Quark vs. Adobe, a race to the bottom?
Abstract: In this blog I have ragged on
Quark more than once. My frustration in dealing with them has been mostly due
to what in my opinion is poor customer service. I had decided to deal with
Adobe and use Adobe InDesign where possible. Now I have had to deal with
Adobe's customer service organization and in my opinion I have found the
experience, unfortunately, about the same!
Quark
My most recent Quark fiasco follows my purchase of Quark a couple of months ago. I am an educational user and Quark would only ship the copy of Quark I purchased to the university. I had to get a letter from the associate dean to activate Quark. Even though I bought Quark and a mobile license it took many calls, apparently to India, to get my software activated. It was very frustrating. Now, just a few weeks ago, a department at SJSU bought 10 copies of Quark. Quark shipped the software to my house by mistake, along with the activation codes. I guess since I had my problems somebody at Quark has entered in my home address as the address of San Jose State University! I am going to watch my Visa bill very closely to be sure they did not enter that too.
Adobe
All this is because I am working with my wife to produce a book on a computer software application. For this book we need to use Quark and we need to use the font "New Caledonia." That's all well and good except I do not own this font! We are in production on the book. No problem, I thought, I would just buy and download the font and get back to work. That was four days and about eight calls to Adobe tech support ago. I still do not have the font.
This what I got Thursday (and still get.) I called and was told by Adobe tech support that their server was down. So, I called the next day. I was told the server would return to life in a couple of hours and to try again then. I did, as far as I have ever gotten is this:
They have reinitialized the download. Finally they said they would Email me the fonts. It is Sunday night and I still have not received my fonts. I have called and called Adobe tech support. I have been nice, they have been nice. But, so far, I have spoken to Adobe's tech support and it seems the only thing I have gotten is my credit card charged.
My most recent Quark fiasco follows my purchase of Quark a couple of months ago. I am an educational user and Quark would only ship the copy of Quark I purchased to the university. I had to get a letter from the associate dean to activate Quark. Even though I bought Quark and a mobile license it took many calls, apparently to India, to get my software activated. It was very frustrating. Now, just a few weeks ago, a department at SJSU bought 10 copies of Quark. Quark shipped the software to my house by mistake, along with the activation codes. I guess since I had my problems somebody at Quark has entered in my home address as the address of San Jose State University! I am going to watch my Visa bill very closely to be sure they did not enter that too.
Adobe
All this is because I am working with my wife to produce a book on a computer software application. For this book we need to use Quark and we need to use the font "New Caledonia." That's all well and good except I do not own this font! We are in production on the book. No problem, I thought, I would just buy and download the font and get back to work. That was four days and about eight calls to Adobe tech support ago. I still do not have the font.
This what I got Thursday (and still get.) I called and was told by Adobe tech support that their server was down. So, I called the next day. I was told the server would return to life in a couple of hours and to try again then. I did, as far as I have ever gotten is this:
They have reinitialized the download. Finally they said they would Email me the fonts. It is Sunday night and I still have not received my fonts. I have called and called Adobe tech support. I have been nice, they have been nice. But, so far, I have spoken to Adobe's tech support and it seems the only thing I have gotten is my credit card charged.
Posted: Sun - January 25, 2004 at 07:27 PM
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Published On: Jun 08, 2004 12:32 PM
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Published On: Jun 08, 2004 12:32 PM