Adobe upgrade - sales & customer...

Where are the Adobe customer service folks? Do ALL Adobe customers get treater this poorly?

I use a couple of InDesign add-ins (Croptima's InPlate and Xerox/XMPie's uDirect). Upon release of Adobe's CS4, these apps became broken, so it required me to stay back on CS2 until this was completed. However, upon contacting Adobe Sales, they told me I had just missed the lower price ($499)by 3 weeks.

Here's the chronology:

5/21/2009 Case # 0202095769 submitted to the the Adobe Support website (over a month ago). Requested the $499 pricing to be extended as I wanted to be sure that the add-ins would work with CS4 prior to purchase.

5/28/2009 No response from Adobe, updated above case to try and create new visibility

6/4/2009 Finally get an Adobe response who basically says nothing they can do, but I can elevate my request if I wish. FWIW, I did not receive an email notification of this update.

6/8/2009?I check back and find the above mentioned updated, so I submit an update asking for escalation.

6/11/2009 No Adobe response so I update the incident again

6/12/2009 Still no Adobe response so I update the incident again

6/16/2009 Still no Adobe response so I create a NEW incident case #0202174275, asking for my previous case to be addressed.

6/18/2009 Considering how things have been going, I try and CALL Adobe's Customer Support team (India, of course!). I get the run-around, they tell me I need to talk with Sales. They transfer me to sales. Sales puts me on hold, call gets redirected to Customer Service (back in India), here we go again. I call back to Sales, I get put on hold indefinitely. I call back to Sales, I get a guy that says 'yep, we can help you out'. We do the deal (finally!)

6/23/2009 I receive the shipment from Adobe, it's the CS3-%26gt;CS4 upgrade - NO GOOD!

6/24/2009 I begin calling Adobe customer service (back to India again - argh!), multiple run-arounds. Back to Sales, put on hold again indefinitely (rep = Dylan). I call back multiple times to try and get _someone_ I can talk to. I get to (rep = Mike), who says that I can get a ''call back'' on this issue, but he doesn't state WHEN I'll get the call back. In the meantime, I have to go back to Customer Service to arrange return and refund of the INCORRECT license Adobe sent me. Another HOUR on the phone with Adobe's customer service.

I wanted to be sure I could make this all happen before I upgraded my Add-Ins. Once my oder was set last week, I ordered the add-in upgrades. Now, I don't have the CS4 upgrade, and I've purchased some add-ins that now won't work on CS2.

Do ALL Adobe customers get this level of customer service?

Adobe upgrade - sales %26 customer...

Isn't it sad that I can't even get an Adove response to this?

Adobe upgrade - sales %26 customer...

In case you haven't noticed, these forums are User to User forums. They are not officially monitored by anyone at Adobe.

?- Dov

I do understand that they are not _officially_ monitored by Adobe. I would have thought however that the ''Ask Adobe'' support cases _would_ be monitored but that didn't seem to be the case either. Consequently I can only expand my reach into other areas such as this in order to try and get _someone_ from Adobe to look at my case(s).

Thank you.