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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.

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