Comments on: Backlash Grows From High Cost Poor Quality Adobe Technical Support

By: CharlesJeter.com » My Position on Adobe and RoboHelp

CharlesJeter.com » My Position on Adobe and RoboHelp — Fri, 21 Dec 2007 03:06:45 +0000

[...] Then Adobe laid off its knowledge resources in mid-2007. [...]

By: Charles

Charles — Tue, 18 Sep 2007 22:08:21 +0000

dude, your comment should be a blog post!

By: RamonS

RamonS — Tue, 18 Sep 2007 01:22:24 +0000

I finally sold my last RoboHelp license that I held. In order to do so, the Adobe website instructs one to open a ticket to get a case number. I opened a ticket and got a case number, filled out the license transferral form, sold my copy, and assumed all is fine and dandy. Over a week later I get an email that this license transferral form case number issue cannot be handled via email and I have to call. Why the heck does Adobe have email support when all that email support does is send out a form email telling customers to call? I just need some number so that Adobe can track the license transfer.
Unfortunately, Adobe isn’t alone. I just got an email from LG Electronics tech support that they cannot handle support via email and I need to call. Too bad that those phone calls are either expensive, take forever in the queue, or are only in operation between 12 and noon. Luckily there are alternatives for some products and my ancient PSP6 works like a charm. Oh, that is Corel, the company who invented horrible customer service. It is really a surprise that they are still in business. Unfortunately, they also bought up ULead, which means that applications like Media Studio Pro will be ruined within a year. Just like Word Perfect and Paradox before.
There is generally a sad state of customer support in various industries. Support is the face of the company. Customers interact primarily with support with sales being a distant second. I just don’t get why companies think that offering crappy, expensive support is a business model that will sustain customer relationships. Saving a few pennies in support will cost big bucks down the road.
But there are exceptions. Companies like Spectrum Brands (Remington shavers), Newegg, MadCap, and Versatrans – just to name a few – have outstanding support and are truly support leaders in their respective industries. On top of that, they make great products or follow through with assistance or replacements every single time. Those companies have a bright future. For Adobe, well, maybe Corel buys and dismantles them…

By: CharlesJeter.com » Does Tech Support Count? Can Good Service Sell in the 21st Century?

Mon, 17 Sep 2007 20:44:52 +0000

[...] my previous article, I’ve been posting about what feeds this situation. Well crafted communication cuts down on [...]

By: CharlesJeter.com » Is RoboHelp Dead?… Again?!?

CharlesJeter.com » Is RoboHelp Dead?… Again?!? — Fri, 31 Aug 2007 01:01:45 +0000

[...] Adobe fires their RoboHelp tech support team, now they don’t even list the product in Adobe’s 2007 Business Segment [...]

By: Charles

Charles — Sat, 18 Aug 2007 05:43:09 +0000

Trackback:
http://www.soltys.ca/coredump/2007/08/adobe-support-gets-blasted.html

By: Adobe Technical Support Problems @ Structured Framemaker, FDK and XML Blog

Adobe Technical Support Problems @ Structured Framemaker, FDK and XML Blog — Thu, 16 Aug 2007 02:28:47 +0000

[...] Adobe Technical Support Problems http://charlesjeter.com/2007/08/10/backlash-grows-from-high-cost-poor-quality-adobe-technical-suppor... [...]

By: Dave

Dave — Tue, 14 Aug 2007 19:09:45 +0000

What are you up to these days?