Customer Support Issues ...

  • 1
  • Problem
  • Updated 3 years ago
There have been a number of times when the very-polite-person in India and other overseas locations has just quietly hung up on me. They do not want to get a bad mark, I am sure, so we get “disconnected.” Most of us know the difference between a disconnected call and one where one can hear the very quiet click as the person at the other end hangs up. And then, you have to wait yet again to reach someone.

Most recently, I was told by the automated machine that my wait time would be between 21 and 33 minutes. Fair enough. I am not their only customer by far, and with these issues, I could only imagine the flood of calls they were fielding. That said, my wait time was well over an hour and a half. I would respectfully suggest to Adobe that they reassess the parameters for their estimated wait times. If I know it is going to be that long, I can go inside and grab a quick lunch to bring back out to my office. I can make a call on our land line and know that I have time before Adobe is able to get to me. I can even embark on some chores that are better done without interruptions, balancing a statement, has for example. Sure, Adobe can put you in queue for a call-back, but I am no better off than I am staying on the line.
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Posted 3 years ago

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