Holding company's responsible for their customer service practices including sharing valuable phone numbers, steps for reaching live representatives, customer service rankings, company boycott organization and more.

Friday, September 11, 2009

Adobe customer service takes a nose dive

Customer service at Adobe has taken a sharp turn for the worst. There are countless reports of extremely long hold times (and those are the lucky people), rude representatives and cases where the phone just rings unanswered. Adobe's vice-president of Technical Services recently addressed an open letter to Adobe customers recognizing their customer service shortcomings and promising steps were being taken to improve. An excerpt from the letter:

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.

You can read the full letter here.

Thursday, September 3, 2009

Sears customer service executive reaches out

Based in large part on the number of negative comments regarding Sears customer service on both ContactHelp.com and CustomerServiceScoreboard.com, a member of the Sears Cares executive team reached out with the following post:

Dear Sears Customers My name is David and I work for the Sears Cares executive team. It is disappointing to read about the problems that you have experienced with Sears. We are concerned with the service you have received and would appreciate the opportunity to speak to you regarding your experiences. At your convenience please contact my office via email at searscares@searshc.com so we can further discuss your concerns. We would be more than glad to discuss any questions, concerns, and experiences you may have. In your email please provide a brief description of your issue and a phone number where we can contact you at your convenience.

Thank you, David V. Senior Case Manager

It sure is nice to see a company offer to make things right with its customers. We applaud Sears customer service for taking this step!