Re-set support staff mind set, with new paradigm of training.
My experience with Adobe’s support staff has been frustrating. Often, no matter how carefully I ask, there appears to be poor understanding of my question. And the staff seems to produce formulaic responses, imstead of specifically addressing my issues. For example:
I have repeatedly asked what computer configurations can best and most quickly handle time-consuming Adobe Acrobat tasks: OCR, placing duplicate buttons on multiple pages, etc.
I’ve specifically asked whether more RAM, or multicore, or other configurations would speed up OCR of scanned documents.
Adobe has not yet provided a coherent response to the above question.
Many of the support staff apparently do not speak native English. So their ability to understand the full meaning of questions and issues may be a little limited.
And there seem to be incentives to dispose of user issues rather than necessarily solve them. And disincentives for support staff to admit the need for more help. There might even be an unfortunate quota system for a support staff member to claim a larger number of user encounters.
I suggest that the support staff be trained to recognize when a user’s issue is not resolved. And not be penalized for referring that user up to a person better able to understand and resolve user issues. And then be given feedback to better handle that issue in the future.
And we users should be able to give feedback to Adobe about every encounter, so Adobe can independently analyze how well customers were served.