Adobe Technical Support Problems
Seems there’s a groundswell of anger at Adobe over recent tech support policy changes, poor support etc.. Robohelp is the primary target of complaints in the recent diatribes, but frankly, Adobe’s always seemed a bit arrogant as a company and more interested in milking profit from customers than in helping them. (Witness the user-hostile behavior of Acrobat plugins in browsers, the high prices, the limited features in upgrades like Framemaker 8…) From our source:
The web traffic complaining about price increases of Adobe’s products while the perceived quality of service (QoS) in support decreases has been sharply on the rise. Technorati and Google both easily find Adobe users who are simply not happy with the QoS they’re receiving post-purchase. I have close to eight years direct experience working in the Technical Support field, and I will start discussing the Tech Support trends concerning me about how large companies handle user support in the very near future.
Add to this that the former manager of help for Robohelp has just joined MadCap software and you don’t get a pretty picture.
In our continued commitment to providing the very best technical support available in the industry, and in support of our increased customer adoption and growth, we are very pleased to announce that we have recently hired Var Galpchian as a new addition to the MadCap team.
Can this go on forever?
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