"It is Adobe's goal to provide our customers with the highest-quality service and provide quick, effective assistance," explained a spokesperson. "We regret this was not Art's experience. In this case, the customer support and escalation process broke down. This is not what we want for our customers and we've worked directly with Art to resolve the issue. We appreciate his patience and understanding and will be using his feedback to help improve our processes going forward."
Next, I checked with Art to see if Adobe had resolved the situation to his satisfaction.
"On Monday I got a call from a Senior Customer Service Consultant at Adobe," he says. "She not only apologized but got my software activated. She stayed on the line until I had everything working. Then at 4 a.m. on Wednesday, I got a note from an Adobe VP which was also very apologetic and concerned. He said Adobe is reviewing its support policies and procedures and that my experience was a part of that review. For all the hassle, I do feel pretty darn good about Adobe right now."
All's well that ends well.
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