What Adobe could/could not say or did/did not know about a shipping product is irrelevant. Bottom line is that they have an unhappy customer, so what are they going to do about it? Legally and ethically, yes, they can do nothing. You pays your money and you takes your chance, as they say. But that's not customer service that is likely to result in a long-term customer. Marketing 101 tells us that it is more expensive to acquire a new customer than to serve an existing customer, and the long-term value of a customer can be significant over the life of a product. Those early lessons in marketing also tell us that for every customer who complains, there are many more customers who say nothing and just stop buying your products.
In the current social networking Web 2.0 world, one unhappy customer doesn't just stop buying your product, they tell hundreds of their contacts about their dissatisfaction. When a customer indicates dissatisfaction, you can do something to make it right. It might cost a few dollars at the time, but as Gene said, the goodwill you derive from that action will pay off somewhere along the line. I'm really tired of the "if you don't like it go somewhere else" attitude that seems to be so pervasive. It's basically stating we don't care about you and we don't want to make any effort to solve your problem. -- Beth Agnew Professor, Technical Communication Seneca College of Applied Arts & Technology Toronto, ON 416.491.5050 x3133 http://www.tinyurl.com/83u5u ______________________________________________ Author Help files and create printed documentation with Doc-To-Help. New release adds Team Authoring Support, enhanced Web-based help technology and PDF output. Learn more at www.doctohelp.com/tcp. Interactive 3D Documentation Parts catalogs, animated instructions, and more. www.i3deverywhere.com _______________________________________________ Technical Communication Professionals Post a message to the list: email [EMAIL PROTECTED] Subscribe, unsubscribe, archives, account options, list info: http://techcommpros.com/mailman/listinfo/tcp_techcommpros.com Subscribe (email): send a blank message to [EMAIL PROTECTED] Unsubscribe (email): send a blank message to [EMAIL PROTECTED] Need help? Contact [EMAIL PROTECTED] Get the TCP whole experience! http://www.techcommpros.com
