Does Adobe care at all? Apparently not.

July 6, 2006
You wanna know what really cheeses me off? It is companies who don't give a rip about their customers, and are really proud and out front about it. I just spent almost $400 buying Adobe Audition 2.0 because it is the best audio editing software I've tested for podcasting and the Process Automation Radio Network. I used their free trial software for a month to test it. That software expires today. I ordered the real thing. It gets here next week sometime. I called Adobe and asked, "I paid you...
You wanna know what really cheeses me off? It is companies who don't give a rip about their customers, and are really proud and out front about it. I just spent almost $400 buying Adobe Audition 2.0 because it is the best audio editing software I've tested for podcasting and the Process Automation Radio Network. I used their free trial software for a month to test it. That software expires today. I ordered the real thing. It gets here next week sometime. I called Adobe and asked, "I paid you the money, is there any way I can continue to use the software?" "Nope," the snippy woman named Jennifer, on the other end of the phone said. "There is no way you can do that." "So I am screwed for a week?" I wondered, knowing the answer. "Yup. That's how it is," she replied. "This does not make me a happy Adobe customer," I responded. "I'm sure that's true, sir," Jennifer said, "Is there anything else I can help you with?" "How about if I remove and re-install?" "Nope. It knows." "Yeah, thanks." End of call. It sure must be nice to be so big and have so many customers to anger that it doesn't matter who you cheese off. I have a good mind to cancel my order and buy the second best package, if they are nicer. Bringing it all back home, I keep hearing from end users who are complaining that (insert name of behemoth automation company, take your pick) is less responsive to problems, and service is worsening. This is borne out, to my mind, by the universally lower service scores for the past two years in the Readers' Choice survey. Look in the mirror, gentle vendors, and if this looks like you, fix it. Look at your vendors, gentle end users, and if this looks like them, vote with your feet.