Adobe Customer Service had drastically deteriorated in the past few years.
I have worked in IT for more than 25 years. In this period I have seen Adobe's customer service deteriorate dramtically. Technology it is now made it possible to have tech support and customer service agents any place in world, which usually means the lowest cost countries, such as India. This may help the bottom line for Adobe. However, it makes live very difficult for us IT professionals. We waste hundreds of hours a year dealing with issues, which used to take minutes to resolve. Now we get " sorry for the inconvenience". You will receive a reply on 4 to 5 days.
On November 30th of this year, becuase of an "upgrade" for my Acroba 9, my acrobat Livecycle suddenly stopped working. I decided to bite the bullet and spend nearly $200 to upgarde to acrobat XI, thinking that this would resolve my problem with Acrobat 9 and LiveCyle. Big mistake. To my utter surprise, LiveCyle does not come bundled with Acrobat XI. Doing a little research on the Aodbe Community website I found that I could apply for a free upgrade for LiveCyle ES4. I completed and submitted the form on November 30th. I have now spent many hours in chat sessions with customer service agents in India, each telling me that they are very sorry and that the problem will be resloved soon. I even received a call from a very pleasant supervisor in India, who confirm that the serial number for my free upgrade to ES4 would be dealt with quickly. Well, more than 2 weeks later, still no serial number.
Adobe, you need to return your customer service to the US or Canada. As the Director for IT for my firm, I am agressively searching for a product which will replace our Acrobat desktop product. What Adobe doesn't know it that I am also an IT consultant and belong to a group of IT specialist with more than 150 member firms and several thousand users. To the Execs at Adobe, remember Blackberry!
We/They do this because there is not a venue to file such complaints. The yahoo's at Adobe that could if there was such
Don't care
more interested keeping all the money they can rather than Prividing better service
or are too dumb to to know anything about it.
So We/They have no choice. I think it’s a combination of all 3.
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Adobe Customer Service Complaint (CS4 Master Collection)
Hi, I'm new to the forum but I have been browsing it a lot recently in reference to an ongoing issue of mine. I've largely given up on my original problem right now as I've been in touch with Adobe Customer Support no fewer than five times - online and over the phone - to little avail or respite. Instead, I'm making this post just to get it out in the open how DISGUSTED I am with the quality of customer support offered by Adobe and add to the HOARD of complaints already up here.
Before anyone jumps in and tells me what I already know, I do realise that this is a community forum and it's not a place for voicing issues with the company. However, seeing as this forum is that which comes up on google most predominantly (complaints included), I figured it was the best shout at getting my issue heard by the world at large. This is especially seeing as I've already sent my complaint to the 'official' adobe support email address, but given my current faith in their ability to respond to customer issues and complaints, I'm not exactly expecting anything useful in response to my letter - as you might figure from what I have written below.
Anyway, as such, consider this post either a consolidation or an emphatic shoutout to anyone who also has major grievances with Adobe's pathetic and totally unsupportive support system.
Dear Sandesh,
I am writing to make a formal complaint about the way in which several members of your staff have handled a case of mine recently. For your reference, the case numbers opened by your staff members are #0212480723, #0212621543 and #0212612935. Also, find attached at the bottom of this letter two separate online conversations that I had with your staff members within 24 hours. I am frustrated to even have to quote you three separate case files seeing as each of them relate to only one case, yet for some reason, your staff members opted to open new cases each time I was in contact with them rather than add to or resolve the cases already opened on my behalf. This is a ridiculous way to run a support company that is not at all focused on the customer at all.
Furthermore, I say staff “members” simply because on the 5 separate instances that I was in contact with Adobe Customer Support, I spoke to a new support administrator each time. Not only is this incredibly frustrating in itself, but the simple issue that none of your staff members seemed at all capable of referring to notes made by previous staff members, which meant that each and every time I had to chase my case up I was forced to go through the entire process of explaining the problem to every person I spoke to – either online or on the phone.
This meant that I had to waste time to accommodate your staff’s incompetence by continuously explaining my serial number problems. If only ONE of your staff members had proved capable of writing decent, comprehensive notes about my calls and only ONE of them had proved capable to read the notes made then I would have been to save HOURS of my own time and HOURS waiting to hear back from your team about my issue.
Not only this, but on three separate occasions I was promised a call back and/or email response to my problems within 24 hours of getting in touch with Adobe Customer Support. This was after two of your staff members told me that my case had been ‘escalated’ to a higher department as they did not have the means to deal with and investigate my problem correctly. Needless to say, none of these responses from the higher department actually occurred otherwise I would not have had to get in touch repeatedly. I am absolutely disgusted that multiple members of your staff made these assurances to me and for NOT A SINGLE ONE of them to follow through. On the second occasion where I was assured my case had been escalated to the higher department, I repeatedly asked the support administrator what the name of the higher department is and who my contact from the department would be and the administrator totally evaded my questions, simply telling me that I would hear back within 24 hours.
As I’m sure you can guess, I did NOT hear back in 24 hours. As such, I went onto Adobe Live Support again and spoke to Nakul. Rather than explaining why my case had not been handled in the way that was promised, Nakul simply dodged all of my questions and decided to treat my case as if it were brand new. As such, I had to go through the motions again of explaining my serial number problems, only for him to ignore them and – unlike the previous 4 people I had spoken to – decide that he DID, in fact, have the answer. Rather than actually help me, however, he opted to simply tell me that my product was unsupported because of where I bought my product from.
Having already uploaded my receipt of purchase and not received anything from Adobe by way of response, I feel that Nakul’s not-so-solution was beyond unacceptable. Firstly, because if Nakul is right, then WHY weren’t your other staff members capable of telling me this beforehand? Secondly, because if Nakul is wrong – as the previous members of staff would have led me believe – then it is totally inappropriate for him to have to completely dodged my original issue in favour of simplifying it by telling me he couldn’t do anything. In the end, it seems that Nakul has opted to ‘withdraw’ all of my cases DESPITE MY SPECIFIC, REPEATED REQUESTS THAT HE DID NOT DO SO as I was not at all satisfied in the way he had concluded my case. I AM INFURIATED AND INSULTED BY THIS.
The sheer inconsistency, incompetence and laziness displayed by all of your staff members in relation to my issue is COMPLETELY APPALLING. I have never been so stressed or insulted in attempting to get a problem resolved in my entire life. Because of your DISGUSTING way of treating your customers, I have LOST OVER A MONTH’S work time through having to compensate entirely for the way your team handles problems. EVEN NOW, MY PROBLEM IS NOT RESOLVED AND I HAVE HAD TO GIVE UP. Given that your team solely deals in customer support, I FAIL to see how they can be so APPALLING at their work and how they have not been reprimanded already – especially given the quite ASTOUNDING volume of complaints about Adobe Customer Support already published throughout the internet.
I have included my last conversation with Nakul for your reference to see my level of frustration in this conversation. I ask that you read it to see where I am coming from. Naturally, however, by this stage, however reasonable courteous I feel that this is, I completely do not expect you to offer me anything by way of apology or assurance, or even to offer me some kind of sound solution to my problem. However, you can guarantee that I will be adding this complaint letter to the Adobe community forums whatever your response – or not – just to emphasise that it is certainly time that SOMEONE in Adobe does SOMETHING about the way its horrific support service is run.
Charlotte
Conversation 1
Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
While you wait, you can try our community forums where experts are online 24/7.
You are now chatting with Biswaranjan. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
Charlotte : Hello
Biswaranjan: Hello! Welcome to Adobe Customer Service.
Biswaranjan: Hi Charlotte.
Charlotte : Hi, thanks
Biswaranjan: I am sorry for the delay.
Charlotte : That's fine. To save some time, please may I ask you to refer to the details currently held for case 212480723
Charlotte : As this support request is a continuation of this case
Biswaranjan: I will definitely help with this issue.
Biswaranjan: Please allow me 2-3 minutes while I check the case number for you.
Charlotte : No problem
Biswaranjan: Thank you.
Charlotte : Not a problem. In short, I am contacting you because in spite of my phoning Adobe Customer Support twice since the case was opened, I have yet to hear anything in response.
Charlotte : This is despite being told by the second individual that the priority of my case had been upgraded to a high level and that I would receive a phone call from the technical support team within 24-48 hours after they had done some investigation into my issue.
Charlotte : Obviously, this is very frustrating for me as it is impeding my work presently.
Charlotte : I am currently using Adobe CS4 Master Collection on a trial basis and the trial will shortly run out, which will obviously bring my work to a halt.
Charlotte : As such, I am very keen to get an answer to my issue and incredibly disappointed by Adobe Customer Support so far, as I feel like I am being misled or ignored.
Biswaranjan: I apologize for the inconvenience caused.
Charlotte : Thank you. Obviously I understand that this is not your fault personally, but it is appreciated nonetheless.
Charlotte : More importantly, of course, I just need this issue resolved ASAP
Biswaranjan: I'll be right with you.
Biswaranjan: Thank you for waiting. One moment please.
Charlotte : That's fine.
Biswaranjan: Sorry for the wait. Please do stay online.
Biswaranjan: Thank you for staying online.
Biswaranjan: I checked and see that the serial number you have provided is invalid. Since you have purchased the product from eBay.com, in this case I will suggest you to please contact the reseller to get the valid serial number.
Charlotte : I have done this already. I have already spoken with the seller at considerable length, and he has provided me with the original receipt of purchase and confirmed that he has no other serial number available.
Charlotte : Again, I have already told other members of Adobe's Customer Support this. The first support administrator assured me that by providing the original receipt of purchase (which I have already done), I would be sent a new, valid serial number by Adobe.
Charlotte : After hearing nothing from them again, the second support administrator told me that he would chase the case up to higher technicians/'investigators' who would get back to me in 24-48 hours. This was last week and I have yet to hear anything.
Biswaranjan: I'll be right with you.
Biswaranjan: Thank you for waiting. One moment please.
Biswaranjan: Sorry for the wait. Please do stay online.
Charlotte : That's not a problem. I will stay online.
Biswaranjan: Thank you for staying online.
Biswaranjan: In this case I need to escalate the issue to the higher department so that they can assist you with the issue. Is that okay with you?
Charlotte : It is okay with me, yes. However, I have already been promised this by another Customer Support advisor and I have yet to hear anything. As such, I'm sure you will understand that I am sceptical that this will resolve anything/
Charlotte : As such, I would appreciate some contact details for this department/higher advisor in the event that I need to get in touch with them
Biswaranjan: I will assure that you will get the resolution with 24 hours.
Charlotte : Okay. Regardless, please could you tell me the name of this higher department and or the advisor that I will be dealing with? Also, will I hear from them via phone or email?
Biswaranjan: Once I escalate the issue you will get the resolution via an email within 24 hours.
Charlotte : Very well. Please could you confirm this for me by updating my case file on the Adobe Support Centre accordingly with all of these details
Charlotte : Including your own details, that is
Charlotte : Just for reference for who I have spoken to about this
Biswaranjan: You will get a case number for this conversation.
Charlotte : Will this include all the information I have asked for?
Biswaranjan: You will also get the whole chat conversation.
Charlotte : Thank you very much. This is very much appreciated.
Biswaranjan: You are welcome.
Biswaranjan: Is there anything else I can help you with?
Charlotte : In which case, if in the event that I have not heard anything by 10:
Charlotte : 30am GMT tomorrow, I will phone Adobe Customer support directly
Charlotte : And quote this case number and conversation
Charlotte : No, that will be all for today, thank you very much for your help
Charlotte : I look forward to hearing a response from your higher department
Biswaranjan: It was pleasure assisting you.
Biswaranjan: You may receive an email that will contain a link to complete an optional survey to provide your feedback on the support experience. Your feedback is very much appreciated.
Biswaranjan: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
Charlotte : Thank you. Good bye
This chat session has ended.
Thank you for contacting Adobe.
Conversation 2
info: Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
While you wait, you can try our community forums where experts are online 24/7.
info: You are now chatting with Nakul. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
Nakul: Hello! Welcome to Adobe Customer Service.
Charlotte : Hello Nakul
Nakul: Hello Charlotte
Charlotte : Please may I ask you to refer to the cases numbered stated
Nakul: Let me check on that case.
Charlotte : CaseS. Plural.
Nakul: Thank you for waiting. One moment please.
Nakul: I'll be right with you.
Charlotte : Right, well. Whilst you're investigating, I will tell you my situation.
Charlotte : I am incredibly disappointed and infuriated with Adobe Customer Service at the moment. One TWO SEPARATE OCCASSIONS I have been told that my case has been escalated to a mythical 'higher department' and that I will receive a response to my serial number issues within 24 hours
Charlotte : As you will see, my first case was opened at the end of February and it is still marked as 'Pending Adobe Response' and as of yet I have yet to hear anything of substance
Charlotte : I will state clearly right now that I DO NOT WANT YOU TO CLOSE EITHER CASE
Nakul: I understand.
Nakul: May I know where did you purchased the product?
Charlotte : And instead, I would like to know the exact NAME of this higher department and a contact number
Charlotte : You would be able to find out by checking the receipt attached to my case
Charlotte : The point is that I already know you will not be able to help me with this issue - hence why my cases have been escalated by the higher department - and so I wish to be put in touch with the higher department immediately
Charlotte : I am FED UP of running around in circles at this level and answering the same questions REPEATEDLY
Charlotte : I apologise to hit out at you personally like this, but I just want to get in touch with someone who can actually and actively HELP ME instead of making empty promises
Nakul: Sorry for the wait. Please do stay online.
Nakul: I checked and see that you have purchased the product from eBay and reseller who has sold this has purchased the serial number from TOPPER GLOBAL LIQUIDATORS INTERNATIONAL.
Charlotte : You are correct
Nakul: In this case you need to contact Ebay. As this was not direct purchase from authorized reseller.
Charlotte : This is not what I have been told before
Charlotte : This includes what I have been told by other Adobe customer support agents on Live Chat and over the phone
Nakul: No I am sorry, there was little confusion about point of purchase. As you have purchased from Ebay to need to contact Ebay if not the reseller from whom you have purchased.
Nakul: Iam sorry there are no other options.
Charlotte : And is the result of the investigation by the 'higher department'
Charlotte : Because if so, I want to know exactly WHY I have not received this already in writing from a named agent from Adobe
Charlotte : As this is what I was promised
Nakul: Yes, that is correct.
Charlotte : Forgive me if I do not trust the conclusions made by an agent at this level, after I have already been fobbed off and mislead by so many others
Charlotte : Please tell me WHY I have not received this in writing then before having to contact you again now
Charlotte : And may I just take the opportunity to point out that Adobe's customer service is without question THE WORST customer service I have ever had the mispleasure of having to endure
Nakul: I am really sorry, I truly understand your concern. You can send us the email to [email protected].
Charlotte : I will certainly do that
Charlotte : In the meantime, I request that you DO NOT CLOSE OR DELETE EITHER OF MY CASES
Charlotte : As I am firmly dissatisfied and mistrusting to the conclusion that you would have me believe
Nakul: Okay I will not close the case. You can mention the case number in the email also.
Charlotte : I have all of my previous conversations with adobe customer service agents in the past in writing, and the information you have given me directly contradicts what I have previously been told about investigations and responses
Charlotte : Furthermore I would like to point out that the serial number I have used to activate my product has come from an adobe sealed product
Charlotte : It has not been used before
Charlotte : And neither has it been fabricated
Charlotte : The box has an adobe barcode and seal and so I see no reason why Adobe cannot fulfill the promise already made to me that it would provide me with a valid serail number or a valid reason why this cannot be done
Charlotte Cartner: But regardless, I do not wish to discuss this with someone at this level
Nakul: I am sorry, as because the purchase was from Ebay we are not able to help in this issue.
Nakul: We do not support for the Ebay purchase products.
Charlotte : It's not an ebay product. It's an AUTHENTIC ADOBE PRODUCT
Charlotte : Adobe generated the serial number, so why on earth can the company not CORRECT IT
Charlotte : The serial number was ACCEPTED upon my initial activation of the product!
Charlotte : It was only AFTERWARDS that it was suddenly and magically decided that the serial number wasn't valid!
Nakul: I'll be right with you.
Nakul: I am sorry, In this chat itself you have mentioned that you have purchased from Ebay and hence you need to check with the point of purchase itself, there are no other options.
Charlotte : I have checked the point of purchase
Charlotte : But the bloody point is that the serial number was ACCEPTED, and then the activation server came back to me TWO DAYS LATER and said that 'LICENSING FOR THIS PRODUCT HAS EXPIRED'
Charlotte : Accordingly, this problem has LITERALLY NOTHING TO DO WITH THE POINT OF PURCHASE
Charlotte : It has to do with ADOBE
Charlotte : Do not try and rub me off onto some phony excuses to legitimise your support teams pure, ridiculous incompetence
Nakul: I am really sorry. I checked all the possibilities, there are no other options.
Charlotte : Somehow, I fail to believe this as again it DIRECTLY CONTRADICTS INFORMATION GIVEN TO ME BY OTHER CUSTOMER SUPPORT AGENTS
Charlotte : So which one should I believe? You or the first guy I spoke to, the second guy I spoke to, or the third?
Charlotte : Forgive me if I am dubious as to the validity of any claim you are making
Charlotte : You've taken the easiest conclusion to resolve this problem to your convenience
Charlotte : And by way of fact, you're totally ignoring what I'm telling you
Nakul: I am sorry for the wrong information provided by earlier agents. We do not support for the eBay orders as it is not an authorized reseller to Adobe.
Charlotte : Well, in which case, I insist on complaining about the other agents
Charlotte : I believe their names and or agent ID numbers should be marked in my case files
Nakul: Sure, you can send a complaint to [email protected].
Charlotte : I see no reason why my problem should have to be dragged out by FALSE INFORMATION provided by other agents
Charlotte : And NO. I want YOU to put me in touch with your departmental supervisor or manager
Nakul: I truly understand.
Charlotte : I will NOT ACCEPT a generic email address that bears no promise of a response or certified apology for all this aggrevating inconveneince
Charlotte : I want a NAME, a JOB TITLE, a PERSONAL EMAIL ADDRESS and a UK phone number for whom I can address this complaint specifically to
Charlotte : As this is totally unacceptable. #
Nakul: We have one more email that directly goes to the manager, that is [email protected].
Charlotte : And what is the managers name?
Nakul: Sandesh, you can mention his name in the subject.
Charlotte : I'll mention it in the address line, thank you
Charlotte : And what is their phone number
Charlotte : And please may I also have their last/surname?
Nakul: I am sorry, we do not have the option to provide the contact number of Managers.
Charlotte : Then at least give me a surname
Nakul: His first and last name is Sandesh Acharya.
Charlotte : Thank you. Please inform him that he will be hearing from me very soon.
Nakul: Sure, I have already informed about this. You can send the email right away.
Charlotte : Thank you
Charlotte : That will be all
Charlotte : No, there is nothing else you can help me with today
Nakul: You are welcome Charlotte.
Charlotte : Thank you and good bye. Have a good day.
Nakul: Take Care Charlotte.
Nakul: I am really really sorry for this inconvenience.
Nakul: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
Charlotte : Good byeWhat ended up happening with this? I am simultaneously glad to know that someone else has gone through what I am in the midst of, and apprehensive to know the outcome as I feel like they will throw you around enough to the point that you either give up or they can cover their trail and delete the evidence of their wrongdoing and deceit! Ha, sounding like a conspiracy theorist. THANKS ADOBE, LOOK WHAT YOU'VE TURNED ME INTO!
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Can adobe customer service be less helpful?
This is what happened when I went to adobe for assistance with my account.
Thank you for contacting Adobe.
A representative will be with you shortly.
Thank you for your patience.
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We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
You are now chatting with Abhinav.
Abhinav: Hello! Welcome to Adobe Customer Service.
Abhinav: Please allow me a moment to search for the information.
Abhinav: We have not heard from you for some time. Do you wish to continue to chat?
Abhinav: You can go ahead and purchase Acrobat pro.
Abhinav: Since we have not heard from you for some time, we will now end this chat. Please click to chat with us again if we can be of further assistance.
William Terrance: You have never heard from me before
I had been waiting, went to check on other stuff while periodically checking back on the computer, then was told that it too ME too long to get back to them. The last line from Abhinav came through AS I was typing my response.
Furthermore, I have never contacted adobe before, I am a new customer.The third line really confused me, "We have not heard from you in some time." Hence my initial response that I have never contacted them, why would Abhinav have expected me to have been heard from ever?
I realized when the second post regarding my lack of rapidity responding that Abhinav apparently expected that my response time would be light years faster than Adobe's.
I know that Adobe has representatives on this forum. I hope this example can be used in some type of training that allows people, who have been waiting for a while, a goodly amount of time to respond. Perhaps I am distracted by the forums or have gone to clean some dishes...poor show.I am sorry you feel that way. But I have run into many times people I couldn't understand people on the other end of the phone.
I admit I am not perfect. Far from it. English and Grammar was not my strong suite in school. I was more into Electronics, Woodworking, Algebra, & Trig. In English I was barely average. I grew up during a time, where only women and students destined to go to a Major College/ University took typing.
So excuse my hunt & peck typing.
And although I live in a small town I run into all languages, we have Chinese, Japanese, Korean, Mexican (or Spanish Speaking), German/Austrian, Polish, Indians (from India), Sieks, Jewish People, Blacks, etc. I have no problem with the accents. What accents I do have any problem with are usually Indian/Sieks. And only if they have just arrived. If I happen to run into any that have been a few years I have no trouble.
Typically the Indian/Sieks own/run convenience stores, hotel/motels. Chinese, Japanese, Korean, Mexican, Polish, usually either work for or own Restaurants, The Jewish people usually own clothing businesses , The German/Austrian usually in various types of Service businesses. They all work hard.
I still say anyone manning phones should be required to be trained in the language they are supposed serve, and be required take Diction classes.
You may have been lucky and never got hold of someone, you can't understand on the phone. But I have on too many occasions.
Sorry if I come off as Biased, or raciest. I am neither. -
Adobe customer service and technical assistance
Adobe no longer has the standards it use to have. Only a couple of years ago I was able to get excellent customer service and technical assistance. Now representatives do not speak or write in understandable English and the chat service does not work properly. I am not against outsourcing in principle, but one would expect at least some basic training in customer service. It is unethical for a company not to offer adequate assistance to a customer who has paid over $500 for one of their buggy products.
I had to call Adobe Customer Service over the summer a few times in
connection with software activation after a lightning strike forced me
to replace some hardware. Aside from the fact that I had to do it all,
it was fairly painless, and each call (there were three) took less than
15 minutes with almost no time on hold.
Probably helped that I called at midnight here, 9 a.m. (I think) in
Bangalore.
Kenneth Benson
Pegasus Type, Inc.
www.pegtype.com -
Adobe customer service AGAIN......
I am incredibly disappointed in Adobe customer service... I don't know where they've outsourced it to,
but I FERVENTLY hope some company will come up with comparable, competing software 'cause I'll
switch in a heartbeat.
Most recent example:
Received Elements 6 from wife several months ago. Installed on desktop. Worked fine.
Installed on laptop. Worked FINE.....
Recently replaced disk on laptop.
Laptop complained and wanted me to RE-activate. Activation failed.
Called activation person. Wasted 15 minutes, was told serial was invalid.
THIS IS THE SERIAL NUMBER ALREADY IN ELEMENTS THAT'S BEEN WORKING FOR MONTHS.
Was transfered to technical support "WHERE THEY'LL FIX THE PROBLEM"...... Wait for extended period
on phone and get another person.... Who goes through same process and eventually tells me serial
number is invalid.
THEN tells me she'll transfer me to customer service where "THEY'LL FIX THE PROBLEM"... Another
extended wait on hold and another person from "customer service" comes on and goes through the
same bunch of questions FOR THE THIRD TIME........
And comes back and tells me the serial number is "invalid"..... Now REMEMBER, this is exactly the same
serial that's on the desktop and has been working on the laptop for months - I'm NOT ENTERING IT, IT'S
COMING UP WHEN IT DEMANDS IT BE REACTIVATED.........
AND, tells me if I want a new serial number I'll have to send them the invoice from where the software was
purchased... So essentially, Adobe's stance is that we're apparently all liars and cheats, and they don't
care that the software is already working on one machine and has been working on the other... Sure
hope my wife kept the invoice.....
I'll use the term "dsappointed" since I'm sure we're not supposed to get vulgar in here...Apparently there are many of us in the same boat.
I imagine that most people just give up trying and resign themselves to whatever fate Customer Support decides is best for each of us. Although there are a few here voicing their disgust and frustration I suspect that there are many more who aren't able to find this forum, or other outlets, simply because they aren't familiar enough with the Internet, search, and forum processes to even find this let alone post.
Here's my story.
Paul g Wiegman
< personal info removed by forum host >
Adobe Customer ID number: < removed by forum host >
Regarding: Photoshop CS4 software exchange.
Case # 0202119921
DATE \@ "dddd, MMMM d, yyyy" Wednesday, June 24, 2009
On April 29, 2009 I ordered (Transaction # #< removed by forum host >), from Adobe Systems an upgrade of Photoshop from CS3 (Registered SN 1< removed by forum host >) The payment was made via Paypal (Transaction ID: < removed by forum host >)
These two upgrades of Photoshop were preceded by a full copy of Photoshop 7 (Registered SN < removed by forum host >) and an upgrade to PS 8 (Registered SN < removed by forum host >.
At the time of the upgrade I was working on a Dell Laptop with a Vista operating system. I was considering a switch to a Mac. Prior to the switch I researched how many of my PC applications could be transfered to the Mac and how many I would have to repurchase. A key point in my decision was my Photoshop since a new full version for the Mac would be $639.95 from B&H Photo in NY.
I got on the Adobe website and posted an inquiry via the Customer Support Portal as to an exchange of my present CS4, PC version for a new copy of CS4, Mac Version. The text of my post follows:
Tuesday, May 26, 2009 10:42:22 AM PDT
I just recently, April 29th, purchased Photoshop CS4. The transaction # was #AD002332406.
The software is running on a PC. I'm about to change from a PC to a Mac. Is it possible to disable the PC version, and exchange it
for a MAC version.
I've been a photoshop user for years and would like to be able to take advantage of the software I just purchased during this change
Thanks
Operating System: Windows Vista
Browser: Other
Printer model / driver version: Epson R1800
Video display card / driver version: NA
Scanner / driver version: NA
Type of network (server type and protocol for connection): NA
Has it ever worked? If so, what's changed? (provide comments in description field): Not Applicable
Same results with different file?: Not Applicable
I received a reply as follows:
Thursday, May 28, 2009 9:24:44 AM PDT
Hello Paul,
Thank you for contacting Adobe® Web Support for assistance with Adobe
Photoshop CS4.
I understand that you just recently purchased the Windows® version of
the software and would like to switch your software to the Mac version.
We do have a system set up to do just that but you will need to contact
our Customer Service Department to do so.
For more information on Adobe products or services please visit us at:
HYPERLINK "http://www.adobe.com/support" http://www.adobe.com/support
Kind Regards,
Evan S.
Adobe Web Support
Given this positive reply I purchased a MacBook.
On Friday May 29th I called the phone number provided. My intent was to process the exchange as promised - “We do have a system set up to do just that .....”. The system is called a “Xplat Swap”
The Customer Representative asked for my Customer Number. I provided it. She then asked for the SN of my recently purchased copy of CS4. I provided it.
Then she asked for the SN’s of all previous copies of Photoshop I had purchased, including the original Full Version. I didn’t have any of that data on hand. That was software that I wasn’t using, had removed from my computer, and had disabled those versions.
She then told me that without the old SN’s she wouldn’t be able to process the exchange. She asked if I had registered the software. I had. She checked the Adobe files and couldn’t find any record. She then suggested that that software might be registered under a different email address.
Over the past years I have changed internet providers and indeed have had to change my email address with each new provider. I wasn’t made aware at anytime during the years that I had owned and registered Adobe software that I would (1) be required at some point to provide the SN’s of all versions purchased, or (2) retain a record of the email addresses under which software was registered.
The “system to do just that” was becoming very frustrating. I asked to talk to a supervisor who could “solve the problem”.
After a long wait I was transfered. The new Customer Support Representative (CSR) asked for all the same information again. After some discussion he informed me that I had been transfered to Technical Support, they were just closing, and he couldn’t help me. With that I was transferred to another CSR..
The third CSR again asked for a long list of information that I had given previously. He listened to what I had to say and repeated that I would have to have all the necessary SN’s before the Xplat Swap could be processed.
After some discussion I was able to provide an old, unused email address. This address proved to be the one under which the previous upgrades and original full version were registered.
He then began the Xplat Swap process. His first step was to “destroy” all of the prior registrations. These were read to me because I was told that he would be sending a PDF of a “Letter of Software Destruction” (LOD). I would have to print the LOD, fill in the various items including all of the former SN’s, and sign the document. Then the signed copy needed to be scanned, made into a new PDF, and emailed back to an address given. He admonished me that this needed to be done “within” 48 hours or the case would close.
All of the above took nearly 4 hours.
The next day, Saturday, May 30th, I printed the LOD, filled out the form, signed the copy, scanned it, made it into a PDF and emailed it back to the address provided. I was sent an acknowledgement (KMM10907345I51L0KM) that the email had been received.
Then, on June 1st I received an email from Adobe. It noted that my case had been updated. It also had another copy of the blank LOD. I responded by sending another copy of the completed LOD.
I regularly checked the Customer Support Portal (CSP) for updates. There were none. I had been admonished that “I needed to reply in 48 hours of the case would be closed” and was concerned that I was hearing nothing in return.
After posting messages on the CSP, none of which elicited a response, the process was becoming very frustrating.
Monday, June 15th I again called Customer Support. After being on hold for 1/2 hour I got a CSR. She told me that Adobe didn’t have my LOD. I told her that I had sent it several times via both the email address provided, and the CSP. Her response was simply that “Adobe didn’t have my LOD.”
I asked for a supervisor and was transfered.
The new CSR told me the same thing, that “Adobe didn’t have my LOD” and that without that the case couldn’t be processed. I explained that I had sent it multiple times. After he explained the same thing over and over I asked if he had access to the email. He said he did. I then sent a short message and attached a copy of the LOD. He said he saw the message but didn’t see the attachment.
I suggested that there might be a problem with the email system and was there another way to get the LOD to them, or might I have an improper file name, or could he suggest another solution. The reply was simply that “Adobe didn’t have my LOD” and without that the Xplat Swap couldn’t be made.
There was no attempt to solve an obvious problem and no concern for my frustration as a customer who was without critical software - I’m a freelance photographer.
I sent the LOD once more via the CSP.
On 16 June I sent a letter to the Adobe corporate office in San Jose, CA, to the attention of Customer Service. The letter outlined the situation above. To date - 24 June - I’ve had no reply. Also to date - the case on the CSP remains as “Pending Adobe Response”.
It has been nearly a month since this process has started. What appeared to be a simple exchange of software which was purchased and registered has become a very difficult and frustrating experience. Adobe Customer Service has been slow, unresponsive and at times rude. The problem is being placed on me and it has been suggested that I’m not actually sending the LOD and until I do so the exchange will not take place.
To add to the problem, when I check my account on the Adobe website the present copy of CS4 which I purchased in April in no longer registered. I do have the option of using that software on my MacBook under a program which emulates Windows, but since the software was “destroyed” by the Adobe CSR during the first call, I can’t use software that I purchased less than two months ago!
I can only imagine that if I did decide to go back to my PC to use Photoshop and tried to install the periodic updates that are part of the purchased software package that I would be rejected, again because the Adobe representative cancel my registration before the new software was sent.
At this point I’m at a complete loss to know how to solve the problem.
Sincerely,
Paul g Wiegman
My present efforts have been to contact the BBB in San Jose, CA and file a complaint as well as talk to the "Consumer Advocate" with the local newspaper here in Pittsburgh, PA. We'll see what that brings.
Meanwhile, the Customer Support Portal continues to read "Reply pending from Adobe".
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