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.
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