Horrific Customer Service Experience - Does Adobe Care

Location: Other, Falls Church, VA
Industry: Technology
Annoyed By: Adobe

I have been a loyal Adobe customer for 10 years. In good faith, I attempted to upgrade from CS3 to CS4. I checked my upgrade eligibility, and everything looked good. Then, when I tried to install CS4, it didn't recognize my CS3 serial #. Why? Apparently because it was from Windows, and I was switching to Mac. Not that the Adobe website bothered to provide any clear warnings that switching from one OS to another required jumping through additional hoops at Adobe.

Anyway, I called Customer Service and got a CSR in India with a difficult accent and a bad script. In the course of the conversation, I learned that I could not upgrade - oh wait, that I COULD upgrade, if I just called sales on Monday. The CSR couldn't give me the price for upgrading to a new OS - but when pressed, she assured me that it wouldn't cost anything extra than what I had just paid. And of course, if I wanted a refund for the product I just purchased - thanks to Adobe's failure to provide clear instructions on its website - then I'd have to fill out some sort of letter, the name of which I couldn't understand because the accent of the CSR was incomprehensible.

When I asked the CSR if she could just email me instructions, she said no. Then she said yes. Then she said some other office would email me instructions (which I still have not received). And to be sure to call sales.

God help me if sales is offshored to some equally incomprehensible accent.

I have already wasted a good amount of time and energy on this. And the truth is: I have absolutely no sense that Adobe even cares. They're big. We're small. They can do whatever they want. They can walk all over good loyal customers because they have good products. They don't have to care about word of mouth. They don't have to care about us.

All I want is my upgrade. I did not want this drama or this frustration or having to run around getting a refund... and all while I'm recuperating from an injury that limits my mobility.

What Adobe should do:

1) Provide CLEAR INSTRUCTIONS ON THE ADOBE WEBSITE regarding upgrades. If someone clicks on a Mac upgrade, don't just say they're eligible if they have CS3. Say that they're eligible if they have CS3 on a Mac. And tell them clearly that if they want to switch OS, please contact sales. I mean, is it REALLY THAT HARD to make the system usable?

2) Adobe makes enough money to bring its contact center back into the US. Stop trying to cut corners with bad, incomprehensible, offshored service.

Snapdollars is a waste of time

Location: Alberta, Calgary
Industry: Other
Annoyed By: the support people

I am not sure if any of you are aware of a site called snapdollars dot com but they pay you to read emails and for signing up for offers. I have been a part of this site for over a year. I completed an offer, and never got credit for it, so I opened a support ticket. I was finally credited but this took a while to show up on my account page. When I opened the support ticket and asked how long this would take, my question was not answered instead "Jen" kept writing that it was credited to my account, but was not showing on my account page. I checked the next day and it was there. Now when you request a payout, you can get a cheque or have funds transferred to a bingo web site. I chose the bingo site as I love to play bingo online. After making my request I waited and still no funds into my bingo account. Again I had to open a support ticket and asked how long it took to get the funds into my bingo account. The same person "Jen" replied and told me cheques were issued on the 25th of the month. Now I am really steamed by this point as it is obvious that this "Jen" can't or doesn't even read the questions. The customer service on this site is PATHETIC!! I sent an email to them telling them that I was not impressed with their service and the problems I had. I still haven't received a reply from them at all. What a waste of time, and they are slower than the second coming of christ! I wouldn't recommend this site to my worst enemy!

Ink Daddy is a no good daddy!!!!!!!!

Location: Northwest Territories, Los Angeles
Industry: Other
Annoyed By: Ink Daddy

On May 13, 2009 I placed an order for ink cartridges for my Epson printer. I ordered a three pack in cyan, yellow, and red for $29.99, and one black for $12.99. My order totaled $42.98, less shipping. When I installed the cartridges, my computer gave me an error message saying that the cartridges were not compatible with my printer. Now, the cartridges LOOKED like Epson cartridges; they had the name on them, but no matter what I did, I could not get them to work. So, I called Ink Daddy for assistance. I kept getting their voicemail. I left 6 messages. I emailed them a total of 6 times. I did receive one email back, asking me what kind of printer I had. Since then, I have not had any contact from them. I decided to return the cartridges to them with delivery confirmation. I went to their website, which is now
mysteriously "under construction". All their phone numbers are disconnected. I have yet to recevive a refund of my money. DO NOT DO BUSINESS WITH INK DADDY!!! their addresses are: 4825 Davis Lane, Austin, TX 78749, 1437 Highland Drive #205, San Marcos, TX 78666

ever been called rude, childish, and told to grow up by customer service rep!?

Location: Other, Sarasota, FL
Industry: Other
Annoyed By: Ken

The reason for my review is this quoted email I received from CUSTOMER SERVICE of OMEGA DISTRIBUTORS regarding my Omega 8006 purchase/refund:

"C,

Thank you for your email! We spoke on the phone yesterday about the companies efforts to make the back order system better for future customers yet you still run around spreading bad news. This doesn't make any sense and we as a company are shocked you would be so childish and so rude. Grow up!!!

Ken"

-------------------------
A little background: I was in the market for a brand new juicer, and willing to spend the $$ on a good one. I finally found the Omega 8006 and it was love at first sight. I thoroughly did my research for 3 weeks before buckling and forking over the cash.

When I did, I found http://www.omega8006ju... which had the best deal of free shipping (the juicer is 10+ lbs) and no tax @ $299. I was DELIGHTED. I immediately placed my order, and was even further impressed by the quick response time I received an email with an invoice. My bank account was also immediately debited, and I thought I was well on my way to receiving a new juicer in about a week or so.

Here's the twist:

After a few days of not hearing about shipment, I was concerned with the holiday approaching that I wasn't going to be available to receive my package! So I call up Omega Distributors and they tell me it's backordered until July 14, 2009 (this was yesterday June 30, 2009). On the phone, they say we'll make a note to tell the company to notify future customers. This left me very unsettled.

So they took my money AND didn't notify me that my wait time just increased by another 2 weeks, nor were they GOING to notify me.

So I proceeded to write an email to customer service detailing everything I just discussed and asking for a full refund. I also continue to tell them that if I had been notified about the backorder up front, I would've been fine waiting the additional time. I provide them with an article: "The Psychology of Waiting Lines" by David Maister http://davidmaister.co... which we covered in my Operations Management MBA class.

And finally I tell them that not only did they lose a sale, but also statistically, I will tell at least 10 people of the bad experience I had, simply because I was not notified. So far I had told 6 after knowing about the backorder for 5 hours.

And the opening quoted email was the response I received. Needless to say, I found my juicer elsewhere

Why Oh Why did I change to Rogers !

Location: Ontario, Toronto
Industry: Telecom
Annoyed By: Rogers

This is my FIRST day with Rogers. I just signed up for phone/internet/tv and already regret my decision to leave Bell. I noticed my internet is slow so I tried to upgrade online (since there was a $10 offer to do it online) but my screen just spun. Then I received an automated call asking me to rate today's installation and report any problem. I punched in not happy with internet and was told someone would call me. They did, but the 'security question' was what is my Postal code and the rep said I gave the wrong answer. Funny because when I log in it's fine. He said he couldn't help me and then put me on hold...and never came back. The lack of care and attention to detail is beyond poor customer service. I regret signing up with them. If you can stick with Bell.

Yolanta Cwik

10 Companies Americans love to hate

A round applause for the "winners" of the 2009's MSN Money Customer Service Hall of Shame !



So who's on your top 10 list ?

Unprofessional Dog Breeders

Location: Other, Marquette Heights
Industry: Other
Annoyed By: www.heavensenteskies.com

I emailed this company asking them how much they're puppies were because it didn't say on their website. I got a response, but I forgot to ask how much the deposit was because the only fee listed online was the shipping price. So I also ask the deposit amount and he responds by telling me the price and then proceeds to tell me to refer to the FAQs on their website for other questions. To me, that was offensive. I asked my husband to read the email and asked him if he also thought it was a rude email. He agreed it was. So I emailed the owner saying that if I couldn't ask him questions without him referring me back to his website, I don't need to be doing business with him. He responds with this:

Wendy,

You're a little too sensitive to be a dog owner. I would suggest buying a goldfish or maybe a pet rock. You're crybaby attitude is prone to yelling, screaming and temper tantrums. Please don't waste the time of a reputable breeder.

Sincerely,

Jamel Hamka

www.HeavenSentEskies.com

540.280.4558

Please Click Here to Vote For Our Website for a Top Golden Retriever Site.
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I can understand him being upset, but to judge me and tell what kind of person I am is completely unprofessional and immature. He didn't even need to respond to that email with such insults or at all. I am an American Soldier serving my country in Iraq, defending his freedoms and this is the thanks I get. This is beyond unacceptable.

Dell Can't Read "CANCEL"

Location: Ontario, Toronto - GTA
Industry: Technology
Annoyed By: Dell Computers

In early March, I ordered a core i7 computer system online through Dell. It was a promising beast, lots of features, and an upgrade I was long in need of.

2 weeks after the order had been put in, it was -still- showing in the status as "In production". According to their own stage descriptions, in production is the assembly and then 48 hr burn in of the computer. As one who works in tech support, I know it does not take 2 weeks to assemble the machine. I complain, asking why its stuck there.

Reply 1 - its fine, everything is progressing.

Two days later I complain again that nothing is changed, and it is now about to miss the promised delivery date.

Reply 2 - its fine.

Two days later, its still In production, so I send my FIRST message to say I've had it, its just shy of 3 weeks, and no progress, no answers, so cancel the order. I will not be doing business with Dell.

Reply 3 - we can't cancel it, its already "locked in". A parts shortage has caused a delay. New delivery date is now May (2 months after the original order date).

Here is where the lies just get worse. For one, a product does not, according to -their own status descriptions- go in to production unless all parts of assembly are in hand. So in fact, my machine was never in production, it was pre-assembly stage for 3 weeks, and would be for about 3 more. "Locked In" is an appropriate description then isn't it? I tell them forget it, there is no way I am being forced to do business with you.

Reply 4 - sorry for your trouble, the order can't be cancelled.

Yes it can. Its not even ready to go anywhere. I am not paying for it. I am not accepting it.

Reply 5 - sorry for your trouble, the order can't be cancelled.

I should point out at this time, that "Kamal" seems to have no means to understand the english language. I again tell him/Dell I am not doing business with them (in much stronger words I can't type here). I contact my credit card company to forwarn them I will dispute any charge appearing from Dell and will provide e-mails to prove it.

Roundup - 3 more replies refuse to stop the order, 4th week in, it all of a sudden goes to shipping mode, and the billing appears on my card. I'll tell you how it finishes as soon as I know...