Customer Service : Stark Contrasts

Amazon Amazing Customer Service

OK I admit it I’m a sucker and ended up buying some dodgy software from an on-line retailer but hey it was through Amazon Marketplace!

The software was a copy of Adobe Lightroom, a fantastic photo retouching / processing / editing system and it was a bit cheaper than anywhere else, well quite a bit cheaper. Feedback on the retailer was ..er well OK at least I seem to remember it being ok at the time. Software arrives and installs and I’ve been using it for some time but now I need to register it so that I can take advantage of an upgrade on offer from Adobe to their latest version.

What’s this? it won’t register, I keep getting errors “invalid serial number” or something similar. I raised a Query with Adobe support. Eventually, after about 30~40 mins on the support chat line, it appears that I have a possible pirate copy of the software. From that point on Adobe is completely disinterested.

I gather further information on the retailer and a copy of the order confirmation from Amazon to send to Adobe. At the same time I send a short note to Amazon in the vague hope that I might get some advice as to what to do. Raise call with Adobe again, get the same chat support call routine trying to get me to register the same information again, even though I had clearly stated at the beginning of the call that I know it wouldn’t work. All I’m after is a contact to seek some advice or get some acknowledgement that I’ve reported a piracy case or indeed if the truth be known an opportunity to beg or scrounge a discount voucher for use when buying the upgrade.

Eventually I get to raise a web support incident, it’s hard to do this on their site believe me, set out the case and ask politely what I can do. I copy the info from the purchase from Amazon. I get an email reply from the automaton then another shortly afterwards asking for proof of purchase, it has a link in the email for me to update the case. The link doesn’t work 404 Error and indeed for several hours Adobe’s support pages keep giving 404 errors. Sometime later I get a terse email from Adobe simply telling me I’d bought pirate software, that it was nothing to do with them, go try to get your money back, tuff shit we don’t care.

But wait what’s this an email from Amazon, We’re terribly sorry, we know it’s not our fault but we feel so bad that we’re going to refund your money, all of it including postage, and straight away, it should be back on your credit card within a couple of days. Thanks and so sorry we hope you haven’t been too upset, please come back..

You know what? which company would you feel good about? Which company would you feel like recommending to others? This is customer service! The only thing I’m still pissed about is the fact that I’m going to buy Lightroom 3 (from Amazon directly of course) thereby giving money to Adobe because it really is good software, shame about that but they were banking on that weren’t they? Adobe arrogant bastards.

Canon 400D SLR – FOR SALE

Canon 400D 18-55 Kit

Canon 400D for sale

I’m selling my Canon SLR, it’s available on Amazon here Canon 400D 18-55 Kit. Offer includes 2Gb Kingston 133X Compact Flash Card.

This camera has done me well ver the years and is still a fantastic piece of kit, however I seem to have outgrown it and have been using my G10 Compact camera more often than not. So this has to go the money will no doubt be spent on more shiny things or actually to part fill the hole in my bank balance caused by the recent new shiny things.

Boxing Day

Crag Lough Boxing Day 2010

Running off the excess

Embarking on a 7 mile run on Boxing Day morning from Steel Rigg car park on Hadrian’s Wall may just seem to be a bit mad but as someone said at the end of the morning, “I can’t think of a better place to spend Boxing Day, can you Rob?” Well actually I could, tucked up in bed, down the pub in front of a warm fire would be two at the top of the list. Actually I lie, while the blister that developed on my right heel did take the edge off it all the run was fantastic and the views of Crag Lough and the Roman Wall were spectacular.

Tynedale Harriers
 Snow Angel
Crag Lough

Ice and Snow

Skiing not Running

Lunar Eclipse

Well with all weather we’ve been having over the last month there’s not always been a great deal of running going on. By weather I mean a total of 16″ or so of snow and lots of ice, temperatures on average being well below freezing all day every day for the past two weeks. The lowest I saw recently was -11 °C on 20th Dec, the day I took the pictures of the lunar eclipse. Handling the camera in those kind of temperatures was challenging to say the least.

Harlow Hill

The snow conditions at the beginning of December were excellent for skiing and the boards were pulled out of retirement for a couple of weekends. Touring around the Hadrian’s Wall area just north from here was amazing with wildlife in abundance. The sight of hares running in deep snow was a site to behold as was the buzzard cruising the forests and hedgerows for those things that dared to venture out.

Training with the club (Tynedale Harriers) has been sporadic as work and the weather interrupted schedules and dampened enthusiasm but it all seemed to be made up buy the Christmas Night Out with Derek’s organisation and Dom’s Quiz the highlight to the run up to Christmas.