Absolute WORST customer support - lied to and ignored

i have never received worse customer support company.

 

about month ago downloaded trial adobe media server 5 had been running fcs 1.5 long time , decided time update.

 

the trial worked custom application, , contacted adobe sales rep during trial period.

 

i chatted on phone , assured me difference between ams 5 standard , ams 5 professional (besided additional $1000 price tag) ams 5 professional had ip multicasting, functionality did not need (this misinformation #1). assured me there educational pricing (as work @ university).

 

i received link regular store, , when inquired told there no education pricing ams 5 (misinformation #2).

 

so based on advice of representative, purchased standard edition - purchasing here takes multiple signatures , few weeks of time. when got ams 5 standard, installed and.. lo , behold application did not work - worked when removed serial # server. after ridiculous amount of digging , reading logs, found ams standard not support custom applications. had been misinformed sales representative.

 

i contacted support - took 1.5 hours them me, , when picked phone (using callback service) took 10 minutes pick up! had give information 3 separate times 3 separate staff before transferred proper department. spoke on ams sales team , told them had been misinformed representative purchase, , not able make deadline hoping there way fixed. asked name of representative , mentioned speak them , and me.

 

the original sales representative got me , spoke , insisted incorrect , mentioned custom apps. said not case , if possible, review phone call recording accuracy? said take time. said considering adobe's mistake, possible upgrade version? said not anymore , best refund. explained deadline looming , not able purchase new verison in time. said there nothing do, asked speak manager. manager e-mailed asking phone number, , never called me. 2 hours later sent following e-mail:

 

hi [manager],

 

i still anticipating call today before 4:00 pm pst. had asked original phone conversation recording reviewed accuracy. resolution of issue time sensitive please call possible.

 

cheers,

[me]

 

and received in response.

 

 

hi [me],

 

calendar tied today. call first thing tomorrow morning.

 

wanted let know not record calls.

 

thanks,

[manager]

 

okay, call centre doesn't record calls - really? that's 3 pieces of conflicting information now. (admittedly) got bit angry:

 

i keep getting different information each person , has wasted significant amount of time. on phone told review recording of call, told don't record calls. told there educational pricing, find there not educational pricing. told difference between versions ip multicasting led me purchase standard version, had find out on own that not case. adobe take responsibility mistakes , misinformation. upgrade professional version. if not authorized that, please put me in contact can.

 

 

and guess what? nothing. sent e-mail.

 

hi [manager],

 

is there reason why have not gotten phone call or e-mail response?

 

thanks,

[me]

 

i got back:

 

i called , left vm.

 

will try connect later today.

 

thanks,

[manager]

 

and haven't heard them since. deadline today, have no server, no running application, , totally hooped. have po in pro version, won't processed week. have mailed manager , sales rep letting them know i'll following on issue, doubt repsonse them either , have no clue direct inquiry...

 

so, adobe, providing wrong purchasing advice, blaming on me, giving me runaround , ignoring me. guess companies no longer care customers, bottom line.

some adobe staff in contact you.

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