Dear Adobe. I spent 1.5 hours on the phone with your customer support today to find out how I could access my scanner from the new CS5 Photoshop on a new iMac. All support persons were apparently in India or Pakistan, and their accents were so strong I could not understand them. They complained they could not hear me (although I have had no problem with anyone in the U.S. hearing me on my phone.) They requested that I raise my voice to a shout. Neither the original Adobe tech nor his supervisor could solve the very most basic problem, how to access my scanner from Photoshop. They “drove” the computer remotely, re-downloaded drivers I already had over and over, and still could not solve it.
Adobe told me they would get back to me in FIVE DAYS. They also told me it would not be possible for me to speak with any native-English speaker ever anywhere, that all Adobe support was offshore. In desperation I called the Epson people. They also live in foreign lands, perhaps Malaysia, and do not speak in a way that is easy to understand. But after half an hour it was determined by them that with the new imac and CS5 one can only scan through Image Capture. I then had to solve the Image Capture issues I was having on my own, as no one at Epson was able to solve the problem.
The details of the technical fix are not what I am writing about. I finally solved them on my own, after another hour or two searching the web and chatboards. I am writing to ask what kind of company creates brilliant products, sells them for $3,000 + and then lets its customers twist in the wind, wasting hours of their work days trying to solve the most basic problems of how to use the software? All I needed was one reasonably smart, design-savvy professional with a working headset and clear English who knows how and why people USE Adobe Photoshop, and he could have told me in three minutes, don’t even try to access the scanner from Adobe Photoshop, use Image Capture and here is how you fix your save file to Photoshop problem. Done, back to work, happy customer.
Instead I lost most of my afternoon on hold and searching the web. The goodwill you have built with me throughout my career is gone. I feel betrayed and defeated by the corporate monolith that you have become. How long will it take to solve the next problem???? How many hours of my life will I have to spend on hold or shouting into defective headsets to people who can’t understand me and I can’t understand them simply because we don’t speak the same language, they seem to have no idea how the software is used, and they are thousands of miles away?
How is it you can raise prices into the stratosphere and disrespect your customer base with this kind of terrible customer service? There is no place on your Adobe corporate website to log a complaint about customer service, which is why I am resorting to Facebook. Thank you for listening.
Are You Upset At A Business?
Click Here to Submit a Complaint
Customers found this page searching for
- adobe support review
- adobe customer support problems
- adobe customer support reviews
- adobe has horrible customer service
- adobe support is terrible
- how to e-mail and file a complaint to Adobe com customer service
I purchased the Dreamweaver CS5.5 and downloaded it on my Dell computer running Windows XP. A Google search brought up a glitch between Windows XP and Dreamweaver CS5.5 that once downloaded the program can’t run. When you click on the Dreamweaver icon, a fatal error message {c000021a} appears and states ‘the system has been shut down. I uninstalled Dreamweaver and then reinstalled it, and the same thing happened. I called Adobe’s support line, and reached a person with a heavy accent. He was trying to SELL me a two year plan which would not only include my Adobe software support but the kitchen sink, too, for $199.99!!!! He kept repeating that there was nothing wrong with new software so it was my pc that had the problem. I know it was something in the registry, but I am not savvy enough to play around with the registry. Abobe would not assist me unless I paid them – and this was a new program I purchased. Is that customer support? I asked to speak to a supervisor. Another person got on the phone claiming to be a supervisor, again barely understandable. He reiterated what the first guy had said, but the supervisor did a much heavier sales pitch to sell me a $199.99 two-year something-or-other, and would not help be with my problem to bring up Dreamweaver. Bottom line, I was lucky I purchased Dreamweaver from a very reputable company. I called them and explained that Dreamweaver was not compatible with my computer and I was allowed to return it. I have dealt with a lot of other tech companies, most of them outsource, and ALL of them help with the adjustments necessary on a computer to run their programs FOR NO ADDITIONAL FEE. If you know how expensive Dreamweaver is, it is amazing they were trying to ‘get me’ for another $199.99 to fix what I am sure was an extremely minor tweaking needed to make it run on my pc. What a despicable company! This was my first and my last Adobe purchase.