Along the way, I learned the company still has a long way to go before embracing true e-commerce and satisfying savvy customers.
Support Experience #1
Having seen my order still labeled as "Pending" in the Adobe Online Store, I called their "Purchase by Phone" toll-free number listed on the site, to see if I could push the order forward. After exchanging pleasantries with the support personnel on the line, I explained this morning...
Me: "I ordered the download version of Creative Suite last night, and the order shows as Pending. Can you see if it can be fulfilled or canceled, or what I have to do to get it moving forward?"Support Experience #2
Them: "Has it been more than 2 hours?"
Me: "Yes. I ordered it last night, and it still shows pending."
Them: "Then the order is dead. I've seen that a few times today."
Me: "Dead? So what do you recommend?"
Them: "Well, first I would recommend never buying the download version. Always get the disks. You get an authentication code, can install on two computers, and can uninstall from the disk. I would never get the download."
Me: "But the disks and the box take up a lot of space."
Them: "No they don't."
Me: "Well, I would prefer the download version. What should I do?"
Them: "I don't deal with the online store. Let me transfer you."
I get transferred to a main customer service line. The quality of the call noticeably decreases, and a man named "Jerry", with a clear Indian accent, picks up.
Me: "I made an order on the Adobe Online Store last night, and it is showing as pending. I can give you the order number."According to Adobe Online, my order is still pending. In theory, it could resolve this afternoon, or tomorrow, or next week. I can't cancel it. I can't move it forward. I can maybe call the credit card company, but I expect to get nowhere. But what I have learned (again) is that big companies that let bureaucracy get in the way of their customers will never win the customer service game.
Them: (takes number... puts me on hold)
Them: "Your bank probably stopped the order. It was a big order - more than $1,000."
Me: "That's what your products cost. And I don't think it's the bank. I used my credit card."
Them: "Let me check while it is still pending." (puts me on hold again)
(Hold music warbles in with more static than notes)
Them: "Sir, it is your bank. We have released it. You should call your bank."
Me: "That doesn't make any sense."
Them: "Is there anything else I can help you with?"
Hey Adobe, I have the money. If you think this order is too big, lower your prices. If you think I shouldn't download your product, don't offer it. And if your phone sales team can't see the online side, you should find a way to get them talking.