August 30, 2009

Fixing Adobe’s broken customer service

The quality of Adobe customer service has really taken a dive lately (I know: I end up fielding/escalating a lot of cases that come in through blog comments). Now company VP Lambert Walsh has posted an open letter to customers (PDF), saying in part

Our customers have experienced a level of service that is inconsistent with what they expect and deserve. This is unacceptable and we sincerely apologize for the inconvenience caused. We are working diligently to resolve these issues.

Lambert provides a little background on what happened & offers some email addresses for getting help while the system gets fixed.

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