Comments on: Who do we need to talk to here? http://www.turdhead.com/2007/04/24/who-do-we-need-to-talk-to-here/ For geeks with social skills! Tue, 01 Nov 2011 12:31:02 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: joe santos http://www.turdhead.com/2007/04/24/who-do-we-need-to-talk-to-here/comment-page-1/#comment-12733 joe santos Sat, 28 Apr 2007 02:28:28 +0000 http://www.turdhead.com/2007/04/24/who-do-we-need-to-talk-to-here/#comment-12733 I had the same problem. I preordered the Master Collection and unfortunately found out that I was not eligible for the upgrade. After several tries calling customer service, someone finally answered. I told her that I wanted to cancel my preorder and I was told that I cannot. The reason I was given was that if she cancels my preorder, the system will still charge my credit card and not ship the product. Even when I told her that I would prefer that to them shipping the product, she said that she just can't do that. When I told her that Adobe is forcing me to buy a product that I was not eligible to buy, she said "Oh" and said she will check and put me on hold. After a few minutes, she said that she had put in the cancel and gave me a case number. I've always liked Adobe but this is the craziest thing I've ever run into. I had the same problem. I preordered the Master Collection and unfortunately found out that I was not eligible for the upgrade.

After several tries calling customer service, someone finally answered. I told her that I wanted to cancel my preorder and I was told that I cannot. The reason I was given was that if she cancels my preorder, the system will still charge my credit card and not ship the product. Even when I told her that I would prefer that to them shipping the product, she said that she just can’t do that.

When I told her that Adobe is forcing me to buy a product that I was not eligible to buy, she said “Oh” and said she will check and put me on hold. After a few minutes, she said that she had put in the cancel and gave me a case number.

I’ve always liked Adobe but this is the craziest thing I’ve ever run into.

]]> By: John Dowdell http://www.turdhead.com/2007/04/24/who-do-we-need-to-talk-to-here/comment-page-1/#comment-12623 John Dowdell Thu, 26 Apr 2007 04:05:10 +0000 http://www.turdhead.com/2007/04/24/who-do-we-need-to-talk-to-here/#comment-12623 ah, okay Mike, Hi, and sorry for the hassle... I'll make this thread and send it through various departments in Adobe, let's see if we can clear such problems for the future, my apologies in the meantime. :( jd/adobe ah, okay Mike, Hi, and sorry for the hassle… I’ll make this thread and send it through various departments in Adobe, let’s see if we can clear such problems for the future, my apologies in the meantime. :(

jd/adobe

]]> By: Mike Gutierrez http://www.turdhead.com/2007/04/24/who-do-we-need-to-talk-to-here/comment-page-1/#comment-12546 Mike Gutierrez Tue, 24 Apr 2007 21:47:44 +0000 http://www.turdhead.com/2007/04/24/who-do-we-need-to-talk-to-here/#comment-12546 Oh and John, the f'd up thing was they hadn't taken any money yet. It was a preorder...they had been just telling me for weeks it was to late for me to cancel it and that I would have to wait for them to charge me, and then deal with it then. They tried real hard not to get me to cancel that preorder...something tells me it must be happening a lot... Oh and John, the f’d up thing was they hadn’t taken any money yet. It was a preorder…they had been just telling me for weeks it was to late for me to cancel it and that I would have to wait for them to charge me, and then deal with it then. They tried real hard not to get me to cancel that preorder…something tells me it must be happening a lot…

]]> By: Mike Gutierrez http://www.turdhead.com/2007/04/24/who-do-we-need-to-talk-to-here/comment-page-1/#comment-12545 Mike Gutierrez Tue, 24 Apr 2007 21:44:56 +0000 http://www.turdhead.com/2007/04/24/who-do-we-need-to-talk-to-here/#comment-12545 UPDATE! YOU HAVE GOT TO BE KIDDING ME!!! Something shady is going on at Adobe. After several calls dealing with people who can only say "It's Adobe Policy" I called back one more time and asked if they could connect me to someone who could give me more detail as to what the complication is. She says "Its because the order has already been completed"....to which I responded "I don't see how something that has not been charged and isn't even on the shelves yet can be considered a completed order...Please connect me to someone who can explain this better....."..She pretty much cut me short there and goes "Ok, fine, so you want me to cancel it?".....And Im like Hellllllll yeah, why do you think I have called 8 times...She says Ok its canceled and gives me a cancellation confirmation number.....WTF! I guess the real Adobe policy is just to hold out as long as possible. UPDATE!

YOU HAVE GOT TO BE KIDDING ME!!! Something shady is going on at Adobe. After several calls dealing with people who can only say “It’s Adobe Policy” I called back one more time and asked if they could connect me to someone who could give me more detail as to what the complication is. She says “Its because the order has already been completed”….to which I responded “I don’t see how something that has not been charged and isn’t even on the shelves yet can be considered a completed order…Please connect me to someone who can explain this better…..”..She pretty much cut me short there and goes “Ok, fine, so you want me to cancel it?”…..And Im like Hellllllll yeah, why do you think I have called 8 times…She says Ok its canceled and gives me a cancellation confirmation number…..WTF! I guess the real Adobe policy is just to hold out as long as possible.

]]> By: John Dowdell http://www.turdhead.com/2007/04/24/who-do-we-need-to-talk-to-here/comment-page-1/#comment-12544 John Dowdell Tue, 24 Apr 2007 21:20:14 +0000 http://www.turdhead.com/2007/04/24/who-do-we-need-to-talk-to-here/#comment-12544 Hi, I'd like to help, but don't know the name and other details to track who he spoke with, the other side of the conversation. I wouldn't be surprised if there were different business categories for "cancel" and "return", but a call should really be phrased in terms of the listener's needs rather than the speaker's needs... "When can I get my money back?" is a reasonable question. The credit card company can confirm whether the charges were already placed or reversed yet, but I'd encourage your friend to escalate it himself with Adobe Customer Service, and focus on his key question of "How can I get my money back today?" Sorry I can't do anything directly, but does the above provide a path...? jd/adobe Hi, I’d like to help, but don’t know the name and other details to track who he spoke with, the other side of the conversation.

I wouldn’t be surprised if there were different business categories for “cancel” and “return”, but a call should really be phrased in terms of the listener’s needs rather than the speaker’s needs… “When can I get my money back?” is a reasonable question.

The credit card company can confirm whether the charges were already placed or reversed yet, but I’d encourage your friend to escalate it himself with Adobe Customer Service, and focus on his key question of “How can I get my money back today?”

Sorry I can’t do anything directly, but does the above provide a path…?

jd/adobe

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