Does anybody have a Customer support # ADOBE

<Rant>

I know this isn't going to help, but...

I tried Adobe's phone help for a new monitor/printer output problem over Christmas. Hours on hold, four different techs, escalated claims, so-called senior help, promises of returned phone calls that never materialized, techs that could barely speak english. The last tech I spoke to I wouldn't let go of until the problem was diagnosed or fixed. After 10 days of frustration and broken promises we finally diagnosed the problem (not Adobe's, was a printer setup issue).

Later on I received a notification from Adobe to rate their support. After I had honestly rated theirs as some of the worst support I had ever received, I left my phone # & email address, inviting them to contact me for further discussion. Never did...

</Rant>

I'm not sure how to respond to the above -- you are complaining because Adobe wasn't quickly able to diagnose a problem with your printer setup (not an Adobe problem)? We see people here that have some fairly obsure problems with certain products that are not so quick to diagnose, in fact, sometimes people wallow around for qute some time because others either don't have that product or have never seen the problem. So if Adobe support people didn't have that particular printer in use and the printer setup/properties available, it's no wonder they weren't able to give quick help.

It's somewhat baffling to me. I had excellent support from Adobe when I had the CS4 install problem.

I admit to being exceedingly polite when I'm dealing with tech support people. I never express impatience or frustration, instead expressing appreciation for their patience while I work through the problem on my end. I keep my voice quiet and soft. I say thank you way too often.

These folks deal with endless numbers of angry & frustrated people each day. They're used to the abuse and then tuning it out and turning it off. There's a strategy with being one of the few polite, kind, considerate and cheerful people in their day.

When these folks can't help me adequately, they often have me hold (for just a few minutes) while they pass my call onto someone more knowledgable. Often the staff go out of their way to provide additional assistance. And if that someone is busy and they say someone will call back, someone does and usually within the hour.

For a few hours of being exceptionally well-mannered & having to ooze kindness & consideration (which is so unlike me!), I save days of frustration and angry energy. Plus my issue is resolved and I'm up-to-speed again. Good trade-off!

I feel your pain. In my experience Adobe seem very keen to sell the stuff, but less willing to help when things go wrong. I have NEVER managed to get a response from Adobe of any kind, so you are doing better than me.

Sue, the fact that their customers are angry and frustrated should be ringing bells at management level. But I smarmed and oozed my way into getting a home visit from Epson, so yes, it does pay to be excessively grateful and humble at times, even when you are prepared to murder one or two of the stupid nerds.

It seems to me that "Level One" support from any software house (when you can reach it!) will read from a prepared script and know very little about the software, level two is only slightly better and will generally spend hours repeating what level one already tried. Only when it's escalated beyond that do you talk to somone with a real understanding of what makes the particular software misbehave.

tonylong wrote in post #10180168
I'm not sure how to respond to the above -- you are complaining because Adobe wasn't quickly able to diagnose a problem with your printer setup (not an Adobe problem)? We see people here that have some fairly obsure problems with certain products that are not so quick to diagnose, in fact, sometimes people wallow around for qute some time because others either don't have that product or have never seen the problem. So if Adobe support people didn't have that particular printer in use and the printer setup/properties available, it's no wonder they weren't able to give quick help.

Sorry it took so long to respond, I'd forgotten about the post.

As it turns out, the problem is quite a common one, of which Adobe & Epson are acutely aware.

My biggest issues with Adobe non-support is being put on hold for somewhere from 45-90 minutes before I even get to talk to a tech. Don't offer a callback option, that makes far too much sense. Then, once you've finally got a warm body on the line, being unable to understand about half of what is being said. Then being told the issue was being escalated and promised I would be contacted in 24 hours or less and not hearing from anybody for 3 days. Repeat. Twice.

Once I finally had secondary tech on the phone 10 days after initial contact, he was able to diagnose the problem in less than a half hour.

And yes, if you are software tech support for a company as big as Adobe, you'd better be able to distinguish a printer driver issue on an Epson 4800 from the wrong setting in a print dialog.

I feel your pain...Adobe makes a great product, but the support is atrocious. For anyone who does not believe so, visit amazon.com and read the reviews of Photoshop - tons of people caught in tech support nightmare.

Is your copy of Adobe CS4 Web Premium also 64 bit? Most 32-bit programs will work in a 64-bit environment. All 32-bit hardware drivers need to be updated to work (in 64-bit).
Check Adobe's and Microsoft's Knowledge Bases for compatibility and/or fixes ...

Neumanns: have you tried to right click on the setup.exe file and select 'Run As Administrator'?