Was pumped tonight to see Mashable’s post about Adobe offering a paid upgrade for their Acrobat.com service. There are things I enjoy about Adobe’s service, none the least of which is the ConnectNow webconferencing capability which I use often. One thing I don’t like is embedding a PDF in their viewer (see below) and having it’s ugly branding slapped prominently on it.
Knowing I’d upgrade if the embeddable PDF viewer could have it’s branding removed, I reached out to their live chat tonight and the Phillipines call center person was sort of dumbfounded by my simple question (chat transcript after the jump).
I reached out to ask one, simple question after reviewing the website and other materials for half an hour: “If I upgrade, am I able to remove the ‘Acrobat.com’ branding from the embeddable PDF viewer?”
This is important to my business since I want *my* branding on my website and blogs vs. Adobe’s. If any company gives us their service for free, it’s tough to argue with them slapping their brands on the viewers. If I pay for the service, I want their’s off and mine on (or none at all).
That should’ve been a simple matter for the Phillipines customer center to answer (if it’s NOT a bullet point on an Acrobat.com feature list, it should be). I understand they’re playing a support function for the service (and are not in pre-sales), but Adobe really needs to empower people like this to answer no-brainer questions like this one since people like me (with those simple-but-possible-deal-killer questions) will simply not keep working so hard to find an answer so we can give Adobe our money.
As it stands now, I have to make a phone call to find out if branding can be removed.
In a box before starting Live Chat, I typed in three paragraphs describing *precisely* what I wanted to know and that I was considering an upgrade, wanted to know *if* I upgraded could I remove branding and if so, I’d consider upgrading. Not too complicated, heh? Sure seemed so for Adobe’s representative:
Thank you for choosing Adobe. A representative will be with you shortly. Your estimated wait time is 0 minute(s) and 4 second(s) or longer as there are 1 customer(s) in line ahead of you.
You are now chatting with Glady.
Glady: Hello! Welcome to Adobe Customer Service.
Steve Borsch: hello
Glady: Hi Steve, Please give me minute to review your issue.
Steve Borsch: ok
Steve Borsch: That’s the “File sharing” help page that describes embedding…but nothing about removing Adobe’s brand.
Glady: I see, can you give me a moment to check on this Steve?
Steve Borsch: sure
Glady: I’m sorry, is this an online subscription Steve?
Steve Borsch: yes
Glady: May i ask which online subscription is this?
Steve Borsch: acrobat.com
Steve Borsch: it’s more of a pre-sales question because *if* the branding cannot be removed from the embeddable viewer, I’m not interested in paying for an upgrade to Acrobat.com
Glady: May i ask if you want to upgrade your account?
Steve Borsch: i would consider it if you would answer my question
Glady: And your question is if the branding can be removed from the embeddable viewer?
Steve Borsch: don’t mean to be rude…but are you actually reading what I’m writing? That is exactly what I’ve been asking and *did* ask in the first three paragraphs submitted before the start of the Live Chat
Glady: We are just clearing things so i can provide you the best possible answer here Steve, sorry for the inconvenience.
Glady: I apologize Steve but I think it would be best if I’ll direct you to our sales support.
Steve Borsch: where are you located geographically?
Glady: They will walk through you with your concern Sir. We are in Manila, Philippines Sir.
Steve Borsch: OK. How do I connect with sales support?
Glady: Here is the number : 866-692-3623
Steve Borsch: bye