The fact that Adobe's customer support is lacking is not a well-kept secret.
Of late I've experienced a buggy problem with Premiere Pro CS4 that I'd like to resolve. Since the application is not the latest version, I'm willing to purchase support in order to resolve the issue. Engaging in Adobe's "Live Chat" customer service twice and its online support in that last couple of days has been disappointing to say the least.
Here's the text of my most recent exchange:
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Please hold as we route your chat to an Adobe Representative.
Welcome to Adobe.com! My name is Steven. May I assist you
with your selection today?
Steven: Hi, How are you
doing today?
Greg: How do I purchase
support for Premiere Pro CS4?
Steven: Greg, Since
Premiere Pro CS4 is an old version now and the support cannot be purchased at
this time. You can purchase support only for the latest version.
Steven: You can upgrade
it to the latest version Premiere Pro CS5.5 and purchase the support along with
it.
Greg: That's appalling
Steven: Greg, you can
contact our Tech Support team at 1-800-833-6687 and check if they have a
paid service or support for Premiere Pro CS4.
Greg: I don't understand.
You just wrote that paid support is not available for Premiere Pro CS4. Is it
available or not?
Steven: It is not
available to purchase online. You can check with our Phone Support Team if it
is available with them.
Greg: But you don't know if
it's available or not - correct?
Steven: I don't have any
information if it is available with the phone support team or not. I do know it
is not available to purchase for old version software online.
Steven: Is there anything
else I can help you with?
Steven: I’ll remain
available for another minute if you need further help.
Greg: I think it would be
both obvious and helpful for Adobe's customers if the company's support
representatives were fully informed about Adobe's support options. This is the
second "live chat" that I've participated in to gain support for my
product. So far, no actual help.
Steven: Greg, Live chat
and Phone Support are different department.
Steven: We deals with
only products that are available online.
Greg: Who all work for the
same company, no? Don't you think you guys should talk with one another once in
awhile.
Steven: No, we didn't
talk to each other as we are from different department and different office.
Steven: Please call them
for more information about your querry, we don't have it online.
Steven: Thanks for
visiting Adobe.com. Have a Great Day!
Thank you for chatting with us today.
You are not currently in a chat.
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To end the chat, Steven hung up on me although encouraged me to "Have A Great Day!"
I plan to do exactly that but no thanks to Adobe.
So after two live chats and opening a support case online (which Adobe withdrew without notifying me) it's still not clear whether Adobe can even provide support for this issue.
Oh well.
