Jitbit Blog about Customer Support

An actual Adobe customer support log

Jan 24 2014

While some companies offer awesome customer support, some are stuck back in the 90s. Including Adobe, who's probably outsourcing this stuff to a contact-center overseas that uses a helpdesk ticketing system.

This is a real live chat log with Adobe customer support. A customer had a problem with Dreamweaver (the app was freezing every 20-30 seconds) so he decided to contact Adobe customer support department via their online helpdesk system. Someone named 'Vikas' responded to the ticket, but said his area is "installation and configuration only", so he couldn't help. The ones who could - were unavailable at the moment, "so please come back later". Our guy had waited 24 hours and wrote them back the next day. Here's what happened next:

*** customer support log ***


>Your case number is: 01******27
>An operator will join you shortly.
>We recommend trying our forum while you wait, our staff responds 24/7.

***

You're talking to ‘Vikas’

Vikas: Hello and welcome to Adobe technical support.

Dan R: Hello

Vikas: How can I help you?

Dan R: I have a problem with DW

Vikas: It freezes while running?

Dan R: Yeah... And I think we already talked yesterday...

Dan R: but you said you can help with "installation and configuration" only

Dan R: Right?

Vikas: No Dan, this is the first time I see your case.

Dan R: Ok.

Dan R: Yes, it freezes

Dan R: And this really sucks(

Vikas: Of course. I understand. But I see you have a "team subscription" so to be able to help you I need to transfer you to account-management. Can I do this please?

Dan R: Sure! Thanks

Vikas: One moment.

***

You're talking to ‘Praveen’

Praveen: Hello and welcome to Adobe technical support.

Praveen: Thanks for your patience and sorry we kept you waiting for so long.

Dan R: Hello!

Dan R: Should I describe my problem again or do you already know what's wrong?

Praveen: Please give me 2-3 minutes to look into this.

Praveen: Dan, I see you have a technical problem. But this is account-management.

Praveen: Please wait while I transfer you to the technical support team...

Dan R: Uh... Well... Ok...

***

You're talking to Anvit Lal. Please don't click the 'x' button, this will close your session.

Anvit Lal: Hello and welcome to Adobe technical support.

Anvit Lal: How can I help?

Dan R: You're the third person trying to help :)

Dan R: Do you know what the problem is or should I describe it again?

Anvit Lal: I can see Dreamweaver freezes.

Dan R: Yap!

Anvit Lal: Ok.

Anvit Lal: Also I can see you have a team-subscription.

Dan R: Yap!

Anvit Lal: I'm sorry I will have to transfer you to account-management.

Dan R: Wait...

Anvit Lal: We have another department that will handle your case.

Dan R: Please, let me explain

Dan R: >Praveen: Dan, I see you have a technical problem. But this is account-management. >Praveen: Please wait while I transfer you to the technical support team...

Anvit Lal: Like I said, you were transferred here by mistake..

Dan R: That's the message from account-management

Dan R: Sorry, I don't have time to jump between departments

Anvit Lal: That was account-management, but I'm currently transferring you to the key-accounts technical support, that handles your subscription type

Anvit Lal: Sorry for the inconvenience.

Dan R: Ok, whatever... let's try this...

Anvit Lal: Should I transfer you now?

Dan R: Yap

Anvit Lal: Please stay online.

***

You're talking to ‘Harsha Vardhan’

Harsha Vardhan: Hello and welcome to Adobe technical support!

Harsha Vardhan: Hi Dan.

Dan R: Hi

Dan R: You'd be the fourth person trying to help.

Dan R: Please assist since I got only a couple of minutes left.

Dan R: Because I spent the last half an hour being transferred from one person to another.

Harsha Vardhan: Sorry for the inconvenience.

Harsha Vardhan: You have a problem with Dreamweaver, is that correct?

Dan R: YES!

Dan R: In both code and design views.

Harsha Vardhan: Thanks for confirming this.

Dan R: Hello? Any update? I'm already late for a meeting

Harsha Vardhan: Dan, I'm sorry but I would have to transfer you to the technical support department. We don't have the skills to resolve your issue.

Dan R: ...

***

I found the original story in this blog, but it's in Russian, so we're publishing the translated version here.


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