ADOBE.COM uses bad Muzak and Robots to terrorize customers!

I don't complain that much. Really! But this got me sooooooooooooo mad. The major source of irritation? ADOBE.COM. I generally like Adobe products, especially Adobe Photoshop Elements - 2, 3 and now 4.0. Did you hear that Adobe???? 4.0!!! I have it. I downloaded it from your website after I paid for it. Why don't you remember me? Why do I have no history? Why do I not have any downloads to return to so that I can reinstall? Why I ask you - WHYYYYYYYYYYYYYYYYYY???

But, that's not the worst part. Do you think I have been able to get Adobe to rectify this problem. Not a chance.


The sad history:

December 18: I wrote an email to Adobe telling them about my problem.
PROBLEM: No response.

Then, about two weeks ago, I called Adobe customer service in the US. After a robot suggested I press #1, I was taken to Muzak Hell. First call: nine minutes of muzak. Second call: nine more minutes of muzak. Just the robot and the muzak. No human. Not even another robot!

Then I tried a chat which is conveniently only available 9-5 Pacific Time. This time, I didn't get muzak, but I'm pretty sure I got a robot. The robot's name was Kendall. I won't bore you with the whole conversation (he didn't send me the transcript by email like the first three chat's that got cut short). The bottom line, however, is it seems that the problem is theirs (Adobe's), and Kendall says it isn't a problem they can rectify with the chat opportunity (Although the chat is shown to be a method to correct registration problems - which mine is!)

After Tim fed me some tranquilizers and a few days passed... and before I opened a so-called "case," I called customer service again (I'm not usually this masochistic!)...
two more 8-minute sessions of muzak. Ugh!!!!!!!!!!!!!!

I opened a case with Adobe. They promise to contact you about your case within 1 business day. It's January 19 here in Oz Land.

Please note this was completed and sent to Adobe January 15.

Description of Issue:

I have quite a few issues at the point in time, but the main one is that
you don't show an order history for me or any downloads. I have had
Photoshop Elements for Mac 3.0 and several months ago purchased
4.0.

Trying to rectify this problem I have written one email with no response
dated December 18, 2006, called customer service twice and without
any indication of what is happening, was stuck listening to some terrible
muzak for eight minutes each time - I finally hung up as I didn't know if
anything was happening. The worst experience though, was when I did
the "chat". I don't know if you use computers to do the "chat" with
customers or if this was a human - I really couldn't tell, except that
"Kendall" never sent me a transcript of our conversation, and the three
previous times (was disconnected) received e-mailed copies of the
chat. So if that was a computer the computer chose not to pass along
any incriminating evidence. Kendall told me that I had to talk to
customer service and that my problem seemed to be one on your side
(Adobe's). When I mentioned that I had already tried to call twice, he just
repeated the same words. He eventually just hung up on me. It was truly
the worst customer experience I have ever had.

I guess I really don't expect any helpful response from this email, but I
don't know where else to turn in order to access my download so that I
can reinstall my Photoshop 4.0. If there are actually any humans at Adobe,
I hope I have the opportunity to interact with one.

Judi Lowell (judi.lowell@gmail.com)

Hey, thanks for listening to me, and I know only some of you are robots.

With Love, Judi