General Return Question

I've got a quick question about returning items from the Online Adobe store. I purchased a copy of the Educational Design Standard suite CS4. I want to return that item as I was able to get a cheaper price from my local institution. I went into my order and initiated a return for this item. I got an email that told me to do one of two things:

If under $800, fill out a web case under returns. If over $800 ship the item to adobe with an RMA number that was provided.

Since my educational suite was about $400, I opened the webcase. This was two weeks ago and haven't heard anything from adobe since. Did I miss a step here? Adobe says that they'll get back to me within 1-3 business days, but two weeks is getting to be borderline stupid. All I want is to get this processed so I can clear the charge on my credit card...

So, Did I make a mistake? or is Adobe just extremely slow in processing the webcase-based returns?

Thanks!

General Return Question

No opinions? Also, is it possible to do returns by phone? I haven't had the opportunity to call customer service because they were doing maintenence on the weekend, but if anyone can let me know before I spend potentially a lot of time on hold with them whether this is possible or not, that would be great...

General Return Question

Read a few of the posts in this thread for the nighmares of retruning or exchanging products.?It is sad, very sad, that customer service is so shody that users are giving up.

Here is one http://forums.adobe.com/thread/125217?tstart=0

No kidding... and they have the guts to call it Customer ''Service.'' I'm not too pleased that the possibility of me having to eat $340US because of a company's lack of care towards its customers. I may have to get my credit card company involved if things don't shape up fast...

I am in the same boat.?Adobe has the worst customer service ever!?It would be better file a complaint with the BBB about Adobe and then contact your credit card company with a cancellation of payment.?I have been trying to receive a refund for something I bought over 2 months ago!?I contacted the BBB today.?I recommend everybody file a complaint against Adobe to file with the BBB.

The fastest way to get a refund is to get a LOD:

From the following link:

http://www.adobe.com/support/service/ts/documents/lod/lod_return.pdf

Once this is filled in. I would email it, fax and upload it with your online case number.?I would also contact customer support within 2 days of sending the LOD to confirm that it was received.

Once received the refund process should begin.?I should not take more than 7-10 business days to receive this to your credit card.?They do not refund for shipping.

Also while dealing on the telepone ask for everybodies badge number which will help you identify individuals at the company.

Just keep contacting them all of the time until the matter is resolved!

Yeah, I ended up phoning them and completing the LOD with a representative there. I just need to wait for them to process the LOD and the refund...

I recommend phoning them, then at least action is taken it seems....

I spent some talking with a representative today and that individual was

able to process the LOD refund.

I have my own story now that I won't even bother to tell, going on for nearly two months, and it is really disappointing to see many of the same complaints posted two years ago. I have started calling every day to get them to send me the correct product, never mind the refund they owe me, that will be another fight, but at least I have some recourse there through my credit card company. Every day I get a different story about my replacement order, but I will keep calling until I get a tracking number. My goal at this point is to cost them more money in customer service and telephone charges than it cost me to buy the product. I have never had so much trouble parting with my money in my life.

I have been going through the same thing for several months now. Wasting my time on hold with their customer service to ony have them tell me to sign online. Opened and reopened several cases, faxed Letter of Software Des....NOTHING. It is just ridiculous! I am looking into filing a complaint with the BBB just so I can get my money back!

You're pulling our collective legs Jeff.

I have been trying to get my license transfered from Windows to Mac. I have called the Customer Service line 800-833-6687 four times in the last week, and no one has answered the phone. I have waited 15, 30, and 2 x 45 minutes with no answer or even a heads up on wait time. I called Sales instead and got a representative in four minutes. They could not help me, and told me they would transfer me to Customer Service. I asked them if they were transferring me directly to someone or just transferring me to the regular line. They were just handing me off to no one, so I asked to speak to a Supervisor who at least let me know that the expected wait time is 2 hours. This is a complete failure of responsibility on Adobe's part, and is an unacceptable way to treat customers, not to mention the employees who are being thrown to the wolves, because Adobe has chosen not to hire adequate numbers of representatives.

I figured I should reply to this...

After submitting the LOD, on the 25th of August they closed my case and said that my refund was being processed and that it would take 4-6 weeks for the cheque to arrive. Seriously, phoning them was the best thing I ever did. Now I just have to wait until my money comes. (Crossing fingers!)

Well Good Luck Jeff. People tend to wait a bit around here.

Phoning customer service is an exercise in masochism, or, unless they have completely changed their entire operation since last week, you are the luckiest SOB on the planet if you called once and got results. Most of us spent months trying to get a simple answer or a solution and literally days on the phone listening to the worst musack ever produced. Most of us have been hung up upon at least once and most of us look forward to the time that Adobe manages to figure out how to treat their customers.

Read a few of these posts - you don't have to look around hard to see that you will be fortunate indeed if your cheque shows up in the stated time. I truly hope it does, but don't depend upon it for the rent.

My own issue was simple and took a great deal of time to resolve over a two month period. Many people purchase software and find that the serial number doesn't work - and they spend weeks trying to get a resolution simply to use what they have already paid for. Many people destroy the software, send the letter of destruction, are told it is all taken care of and presto - nothing. No credit. There is one guy here who has been waiting since last November.

So, you're pulling our leg, right?

Only time will tell I suppose...

Adobe certainly does have a lot to improve on when it comes to Customer Service. As people have mentioned, I was even hung up on while dealing with them, but once I actually got someone on the line things seemed to go smoothly. Perhaps the planets aligned for me or something, but I certainly feel for those who aren't getting the results they wanted... Someone should really go over there and roll a few heads over this...

As I said Jeff, I hope you get your return in short order.

Adobe is certainly on notice that there is a large problem. I feel sympathy for those Adobe employees who are in the front lines.

In the past few weeks there has been an effort to help those of us who have published our cases on the web.

I have always liked Adobe as a company. I don't know what's up with them these days.

I am afraid part of the problem may be that these are not Adobe employees. It sounds like Customer Service is going to be outsourced, if it was not arlready. The results speak for themselves. This has caught me by surprise to find a once excellent company, has betrayed its customers and the people whom it currently or at one time employed. In an ideal world companies that treat people like this, would be run out of town and replaced by companies that treat people with respect and loyalty.

In today's world loyality means nothing to big business such as Adobe, MicroSoft and others. So long as the get some of your scratch out of your pocket in theirs is all that matters to them. Back before the 70's Big business was loyal to its customers and to its employees. Where if they made a decent upscale living was all that matters to them personally. In todays world Money has become the be all end all, and people act as if I am going to have drawers made in my casket and when I croak I am going to take it with me.?That that movie that starred Michael Douglas?in which his character said?''Geed is a Good thing.''

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