{"id":11687,"date":"2025-10-31T08:19:35","date_gmt":"2025-10-30T21:49:35","guid":{"rendered":"https:\/\/leehopkins.com\/silence-as-strategy-adobes-customer-care-collapse\/"},"modified":"2025-10-31T08:19:35","modified_gmt":"2025-10-30T21:49:35","slug":"silence-as-strategy-adobes-customer-care-collapse","status":"publish","type":"post","link":"https:\/\/leehopkins.com\/vi\/silence-as-strategy-adobes-customer-care-collapse\/","title":{"rendered":"Silence as strategy: Adobe\u2019s customer care collapse"},"content":{"rendered":"

\"Adobe's\"\"\"Adobe's<\/p>\n

The long quiet<\/strong><\/h2>\n

It\u2019s been months since Adobe last said a word. Not even a polite auto-reply, not even a well-aimed emoji. I\u2019ve had more meaningful communication from a Vietnamese toaster.<\/p>\n

They could have chosen decency. They could have said, \u201cWe recognise our systems failed\u2014let\u2019s make this right.\u201d<\/p>\n

Instead, Adobe chose the corporate version of playing dead.<\/p>\n

Silence, in business, isn\u2019t neutrality\u2014it\u2019s strategy. It\u2019s the digital equivalent of hiding behind the sofa when the doorbell rings and whispering, \u201cIf we stay very still, the problem might leave.\u201d<\/em><\/p>\n

The veteran who didn\u2019t go away<\/strong><\/h3>\n

They may have assumed I\u2019d vanish, that I\u2019d finally tire of sending emails into the void. But I\u2019m a military veteran\u2014a man trained in persistence, not surrender.<\/p>\n

And I\u2019m still here, tapping politely on their digital window like a well-mannered zombie who refuses to rot quietly.<\/p>\n

Every company like Adobe depends on attrition\u2014on people giving up. The trick is to make the maze so absurd that escape feels like defeat.<\/p>\n

But sometimes the wrong customer gets trapped in the maze. The one who brought a notebook, a spotlight, and an audience.<\/p>\n

A recap for those arriving late<\/strong><\/h3>\n

Adobe double-billed me for overlapping subscriptions\u2014Creative Cloud Pro and the Photography Plan.<\/p>\n

Their agents contradicted each other like drunk philosophers.<\/p>\n

Refunds were promised, denied, promised again, and finally delivered.<\/p>\n

The transcripts I requested\u2014records of my own conversations\u2014were incomplete.<\/p>\n

When I asked for a goodwill settlement, they vanished like pixels in a power cut.<\/p>\n

I wasn\u2019t asking for much. I offered to settle quietly, sign an NDA, and donate a significant chunk of any compensation to children\u2019s charities here in \u0110\u00e0 L\u1ea1t.<\/p>\n

I even helped them spot their own design flaws:<\/p>\n