RE: Subject: OT: OMG . . . Wonderful customer service from Adobe
It's those pod-bay doors all over again! :) I can see you're upset, Dave... -Original Message- From: framers-boun...@lists.frameusers.com [mailto:framers- boun...@lists.frameusers.com] On Behalf Of Davis, David Sent: Friday, October 24, 2014 12:49 AM To: framers@lists.frameusers.com Subject: Subject: OT: OMG . . . Wonderful customer service from Adobe I have basically found those chat things for customer service to be excruciating from pretty much ANY company that I try. The fact that they are physically just so *slow* is bad enough (perhaps taking tranquilisers before logging slow your mind to the pace better), but usually the poor people typing on the other end are forced to stick to a script and when you try to engage them outside of that, it all goes pear-shaped... it's like arguing with a HAL9000 system, really it is. David *** Confidentiality Notice: This e-mail, including any associated or attached files, is intended solely for the individual or entity to which it is addressed. This e-mail is confidential and may well also be legally privileged. If you have received it in error, you are on notice of its status. Please notify the sender immediately by reply e-mail and then delete this message from your system. Please do not copy it or use it for any purposes, or disclose its contents to any other person. This email comes from a division of the Invensys Group, owned by Invensys Limited, which is a company registered in England and Wales with its registered office at 3rd Floor, 40 Grosvenor Place, London, SW1X 7AW (Registered number 166023). For a list of European legal entities within the Invensys Group, please select the Legal Entities link at invensys.com. Invensys Limited is owned by the Schneider-Electric Group. You may contact Invensys Limited on +44 (0)20 3155 1200 or e-mail recept...@invensys.com. This e-mail and any attachments thereto may be subject to the terms of any agreements between Invensys (and/or its subsidiaries and affiliates) and the recipient (and/or its subsidiaries and affiliates). ___ You are currently subscribed to framers as arch...@mail-archive.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
Subject: OT: OMG . . . Wonderful customer service from Adobe
I have basically found those chat things for customer service to be excruciating from pretty much ANY company that I try. The fact that they are physically just so *slow* is bad enough (perhaps taking tranquilisers before logging slow your mind to the pace better), but usually the poor people typing on the other end are forced to stick to a script and when you try to engage them outside of that, it all goes pear-shaped... it's like arguing with a HAL9000 system, really it is. David *** Confidentiality Notice: This e-mail, including any associated or attached files, is intended solely for the individual or entity to which it is addressed. This e-mail is confidential and may well also be legally privileged. If you have received it in error, you are on notice of its status. Please notify the sender immediately by reply e-mail and then delete this message from your system. Please do not copy it or use it for any purposes, or disclose its contents to any other person. This email comes from a division of the Invensys Group, owned by Invensys Limited, which is a company registered in England and Wales with its registered office at 3rd Floor, 40 Grosvenor Place, London, SW1X 7AW (Registered number 166023). For a list of European legal entities within the Invensys Group, please select the Legal Entities link at invensys.com. Invensys Limited is owned by the Schneider-Electric Group. You may contact Invensys Limited on +44 (0)20 3155 1200 or e-mail recept...@invensys.com. This e-mail and any attachments thereto may be subject to the terms of any agreements between Invensys (and/or its subsidiaries and affiliates) and the recipient (and/or its subsidiaries and affiliates). ___ You are currently subscribed to framers as arch...@mail-archive.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
RE: Subject: OT: OMG . . . Wonderful customer service from Adobe
I can see you're upset, Dave... -Original Message- From: framers-boun...@lists.frameusers.com [mailto:framers- boun...@lists.frameusers.com] On Behalf Of Davis, David Sent: Friday, October 24, 2014 12:49 AM To: framers@lists.frameusers.com Subject: Subject: OT: OMG . . . Wonderful customer service from Adobe I have basically found those chat things for customer service to be excruciating from pretty much ANY company that I try. The fact that they are physically just so *slow* is bad enough (perhaps taking tranquilisers before logging slow your mind to the pace better), but usually the poor people typing on the other end are forced to stick to a script and when you try to engage them outside of that, it all goes pear-shaped... it's like arguing with a HAL9000 system, really it is. David *** Confidentiality Notice: This e-mail, including any associated or attached files, is intended solely for the individual or entity to which it is addressed. This e-mail is confidential and may well also be legally privileged. If you have received it in error, you are on notice of its status. Please notify the sender immediately by reply e-mail and then delete this message from your system. Please do not copy it or use it for any purposes, or disclose its contents to any other person. This email comes from a division of the Invensys Group, owned by Invensys Limited, which is a company registered in England and Wales with its registered office at 3rd Floor, 40 Grosvenor Place, London, SW1X 7AW (Registered number 166023). For a list of European legal entities within the Invensys Group, please select the Legal Entities link at invensys.com. Invensys Limited is owned by the Schneider-Electric Group. You may contact Invensys Limited on +44 (0)20 3155 1200 or e-mail recept...@invensys.com. This e-mail and any attachments thereto may be subject to the terms of any agreements between Invensys (and/or its subsidiaries and affiliates) and the recipient (and/or its subsidiaries and affiliates). ___ You are currently subscribed to framers as gary.zimmer...@teradata.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/gary.zimmerman%40terad ata.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info. ___ You are currently subscribed to framers as arch...@mail-archive.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
RE: Subject: OT: OMG . . . Wonderful customer service from Adobe
Gary Zimmerman wrote: I can see you're upset, Dave... ROFL ... good reference! :) Z ___ You are currently subscribed to framers as arch...@mail-archive.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
OT: OMG . . . Wonderful customer service from Adobe
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 ___ You are currently subscribed to framers as arch...@mail-archive.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
Re: OT: OMG . . . Wonderful customer service from Adobe
I've had good luck with phone support for license issues. I think Adobe improved a lot in handling that particular issue after they accidentally expired all licenses for FrameMaker 10. ___ You are currently subscribed to framers as arch...@mail-archive.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
Re: OT: OMG . . . Wonderful customer service from Adobe
As Marilla used to say: You're never safe from surprises until you are dead. Nadine On Wednesday, October 22, 2014 1:50 PM, Robert Lauriston rob...@lauriston.com wrote: I've had good luck with phone support for license issues. I think Adobe improved a lot in handling that particular issue after they accidentally expired all licenses for FrameMaker 10. ___ ___ You are currently subscribed to framers as arch...@mail-archive.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
