Tuesday, June 25, 2013

Adobe's Alien Invasion Continues Not on all Cylinders

Where is the Weak Link? Dammit!

Just to preface this, I am trying to stay positive as hell regarding Adobe and their Alien Tactics. But it is getting a bit old... rewind.... Just to preface this, I am trying to stay positive as hell regarding Adobe and their Alien Tactics. But it is getting a bit old... rewind...

That is how the average user feels when they try to contact Adobe's support, whether it be through online chat or via telephone. In a nutshell, Adobe's customer service/support is going awry and to put it bluntly, royally sucks.

I know. I know. I promoted the positive side of the Creative Cloud in the last video, but that did not cover the "what if something goes wrong with the installation or launching of app" issue.

To be honest, I had a couple of issues with Photoshop CC initially. Then with Premiere Pro. And yes. Both of those issues were resolved fairly quickly. But the pattern continues... Now it is with Dreamweaver.

Hey! I Really Mean No Harm

Yes, we are now running at about a 25% "oops, this Sh^t ain't workin' right". I am sure that this will all be resolved soon, but in the mean time, and for those that are impatient... well. Adobe's take is very laid back and we don't give a Sh^t at this point. They lack in any sense of customer service that makes any sense. It seems they had "How to say you're sorry class 101" for all their employees. But that phrase does not a problem solve.

It is so bad, that their peeps can't even do simple telephone transfers anymore. I was on hold for about 20 minutes after being told in the chat session that this problem was beyond them and that I needed to talk to the "real" tech support people. Come again? The "real"???? what???

So as a loyalist, I called. By the way a number that is nowhere to be found on Adobe's ginormous site. Was on hold as I said... then after going through the whole verification of me being a valid CC subscriber, and having stated my case, the fellow with a strong accent told me that he will have to put me through and connect me to technical support. What? I thought this was technical support!

So he politely asked if he could put me on hold while he connects me to the proper people. I agreed. Several minutes went by. He got back on the line and said "Okay, I am going to connect you now." Remember, this was about half an hour in now...

"Thank you for calling Adobe. Our office hours are from... blah blah blah... Please call back during these hours.'

End Game

At this point I am fantasizing about having the CEO of Adobe in my office, tied to a chair and making him experience the total crap his people are doing. Yes. It's a fantasy that I am sure many have had.

But this simple fact about lousy customer service is starting to nibble away at the giant. And it is unfortunate. You see, Adobe can not use the excuse of "growing pains" at this point. They are too old and experienced for this even happen. It shouldn't period! But the money people are on this simple issue already. And by money people I mean the investment community. You know. Those guys on Wall Street.

They are publishing some not so nice headlines:

It's Time to Go Sour on This Software Company

The Motley Fool Blog Network

Seeking Alpha

The Motley Fool Blog Network

and on a more positive note and perhaps a bit optimistic. Hey! 1 out of 4 ain't bad. Right?:

Adobe Systems: A Huge Upside in Creative Cloud

The Motley Fool Blog Network

As a side note. I am still very optimistic that all will work out eventually. I remember the same issues when CS 5 came about. Troublesome installations, apps crashing etc.. But man, they better get their act together quickly. It is frustrating to say the least.

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