Adobe Fumbles with Photoshop CS4
Never before have I had such problems with Adobe. I pre-ordered my PhotoShop CS4 upgrade and was told that it would ship in a couple of weeks. A couple of weeks go by and no Photoshop.
I call Adobe and get a customer service rep whose accent was so thick I could barely communicate with him. I am told that my order is pending and will be shipping next week.
Next week goes by, no CS4. Call again, same situation. I can’t hardly understand the service rep,…I’m told I’m good to go, shipping next week. No answer as to what happened to shipping last week.
Another couple of weeks no CS4. Call again, this time I insist on talking to someone I can understand. I’m connected after a long wait to someone in the U.S. I know because I asked. I’m told that my original order wasn’t setup correctly in the first place and that’s why I haven’t received my upgrade. But the good news is that it’s now corrected and I should receive it in 3-4 weeks.
WHAT? No way, unacceptable let’s review. Supervisor is consulted and authorizes the shipment to be sent next day.
Next day, no CS4. Ok I’ll give them one more day. No CS4. I call and am told that it was delivered and signed for the day before. What address did you send it to? They of course sent it to an old address that had not only been properly updated but that I had specifically verified when I placed my order.
Luckily I still had access to that mailing address and was able to pick it up. I’ve been an Adobe customer for years and have never had this experience before so I guess I can’t complain too much. Photoshop CS4 more than makes up for the aggravation so all is now forgiven.
However the use of foreign call centers where English is a second language and typical accents are heavy is not a trend that I agree with. Certainly Americans of all nationalities employed in customer service jobs can also have this problem. That is why it is imperative in your business that you choose carefully those who will represent you. Pick someone with good communication skills, who is articulate, empathetic and who genuinely wants to serve your customers.
Watch for an upcoming review of what I like about Photoshop CS4.
Filed Under: Software
About the Author: James Scott is CBW (Chief Bottle Washer) of James Scott Photography. Involved with Digital Imaging, Photography, Video and Software Development for 30 years I've learned 14 things. As soon as I remember what they are I'll pass them on, because I think they are important. But I'm not sure.
