Back when CS3 was released I was incorrectly sent a Windows version. Since then I’ve wanted to change it to Mac OS X which has been extremely frustrating and time consuming. Below is a rundown of the contact I had with Adobe, but the most frustrating thing was the correspondence from Adobe was extremely robot like. I constantly asked where I should file a complaint, but Adobe never address questions sent to them, instead ignoring what was written to them and responding in how they seen fit.
First contact with Adobe to get a cross platform conversion.
I was asked to prove where I had got the copy of Flash CS3 was from.
I sent proof that I’d got the copy of Flash CS3 direct from Adobe.
Adobe responded asking me to sign and send back a Letter of Software Destruction.
Adobe chased me up for the above (obviously my postman doesn’t wear a rocket pack).
Adobe confirms they had received the above letter and the case had been escalated. They would get back to me.
Adobe conformed approval of the cross platform request, and ask me to contact them to make payment for shipping costs. I phoned them to make this payment.
Adobe confirmed that the company credit card had been declined and advised I contact the bank to allow the charge from Adobe.
At this point I gave up. We were busy, needed another copy of Flash, and just installed an older version I had hanging around. I knew the company credit card was fine, as I used it on a daily basis, the bank said Adobe hadn’t tried to take any payment, and Adobe said the card was declined.
I decided to have another crack and changing the platform.
Adobe responded with a contact number to make payment for the shipping.
I’d tried phoning the number supplied 10+ times, sometimes waiting over 40 minutes, but never got to speak to anyone. The recording recommended I emailed Adobe. I emailed Adobe stating this asking for someone to contact me, and asking where I should make a complaint.
I chased Adobe up as I had no reply for the email above.
Adobe replied like a robot, apologizing, giving me the same number, and ignoring my request to make a complaint.
I replied stating they weren’t answering my question.
I was asked for my contact number, and a good time to phone.
I was contacted by Kenneth Stoll (I mention this guy by name as he was the only sensible person I spoke to throughout this process, although I found it disappointing that he didn’t follow the case through until its end) and told that because CS4 had been released Adobe could no longer provide a copy of CS3. He told me that the Windows version I had was useless as I had previously signed a Letter of Destruction for it, and therefore it couldn’t even be sold on. Kenneth would go away and see what he could do. He came back stating that Adobe would exchange it for a copy of CS4 (bonus), and that he would send me a Letter of Destruction to fax back.
I signed and faxed the Letter of Destruction back to Adobe and confirmed this with an email.
Adobe emailed me asking me to fax back the Letter of Destruction which had been done earlier that day.
I replied stating I had faxed it back, and sent a confirmation email.
Kenneth Stroll emailed me stating I should disregard Adobe’s previous email and that my case had been escalated.
After no contact from Adobe I sent an email chasing them up.
Still no contact, I chased them up again.
Adobe replied stating that the case was now closed.
Adobe replied apologizing and stated they were experiencing unexpected high email volume. They assured me my cross platform request was going ahead without delay and that an order had been placed.
I chased the status up again (I still hadn’t made payment).
Adobe stated they had tried calling my phone with no success and they had left a message asking me to contact them.
I emailed back stating that they hadn’t left a number on the message for me to contact them on.
Adobe emailed stating that the case was now closed and supplied the following number to contact them on 0203650733.
I replied stating the number provided wasn’t valid, and asked where i could make a complaint.
Adobe emailed apologizing, providing the same invalid number, and no info on making a complaint.
I emailed again stating the number wasn’t valid, and asking where I could make a complaint.
I chased up Adobe after no contact.
Adobe sent me this “Takk for din henvendelse til Adobe Kundeservice.”
Adobe replied stating that the number was valid, and that I should try it without the zero at the start.
I replied stating that whether the zero was at the start or not, the number didn’t work.
Adobe replied stating that had escalated the case to the concern authorities as a matter of priority (no mention of the invalid phone number).
I asked them to confirm that the number they had previously provided was invalid.
I again asked them to confirm that the number they had previously provided was invalid.
I chased up Adobe again after no contact since 26/12/2008.
I chased up Adobe again after no contact since 26/12/2008.
Adobe replied stating a service agent was responding to my case.
Adobe replied stating they had tried to contact me, but were unfortunately unable to reach me, and asked i contact them (without supplying a number).
I asked them to confirm the number they had tried me on, and to supply a valid number for me to contact them on.
Adobe emailed stating they would contact me. Again not confirming the number, or a time/date.
I asked them to confirm when.
Adobe emailed asking me to contact them, again without providing a number.
I replied asking where I make a complaint about their service.
I was called by an Adobe representative from abroad and finally managed to make payment. I also requested that a complaint was filed.
Adobe confirmed that someone would call me to take my complaint.
Adobe did call me and I did make a complaint or though I haven’t received any feedback from it.
The most disappointing this is that 2 weeks after finally managing to make the payment I still haven’t received my Mac OS X version of Flash CS4. I guess that means more emails to come.