- Report: #412522
Complaint Review: Adobe Systems Incorporated - San Jose California
-
Author Confirmed
Why?
Adobe Systems Incorporated
345 Park Avenue San Jose, 95110-2704 California, U.S.A.
Phone:
408-536-6000
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Adobe Systems Incorporated Adobe Takes 4-6 weeks to Process Refunds San Jose California
Adobe Customer Service needs to drastically improve their handling of refunds.
In early December 2008, I purchased the Design Standard Creative Suite upgrade directly from the Adobe Online Store. I decided to exercise the 30-day return policy for the product and purchase another (more expensive) edition of the Creative Suite.
Per the instructions on the Adobe website, on December 16, 2008, I faxed in my Letter of Software Destruction (LOD) in order to receive a my refund for CS4 Design Standard (about $534).
A month later, I have still not received a refund. Adobe Customer Service tells me that they have received the LOD, but they refuse to acknowledge this in writing or email. When I pointed out that the lack of the LOD receipt could be a problem (given the 30-day return window) Adobe Customer Service responded that they did not have the authority to acknowledge the LOD. My webcase asking for acknowledgement of the LOD receipt continues to go unanswered (since 12/21/08).
Adobe Customer Service tells me that it will take them 4-6 business weeks to process my refund. This is simply the wrong way to treat loyal customers (or any customers).
c5nest
Sykesville, Maryland
U.S.A.
In early December 2008, I purchased the Design Standard Creative Suite upgrade directly from the Adobe Online Store. I decided to exercise the 30-day return policy for the product and purchase another (more expensive) edition of the Creative Suite.
Per the instructions on the Adobe website, on December 16, 2008, I faxed in my Letter of Software Destruction (LOD) in order to receive a my refund for CS4 Design Standard (about $534).
A month later, I have still not received a refund. Adobe Customer Service tells me that they have received the LOD, but they refuse to acknowledge this in writing or email. When I pointed out that the lack of the LOD receipt could be a problem (given the 30-day return window) Adobe Customer Service responded that they did not have the authority to acknowledge the LOD. My webcase asking for acknowledgement of the LOD receipt continues to go unanswered (since 12/21/08).
Adobe Customer Service tells me that it will take them 4-6 business weeks to process my refund. This is simply the wrong way to treat loyal customers (or any customers).
c5nest
Sykesville, Maryland
U.S.A.
1 Updates & Rebuttals
C5nest
Sykesville,Maryland,
U.S.A.
Refund Finally Received!
#2Author of original report
Wed, January 28, 2009
Refund processed 1/23/09. Adobe never responded to my webcase or sent me a receipt for the Letter of Software Destruction. Adobe needs to do a better job: although 4-6 weeks is not an unusual time frame for software refunds, other companies (Intuit for example) send their customers a receipt for returns. All Adobe customers are assigned a customer number, an order number (and often a case number), so refund/return tracking should be a no-brainer.
