UKNM: Adobe's poor fulfilment

[Ian Fenn (Chopstix)]

At 11:02 AM 3/14/00 +0000, Ray wrote:

>It's all very well having a pretty web site. But what's the point if nobody

>ever answers your emails or if your goods don't turn up on time?


Too right. Have you ever ordered on-line from Adobe Direct? I made the

mistake of doing so last week... I didn't receive an acknowledgement of my

order, nor a response to two follow-up e-mails I sent, so I ended up

calling them to discover that they'd dropped out one item and the other was

out of stock. I re-ordered the item they dropped out and was assured that

it would be delivered the following day.


The following day it hadn't arrived by 3pm so I gave them a call. They told

me that the package had been incorrectly addressed but that this had been

corrected and that I would still receive the package that day. By 4.50pm

the software still hadn't arrived, so I called again. I was finally told

that it probably wouldn't arrive until after the weekend. I asked if there

was anything they could do to get the package to me sooner. I was told that

there wasn't.


Needless to say, I wasn't very happy. I asked to speak to a customer

services supervisor and was told that she would be willing to talk to me on

Monday morning. I then asked for the details of resellers in the London

area, so that I could obtain the software sooner. I was told to call a

London number. This turned out to be an ansaphone. I then tried calling

Adobe again and found that their switchboard had closed for the weekend.


I rang UPS, the carriers, and they told me that the parcel would be

delivered on Saturday provided that someone from Adobe agreed to pay a £15

fee. I then proceeded to contact Adobe's HQ in the USA. Apparently the

company has 2000 employees over there. During the following hour I spoke to

most of them. In the end I was told that there was nothing that they could

do.


I decided to try my luck with UPS again on Saturday morning. I'm pleased to

say that recipient satisfication is high on their agenda - they agreed to

drop the package off later that same day, much to my relief.


My second package is still to arrive and there is no word from Adobe as to

when it will.


All the best,


--

Ian Fenn

http://www.chopstix.net/



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