Adobe made some recent changes which resulted in a decline in customer service quality. We know that some of you have been impacted as you have contacted us via our forums, feedback email alias, and twitter. The product team is working hard to make sure your issues get resolved. We are responding to you directly and escalating your issues as necessary. We are also working closely with the support team to improve the quality of support you receive.
We wanted to share a letter from the VP of Customer Service, acknowledging and apologizing for the situation at hand.
Open Letter to Adobe Customers
Recently, however, our customers have experienced a level of service that is inconsistent with what they expect and deserve. This is unacceptable to us and we sincerely apologize for the inconvenience this has caused some of our customers. We are working diligently – in fact, teams are working around the clock – to resolve these issues. I’d like to thank all our customers who are sharing feedback and giving us the opportunity to respond. We appreciate your loyalty, support and willingness to make your concerns heard.