

Here's the job description of the author of this document (from http://www.zoominfo.com/people/Moisan_Tracy_1307399597.aspx) :

About Tracy Moisan: As director of services product management at Adobe Systems, Tracy Moisan helps define service and support strategies that maximize revenue and meet the needs of customers, developers, and partners.Tracy also leads marketing and communication practices focused on customer acquisition and retention.

John Joslin wrote: I notice that Lambert Walsh, VP, Technical Services doesn't give his own contact details but at least it shows some kind of awareness.

The letter also doesn't carry a date, but the document properties show that it was created 2009-08-27.  (Just in case anybody was wondering.)

The link to that letter should be displayed in every major product forum.

Am I the only one here to think "What letter"? If not, here it is:

http://www.adobe.com/support/pdfs/open_letter_to_adobe_customers.pdf

That file's properties are pretty revealing.

Noel