Wednesday, 24 March 2010

If there is one thing that will kill Adobe then it is...

...no, no, not the iPhone, iPad or Apple in general nor HTML 5 for that matter,

but simply Adobe Sales !

I just wasted 3 hours (!!!) in trying to purchase an upgrade to Flash Builder 4. Here is what happened:

I'm going on the Adobe website and go through the purchase procedure until the point comes to login with my Adobe account and I get a nice little error message on screen telling me that the account is registered in Malta and I would need to login with an account registered in the US.

I might have been able to just register a new account with an US address, but then again, my purchase history wouldn't move to the new account. Turns out that no Adobe Online Store works with a Malta account.

So I called Adobe Sales UK to make a purchase over the phone. Well I tried about half an hour before the damn phone system put me through to a person ... clearly located in India. After explaining my problem I'm passed to a sales person, this time located in the UK.

I explain the problem again and we start the procedure of a over the phone purchase with plenty of interruptions (waiting times to check out whatever). After providing my credit card details I explained I need the same company details on the invoice address which I had used with my previous purchase almost 2 years ago and which the sales person found in my account.

To my surprise the invoice I received via email 2 minutes later showed my personal address (the one linked to the credit card), however, with the companies VAT number. So by all means the invoice was completely wrong.

Calling the UK sales number again I get by chance and after further 15 minutes the sames sales person on the line. I explained the problem and he replied that there is nothing much to do about this, as the Adobe sales system does not allow entering a different invoice address then the card owners address.

You probably guessed that I got slightly impatient at this point and told them to just cancel the order if they can't provide a correct invoice. After all I need to get reimbursed. So the sales person forwarded the call to a customer support and I had to explain the situation all over again.

Arguments passed back and forward and after being put on hold for 5 minutes the customer support person pushed the call back to the sales person, who now explained that they could at least add the companies name below my name, but still with the wrong address.

Well, being somewhat a Flex/Flash evangelist I agreed to redo the order this way, otherwise I probably just would have sent them flying.

The moral of this story is, if you are not already living in an Adobe Country, you better migrate there as otherwise you are not welcome. Luckily for Adobe...Apple Stores are just as bad.

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