Adobe Customer Service had drastically deteriorated in the past few years.

New Here ,
Dec 13, 2013

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I have worked in IT for more than 25 years. In  this period I have seen Adobe's customer service deteriorate dramtically. Technology it is now made it possible to have tech support and customer service agents any place in world, which usually means the lowest cost countries, such as India. This may help the bottom line for Adobe. However, it makes live very difficult for us IT professionals. We waste hundreds of hours a year dealing with issues, which used to take minutes to resolve. Now we get " sorry for the inconvenience". You will receive a reply on 4 to 5 days.

On November 30th of this year, becuase of an "upgrade" for my Acroba 9, my acrobat Livecycle suddenly stopped working. I decided to bite the bullet and spend nearly $200 to upgarde to acrobat XI, thinking that this would resolve my problem with Acrobat 9 and LiveCyle. Big mistake. To my utter surprise, LiveCyle does not come bundled with Acrobat XI. Doing a little research on the Aodbe Community website I found that I could apply for a free upgrade for LiveCyle ES4. I completed and submitted the form on November 30th. I have now spent many hours in chat sessions with customer service agents in India, each telling me that they are very sorry and that the problem will be resloved soon. I even received a call from a very pleasant supervisor in India, who confirm that the serial number for my free upgrade to ES4 would be dealt with quickly. Well,  more than 2 weeks later, still no serial number.

Adobe, you need to return your customer service to the US or Canada. As the Director for IT for my firm, I am agressively searching for a product which will replace our Acrobat desktop product. What Adobe doesn't know it that I am also an IT consultant and belong to a group of IT specialist with more than 150 member firms and several thousand users. To the Execs at Adobe, remember Blackberry!

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Adobe Customer Service had drastically deteriorated in the past few years.

New Here ,
Dec 13, 2013

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I have worked in IT for more than 25 years. In  this period I have seen Adobe's customer service deteriorate dramtically. Technology it is now made it possible to have tech support and customer service agents any place in world, which usually means the lowest cost countries, such as India. This may help the bottom line for Adobe. However, it makes live very difficult for us IT professionals. We waste hundreds of hours a year dealing with issues, which used to take minutes to resolve. Now we get " sorry for the inconvenience". You will receive a reply on 4 to 5 days.

On November 30th of this year, becuase of an "upgrade" for my Acroba 9, my acrobat Livecycle suddenly stopped working. I decided to bite the bullet and spend nearly $200 to upgarde to acrobat XI, thinking that this would resolve my problem with Acrobat 9 and LiveCyle. Big mistake. To my utter surprise, LiveCyle does not come bundled with Acrobat XI. Doing a little research on the Aodbe Community website I found that I could apply for a free upgrade for LiveCyle ES4. I completed and submitted the form on November 30th. I have now spent many hours in chat sessions with customer service agents in India, each telling me that they are very sorry and that the problem will be resloved soon. I even received a call from a very pleasant supervisor in India, who confirm that the serial number for my free upgrade to ES4 would be dealt with quickly. Well,  more than 2 weeks later, still no serial number.

Adobe, you need to return your customer service to the US or Canada. As the Director for IT for my firm, I am agressively searching for a product which will replace our Acrobat desktop product. What Adobe doesn't know it that I am also an IT consultant and belong to a group of IT specialist with more than 150 member firms and several thousand users. To the Execs at Adobe, remember Blackberry!

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Dec 13, 2013 0
Most Valuable Participant ,
Dec 14, 2013

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Yours has been a recurrent complaint in this forum. Unfortunately, this is a user to user forum, not a way of addressing Adobe. And we fellow users cannot do anything to change Adobe's policies.

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Dec 14, 2013 0
New Here ,
Dec 14, 2013

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Thank you Claudio. I appreciate your comments. I posted the above comments out of total frustration. I have wasted hours, which do not have to waste, on this very basic issue. The main purpose of my post was for other users to be extra careful when upgrading their current Adobe products. They may get far less than they paid for.  Thank you for reading and responding to my rant

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Dec 14, 2013 0
Mentor ,
Dec 14, 2013

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We/They do this because there is not a venue to file such complaints. The yahoo's at Adobe that could if there was such

  1. Don't care
  2. more interested keeping all the money they can rather than Prividing better service
  3. or are too dumb to to know anything about it.

So We/They have no choice.  I think it’s a combination of all 3.

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Dec 14, 2013 0
LEGEND ,
Dec 14, 2013

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I suggest a nicely written letter to the CEO at

Corporate headquarters

Adobe Systems Incorporated

345 Park Avenue
San Jose, CA 95110-2704

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Dec 14, 2013 0
Mentor ,
Dec 14, 2013

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Now That Might help. And if he could enlist others that are having issues not being fixed. Maybe if he go 400-500 letters might jog him to do something.

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Dec 14, 2013 0