Maybe I Will Upgrade, Maybe I Won’t
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: http://help.adobe.com/en_US/Acrobat.com/Acrobat/WS457C6D57-54FB-480d-8018-870E685467EF.html#WS9DFC2735-E8A5-4c64-9365-E5FE14CE9869
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
About Steve Borsch
SiteGround is 'The One'
Connecting the Dots Podcast
Podcasting hit the mainstream in July of 2005 when Apple added podcast show support within iTunes. I'd seen this coming so started podcasting in May of 2005 and kept going until August of 2007. Unfortunately was never 'discovered' by national broadcasters, but made a delightfully large number of connections with people all over the world because of these shows. Click here to view the archive of my podcast posts.