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The order processing is probably outsourced to a third party too. I see no other explanation for something that should be: The process was atrocious. Each phone call essentially started from scratch. One time, I actually got a U.
See, that’s what the app is perfect for.
The order processing is probably outsourced to a third party too. I see no other explanation for something that should be: The process was atrocious.
Each phone call essentially started from scratch. One time, I actually got a U. It took a fucking month. By which point, the person’s original deadline and need had passed. At the end, I was explaining to the support staff what they needed to do.
I finally got someone with a bit of initiative, and after they went to their manager once and received the wrong information, I convinced them to make a second attempt, again with my clarification. These “managers” have access to a system that generates keys. All the manager had to do was look up and generate the right kind of key. Which they finally found, after my strong insistence and detailed description.
This was one of many support center “managers” consulted by staff during multiple calls, none of whom had a fucking clue about their own product.
If they had, and had demonstrated any motivation, let alone initiative, this month of purgatory would have been reduced to one 10 minute support call. You can see why they “need” to shift support overseas. It must be the only way they can afford endless hours of utterly useless support staff time. Fuck Adobe. I’m generally reserved on HN. But these bozos really deserve the outrage.
I’ve nothing against overseas for me staff. The staff were consistently polite and patient on the phone. They were just utterly untrained and unempowered to solve the problem.
The “managers”, OTOH, were in front of the fucking key generation system. They merely had to actually identify the right product and generate a key for it. I talked to a woman who claimed to be “manager of customer care and sales in North America”, and she didn’t even know how to work their systems. There seems to be no support management team in any normal sense, and no upper-management concern about the lack of support management. Here’s 59 ways they failed to deliver me a working product: That quite apparently simply is not allowed.
I did, finally and purely by chance, end up speaking with a front line support representative who not only came to understand what I was describing but who also demonstrated some initiative. When they, after my lengthy — starting “from the top”, once again — explanation, inevitably “went to their manager”, they were given an incorrect response.
I explained this, and how I had encountered it before, and what was actually needed. And this person actually went to the manager a second time and “pushed back” enough to get the manager to look again. Lo and behold, they found the right product in the licensing system a special combo installer created for the CS 5.
Unfortunately, my intuition is that that front line representative was probably not long for that job. Upon reflection, I now recall that I may have spoken to such a manager, once. Just long enough to get the brush off.
Adobe’s CS products are still pretty great. Overpriced, maybe, but hardly the unusable buggy mess that Quark became. These days, in these types of corporations, when you are asked to “mentor” someone, start looking for your next job.
Sorry, but that’s the way it works. Especially if you are mentoring someone overseas. It’s not just a matter of spite. Particularly if you’re a bit older, and you’re staying in or locked into that sort of corporate environment: You are much more employable when you are already employed.
You need a job to get a job. This is all, of course, from a U. I am all for mentoring and have been the mentor more than once. But these days and in these types of organizations, it is often not fostered or rewarded. And it is not up to you to make up the difference with your own sacrifice. I don’t think I’m at odds with what the parent says who is, I think, describing a different organizational attitude, as opposed to working differently within the one that actually exists.
But, as someone who was brought up to “pay his dues” — I’m not sure whether people even learn or believe that attitude, anymore — I’m saying, “pay your dues” is no longer a general rule and is often used as a lever of exploitation. No great surprise, my saying that.
But it bears repeating. Adobe was brilliant: My understanding was that Quark was a private company so they never had the cash to go after Adobe, also unlike Adobe they were a one product company and their multimedia offering was terrible.
Adobe had been hurting pretty badly at the time, and their stock was so low that Quark thought that they might be able to buy them and take them private. I was there The room went nuts, but I remember a few of the more senior developers grumbling that it was insane which it was.
Adobe had a poison pill, and even if it hadn’t, the stock leapt as soon as the news of the offer hit the wire. Quark never had a chance. Three years later, of course, Fred Ebrahimi fired most of the development staff, and the rest is history.
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