Another Satisfied Adobe Customer…

adobe,technical support,customer service,web 2.0,adobe robohelp,corporate authenticity

mmm-kay?

Another one for the Corporate Authenticity files… More irate Adobe users who loathe their support staff.

Mark7190 wasn’t very happy with his Adobe experience.

…I asked how I will know the money was credited back to my account, and I was told that I don’t have a way! After all the lies and misleading information I have received up to this point, I don’t trust what I’ve been told.

Does this process seem ethical to you? Is this how Adobe now operates? Does management know about this?

fluxon, after 72 hours waiting for a serial number, has compiled some user tips for Adobe users:

…Anyone going the new volume licensing route beware:

If you are gonna download your stuff, get an FTP client. Regular browser downloads will not cut it, Adobe cuts off and on, you will lose your place.

Be prepared to wait for your software to run while they circle the globe looking for the mystic who devines your serial numbers for you.

Don’t call looking for help, they have no answers for you, that is assuming you can get through the accent and they can actually figure out what you are telling them.

By the way, I’m doing a segment on Technical Support usage of Web 2.0, or in this case, non-usage. This is part of the segment and contains some verbage from an irate Adobe user. Here’s the hard copy in case the links get wiped.

Beef in Brief: Short Sells for Adobe FY2008?

I see this getting interesting in the next six months. How will ADBE respond to a public who are not thrilled to upgrade and feel entitled to a point release or two before being approached again with a hand out asking for money for an upgrade?

My analysis of Adobe (ADBE) stock position indicates:

Without Microsoft making a move such as the migration to Vista, they’re not likely to pull off the hat trick from last quarter. Adobe didn’t provide free point releases to their products to work with Vista, rather they leveraged the Vista and Office 2007 upgrade in order to push the upgrade onto their users.

Anyone wanting to use Office 2007 with RoboHelp? Better buy that upgrade.

They are facing increasing pressure from competition from smaller companies who are focusing on their weaknesses like Customer Service and Technical Support. Industry experts mention this even while applauding ADBE for their performance.

What would happen if Adobe clients decided to upgrade every three years?

Could Adobe, normally used to getting upgrades from their captive audience, still compete with half or a third of the revenue?

What will it take to have them lead the markets into the directions they are developing into? What is compelling enough, except for another competing software manufacturer’s product, to force them to change??