Adobe+customer+support





**by Ted Daigle**  Adobe...You Don't Get What You Pay For.

As an photographer, artist and soon to be art educator, I decided to buy the [|Adobe Creative Suite 4] to help me with my professional career. For those who don't know, Adobe has cornered the market in graphic design software. If you want to create graphics on a computer, you need Adobe software. I had also just bought a new desktop computer with a massive graphics card and the new //Windows 764 bit// processor. During installation, the Adobe program failed.

I promptly called Adobe's customer assistance. The person who answered naturally apologized for the inconvenience and transferred me to technical support. After waiting on hold for 15 minutes, a technical support representative answered the phone. He first asked my name, email address, Creative Suite code number, computer type and processor I was using. He then asked for my phone number so that if we were disconnected he could call me right back.

After the exchange of information, I thought we would get to the problem and start troubleshooting by walking through the possible errors and solutions. Instead, the technical support representative sent me to the Adobe home page to look up their "KB" numbers and troubleshoot by myself. After trying to fix the problem and following a few of the hundreds of "KB" numbers that could help me solve the problem, I was no closer to the solution.

I called Adobe tech support again and went through the whole process with a different representative. This time after I explained what I did with the "KB" numbers, we were mysteriously disconnected. I waited a few hours. No call back.

The next day I started this process again. Same result: no walk through....no call back....no help at ALL! After about a week, my frustration rose to a level I don't want to repeat. I eventually took my PC to a professional who installed the program and had everything up in running in about two hours. It cost me $60 to have the pros fix the error that Adobe, whose programs can cost $1000 or more, could have fixed over the phone. Granted, given my student discount, I only paid a little over $400 for my copy of the program. Still, I should have been treated better. The //Creative Suite 4// program is awesome, but the Adobe customer service is definitely not.

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