So yesterday I bought an upgrade for Fireworks CS4 but when I went to install it today I realised that my Fireworks 8 is actually part of the Studio 8 Suite, not a stand alone version, so the serial number doesn't work for upgrading. So... I have to by an upgrade for Studio 8 instead, and upgrade Fireworks, Flash, Dreamweaver - the lot - to get Fireworks CS4, or just buy Fireworks CS4 Full version. This is a pain, but that's not the problem. The problem is I have to wait 2 weeks to get my money back on the Fireworks upgrade, because they have to process the refund and I have to sign a desturction of software letter, even though I'm going to buy the exact same software as part of a package for 3 times the money I hoped I would have to spend in the first place! I mean, what kind of chicken shit outfit are they running there? Can't they just cancel my order at the same time as ordering the new product over the phone and just send me the new serial number. If I bought Office Home Edition from PC World I'm pretty sure they would just swap it right away if I said I wanted the more expensive Professional version instead that costs three times more the very next day. The customer services guy at Adobe even said to me they've had loads of complaints about the long wait for refunds on mistaken purchases, then went away to see if I could get my refund quicker than two weeks - he came back a few minutes later and said "just for you sir, we'll try and do it in 12 days". Oh my God. I know I could just buy the full package now and wait for my refund, but I hate the idea of paying for the same thing twice before I get my money back on the first one. Imagine going to a car dealership and buying a Chrysler then going back the next day and saying you made a mistake, you'd rather have the Porsche 911 instead - and they turn round and say, okay buy the Porsche and fill out this form to get your money back on the Chrysler in about two weeks. You'd tell them to stick it up their ass!
Yeah, Macromedia was a lot friendlier and customer oriented. When I bought Studio 8 on disk and phoned them and asked if I could get a temporary serial emailed to me (the trial had run out) so I could still use it while I was waiting for the post, they just emailed me a number to use there and then as I was still on the phone! I can't see Adobe ever been that nice, they treat their customers like they're all potential scammers - even when, like me, they've spent thousands on their products already.
yeh, you will find people everywhere have issues with Adobe's customer support staff. They need to address this. The sales reps you meet are always nice enough, and the free show bags are always good, but better customer support please!
I've read great reviews of all the CS4 products. It's a huge upgrade, so once your situation works out you will have the best software. ~~~~~~~~~~~~~~~ Nice logo, I liked Macromedia also.
I too have had some issues with Adobes customer services recently. They do need to sort it out to be honest (poorly paid staff maybe?) but they do make great apps
it sounds like the guy did everything within his power to help you. He tried to expedite it for you, and he certainly didn't have to do that. Although the situation here isn't the greatest, I don't see this as an example of BAD customer service, they aren't doing anything irrational and they aren't refusing to help you. While it may not be paradise, and it may not be the absolute greatest it could be - Adobe's software makes up a LARGE percentage of the pirate software world and no amount of good faith will stop that from happening. I can see why a copmany in their position who loses hundreds of thousands of dollars every year to piracy would be more than justified to have an even more restrictive policy regarding these things - so remember that it's already very good. Yes you wanted it faster and better, but lets check the facts. -You were trying to upgrade a product you bought at a reduced price (in a suite). -They offer suite upgrades, but you wanted to upgrade a single product. -You purchased the upgrade, which actually skips versions because there is a CS3 (they don't have to extend the upgrade past more than one release you know) -You realize you made an error and contacted them -They allow you to return software for full price (a lot of software sales are final sales only, because of the nature of software piracy and the damage it does) -When faced with your disappointment, the representative did everything within his power to expedite your process, and managed to knock a couple or a few days off of the process Well then, that sounds pretty decent to me! You're getting your product, you're getting put at the front of the line, and when all is said and done, they bent over backwards to help you out. Sounds like Adobe has great service and you're too poisoned by your situation to see it, which is a shame. My experience with them has been great and I've had the issue of ordering products that haven't been delivered (and again, how do they know sitting where they are that I'm not trying to rip them off like so many other people do)
Yeah, the software is great. I have no complaints there whatsoever. I'm not even saying the individual I spoke to was terrible, just the process I have to go through to give one product back in exchange for another, almost identical product.
I've never had to go to Adobe customer Services, I download everything I want. Though innovati does make some good points, just because you don't have what you want straight away you expect them to cut corners to get what you want done, they probably have many other cases just like yours, if they dont cut corners for them why should they for you? If they did it'd take alot longer for them to get things done thats for sure.
Which is better? Good product, but lacking customer service or Bad product, with a good customer service ? I'll pick the first one in any way.
Well that doesn't really make much sense. Obviously a good product is important, but if the customer service was the best then it would have to follow that they listen to their customers, which would mean they also have a good product. You can't really have good customer service and a bad product, the two clash. P.S. For Adobe, I should have titled this thread 'Adobe Customer Services Policies very bad', the actual customer services representative wasn't bad at all, he agreed with me.