Customer service Adobe for dreamweaver
I thought that I would like to highlight my experience here in the hope of getting some attention... you can link to my experience here:Adobe - Dreamweaver experience of customer service of Wade
I'll post in the forums as much as possible until it gets solved... not that it's absolutely horrible, that I was treated with respect and finally it seems I'm getting a little help, but seriously.
Now over 8 days just to get a password reset.
It seems that we have been lost in the maze and I fear that the same thing happened again.
Here is my experience - about the text of what you'll find on my web site:
My experience of the Adobe Customer Service.
November 20 th Becca fiound it could no longer access his digitally downloaded software Dreamweaver of Adobes web site.
The problem lies in the fact that she had changed ISP and the old e-mail address was none like valid.
Tuesday, November 22 nd Becca started a ticket with Adobe to access his back so that she was able to set up his Studio in Dreamweaver8 on its new computer line.
After a day or two, she used their method of follow-up on the ticket online "chat".
Cat connection 1:
SERVER: the client is waiting for response...
MELANIE:
MELANIE: Thank you for contacting Adobe Customer Service. My name is Melanie, how can I help you today?
REBECCA: Hi Melanie,
REBECCA: I need to reset my password on my account.
REBECCA: but my id is an old email address that does not work.
MELANIE: I understand that you need your password reset to change yoru account information?
REBECCA: Yes.
fine cut to ensure this message fits on this forum... the journal complete cat from the link above *.
Becca then call Cust. Support and uses more than 45 minutes on his cell phone (its main means of communication) get a ticket created to reset the password on his account.
After a few days a no progress, she uses the chat feature that Adobe offers:
Cat paper 2
SERVER: the client is waiting for response...
MELANIE: Please contact Adobe Systems.
MELANIE: My name is Melanie, how may I help you today?
REBECCA: Hi Melanie, you helped me last week.
REBECCA: I need to check the status of the file number 200064227
fine cut to ensure this message fits on this forum... the journal complete cat from the link above *.
MELANIE: Yes, there are bones not informatiom I see regarding this case.
REBECCA: so you can see the ticket, but not any new information reguarding it.
REBECCA: okay... Thank you...
MELANIE: Please contact Adobe Systems. Please contact Adobe Systems.
Additional information *.
3 log chat
SERVER: the client is waiting for response...
PAUL: Thank you for contacting Adobe Customer Service. My name is Paul, how can I help you today?
REBECCA: Hi paul.
REBECCA: I need to check the status of a help ticket - 200064227
REBECCA: i am trying to access the download of my Studio 8 software, but they have problems reset my password
REBECCA: i been waiting for over a week now - patience running thin... :)
PAUL: I can see if I can reset your password for you. What is the ID Adobe you are trying to connect to help?
REBECCA: they have already tried and worsens the request...
REBECCA: the id is [email protected] email address that does not work.
PAUL: I do not see your case here, but I would say to contact our customer service by phone to the 800-833-6687 and they can escalate this for you.
REBECCA: it's already grown...
cut so that the message fits on this forum... find the journal complete cat from the link above *.
PAUL: Yes, I'll make a note of that, maybe when you get on the phone, they can try and get worse while you're on the phone with them.
REBECCA: here the of my frustration with the phone... I use a cell phone. the last time I called, he ate up to 45 minutes on my cell phone.
fine cut to ensure this message fits on this forum... the journal complete cat from the link above *.
He now Thursday of the following week, she was asked to help light a fire under them to get this rolling, here is my personal experience with their new customer support:
I called a regular support line 800-833-6687 - I got a recorded message that said that, due to higher than expected calls, I had to call back later. (Click on) no "you want to maintain option and the excuses / excuse was really lame..." I felt offended, that it would almost be better to save a busy signal and I would get that. The lame excuse was on a new product that was released... Acrobat I think... what causes something higher that the normal volume of calls, he had nothing what so ever to do with Dream Weaver. In addition, I spent some time in it management and at any time that we did a new install of everything that we had made special provision (we called it "red hat") to support all others that we would need to provide. It's just completely sloppy on the part of Adobe it shows a lack of experience in the care and management of software distribution.
Given that the issue we are dealing with directly relates to the installation of the product on a new machine, I called support facility # their web page 206-675-6500 - it wasn't free, but I use Vonage, so the call is included in my package. the first guy couldn't find the ticket, they are transmitted
second guy had a little trouble with English and could not find that anything that is transferred me.
Third person said that she did not at all the notes on the ticket. I said who has the same status from last week and asked what I had to do to get people to look at and work on it. She said she supports one product other than Dream Weaver and that I would need to call customer service, I told him that the customer service is where I started and that I had been transferred twice for her, she said 'really' I said ' Yes, so what I have to do, or who can I call to get this started?
It was the last that I heard of her... until I got a busy fast sound in my ear. What's happening in the world! I just me am hung up! I had not yet begun to get disrespectful, or annoyed-sounding or anything like that!
Woah!
I have IM had Becca and told her that the customer service was the worst I had experienced.
Then wrote, at the same time, apparently the woman that I had been disconnected, called becca on his cell and he let know that it was not any information in his post at all. Only Adobe didn't even know what it was.
Becca asked a call because the woman said she had to speak to his manager. And that's where we are now.
Becca also added me to his account and asked me to be the person who received the reminder. As long as I can verify his information, I should be able to help with this.
I received a call from Ashley that I had been disconnected. She went on everything that had happened since we have been disconnected. She explained that her supervisor had been made aware of the problem but that it was at a meeting at the present time, however, that if we had no problem getting what he (Eric) would help us solve.
She then placed a call to the Customer Service Department to see if they could help, or at least why password reset had been transferred to his Department of Technical Support I've been waiting for a while.
She got Becca CSR on the line, Becca was able to find the old account, but not the order, she could finally see that the product had been registered, but then he said it seems to be a database error where the order page could not be found. She says that even if reset us the password for the old account, when Becca arrived in this account it would still be unable to access the digital software.
She had two suggestions, one wants to merge the new account that Becca had created to get this ball rolling in the first place, with the old account associated with the email addy xmission. The hope was that during the process of the merger would be fixed issues and Becca would have access to the software through its new account.
The second option would be to send CDs which were software, free of charge.
I mentioned that if it the right political, it might be simpler just to allow the digital download on the new account, but Becca CSR said that there was really no way to create an order like this without accepting a payment, it was just how he system has been implemented.
Then she wrote her notes in a new post and set the closed state. (I guess that she was going to return to open, once we all decided which option was the best... After talking to Eric). the ticket was 200078387 (the last # couldn't have 7... maybe 6...)
After that Becca CSR out the phone, then Ashley told me she thought that Eric would be able to do the account merge and that would probably be the quickest way to go.
I proposed to send the history of this issue to an email address if they wanted to watch over it, and she thanked and said that might be very useful to Eric. He'd call me to get this info. If he needed her.
I checked my cell phone call log, call was 30 minutes and 53 seconds.
If she was a mess get here, now that Ashley helps a little, I feel really like she took possession of the issue. I feel like she's on my side and working hard to get this matter resolved. It's a good thing.
It is now late in the afternoon of the same day, several hours have passed, and no calls were received by Becca, or myself. I'll post my experience here, so I can easily reference when I speak then with Adobe.
The question relatively minor to reset the user password is still pending... spends 8 days now.
Wade Out.
Update:
Becca told me that Saturday (Saturday! wow, nice,) she received a call from Dream Weaver. After looking at the issues, they decided to call it "broken" and fix it by sending a hard copy of the media.
Thus, she will just have to use a new account if she wants to buy software digitally. (not much), and it will now be the drives as back ups. We'll just chalk it up to a "a fatality of the macromedia merger" like Becca put it.
So problem solved. It just took a little long is everything. 10 days, I will say however that everyone that I spoke with was very professional, seemed to care and overall left me the impression that Adobe highers Top Notch people who are well trained.
This was just one that was unique, and in these cases, when there is no way together to the resolution, delays may occur.
Detective Conan.
Wade - out.
(now that I'm going to do on boring Sunday night with shots of face to meet to...:-P))
Tags: Dreamweaver
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Help, please. It comes from really should be a very simple thing to fix.
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My serial number Adobe customer service is good and I come here to help!
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Why Windows Mail in Vista is not send copies of all messages in the sent folder?
I have my Windows Mail set up if all the messages that I send a copy automatically go to my sent folder. For some reason any only certain messages are sent to this file. What could be causing this and how can I solve this problem?