I used to like Adobe. Easy to use, loads quickly, I can view PDFs on it. But the operative word is “used to.” I don’t like them so much anymore.
I bought a few books, all of which were in ACSM file format. This was a few years ago, and the software that opened it was Adobe Digital Editions. It worked well at the time. But after a few months of not using it, and then going back to it, apparently I had to authorize my books. OK. I go through the authorization process, and get the message “The vendor account you entered is not associated with the item you are trying to open. Try again.” So I did. I tried again. And again. And again.
Original source: here.
No luck. I did everything possible. I reset my password, I uninstalled and reinstalled the software. You name it, I’ve done it.
So I figured I’d ask their tech support.
I go to tech support, and after a quick conversation in their live online chat, they told me that they couldn’t help me, but to ask my question on the Adobe support forums. I actually found my exact question/issue on the support forums. But there was no solution. Just people complaining that they had the same problem as me.
OK. Live chat support didn’t work. No solution on the forums. So I thought maybe I’d actually give them a call.
I call them, and to get through to a person requires going through an automated maze. That was a very lengthy and difficult process that took about 20 minutes. I’m not happy.
After a long conversation with a live person, they referred me back to the live chat. This time, with a case number. And they told me that this time around, live chat would be able to fix my problem (what I’m thinking is “why couldn’t they do that the first time around, without a case number?”).
So I went back to live chat, with the case number. After a very “pleasant” one hour conversation with online chat support, they ended up telling me “the answer to your question is in the forums.” I kept telling them that I looked on the forums already, and it’s not there. They insisted that somebody from the Digital Editions support team would answer my question on the forums. Well, they haven’t answered anybody else’s question about the same problem, and I don’t see why they’d answer mine.
Me, and the chat support person kept going in circles of him saying “check the forums”, and me saying “I did check the forums, and there’s no answers there.” This went on for about 20 minutes. Eventually, I just said “would you be able to go on the forums yourself, find the answer, and let me know what the URL is?” He replied “no, I can’t.”
I would think that a company as reputable as Adobe would do better with its customers. But apparently not. Their customers don’t matter. Sure, they have “support” forums. But nobody from Adobe replies there. That’s not support. That’s the illusion of support. Thanks, Adobe.
