Sure you may get a friendly voice now and then, but they are utterly helpless.
Let me tell you my story…
Here’s how it all started. I needed InDesign 2.0 to work on some files for a client of mine… Figuring it was time for an upgrade anyways, I went online and purchased it…. er – uh tried to purchase it.
It seems CS 2.0 was not available, but 2.3 would be available in about a month. but I could pre-order it and in the meantime download the 30-day demo.
So…
I pre-ordered Creative Suite 2.3… It was supposed to become available Nov. 8, which it did, just barely, very close to midnight. By this time my InDesign & Illustrator demo has expired… I continued saving my files in 2.x standard, because after all, I’ll have it November 8.
November 8th comes, I downloaded all of the files, a few thousand megs, and started the installation process.
When it prompted me for a serial number, I type it in… “Not A Valid Serial Number”.
Huh?
Oh, I must need my previous SN because it’s an upgrade, right? wrong?
Okay, still not working, I’ll call customer service, they’ll straighten this whole thing out in a minute…
That’s where my pain started.
I sat on hold, then I sat on hold some more, then I was connected, then transferred to another department… on hold more, and then… disconnected.
Okay, now I’m worried. I jump on line to customer service… I go in circles around the website. Everytime I click on anything of interest to my case, I end up literally back where I started. I miraculously find a link to create a web case. So, I open a web case… I Type out my problem, and am told that the target solution time is 24 hours. Okay great! I jot down my case number and go on with my life.
Many hours later, I goto check on my Web Case… Only I CAN’T FIND IT!
There are no links in the support menu, no place to search case numbers, it’s not under my account! It seems that the web case option only appears if the stars align, and you jump through a few hoops!
So I take my case number and call customer service again. I think this time I’ll get right through, because, after all, now I’ve got a case number. I follow the phone menu prompts and enter my case number. “Case number not recognized… please hold”… Which I did for about 20 minutes. Finally a voice! All my problems will be solved!
Here’s kind of how it went…
“Hello Can I get your name… number… customer number…. address… social security number….”
“Case number?… Our web case numbers don’t work with our phone system, I’ll get you a new case number, and a customer number”
(numbers are exchanged)
“What can i do for you today? Oh, no problem, I can send your serial number *again*”
again? huh?
“Still not working huh? Okay, I’ll put you through to someone who can get you reserialized”
(sounds sort of orwellian, don’t you think).
We go through the rounds again, I give the new person, my case number and customer service number… Then I explain my whole story again (which apparently is not in my case yet!?).
“Hello Can I get your name… number… customer number…. address… social security number….”
“Okay, Here is your adobe acrobat serial number…”
(I read it off to her, as I already have that one and it’s working fine)
“Here is your dreamweaver number…”
(same thing, already have dreamweaver number, it’s working fine)
“Well, what number do you need then?… Creative Suite, I’ll have to send you to someone who can do that… hold please”
At this point I manage to remain hopeful. I still think that the next person will rattle off a number and I’ll be back in business….
“Hello Can I get your name… number… customer number…. address… social security number….”
“What can I help you with today”
I explain yet again…
“Sir, this appears to be a recognized problem, we are working on it and we’ll email you a new number a soon as we have the problem solved”
“No I can’t tell you exactly when, but we are working on it. In the meantime let me give you your case number and customer number”
I take my numbers again, and hand up.
My blood is boiling. I’ve waisted the better part of a day trying to get through to someone. It’s a recognized problem. Send me an email, call me, post it on your website, let me know so I don’t spin my wheels all day trying to get a number!
Okay, Day 2…
Search through my browser history, to find the Customer Support Portal (as browsing through my history is the only way to find what your need quickly on the adobe website)… No answer yet on line. No email yet either. I’m going to call again, and see if they’ve got an answer as to when this will be fixed….
I call Customer Service, enter my latest phone case number and again the automated voice says “Case number not recognized… please hold” ARRRGHGGGGGHHHHHHHHHHHHHHHHHH!!!!
I hang up, redial and enter my customer number… miraculously it’s recognized. Then I sit on hold again 10-20-30 minutes later, a voice.
“Hello Can I get your name… number… customer number…. address… social security number….”
“Thank you for verifying that information what can I help you with today?”
I offer my case number, nobody seems to want it. I explain my problem again, explain that it’s now a known issue… all I really want now is a date of when I can get a serial number.
“Okay let me see what I can do…”
“Okay, Shawn, I’ve got someone here who can help you… please hang on the line for them okay…”
“Hello Can I get your name… number… customer number…. address… social security number….”
“Thank you for verifying that information what can I help you with today?”
“Serial number? You didn’t get one? Oh It’s not valid?”
“Let me go see what I can find out…”
“It seems this is a recognized problem, and we are working on it…”
“No I can’t tell you when you’ll get it, I can only tell you that we’re working on it”
“Thank you for choosing Adobe”
WHAT CHOICE DO I HAVE!?
Has anyone else experience this from Adobe?