Power to the printers: Adobe admits the error of its ways

The company released a statement saying the following:

"The intent of the FedEx Kinko's partnership was to provide a more streamlined service for customers who use Reader and value a quick and simple online print option. We acknowledge our mistake of not doing a better job communicating our plans to the entire eco-system of our print partners. We are actively seeking a resolution to this issue through direct dialogue with our customers and with the organisations that represent them."

In a report on WhatTheyThink, senior editor Cary Sherburne writes that Adobe CEO Bruce Chizen has taken to responding to the entourage of angry emails and letters and is currently in the process of arranging a meeting between Adobe executives and industry representatives; Sherburne speculated that this meeting would take place after the 4 July holiday week.

Carl Gerhardt of Allegra told Sherburne that the deal still has the opportunity to benefit printing companies other than FedEx Kinkos; even if it requires legal action.

"The first thing we need to do is to take the emotion out of it," he said. "If Adobe is willing to play ball, then we need to be proactive and help them find a way out of this. They have some contractual issues with Kinkos and we have no way of knowing what those are. The other more aggressive route would be to file legal action with the FTC on the basis of restraint of trade and unfair competition, which, if necessary, the industry ought to do."

In Australia, Printing Industries CEO Philip Andersen said he welcomed confirmation that Adobe had no plans to roll out the agreement here. The confirmation was received from Adobe's pacific marketing manager, Mark Cokes.

Andersen said Adobe had also confirmed that, although the website link behind the new button in Adobe Acrobat and Adobe Reader 8.1 software listed Australian Kinko's outlets, it was only possible to take part in the program in the USA using USA credit cards.

"Notwithstanding this, it is the philosophy behind the FedEx Kinko's agreement that has everyone concerned. The idea of a major supplier of any kind becoming a competitor by favouring one print group over its entire print customer base is a brain explosion hard to comprehend," he said.

"It has prompted widespread anger in our industry prompting an unprecedented response via e-mail and phone calls to our offices from people very vocally expressing their dissatisfaction."

Andersen said that this included individuals, companies and major Australian print franchise operations.

"I cannot recall any other single issue over several years that has so outraged so many people and prompted such a vocal response from our industry members."

Andersen said he understood that Adobe USA was trying to negotiate its contractual obligations in a bid to find a solution and had also posted a button disable TechNote on its website.

"But the fundamental issue still remains. We are in contact with our affiliates in the USA, UK and Asia who share our concerns and will continue to lobby Adobe until the matter is resolved to the satisfaction of our respective industries," he said.

Got a view on this story? Drop us a line and let us know