Matthew Laun's dashboard

Matthew Laun replied on July 14, 2009 13:50 to the problem "Adobe customer service is extremely poor." in Adobe:

Doug, At least now your new case, 202189256, is getting active traction now.

Cheers!

Matthew Laun replied on July 13, 2009 17:04 to the problem "Adobe customer service is extremely poor." in Adobe:

Doug,
I'm checking in on it.

Matt

Matthew Laun replied on July 07, 2009 22:44 to the problem "Adobe customer service is extremely poor." in Adobe:

Doug,
I understand your concern. Just know that there are many people like me who are trying to represent customers like you and improve your experience when dealing with Adobe as a company. Use this thread to enlist my aid should you not hear something in the next 48 hours.

Matt

Matthew Laun replied on July 07, 2009 22:20 to the problem "Adobe customer service is extremely poor." in Adobe:

Doug,
There are process improvements for our Customer Service processes underway, especially towards making the return/refund process more lightweight so that it has less back and forth and can be processed more quickly. I appreciate your frustration. I am also looking forward to seeing some significant improvements in this area.

Sincerely,
Matthew

Matthew Laun replied on July 07, 2009 20:59 to the problem "Adobe does not issues refunds or certainly does not issue them in timely manner." in Adobe:

@fairweather,
There is an update dated 7/7, so that could be a sign that this will be resolved soon. Still, I've emailed your case to our Tier 2 CS team and asked them to ensure it's completed ASAP.

Matt

Matthew Laun replied on July 07, 2009 20:37 to the problem "Adobe customer service is extremely poor." in Adobe:

@Doug,
Your case was updated on 7/6, so you might be seeing some result soon. I emailed the Tier 2 CS team just to confirm.

Sincerely,
Matthew

Matthew Laun replied on July 07, 2009 18:32 to the problem "Adobe customer service is extremely poor." in Adobe:

@Stephan,
Sorry for the delay due to holiday. I just looked at your case and I fear someone has dropped the ball. I've emailed our internal CS agents and their manager to request that they get this resolved for you ASAP.

Sincerely,
Matthew

Matthew Laun replied on July 01, 2009 20:16 to the question "How old do you have to be to get an Adobe account?" in Adobe:

I just did a quick test of creating an Adobe ID via the Contact Adobe Support page, and I got no problem for a company name. Maybe your also registering a product, or signing up for an online service? That could have different requirements. You can always put "n/a" for any field that is not applicable, and that's no lie

Matthew Laun replied on July 01, 2009 20:02 to the praise "Can you imagine how complicated the things would have been with out Adobe products ?" in Adobe:

Ahhh.... That feels good :-)

Matthew Laun replied on July 01, 2009 20:01 to the question "In Adobe 8 Professional - where is the typewritter hidden" in Adobe:

If you mean that you have a PDF with a text field form object, you should select the Hand tool, then click into the field. The hand tool should tun into the appropriate tool when hovered over any form object.

Cheers!

Matthew Laun replied on July 01, 2009 20:00 to the problem "Elements 6 SlideShow - great Stuff, but not for Mac!" in Adobe:

While there may not be a page that specifically says that the PSE for Mac doesn't have the slide show feature, it can be deduced by viewing the differences in the feature sets for the Mac and Win versions:
http://www.adobe.com/products/photosh...
http://www.adobe.com/products/photosh...

You'll see in the section titled Share, on Windows, it mentions slide shows, on Mac, it does not.

Matthew Laun replied on July 01, 2009 19:39 to the question "How old do you have to be to get an Adobe account?" in Adobe:

How about, "iSebJ International"? :-)

Matthew Laun replied on July 01, 2009 19:30 to the question "How old do you have to be to get an Adobe account?" in Adobe:

If there's no red asterisk at the field, it can be left blank. I'm pretty sure the Company field would be optional.

Matthew Laun replied on July 01, 2009 19:04 to the question "How old do you have to be to get an Adobe account?" in Adobe:

There are no age restrictions that I'm aware of. You simply need to have an email address. The privacy policy states:
"The Site and the Products and Services are intended for adult audiences, and Adobe does not knowingly collect any personal information from anyone under 13 years of age."
- https://www.adobe.com/misc/privacy.html

Matthew Laun replied on June 30, 2009 22:03 to the question "Can my spouse use my Adobe CS4 master suite software commercially?" in Adobe:

The question of use of Adobe software under student license for commercial gain is answered in the following FAQ:
http://www.adobe.com/education/studen...

See the section titled "How can I use my software — during and after school?"

Cheers!

Matthew Laun replied on June 30, 2009 14:59 to the question "Waiting for Refund for 3 months !!!!" in Adobe:

Andrew,
Sorry I haven't replied sooner. Some how I missed the thread update notification email, but came across this looking for unresolved issues.

Looks like your original RMA 65423481, started on 2/3/09, got hung up because of a dfference in the registered name for the serial number and the refund requester. I see RMA 65435279, for 2 copies of Design Standard CS4 Windows that appears complete as of 5/12.

Please let me know if this hasn't been resolved to your satisfaction.

Sincerely,
Matthew

Matthew Laun replied on June 30, 2009 14:29 to the problem "Been waiting on my refund from Adobe since Dec 12" in Adobe:

RG,
My doubts were well founded. It turned out that the appropriate team had not taken action and the refund process was *not* complete on our end. My eamil got the attention of the right people and they are pushing to resolve this ASAP.

Matthew

Matthew Laun replied on June 29, 2009 22:42 to the problem "Adobe customer service is extremely poor." in Adobe:

Scott,
I'm sorry about this unnecessary delay. It looks like the initial agent incorrectly categorized your request as coming in more than 30 days from the date of purchase.

I see a note in the new case, #202139340, dated this Saturday, which indicates:

Your refund request has been completed. Your credit
card will be refunded in 10 business days. Your
issuing bank may take 4-6 weeks to apply the credit
to your account. You will be refunded by the same
method as your payment. For example, if you paid by
credit card, Adobe will credit the same credit card
account.

Since you payed by Paypal, hopefully the funds should be quickly available.

Sincerely,
Matthew

Matthew Laun replied on June 29, 2009 21:37 to the question "Give me the new NPSWF32.dll" in Adobe:

I believe this is related to issues documented in this alert:
http://www.adobe.com/support/security...

The DLLs aren't distributed independently, but you can get them by updating the Flash Player and Adobe AIR via the links on that page. Just replacing the DLLs themselves is not a good idea for a few reasons, one is that there may be other updates in the software in other files that need to be updated in tandem. Also, later updates may not install correctly, depending on their update mechanisms.

Cheers!
Matt

Matthew Laun replied on June 09, 2009 15:44 to the question "I can't use select graphics tool in Acrobat 9 on Vista" in Adobe:

Fok,
Can you tell me which version of Acrobat you had done this with previously? And what was the method? If I can reproduce this working in an earlier version, and failing in a current version, I can log this as a bug.

Thanks!