Following the fuss and bother of earlier this week, Adobe now appears to be making moves to get closer to its customers. Lambert Walsh , Adobe Vice President, Technical Services, has penned an open letter to Adobe’s customers in which he apologises for the company’s recent customer service issues and makes a commitment to address these snags.

The letter was first revealed on John Nack’s blog, who wrote, “The quality of Adobe customer service has really taken a dive lately (I know: I end up fielding/escalating a lot of cases that come in through blog comments). Now company VP Lambert Walsh has posted an open letter to customers”.

The full text of the apology follows. We’re hoping this may mean the company – as Quark has already done – may become more transparent in its dealings with customers in future.

“Open Letter to Adobe Customers
 
“Adobe is committed to providing the most advanced, innovative products and services in the world.  Recently, however, our customers have experienced a level of service that is inconsistent with what they expect and deserve. This is unacceptable to us and we sincerely apologize for the inconvenience this has caused some of our customers.

“We are working diligently – in fact, teams are working around the clock – to resolve these issues. I’d like to thank all our customers who are sharing feedback and giving us the opportunity to respond. We appreciate your loyalty, support, and willingness to make your concerns heard. 

“Adobe is in the process of transitioning to a new global service provider that will help grow and improve the quality of our customer service worldwide. While our new partner is a recognized leader in service and support solutions, this is a major global transition that includes bringing more than 800 new agents onboard. Clearly this process has not gone as smoothly as we had planned, and we are working to immediately remedy the situation. We are confident that once this transition is completed, we will provide customers with new and better ways to engage with Adobe using their preferred methods, helping to ensure prompt, effective customer service.
 
“The Adobe Customer Care leadership team is monitoring our customers’ experiences closely to understand and respond to the challenges you are encountering. If you experience difficulties of any kind, contacting Customer Service in your local region remains the best initial course of action; however, during this transition period, unresolved issues can also be directed to adbecare@adobe.com. 
 
“Thank you for your patience and understanding as we make this transition and work to improve our service and support operations for customers around the world.”
 
Regards, 
Lambert Walsh
Vice President, Technical Services

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