Home arrow News & Insight

Adobe Online Needs a Lesson!
November 14th, 2007

I'm a huge fan of the Adobe product line and I make a decent living using their products. That said, if anyone from Adobe is reading this, GIVE ME A CALL! I'll teach you a thing or two about customer service!

For the past 5 years I've purchased my regular software separately. This includes Flash, After Effects, Photoshop, Director and the other usual suspects. Since the merger of Adobe and Macromedia a wonderful new product emerged called Adobe Creative Suite Master Collection. It's a $3000 collection of software but offers great value from purchasing all the software separately.

So I decide it's time to purchase the full collection. I go to www.adobe.com and buy the software. The shopping experience was okay but I find out after the order has been taken that they're going to charge $400 in USA taxes and then again another 6% for GST (No biggy since I get it back anyways) but then brokerage fees and duties as well.

All of a suddent it's making more sense to purchase the software from a Canadian Distributor.

So the same day that I ordered the software from Adobe (last Friday) I called them to cancel the order. After 10 minutes on hold, the CRS explained that I needed to call back in 24 hours until it had a chance to process in their system.

Fine, no problem.

So I called back on Sunday after 48 hours had gone by. this time a different CSR said it was still not processed and they could not cancel the order yet. I would need to call back the next day.

Fine, no problem.

I called on Monday... Same thing.

By now I'm getting annoyed. So Tuesday rolls around and I call again. This time I get told that in order for Adobe to refund the product, I would need to have it shipped to me and then return it with the serial number! I would need to eat the brokerage fees and duty costs! I had words with the Adobe rep who clearly did not understand the process of "ERASE MY ORDER FROM YOUR SYSTEM BEFORE YOU SHIP IT!"

So after 30 minutes arguing with the Adobe Guy, I called my credit card company and had them decline the order. 5 minute phonecall and the order can no longer go through!

Man, Adobe is a pain to deal with!


+ view archive