The Schafer Group posted on April 21, 2009 14:50
Here's a transcript of a 'Sales Support' with Adobe.
Chat InformationPlease hold as we route your chat to an Adobe Representative.
Chat InformationWelcome to Adobe.com! My name is Pete. May I assist you with your selection today?
Pete: Hello, how can I help you?
Brad: sure.. what's the best path to upgrade to the web suite from PS 7
Pete: HI Brad
Pete: I'll be glad to help you with that.
Brad: PS 7 has been a long time friend.. but it's time to move on,...
Pete: Do you own Photoshop 7?
Brad: yes
Pete: Okay.
Pete: Photoshop 7 is not eligible for upgrade to any CS4 software.
... more chat...
Pete: Full version of Creative Suite 4 Web Premium is priced at US $1699.00.
Brad: If I was to buy outright is there any coupon code I could use in lieu of that fact I do own PS 7?
Brad: or any limted time offering?
Pete: I wish I could give any discount or promotion codes.
Pete: Unfortunately, we do not have any promotions running now.
Pete: We are really sorry about that.
... goto email of the offer I got that morning....
Brad: UPGRADE & SAVE US$200 on eligible upgrades, offer extended to April 30... so you'll give $200 for upgrades but the path I need to take you don't support?
Brad: I am responding to your email campaign...
Pete: This offer applies if you own a bundle.
Brad: which your saying I can't buy from you...
Brad: Can you email me a path I can upgrade to take advantage of this offer or not?
Pete: Please click here to view the Upgrade Eligibility.
Brad: I get that.. but I need to go from PS7 to something...
Pete: We don't have a upgrade path for Photoshop 7.
... i.e. your prior purchases with us mean nothing, unless you upgrade to the newest version when we want, not when you need it....
Brad: thanks then.. I'll go the MS expressions route...
Brad: I'll be posting this to my blog as well.. to save others time...
Pete: Okay.
..i.e. this potential client is bothered, but frankly I don't care or won't bother to try and find a solution...
Pete: I'm happy to help you. Do you have any other question for me?
Brad: nope.. thanks pete.
Pete: Thank you for visiting Adobe.com today! We'd like to hear your comments. Please click on the 'Close' button in the upper right corner and take a moment to complete a short survey. Thank you!
.. followed by a survey of my experience???...
Please, don't let your sales team follow this example.