Well Hello There Peter (W New York Hotel Solicits Feedback)

Nice touch by "W New York" hotel! I like being asked for feedback, EVEN if I don't get around to giving it!  "We'd like to know if anything was less than perfect," the notes says. Shows commitment. 

Comments

[Dailey Pike]

AND NOW FOR SOMETHING COMPLETELY DIFFERENT!!!

Wednesday, July 23, 2008 8:15:15 PM PDT
Order number: XXXXXXXXXXXXXXXXXXXX
Greetings,

Please cancel my Create Adobe PDF subscription as I can create PDFs with Photoshop and I no longer need the subscription.

Best regards,

Dailey Pike
USER:[email protected]
Other product: Create A PDF subscription

Thursday, July 24, 2008 3:12:36 PM PDT
Hello Dailey,

Thank you for contacting Adobe Customer Service.

Dailey, for canceling the Create PDF Online Service, I would request you
to contact Adobe Customer Service phone support at 1 (800) 833-6687 from
6:00am to 8:00pm, PT, 7 days a week. This is not an issue that can be
resolved through this portal and they are best equipped to handle such
issues. They will provide you step by step assistance through this
issue.

Please have your case number available when you call. The case number is
listed in the subject box of your list of cases when you sign in to the
Support Portal, and in the email notifications of updates to your case.

I apologize for the inconvenience this may cause.

For your records, your customer ID number is XXXXXXXXXXX. The customer ID
number is the easiest way for us to access your account in our database.
In future, please provide this number when you contact Adobe. Your Case
number is XXXXXXXXXXXXX.

Dailey, the Web Support Portal Representatives are available from Monday
to Friday. For your convenience, on weekends we have a dedicated phone
support for Customer Service related queries. Please feel free to
contact our phone support at 1 (800) 833-6687 from 6:00am to 8:00pm, PT,
7 days a week.

We thank you and assure you of our best services at all times.

Best Regards,

Victor A.
Adobe Customer Service

July 24, 2008

Victor,

After having spent thousands of dollars on Adobe Products, not being able to do something as simple as cancel a subscription doesn't speak well for your company.

Just as I'm in the midst of making a decision whether to upgrade to Photoshop CS3.

I might have even been doing that now, instead I'm responding to you.

I'm in customer service myself.

I know someone that is not happy will tell a lot of other people.

I'm not happy.

You saying "I apologize for the inconvenience this may cause." doesn't do anything for me.

Considering the recent disaster Adobe created http://cynicalplanet.com/2008/06/25/adobe-customer-service-final-saga/ you would think they would bend over backwards for their loyal customers.

There's no need to write me back unless you're writing back to tell me my subscription has been cancelled.

I will call customer service. I expect little other than a long wait.

I suggest you send my response and the link below to your supervisors. They need to read it and allow simple things like cancelling a subscription be done online, otherwise why have this system in place.

http://www.tell3000.com/

I usually end letters with "best regards" but in this case that's inappropriate.

Imagine how easy this could have been.

You cancelled my subscription as requested.

I was thankful.

And happy.

Watch for this exchange on a blog near you soon.

July 24, 2008 - LATER THAT DAY

Okay, called the number and got an electronic voice giving me options.

Pressed a number. Got a person online.

Told them I wanted to cancel they said they'd connect me with someone.

They connected me with someone in Manila, Philippines who told me I couldn't create a PDF with Photoshop.

I informed him I could, and asked him if I should believe him or my own eyes.

Finally, eureka, my subscription was cancelled. It only cost $9.95 a month but the point was I didn't need it.

BTW, the last time I used Create A PDF it took a day and a half to get back a 1 page document.

Adobe customer service should read Pete Blackshaw's book "Satisfied Customers Tell Three Friends Angry Customers Tell 3000"

July 24, 2008 - EVEN LATER THAT DAY

GOT AN EMAIL FROM ADOBE

In an effort to constantly improve service to our customers, we would be very
interested in hearing from you regarding our performance. Would you be so
kind to take a few minutes to complete our survey?

CLICKED THE LINK AND IT SAID...

Welcome to the Adobe Customer Care survey. The results of this survey will be used to help improve the service Adobe provides, so your participation is extremely important.

The survey will take approximately 5-10 minutes to complete. We appreciate you taking time to answer the survey as this will help us further improve our customers' experience with Adobe Support.

NOW THAT'S COMEDY!!

JULY 24, 2008 EVEN MORE LATER THAT DAY

Emailed this entire exchange to [email protected], Adobe's customer service evaluation company.

[New York Hotel]

You know Peter I completely agree with you--I think it shows a lot of responsibility when a company contacts me after I've had dealings with them of any sort. For example, Easy Click Travel, my preferable traving agency, is very committed to exactly that. It makes me want to return to them.

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