August 28, 2009

Open letter to our customers on the recent Customer Support issues

In the recent past, there have been increasing incidences of dissatisfaction with Adobe’s customer support. I’ve personally tracked and escalated some of this chatter from forums like Twitter and Facebook (Ellen, we heard you :) ). Below is an open letter, from Adobe’s VP for Tech Support- Lambert Walsh, on what is being done to address this situation.


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Posted by Shameer Ayyappan1:05 PM
  • Templeton

    I wish I could believe this. However, Adobe’s support strategy has been backward and self-destructive. Over the last few years, they’ve laid off the majority of their veteran support experts in favor of moving operations to Canada and India in an attempt to cut costs. As a professional who uses their products on a daily basis, this does little to inspire confidence.

  • Heather

    Is the email address really adbecare@adobe.com, or is that a typo? I’d think it’s probably adobecare@adobe.com.

  • Mike

    Thanks for posting this, Shameer.An open apology is always worthy of respect, but I have to ask……why has Adobe fallen into the trap of thinking that some 3rd party firm is the best choice to provide support?Outsourcing was a trendy way of ‘theoretically’ saving money – but it has totally lost credibility as people wake up to the lousy quality offered by firms using poorly trained, poorly paid and transient staff to provide these services.This could have been predicted, and the people who suggested and OK’d the move should resign – period.Incidentally, I don’t think the geographical location of the support people matters – provided adequate language and product training is given. I get great service from HSBC staff in Asia.

  • http://blogs.adobe.com/captivate Shameer Ayyappan

    @Heather, The email ID is correct. It is adbecare@adobe.com

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