Adobe says sorry in open letter to customers

In big business, as Elton John once sang sorry seems to be the hardest word, so credit then to software giant Adobe for making a public apology over poor customer service. The full apology, from Lambert Walsh , Adobe Vice President, Technical Services follows.

Open Letter to Adobe Customers

Adobe is committed to providing the most advanced, innovative products and services in the world. Recently, however, our customers have experienced a level of service that is inconsistent with what they expect and deserve. This is unacceptable to us and we sincerely apologise for the inconvenience this has caused some of our customers.

We are working diligently – in fact, teams are working around the clock – to resolve these issues. I’d like to thank all our customers who are sharing feedback and giving us the opportunity to respond. We appreciate your loyalty, support, and willingness to make your concerns heard.

Adobe is in the process of transitioning to a new global service provider that will help grow and improve the quality of our customer service worldwide. While our new partner is a recognised leader in service and support solutions, this is a major global transition that includes bringing more than 800 new agents onboard. Clearly this process has not gone as smoothly as we had planned, and we are working to immediately remedy the situation. We are confident that once this transition is completed, we will provide customers with new and better ways to engage with Adobe using their preferred methods, helping to ensure prompt, effective customer service.

The Adobe Customer Care leadership team is monitoring our customers’ experiences closely to understand and respond to the challenges you are encountering. If you experience difficulties of any kind, contacting Customer Service in your local region remains the best initial course of action; however, during this transition period, unresolved issues can also be directed to adbecare@adobe.com.

Thank you for your patience and understanding as we make this transition and work to improve our service and support operations for customers around the world.

Regards,
Lambert Walsh
Vice President, Technical Services

[Via John Nack on Adobe]

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Comments received

Massey said on Wednesday, 02 September 2009

"If it ain't broke, don't fix it." I never had a complaint with Adobe's Customer Support until recently. Yet another company sacrificing customer satisfaction for a few dollars. Fixing the problem now, will not relieve the strain Adobe's current customer support has dealt to their customers. I can only hope that their efforts to repair the problems will work for future customers. A great product does not always make up for a poor customer experience. There are other products....

Edward said on Wednesday, 02 September 2009

I had problems with Adobe Customer Services. I do not like the idea that UK has to speak with Philippine to get some support which is not good service at all.

Aaron said on Wednesday, 02 September 2009

I was on hold AGAIN with Adode! Yesterday the hold time was 1 hour and 29 mins before I gave up!!!
Today it has been a 56 min phone call!

I filed a support case yesterday and never received any sort of email confirming the case or an apology. I even checked my junk mail. NO email!

I already upgraded to CS3.3 days before they released CS4 and now I have to upgrade again because I got Snow Leopard!

I received the Design Premium CS4 today but it arrived with the case is pieces with plastic pieces on the bottom of the box and the CDs loose. One disk looks to have several scratches.

A few months ago I ordered an upgrade from you and you sent it to the wrong address number and also spelled my city "Wacko." I live in WACO!

The Filipinos at their customer service call center cannot understand English nor speak clearly.

Today when I asked for a supervisor multiple times, they said that they were sorry a supervisor was UNABLE to accommodate me today!!

David said on Monday, 07 September 2009

Adobe's customer service is appalling. I wish that I had been allowed to speak to someone in the Phillipines. When I tried to upgrade InDesign from CS3 to CS4 I rang the customer support service centre, only to be told that because I was in the UK, I either had to wait for UK office hours or going to a particular URL. I went to the URL - it said it had moved. When I clicked it, it said the page was not found.
They're licensing practices are medieval, and their software is bloated. I don't want an apology, I'd just like software that starts in less than half an hour and which doesn't treat me like a criminal every time I need to reinstall it.

Julie Sepr 16 2009 said on Thursday, 17 September 2009

I have called 4x to get a refund, a customer service person ordered me a license for a product and not the media upgrade I requested. 3 of the 4 could not understand english nor could I understand them, none could find my case number and kept getting me a new one, none could even find my receipt, none could provide better service or transfer me to someone. Last person said a refund would be given in 24 hours and 8 days later I am still trying to get my $340 back! Stop sending your customer service out to other countries, perhaps realizing that english speaking customers prefer to speak to fellow Americans would help you with better profits, instead of trying to save a dime and hire out idiots that have no clue even how to write and American street address.. I had to repeat my house number 8 times! you would think 14428 is pretty each to understand!!!!
sick of this