On hold for 3 hours and still waiting

I write this email because I have been trapped at my desk for 3 hours on hold waiting for support.

I understand you can not handle all the support requests...HIRE MORE PEOPLE.

In my business making the customer wait on me for 3 hours NEVER works.

Is this the cost of doing business? Only if your business is with adobe then perhaps it is to be considered standard.

there are lots of people out of work so hiring is not the issues.

Make your money off of sales...not off of making your customers wait for hours for your single tech support staff person in india or I promiss you sales will go down starting with me.

I buy adobe to help my business stay afloat but when I can not get my product and sit on hold for 3 hours + you are hurting my business.

Why would I give you money to hurt my business?

Your sales department tells me they have no influence with the main office and that I should click on a comment link which has nothing to do with letting people know how pissed off I am but rather about product feedback and web feedback.

Some day I will get what I paid for 3 weeks ago but I fully expect to sit on hold for 5 more hours before I get it. So, my $200 dollors in software will end up costing well over $1000 dollars in wasted time. Adobe for the lose.

GREAT, the music I have been listening to for the last 3 hours just cut to dial tone. I am left with no choice but to start ALL OVER AGAIN.

I am so very angry.

based on the lip service I have gotten so far I do not think any adobe staff will read this or care.

Very polite and totally useless.

On hold for 3 hours and still waiting

I've been on hold for over 3 hours today and almost 8 hours this week. I just leave the phone on speaker and work. It's completely unacceptable. My serial number has been locked out by a HDD crash and my software is unsuable due to their NAZI style activation. This is what I get for paying for the software, if I downloaded it I'd be working in the program right now instead of staying on hold for 10 hours.

On hold for 3 hours and still waiting

Waited on hold for another 2.5 hours today, still no answer. Seriously adobe?

I was able to talk to the tech support guy after about 45 minutes today until he transferred me to customer support. Now I'm back on hold for over 2 hours! This is the WORST customer support I've ever experienced. The tech support guy assured me he will connect me direct to customer support and that I won't be waiting on hold. Yeah right..

I've sent out multiple emails over the past week without a single response, and tried waiting on hold but it never connects.

I can't believe how bad your system is.

Forget it. Don't even bother to frustrate yourself. If you can at all help it, and do without upgrades, or better yet switch to a different product, don't order anything else from them until you see satisfied customers in these posts. If you have any pending orders, refuse delivery and decline charges to the credit card. Very simple. Customers leave, revenues dive, stock prices hit the dirt, somebody will then start reading these posts and maybe do something. I ordered a suite upgrade Fri afternoon. Called today to confirm the order before it was shipped. THEY WANT TO KNOWINGLY SHIP ME THE WRONG PRODUCT, THEN JUMP THROUGH 2500 HOOPS TO GET MY MONEY BACK. Forget it. I called credit card company. They said once the charges post, they will decline payment due to ''inferior product''. It's that simple. If they send you the wrong stuff, or you can't get support on something you've just ordered, bin it, decline charges. Much simpler than filling out all these letters of destruction, calling, getting put on hold for 5 hours, screw that. I have no time for these idiots.

3 hours? You're lucky. Over the past week and 3 days I have spent nearly 24 working day hours either on hold listening to that crap music (Most of the time) or speaking to several pleasant and overtly polite Asian Indians who have not resolved a simple, for them, but impossible for me, my perception, problem. Promises of being contacted in 24 hours should be seen as false advertising and pursued as such. This is not the only forum that has screams of pain regarding the non existing Customer Support at Adobe. Google Adobe Customer Support and read the entries. You might like to contact some of the newpaper reports or stories on adobe and tell them about this disgusting situation. An Australian paper is following up with |Adobe today after I wrote in a follow up to one of their stories. Write to the Mercury News in San Jose. Write to O'Reilly. Write to the San Francisco Chronicle.

The Moderators obviously don't read these entries or if they did they are too embarrassed to respond.The biggest problem is that they make great programmes and are brilliantly innovative; To the extent that with Acrobat and the ubiquity of Flash in all its forms they now have a 'Microsoft-Like' stranglehold on companies, corporations and, of course schlocky individuals such as myself. You must wonder why their profits are down by 47%. Economic crisis? The crisis is within the company. The one thing that keeps customers going back to any company of any description, retail or manufacturing is the way they interract with their clients. Even if the product is average. Their, Adobe's, products are not average but their Customer support is undoubtedly the very worst I have ever experienced in 20 odd years of working online.

If you want Adobe to survive, keep complaining. Then maybe someone will listen and understand that you can't hide behind a computer forever. At some point you have to deal with a human being. One to one. And you keep your customers bvecause you help them when they have spent more than enough money to get a product which they can't use because they can't get any help.