OK, So, I will be the first to admit that I will one of the squeakiest wheels around on this list when it comes to getting lousy customer support from Adobe, but this time, I felt that, in all fairness, it would also be appropriate to send a shout out when it turned out to be great customer service.
I have a long time client that I got set up with Adobe Framemaker. Long time client went through a major reorganization and tons of layoffs since March of this year. My contact there, the long time VP of SW Development, was one of the folks who got the ax. This VP had purchased a retail license for FM, and had set up the Adobe account with his credentials (email and password). When he got the ax, all the information about the purchase (serial number, Adobe account information, etc.) was never kept track of, and the two machines on which he had installed FM got wiped BEFORE deactivating FM. Yea, right. Well, long time client wanted to get set back up again with FM, get an account reactivated, get the activation back for FM. . . and being Adobe novices, it was a landmine for them. They didn't even know where to begin and reached out to me. Well, I haven't had to deal with Adobe support in a while (knock on wood) and I quickly found out that the rules for phone support have changed . . . even the phone number that was readily available for installation and activation questions is no longer available after 90 days from installation and you are forced to chat. In a nutshell, chat was as useful as a screen door in a submarine. After an hour of going nowhere fast, and basically being told that my client was "screwed" despite the fact that they had a valid license, I called the support number in frustration and got through to a live person in TCS support. I asked them (nay, begged them) to listen to my complicated situation and Ashish understood my frustration and offered to help me. In about 15 minutes, what couldn't be accomplished in a useless 1 hour chat was accomplished and taken care of right the first time with Ashish and I am so grateful. He actually understood the concept of customer service and helping an Adobe customer. The folks on chat . . . go fly a kite!!!! Adobe certainly doesn't make customer support easy unless you pay through the nose for premium support, and really doesn't handle one-off situations like this well at all . . until this time with Ashish in TCS support. So thank you Ashish. It made a world of difference. TVB Tammy Van Boening Owner/Principal Spectrum Writing, LLC tamm...@spectrumwritingllc.com www.spectrumwritingllc.com 303-840-1755
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