Adobe Customer Support is terrible… terrible… a nightmare. If you want to read about my experience, click here to read.
Some good points here. It’s something I say on a regular basis. Poor customer support is a great way to lose customers. It doesn’t help when experts encourage you to pay or stay with a company that has poor customer service.
Another great point is having a credit or debit card where you keep little or no money on it. At some point, I will go with one of those prepaid debit cards and keep very little money on it for this reason. As a result of his post, I won’t be going with a subscription with Adobe. In fact, I use a different free PDF reader that isn’t part of their system as their free PDF has too many issues.
Back in 2013, I had a 6 month paid subscription with Ancestry.com. About 2 1/2 months into the subscription, I couldn’t access Ancestry at all. I contacted them and they acknowledged it was a bug on their end. For the next 3 1/2 months, I could not access Ancestry. I asked them for either a credit or a refund as it was their fault I couldn’t use my paid subscription for over half of my paid subscription. End result, they did nothing. I cancelled my auto-renew before it was scheduled to be charged. I haven’t had a paid subscription for 7 years now with Ancestry. I have no plans to go with a paid subscription until they fix the persistent bugs that continually plague their system.
I find it disturbing that so many professional genealogists have no problem supporting Ancestry and encouraging others to pay for Ancestry subscriptions. The professional genealogists are part of the problem, not part of the solution.