My 6-Week Nightmare With Adobe Support

I am in the midst of a 6-week saga with Adobe Support. Hands down, it’s the worst experience I’ve ever had. I wrote a running commentary on my situation while I was on hold at various points in my last phone conversation with support (and other departments) on January 8. The commentary is included in a letter I sent to Lambert Walsh (apparently the VP of Technical Services at Adobe, at least according to this post on an official Adobe blog) and Tracy Moisan (on Mr. Walsh’s staff) on January 11. I live about 20-30 miles away from Adobe headquarters, so I’m assuming the letter has now been delivered. But I’ve heard nothing from them yet. So I can only assume that no one at Adobe is interested in solving my problem.

The more I think about this, the more I have come to believe that Adobe needs people who:

1) will own their customer’s problems; and,

2) who are empowered to solve their customer’s problems.

No one I have spoken with at Adobe during this nightmare has owned my problem - instead, they want to pass me off to someone else. And no one I have spoken to is empowered to solve my problem. For heaven’s sake, all I need is a 24-digit number. Is there no one at Adobe who is empowered to issue a serial number? Sheesh ....

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