Thank you for choosing Adobe. A
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minute(s) and 43 second(s) or longer as there are 1 customer(s) in line ahead
of you.
You are now chatting with Abrar .
Abrar : Hello. Welcome to Adobe Customer Service.
Abrar : Hello David.
Abrar : May I please have your email address registered with Adobe while I review
your request?
david: You might want to read this http://tinyurl.com/adobeissue
AND know that I have a complaint with the FTC. I have also sent letters to
David Pogue of the NY Times and Walt Mossberg of the WSJ. My article is also
posted on Macsurfer.com
and Digg. It is getting hundreds of hits. Welcome to
the world of a very dissatisfied ex-Adobe customer
david: My email address is XXXXXXX
Abrar : May I know the product which you have purchased?
david: Can you not read the article- Dreamweaver
Web Case Details: XXXXXXX
Abrar : Sure.
Abrar : May I have the order number of the product?
david: XXXXXX
Abrar : Thank you David.
Abrar : I apologize for the inconvenience caused to you.
david: Inconvenience is not the word I would use
david: Fraud, marketing deception, and bait and
switch come to mind
david: It is little wonder Adobe's customer
service rating on Consumerist is only 2.8 out of 10
Abrar : I'll be right with you.
david: I have heard that a few times before
david: In fact you have had my money for over ten
days now and I have had my useless Dreamweaver which I downloaded and which you
now want 7-10 days to process the return. Shall I FTP it back to you?
Abrar : May I place on hold for 2 minutes while I search for your information?
david: Why not?
david: Your computers seem to work fast only when
you are billing people for software that won't work
Abrar : Thank you for being online, I appreciate your patience and time.
Abrar : By reviewing the interaction history, I see that you have requested to return
your Adobe Dreamweaver CS5.
david: Well that is the only option that has been
given me. Otherwise you want more money for a functional product
Abrar : David, I'll go ahead and process your request and help you with the
refund.
david: Actually as I said I would like my money
back yesterday. I am having a hard time understanding how you are able to bill
me in seconds but it takes 7-10 days to process the return of a downloadable
piece of software
Abrar : David, once the return is released. It usually takes 7-10 business days
for the refund to issue to the mode of payment that you have used to purchase
the product.
Abrar : I'll go ahead and release the refund and also follow up the case to
release the refund.
david: Isn't that funny, it took only seconds to
be billed. Any mom and pop store can get a credit back to me in seconds and it
takes Adobe a week. You guys are a joke. I guess I will call AmEx and let them work you over.
david: You have lost a lifelong Adobe customer
who has a very big voice on the web
david: As soon as my wife gets back from
shopping, I will have her check our AmEx account. If
the refund isn't there, I am calling Amex. This chat is being recorded for the
entertainment of my subscribers
Abrar : David, Once the refund is released you can contact your bank in order to
get the refund amount.
david: You might want to pass along this link to
some upper level folks in Adobe, it might be better coming from down in the
ranks than from an executive which will eventually will get it. http://tinyurl.com/adobeissue
Sometimes it is a good thing to be the messenger
Abrar : David, I know, this experience can be disappointing and I apologize for
putting you in a situation like this.
Abrar : David, we are sorry for the inconvenience caused.
Abrar : I'll release the refund for the product and also escalate the case to the
next to release the refund the earliest possible.
david: And I will just have to live with the
memories of all the time I wasted on a product that I used to count on.
david: If my resolution to problems was like what
you are offering me, I would have never lasted six weeks at Apple much less 20
years
Abrar : Please agree to the following statement, I'll go ahead and release the
refund.
Abrar : In order to process your return, you must agree to delete the existing
software from your computer and destroy any existing copies. You may not sell,
transfer, give away, donate or otherwise distribute your existing Adobe product
to anyone else.
Abrar : Do you agree?
david: I told you that I want my money yesterday,
what part of that are you having trouble understanding?
david: As I said I will watch my account, it the
credit isn't there I am calling AmEx. I have already
filed my complaint with the FTC.
Abrar : Since the call got disconnected our agent was unable to release the
refund.
david: That is Federal Trade Commission in case
you haven't heard of them
Abrar : I will go ahead ahead and release the refund for
this product.
Abrar : *I will go ahead and release the refund for this product.
david: And may an Adobe product never darken my
hard drive again
david: At least Microsoft looks great compared to
you guys
Abrar : Thank you for waiting. One moment please.
Abrar : Thanks for staying online, I appreciate your time and patience in this
regard.
Abrar : David, I am sorry to keep you waiting for a long moment.
david: I think it is hilarious that you are
asking me to delete software that won't work
Abrar : David, I have released the refund back to the method of payment that was
used at the time of purchase.
Abrar : You can check with your financial institution for the timeframe for the
refund amount to be reflected in your account.
Abrar : I can certainly understand that, that you're not able to use the software.
david: I was going to ask what continent you're
on, but it is obvious we come from different worlds
Abrar : I would feel the same way if it happened to me.
Abrar : I will not say that I can effectively compensate for you in this regard,
however I would request you to give us an opportunity in future to deliver you
an outstanding customer service.
david: Adobe should be embarrassed about the way
I have been treated. In my 61 years I have never been treated
this poorly by company
Abrar : I know that this has not been a good customer experience for you.
david: Especially one where I spent thousands of dolalrs
david: dollars
Abrar : I can certainly understand that, David. This is one of rare scenarios and
I would really appreciate your time and patience that you understand the issue.
Abrar : That's correct, David.
Abrar : I can assure that this is not the we do business.
Abrar : *way we do business.
Abrar : We are here to help our customers and resolve their issues and I cannot
stop myself saying a big thank you for choosing the Adobe product and
giving an opportunity to serve such a wonderful customer like you.
david: This is the way you do business. Your
online chat rep told me that I could upgrade my software,
I spent the money. She disappeared when it wouldn't
work, and your company is unwilling to stand behind what the rep said. Adobe is
guilty as far as I am concerned and it appears that a lot of people are
agreeing with me. I look forward to making articles on Adobe customer
disservice a big hit on the web
Abrar : This has been a bad customer experience for you, however I hope you will
give us another chance to demonstrate an excellent customer service.
david: I can guarantee that the $104 extra
dollars you would have gotten out of me was not worth it to Adobe
Abrar : I am sorry if I have typed incorrectly, I meant to say this is not the way
we do business.
david: I will never give Adobe another chance at
anything. You know the maxim about one dissatisfied customer telling ten other
people well with me I get to tell thousands about my Adobe experience
david: So far I have seen nothing to say
about Adobe in any of my numerous interactions in the last ten days of having
useless software that I paid for in good faith reside on my computer
david: that is nothing good to say about Adobe
Abrar : David, I am aware of that, this is the reason I request you to give us another
chance to provide you an excellent customer service.
Abrar : We value our customers feedback and it is important to drive us the
satisfaction level.
Abrar : In the meantime, I will sure send your feedback to my higher level
authorities to ensure that this will not be repeated in future.
Abrar : Sorry for the wait. Please do stay online.
Abrar : David, once again I apologize for the inconvenience that this has caused
to you.
Abrar : However, I hope you will give us another chance. I will not say that my apologize may not compensate the inconvenience you have
incurred, but I do hope this will make us to be more careful in future.
david: Good luck but no best wishes to a company
that just wasted ten days of my valuable time
Abrar : Do you have any questions for me today?
david: Nope I am completely done with Adobe. As I
said your products of which I bought full suites will be gone from my computers
as soon as I find replacements
Abrar : Nice chatting with you, David. Have a great day.
david: Adobe products will never, ever darken my
hard drives again
Abrar : I know, this experience can be disappointing and I apologize for putting
you in a situation like this.
Abrar : Is there anything else I can help you with?
Abrar : Thank you for chatting. Good-bye.