Well, I don't want this blog to be a gripe space, but my recent experience with the crack sales team at Adobe has made me wonder how they ever sell anything. It all began at the end of last year when I ordered (via their Web store) the Adobe Creative Suite. I made the unfortunate choice of using a credit card that I had not used in a long time, and they bounced the Internet transaction because of concern that it was an 'out of the ordinary' purchase. So a week later I get the rejection notice via email. No worries, I just called them up (with a supplied number) and changed the credit card info. Simple right?
Wrong!
The guy on the phone was new (like 3 days) and kept having to go back to his supervisor to get help. I didn't mind this too much, I mean the guy was new, but it took like 50 minutes, several on-holds, and a hang-up (with my calling back and tracking this guy down) to place the order. One week later...no delivery...two weeks later...no delivery. Crap...I called back and was connected with someone who had been there quite a bit longer than the last sales rep. Cool. She told me that the last (50 minute) sale was never committed, thus the reason I did not receive it. I told her it was critical to get this done because we were using a 30 day trial license and it was expiring in like two days...so I need it ASAP. She took my credit card info, placed the order, and everything was just fine (and only 10 minutes had passed).
Then the conversation went something like this: she told me... "you can expect deliver in 5 to 7 days." Huh? "I just told you I need it in the next two days", I responded "Well", she said, "that is how long it will take.". Grrrr...calm... "Can we get an extension on our temporary key?" I asked. "We don't do that" was her reply, "you should have ordered it sooner". Grrr...less calm... "Why don't I just cancel that order and get it from another place where it can be over-nighted", I told her in as nice a voice as I could muster. She then said..."OK, we will credit you back the purchase in 4-6 weeks." Grrrr...much less calm. "Just leave the order as it is...don't touch it anymore...and thank you for your service". Click.
Now we await both the expiration of our temporary license (in 24 hours or so) and our Adobe Creative Suite package (in 5 to 7 days).
Thanks for the great "Customer Service" Adobe.