writerinside (![[info]](http://p-stat.livejournal.com/img/userinfo.gif){kind=small} writerinside) wrote,@ 2008-02-06 22:21:00 |
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| Current mood: |  annoyed |
Why customer service should stop using templates
I've got a video project coming up and was thinking about buying Adobe Premiere and After Effects for my Windoze laptop. Problem is, I seriously want to switch to a Mac as soon as I can afford it, which will probably happen after the project is done (I may even use the income from said project to finally make the switch). So I posed a simple question to Adobe:
"I want to buy some of your products, but I'm thinking of possibly switching from Windows XP to a Mac in a couple of months. Would I have to buy separate Mac products or can I use the same license key for a new Mac download? Thank you."
Adobe's Response (this is a direct cut and paste, so the little treats are all them):
Hello Justin,
Thank you for contacting Adobe Customer Service.
Due to the Support Portal being closed on weekends, we were unable to
respond to your e-mail. We sincerely regret any inconvenience this may
have caused and appreciate your patience.
Justin, I understand that you want to purchase Adobe products for
Windows version and you want to know if you could switch them over to
Macintosh, as you plan to switch to Macintosh in a couple of months. You
also want to know if you would be required to purchase separate products
for Macintosh or use the same license key of Windows for the new Mac
download.
With regard to your query, I suggest that you purchase the Windows
version of Adobe software. Once you have switches your operating system
to Macintosh, you may then take advantage of Adobe Platform swap.
Please note that Adobe® offers platform swap. If you are interested in
changing platforms on one or more of your Adobe products, please contact
Adobe Customer Service at the number given below to speak to a
Representative.
Thus, you need not purchase a new license to use the application on
Macintosh. However, please note that without the platform swap request,
you will be unable to use the Windows license on Macintosh.
Also, please visit the following URL on the Adobe Web site for the
latest customer service and technical information:
http://www.adobe.com/support/main.html
We apologize for the inconvenience caused to you.
To purchase the software kindly contact Adobe Sales team at (800)
833-6687 (phone option 2), for further assistance. We are available from
6:00 A.M to 8:00 P.M, Pacific Time.
For your records, your customer ID number is ------. The customer ID
number is the easiest way for us to access your account in our database.
In the future, please provide this number when you contact Adobe. Your
case number is ------.
Justin, the Web Support Portal Representatives are available from Monday
to Friday. For your convenience, on weekends we have a dedicated phone
support for Customer Service related queries. Please feel free to
contact our phone support at 1 (800) 833-6687 from 6:00am-8:00pm PST, 7
days a week.
We thank you for your time and are pleased to inform you that you are
one of our esteemed customers
Best Regards,
Tim G.
Adobe Customer Service
Thank you for contacting Adobe Customer Service.
Due to the Support Portal being closed on weekends, we were unable to
respond to your e-mail. We sincerely regret any inconvenience this may
have caused and appreciate your patience.
Justin, I understand that you want to purchase Adobe products for
Windows version and you want to know if you could switch them over to
Macintosh, as you plan to switch to Macintosh in a couple of months. You
also want to know if you would be required to purchase separate products
for Macintosh or use the same license key of Windows for the new Mac
download.
With regard to your query, I suggest that you purchase the Windows
version of Adobe software. Once you have switches your operating system
to Macintosh, you may then take advantage of Adobe Platform swap.
Please note that Adobe® offers platform swap. If you are interested in
changing platforms on one or more of your Adobe products, please contact
Adobe Customer Service at the number given below to speak to a
Representative.
Thus, you need not purchase a new license to use the application on
Macintosh. However, please note that without the platform swap request,
you will be unable to use the Windows license on Macintosh.
Also, please visit the following URL on the Adobe Web site for the
latest customer service and technical information:
http://www.adobe.com/support/main.html
We apologize for the inconvenience caused to you.
To purchase the software kindly contact Adobe Sales team at (800)
833-6687 (phone option 2), for further assistance. We are available from
6:00 A.M to 8:00 P.M, Pacific Time.
For your records, your customer ID number is ------. The customer ID
number is the easiest way for us to access your account in our database.
In the future, please provide this number when you contact Adobe. Your
case number is ------.
Justin, the Web Support Portal Representatives are available from Monday
to Friday. For your convenience, on weekends we have a dedicated phone
support for Customer Service related queries. Please feel free to
contact our phone support at 1 (800) 833-6687 from 6:00am-8:00pm PST, 7
days a week.
We thank you for your time and are pleased to inform you that you are
one of our esteemed customers
Best Regards,
Tim G.
Adobe Customer Service
I especially like that last bit: "...[we] are pleased to inform you that you are one of our esteemed customers." Aw *blush*.
And for further irony...
Note the person who signed it - "Tim G." My partner's name is Tim G. As of yesterday, he officially became my ex-partner. Can I have more salt in my eyes, please?
Note the person who signed it - "Tim G." My partner's name is Tim G. As of yesterday, he officially became my ex-partner. Can I have more salt in my eyes, please?
