Customer Service of Creative ---- unsatisfact

Hi,
Creative seems not concern the problems which their customer face. I bought a MP3 in HK but it broke down, then I called the US hotline to see whether they can help me but unfortunately they did not help me any. So I sent a email to HK Customer Service and asked me to repair here but without telling me the address. They only gave me a non toll-free number.
They did not told me the cost of fixing my MP3 player, is there any mininum charge? how long does it take to repair? where should i send to repair? If it costs me US$00, it seems not reasonable for the MP3 player which i bought only US$200, what should i do?
I am in Kansas for just 3 months and I li've in dorm which the phone is unable to call outside Kansas. What should i do now?
I wish the executi've or customer representati've of Creative can read this email
thanks
Ming LAI

gnimiup,
Which player do you have and when was it bought? Since you are in the US region now, you should contact US support for further RMA advice. If phone call is not within your reach then you could write in to support.
Americas Customer Support
Jason

Similar Messages

Another Customer Service Compla

Hi, and thank you for reading this message.
I've experienced bad customer service from Creative and feel it necessary to add to the other warnings posed in this forum. The basic theme is the same: Creative seems to take deliberate steps to make receiving support (especially warranty service) very difficult.
Specific ways I have experienced this apparent discouragement from utilizing support are:
-- Creative uses fees to discourage legitimate telephone support. I am still in my warranty period with my Zen Micro, but I had to pay $5USD to use the telephone to get an RMA for repair. By the way, it was a toll call: the "toll-free" line is not for customer service.
-- Once I had navigated the telephone system and waited a long time for the "next available representati've," he was surly and acti'vely sought to get me to use email support instead. Even after explaining that it was my preference as a customer to use phone support and that I was willing to pay a fee that I disagreed with to do so, he persisted.
-- Creative does not provide postage for shipping a defecti've item in for service. Admittedly, I've only required warranty service from a handful of companies, but this is the first time I've had to pay to have a manufacturer correct its mistakes.
-- Creative is now trying to get me to pay $25USD to have the diagnose the problem with my Zen Micro. Remember, this is after having paid $5USD to have a reluctant technician step through a diagnostic procedure with me over the phone.
If you are considering making a Creative Labs purchase, please consider whether you can tolerate similar headaches with warranty service. My personal advice is to choose another vendor.
--Cliff Bowman

i have been mistreated as well (view exchange of e-mails), does anybody know where in creative i could get help?
"Dear *name removed*,
>
> what you have written is not acceptable.
>
> i don't want you to service my battery cover, nor do i care if a screw
> is missing.
> the "on" button fell off, and that's exactly what i demand that you fix,
> and that does fall under the warrenty. any claims of "warrenty voided"
> because a screw is missing, is your company mistreating her customers.
> i need the on button fixed, and that's it. 89 usd is basically what i
> paid for the unit, and is TOTALLY not accepted, especially due to a "missing
> screw".
>
> please fix the button and send it back ASAP. as i've told you - i'm a
> journalist, and in need of the unit for work reasons, and on a daily
> basis.
>
> if you still think of it as a problem, please refer me to the head of
> the department, and i'll deal with him directly. i request again - i need
> your assistance asap. this whole saga is taking too long, and basically -
> makes "creative" look very bad.
>
> with regards,
>
> Eyal Marcus
> 972-522-444965
>
>
> ----- Original Message -----
> From: "Creative Labs Asia Customer Support"
> <[email][email protected]][email protected][/url]>
> To: "Eyal Marcus" <[email][email protected]][email protected][/url]>
> Sent: Friday, September 22, 2006 9:0 AM
> Subject: Re: Reference to Case ID: 26438 (KMM47864I6636L0KM)
>
>
>> Dear Eyal Marcus,
>>
>> Thank you for sending over the player to Singapore. I would like to
>> inform you that I have received your parcel dated [22nd September
> 2006].
>> The below are the items that received:
>>
>> . Creative Zen 20GB
>>
>> I had had the unit send to our Creative Care for further verification.
>> However our officer is unable to servicing the unit. Based on the
>> infomation [attached photos] from our Creative Care, it seem like your
>> unit had been tampered and it is not cover under the product warranty.
>>
>> . Screw of the Player is missing and you may like to know that any
>> part/item is being remove from the product is consider as warranty
>> voided.
>> 2. The warranty shield is not totally intact with the player.
>> 3. Broken battery cover
>>
>> In order for us to servicing the unit, there will be a cost of USD
>> 89.00.
>>
>> Please let me know if you are open to this resolution. If you have any
>> additional questions, comments or concerns please include them in your
>> response and I will do my best to address them. Thank you.
>>
>> Best Regards,
>> *Name removed*
>> Customer Support Services
>> Creative Labs Asia"
please, help me.
[email][email protected]][email protected][/url]
Message Edited by Dale-CL on 09-23-2006 0:03 AM

Upgrade to Creative Cloud 7 days ago - still no access to full products customer service not helpful

I upgraded to the full Creative Cloud access on the 13th of April through customer service. I saw a promotional offer for $29.99/month for access to all the CC apps, but since I was already signed up for Premiere Pro CC at $19.99/month it said I needed to speak to customer service to upgrade.
I did that. The customer service rep upgraded my service to $29.99/month and assured me that I would now have access to the full creative suite.
You can see that I was billed for $29.99 on April 13th:
After that upgrade nothing changed on my end. I had full access to Adobe Premiere CC like before, but otherwise all other programs(photoshop, illustrator, etc) still downloaded and ran as trial versions. I contacted customer service two more times. They were unable to resolve the problem and only escalated the ticket.
I have not had any response from either ticket. And looking at it now it looks like one of them is listed as "withdrawn" with no notes from Adobe's end and no resolution to my problem. The other ticket is still open pending Adobe's response.
To top it all off today in Premiere CC I received a notice that I would lose access to Premiere in 5 days because of some error in the billing information. So in 5 days time I will be paying $29.99/month and have access to zero Adobe products.
So I'm writing this post in hopes of actually getting someone that can solve my problems to take a look. I don't want to spend another 2 hours in a chat-box with an overseas customer service rep who only copys and pastes pre-formatted responses to me. I don't want my ticket escalated and then ignored. I want the service that I paid for, or I want my money refunded.
What I think happened is that the customer service rep who upgraded my membership to the full creative cloud suite forgot to flip some switch. It seems like they increased my billing rate but didn't actually change my subscription.
Here's the picture that shows exactly what service shows up in my account:
Here's what my creative cloud app shows - notice that I only have access to trial versions of most of the software:
Please don't tell me to try logging out of creative cloud, or deleting files on my end, or check my DNS settings, or any of that. I've been through it - twice - with your customer service reps already. It did nothing. The issue is on Adobe's side. Somewhere in some database my account is not set to full creative cloud access. There is nothing I can do on my end to rectify this.
Please - I would either like this rectified, or have my money refunded. Anything else is unacceptable. And as a whole my experience with customer service has been frustrating, unhelpful, and not up to the standards I expect from a high-class company like Adobe.

Have you logged out of your Cloud subscription and then back in?
Chat Now button near the bottom for Activation and Deactivation problems may help
http://helpx.adobe.com/x-productkb/policy-pricing/activation-deactivation-products.html
or these
Upgrade single to all Cloud http://forums.adobe.com/thread/1235382
http://helpx.adobe.com/x-productkb/policy-pricing/membership-subscription-troubleshooting- creative-cloud.html

My email Conversation with Creative Customer Service Regarding MicroPhoto Rep

So I am having a problem with my MicroPhoto because it is goign to recovery mode and is not detected by P.C. (my original post, http://forums.creative.com/creativel...ssage.id=98326 )
Here is my conversation after sending in my info about my player
ME: Support Inquiry: ID(8) My MP3 player is not detected
Product: ZEN MicroPhoto
CCPP Certificate Number:
Serial Number:
Purchase Date: /9/2006
Operating System: Windows XP
Creative Model Number: DAP-MD0007
Computer Brand/Model:
Processor/CPU:
Memory:
BIOS Type/Revision:
System Board/Chipset:
Detailed Problem Description:
I am having a problem with my Zen MicroPhoto, it started to "freeze" on
the Creative Logo while booting up, so I went to the recovery mode and
used clean up and format all and when I booted up again it gave a
"firmware error" logo. So now when I boot it to gives me a weird
scramble of white dots on the screen and goes to the recovery mode. Now
my computer won't detect it and I downloaded multiple firmwares and they
wont detect it but the Creative Recovery Tool detects it but when it
says click "run" on each dialog boxes to continue, no dialog boxes
appear. It shows up in My Computer under "other" with the label Creative
Zen MicroPhoto with a 20mb capacity. Obviously something is wrong with
the firmware and I need help figuring out how to fix it. thanks.
CREATIVE: Dear Brian,
Thank you for using Creative's Email Support System. We appreciate the
opportunity to assist
you.
I understand from your emauil that you want to get an out of warranty
repair for your Zen MicroPhoto.
Based on the description of the issue you had provided, it sounds as if
the hard disk of your Zen MicroPhoto needs to be replaced. This costs $
$0. However, before we can issue you an RMA, we would also need the
following information from you:
Purchase Date:
Serial Number: (Please consult this picture to know where you can find
your serial number: http://ask.americas.creative.com/wwi..._micro_ser.gif)
Alternate color choice:
(Please note that the alternate color choice is only used to decrease
the turnaround time of your RMA if the unit must be replaced and the
color of your player is out of stock. If you only prefer to have the
same color that you sent in, please be sure to note this.)
I will issue you an RMA as soon as we receive the information that we
need. I apologize for the delay.
ME: $0? I can buy a new one for $50 more. I don't mean to seem like a know-it-all but I am strongly convinced it has a software or firmware error. I relize I have a few fields to fill in but I will worry about that later. It seems like all the people on the forum that have the same problem
CREATIVE: Hi Brian,
Thanks for choosing Creative!
I understand you are concerned that your Zen MicroPhoto may have a
firmware problem because it gave you a firmware problem error. Sorry
for the confusion.
Your player most likely does have a firmware problem, but the constant
freezing also indicates a hard disk problem, which will cost $0 to
replace. If the firmware is the only problem, then the cost will only
be $25.
I recommend considering the new Zen 8GB player. It also includes a
color screen but will also play videos and contains solid state memory
instead of a hard dri've, so you don't have to worry about internal
moving parts wearing out as with the MicroPhoto: http://us.creative.com/products/prod...=&product=6999
If you would still like to arrange out of warranty service for your
MicroPhoto, click here: http://us.creative.com/onlinerma/
I hope this hel
ps.
Thanks for choosing Creative!
Best Regards,
Technical Support
Creative Labs Americas
ME: It doesn't freeze anymore. It only froze when it first got a problem. So when it continued to freeze, I used the clean up and format option in the recovery mode. After I did that it just goes right to the recovery menu.
I would be willing to pay $25 for a fix but not $0. Would it be possible to arrange it so it could be looked at and fixed but only if it is a firmware problem? If it is a hard dri've problem, I would just want it sent back.
Thanks for the help.
CREATIVE: Dear Brian,
Thank you for contacting Creative Technical Support. I understand that
your Zen MicroPhoto was displaying a Firmware Error and now only boots
into the recovery mode. We appreciate the opportunity to assist you
today.
This indicates that the firmware was corrupted and deleted from the
player. The recovery mode is the only place for the player to boot into
now that the firmware is lost. The only way to correct the issue at this
point, would be to reload the firmware.
I see in your previous messages that the player was not properly
detected by your computer or the recovery tool. If this is the case, the
player must be sent in for service and can not be resolved at home.
Here are the last steps you can try before sending the player in:
. If you would like to try one more time to reload the firmware, please
first enter a cleanboot of Windows. This will disable certain background
applications that may be interfering with the installation of your
software. Please click the link below for detailed instructions:
http://us.creative.com/support/kb/ar...p?l=3&sid=6738
2. Next, try the firmware update once more. For detailed instructions
and the proper download, please click the link below:
http://us.creative.com/support/kb/ar...p?l=3&sid=4789
Failing this, you can click the link below to set up the RMA online with
our new online RMA submission form:
http://us.creative.com/onlinerma
Please let us know if you have any other concerns or questions.
Best Regards,
Technical Support
Creative Labs Americas
ME: Is it O.K. that I don't know my exact date of purchase? Can I put a rough date or does it matter?
I would like to send my player is to get fixed but under a few conditions that you can assure me will be followed.
. The hard dri've will WILL NOT be replaced and I WILL NOT be charged $0.
2. I will be contacted before anything you replace that will cost me more than the original $25 fee.
Is this alright? email me back.
I appreciate your help, thanks.
CREATIVE: Dear Brian,
Thank you for contacting Creative E-mail Support.
I understand you have some questions regarding your products warranty
coverage, and the RMA process.
In order for the product to be considered under warranty you will have
to supply a copy of the original retail sales receipt with the date of
purchase, product purchased and the place it was purchased from. If
the product is sent in without a copy of a original retail sales receipt
with that information the product will be deemed out of warranty. The
minimum out of warranty fee is 25. USD which only reflects labor cost.
In the event that a part needs to be replaced there will be additional
parts fees based on the problem you have described the Hard dri've your
Zen MicroPhoto will likely need to be replaced the cost for hard dri've
replacement out of warranty is 0. USD for your product. This price
reflects parts and labor. It is recommended that you send a check or
money order for the full amount with your Zen MicroPhoto. In the event
that you do not send a check or money order for the out of warranty fees
a Creative Representati've will e-mail you to arrange payment prior to
making any repairs or replacing the player. In the event you do not pay
the out of warranty cost the player will be dispositioned by the RMA
department.
Let us know if you have any additional questions or concerns.
If you still require assistance, please reply to this email with any
previous correspondence to ensure the quickest and most accurate
service.
Best Regards,
Technical Support
Creative Labs Americas
So basically, if I send in my player I will pretty much be charged $0...which is pointless because there is no way I am paying that.
I stumbled upon this is site http://www.zenrepair.com/Zen/index.jsp and I may consider trying them. What do you guys think about Creatives service?
Has anyone ever heard of or tried that Zen service site before?
*Please remove the names of our advisors before posting support emails. Dale-CLMessage Edited by Dale-CL on 09-23-2007 :06 AM

Hi,
I am trying to get Adobe to rerelease the software and registration number for my CS4 suite but my email & ID has changed from [email protected] to [email protected] for some reason the ID link now says I am in the US not Australia. I get the same message:
To change your country, contact Customer Service.
But that has not been possible online.
Do you have an email contact for them please?
I only want the dreamweaver and adobe pdf creator & editing software but the links on US site don't work either.
I already paid for the whole suite a few years back so don't want to pay again after I had to replace a HDD in a windows 7 machine.
So do I send a letter via Australia Post to:
Adobe Systems Pty. Ltd.
Tower 2, Level 27
201 Sussex Street
Sydney, NSW 2000
Australia
Tel: +61 2 9778 4100
or how about technology that was 300+ years old and FAX'em
Fax: +61 2 9778 4190
Surely email is not too much to ask???

CREATIVE ZEN TOUCH - CUSTOMER SERVICE WONT H

CREATIVE, i will never ever buy another product from you again and will encourage all others not to buy from you because of your poor customer service. My problem is not with the product as such, i own a Creative Zen Touch and until about?6 weeks ago everything was going fine, when i formatted my harddri've. It was then i relised i had misplaced my Zen Touch software CD, so as you'd expect the first place to look would be this website.. off i go looking around the store and customer support, i even sent an email.. to be fair i did receive an automated response about tunring off the Zen and trying again (useless when i need a software cd howevere), so i waited a while (a week) to see if they'd reply - which they didn't. So, i then sent another which ended with the same result., and then again with the same results. Just now i finally called customer support (paying intl call-rates) and all i got was an automated response telling me to log onto the customer-support page on the website. ARGHH!!?Basically if anyone, ANYONE can please please tell me where i can get the Creative Zen Touch software CD it would very very very very very appreciated as i go on holiday in two weeks and i don't really want to fork out more cash on an I-Pod or I-Pod alternati've (never again will i buy Creative). Angry-customerMessage Edited by angry-customer on 03-29-20060:46 PM

Clearly, this is not true.
Despite seeing everywhere that "firmware available via USB from creative.com" the Creative Sleek Photo has no firmware that is available online anywhere and when you ask, everyone from customer support talks to you as if you have 5 heads for even suggesting that it should be available like anything else is.
This IS ridiculous and I too, have no more interest in Creative products despite purchasing my last 2 MP3 players from this brand, I'm done with this mess. It's frustrating beyond belief that a simple fix turns into a huge fiasco all because the company has no real rhyme or reason for failing to offer any support for a product, instead forcing you to send said product in the mail to take weeks for something that otherwise take a few minutes.
Truly absurd.

While upgrading Adobe Creative Suite CS4 ME into Adobe Creative Suite CS5.5 Design Premium, I get an error saying This serial number is not of a qualifying product, please try another. I used to be able to get a code from customer service but I can't get

While upgrading Adobe Creative Suite CS4 ME into Adobe Creative Suite CS5.5 Design Premium, I get an error saying This serial number is not of a qualifying product, please try another. I used to be able to get a code from customer service but I can't get to the chat. Please advise!!!!

MoeGhazal I reviewed your account and it looks like you have have upgraded from a CS4 volume license for Design Premium to a retail upgrade of Design Premium 5.5.
I also show that you made two purchases of CS5.5 Design Premium but the second purchase was canceled. Please make sure you are utilizing the serial number which ends in 7886.
If you are using the correct serial number then it is likely the installer will not recognize your volume license CS4 serial number as being valid for an upgrade. If you can contact our support team then you can be walked through an unlocking procedure to allow you to proceed with the installation. You can contact our support team directly at Contact Customer Care. You may want to try installing a web browser you have not previously utilized. It is likely a toolbar or some other software application is affecting your ability to access chat support successfully.
If you are still unable to reach our support team then please verify the information under your account is accurate. If you can please then update this discussion after confirming this then I can request a member of our support team contact you directly.
Again I would recommend reaching out directly if possible as it will be the most efficient method of resolving your current error.

I need to cancel my yearly subscription to Creative Cloud, and so far Customer Service (email, chat, etc.) has been of no help.

I need to cancel my yearly subscription to Creative Cloud, and so far Customer Service (email, chat, etc.) has been of no help.

I agree. I personally just want to downgrade to a single-app account, and the company makes this almost impossible to do. Is this even legal?

Poor Customer Service

I am shocked at the level of poor customer service I get from Adobe sales reps on a consistent basis. It is as if Adobe assumes their products are without peer - so the sales team can take its customers for granted. I recently subscribed to the $19.99/month for Acrobat pro. I inquired if I wanted to upgrade to the full Creative Cloud for $49.99/month how could I upgrade. I received a wide spectrum of bizarre responses that ranged from, n you can not upgrade to you must first cancel your Acrobat subscription, pay the termination fee - and then create a new subscription for the entire Creative Cloud. Each sales rep seemed very tenuous at best and when I would inquiry further that it did not sound right - then they all would be very snarky and sarcastic. I was shocked at the level of unprofessional behavior from your sales team. It is as if Adobe does not have a culture of personal accountability when it comes to dealing with the customer.
I fine it very odd if Adobe is serious about providing CLoud Services, why it does not make the subscription model more flexible and upgradable for the customer. I am also not sure why Adobe does not make this something that a customer can simply do on their own by logging into their account. Evernote, Dropbox, Google - these are all services that allo the cusotmer to upgrade to more features and services online in a matter of seconds - as opposed to forcing customers to call in that crazy phone menu hell - then deal with snarky phone reps that sound unsure of themselves but then get upset when you ask follow up questions.

Attached is the letter I sent to correspondance, I haven't heard back from
them so I don't know if it has been addressed yet.
I was with Sprint for over 10 years, when I changed to Verizon my bill went
up, however I was willing to stick it out because the customer service was
so much better. I have been very surprised at the service I have gotten
through all of this.
I really didn't want to leave that post on the community board, but I was
not getting any help. However, today, someone was able to help me get the
Asurion claim for my sons phone. Kudos to that rep. It amazes me how I can
speak with 3-4 people, give them all the same information and EACH AND
EVERYONE of them gives me a different answer. I had spoken with probably 4
people before the one today and gave them the same information (probably
more) and not one of them resolved the problem the way this one did nor as
promptly!
Thank you for following up with me, I hope you can help me get these
matters resolved.
Tricia Godwin
On Sat, Apr 18, 2015 at 2:39 PM, Verizon Wireless Customer Support <

Customer Service

I am having real difficulty in getting someone to take this issue on because I am not a number (RMA).
We bought the MP3 player in July 200 for my son who is autistic. It is very important to him that his stuff looks right and he simply will not use something that he doesn't like the look of. He loved his Creative Zen mp3 player and from August 200 to Jan 20 he would have it on all the time if we had let him. In Jan the device refused to return to the home screen. I contacted your customer service department. tried the reset button - several times. downloaded the fix programme - no joy. Sent more emails and received one with a form to send it back to you. I used the form, sent a covering letter BUT because of the blessed RMA number or rather the lack of it the MP3 has vanished in your system. I sent in proof of purchase as requested, I sent in proof of posting as requested. I have been asked at least 0 times if I have an RMA number - I don't. The numbers of some of the emails I have been sent are undernoted. Apparently it is my fault that the item has gone missing in your system. I have worked in a complaints department and know a 'too much work, I'll send a holding email' when I see it.
My son asks daily why you are not sending him back his MP3 player. Should I tell him that you have effecti'vely stolen it from him? Please be honest if this is genuinely all you can do. At least I will know where I stand.
KMM34903203I5977L0KM
KMM3376466I5977L0KM
KMM30778934I5977L0KM
KMM3079634I5977L0KM
KMM3079634I5977L0KM
KMM2685697I5977L0KM
KMM26775493I5977L0KM
Kate

I fully appreciate that you are not in a position to resolve the matter from the constraints of your role. I know that you understand my frustration at having to send countless emails to people both in Customer Services and to yourself that do not seem to have any effect.
My initial emails to your customer service department brought no response although they were polite in the extreme. It is only now that I am sending more strongly worded emails that I feel I am making progress.
I do feel that my integrity is being brought into question here and I would like the matter referred to the highest level possible.
Please can you arrange for this to happen.

Absolute horrible customer service!!!! I cannot use a product I've already paid for and no one is helping!!!!

So I have been a longtime Adobe customer. I have nearly every version of the creative suites, with all the bells and whistles and have spent thousands and thousands of dollars on these products for our business as well as personal use. SO.....we just upgraded the OS on our primary editing bay, and I found that I needed to reinstall the Premiere Pro 5.5 upgrade to the system that I purchased online a couple years back. I go to access my online account, and it said that I needed to reset the password, but the problem is that the email that was used is not turned off and I have no way to access.
Thinking that this was not a big deal, I contacted support via the chat system. The first person told me he could not help at that time, and while asking a follow up question he (or she) cutoff the chat. I immediately started another chat. The next agent stayed on, but also said that they could not anything, but they would escalate it to the next group up, and that they would transfer the account to my current email address. That was nearly 3 weeks ago.
I have since received emails nearly daily apologizing for the delay (a form letter) in resolution. Then I got another email saying I needed to write a letter saying what I wanted, and that should take care the problem. So....I did. Then I got another email.....this time saying that the letter was not enough, and that I would have to add a scanned image to the letter of my government issued ID. I replied, indicating my patience has run out after 3 weeks, but sent the letter again as requested. And guess what??? Today I get another email with an apology, and that it would be escalated to another group to see if they could do it.
This is not acceptable in any way. I have to get my keys to the 5.5 upgrade as its using the trial version right now since I can't login to get my keys....and NO ONE AT ADOBE IS ABLE TO DO A THING ABOUT IT. How hard is it to change the access email to ones account, or have it transferred to the new one. (I had to sign up for a new account with the correct email just to post on the forums).
SO PLEASE.....if there is a competent person left there, that can take care of this problem please do. I just need my purchases attached to this account!!!! . I will have no choice but to start seeking a legal remedy within the next 48 hours is not resolved. I have a project that has to be completed, and due to this incompetence I can't use a product I have already paid for. It should never take nearly 3 weeks for this to be resolved.

Thanks Steve, I appreciate any help that can be provided. I’ve tried to be patient but after getting yet another Friday saying the exact same thing about it being escalated to the right group (which is the same email I’ve gotten day after day for 3 weeks) I have had enough. Clearly whomever is handling the general customer service, in whatever country they are in really do not care or even have a process to follow. They just clear their cue apparently so that they make their personal numbers. (I was formerly a tech support manager for one of the large PC and peripherals producer....so I am familiar with some of these antics, though we would have fired someone for something like this). Given how much I have paid to Adobe for their products over the past ten years as a business owner it a shame that this is not getting resolved.

I want to escalate a complaint about Adobe 'Customer Service'

Last year I perfectly legitimately bought a second hand copy of Creative Suite 5.5 Design Premium. I have successfully installed it and have been using it perfectly ever since. However, I asked the original purchaser of the software to transfer all ownership (licence) over to me so that I can take full advantage of the product and eventually upgrade.
The purchaser, on my behalf, jumped through the various hoops, had a lengthy support LiveChat (3/9/12) with a Justin, filling in all the necessary forms along the way and eventually was asked to open a support case (0209083539). The case was opened and the purchaser kept asking support where we were up to, to which he got little if no response right up until the case was withdrawn without notification.
I myself, decided to enter the ring and see if I couldn't motivate this through to a satisfactory conclusion and I too had a LiveChat (26/9/12), first with a Ghanendra and then had to repeat the whole story yet again to a Abhishek who after many questions assured me that the process would finally draw to a close once Photo Identity proof of the original purchaser had been uploaded it would be resolved.
It wasn't.
The purchaser duly uploaded his passport photo page, the support case page acknowledged receipt and reported as such (26/9/12) and a week later he received the following...
"We are sorry to inform you that we are unable to Transfer the License since the Transferee's part of the Transfer of License form is not filled. Please re-attach the completely filled Transfer of License form so that we will validate and Transfer the License"
A week or so later the signed form was uploaded by the purchaser and we collectively held our breath.
We shouldn't have bothered.
Adobe were now asking for a new invoice as the Apple Mac and Creative Suite were paid for by the wife of the chap I bought it from. (16/10/12)
Less than a week later Adobe closed the case yet again without notifying either of us.
To be honest, I had other things in my life going on and I was not only finding the whole process thoroughly ridiculous but frankly tiring and felt that both me and the purchaser needed a well earned break from this debacle.
March this year. I give the purchaser a nudge and he informs me that he's finally got an invoice of the original purchase with his name on it and furthermore the case has been reopened.
It was looking promising.
Again, we were fooling ourselves.
I keep asking the purchaser if there's been any movement, I'm asking on a mainly fortnightly, often weekly basis, and there has still been no reply from Adobe.
I have kept (and I presume the purchaser has also) all communication between ourselves and Adobe and each other.
This is rediculous that that this hasn't been resolved. This software is not cheap to buy, and rightly, now that the original purchaser has no need for it, he wants to get some of his money back, like you would for any other purchase of any other product or service.
It's embaressing that a company of Adobe's size cannot orchestrate a successfull and efficient customer service that outlines in easy to understand language in clear view without having to be palmed off once more to talk to a support representative who, through no fault of their own, seems to have their hands tied by stupid and intrusive beaurocracy, over what, a piece of sodding software. It's not the crown jewels for heavens sake, it's not a priceless artifact, it's a piece of software, that came in a box, that a bloke paid a handsome amount for that I now own, but can't take full ownership of because the company that made it makes it virtually impossible to do.
If it wasn't for the fact that I earn my living by using your software, because it is considered 'industry standard' I wouldn't use it, as your system of ownership is frankly ludicrous.
I want this case escalating and resolving to both mine and the original purchasers satisfaction. I have absolutely no idea how you could recompense the hours and hours of lost time that we've spent jumping through the many many hoops that have been placed in front of us, but I'm sure you'll find a way.

Well, I have an update.
As of 8.45 this evening, nearly four hours after posting the above, the original purchaser of the software in question received the following email (clearly I've removed sensitive info)
"With this response, we believe your issue is resolved and have therefore closed your case xxxxxxxxxxx. If your support case has not been completed to your satisfaction or you should you need to contact us on this issue again, please reference your case number. You can reopen your case up to 14 days after it has been closed.
Hello xxxxx,
Thank you for contacting Adobe and we apologize for not being able to answer your request in a timely manner. We appreciate your patience in this regard.
This email is regarding your request to transfer the license for the software Adobe Design Premium CS 5.5.
Xxxxx, we have transferred the serial number xxxxxxxxxxxxxxxxxxxxxxxxx from your Adobe account the account associated with the email address xxxxxxxxxxxxxxxxxxxxxxxxx as per your request hence closed this case."
...and I have checked my Adobe account and can confirm that indeed the licence has finally been transferred. :O
The system does work ...eventually.
I clearly needed to write that shirty forum post above months ago. Adobe Support may well have actually done what they should have done months ago, but it still doesn't stop them being useless and needlessly protracting a fairly simple process and wasting both my time and the original purchasers time.
I also can't help but wonder if Tweeting the forum support page URL directly to Adobe and Adobe Support helped them extract a digit from their collective rectum, I guess we'll never know?
Adobe, sort your support out, it aint rocket surgery!

Adobe Customer Service vs Avid's

I recently upgraded my Adobe and Avid software suites and was able to make a better comparison between both companies customer service. First, I want to make clear that except for the Creative Cloud membership, I always buy my software from authorized resellers like Videoguys and B&H, and not directly from the manufacturers (Avid, Adobe...).
After a year using Creative Cloud for $29.99 a month, I decided not to renew my membership and save me $49.99 a month until I really needed the latest versions of the software I use the most. Right now I'm using Avid Media Composer for editing so all I need to complete my workflow is, Photoshop, After Effects and Adobe Media Encoder, and those are pretty good in CS5.5. The following version, CS6, brought major improvements to Premiere Pro (GUI and under the hood) and the introduction of Prelude. It was hard, having to use Premiere Pro CS5.5 after using CS6, so I decided to upgrade to Production Premium CS6 perpetual license. These upgrades are sold only as Electronic Software Downloads (ESD, LIC). So I purchased the upgrade through the Videoguys website and that same day I received a confirmation e-mail from Adobe about my new Adobe License. So I click on the link provided and enter my Adobe ID. I was welcomed by a very intimidating screen with information about End User Organization, Deploy-to-contact and categories for different kind of licenses. I just wanted to install my software, so I went ahead and downloaded the installation image and got my serial key.
While visiting one of my daily forums I heard about the $19.99 a month, one year subscription to Creative Cloud full for CS6 users. Coming from paying $29.99 a month, I thought it was a good deal, so I decided to act, since the offer was good only until August the 31st. To my surprise, the system did not let me select the $19.99 option because my CS6 is a "Volume License". It was Friday night so both, Adobe and Videoguys were closed and since it was a holiday weekend, I have to wait until Tuesday to call. By that time, that offer was already over.
So today I called Videoguys and explained to them what happened. They told me to call Adobe since the problem was on their end. I then called Adobe and talked to a representative named Dolores. She said that they can't honor the special offer of a one year subscription to Creative Cloud (full) for $19.99 a month, because I have a "Volume License" and that was something that my vendor would have to fix. I told her that resellers only sell Licenses for ESD. She asked some questions that made me realize that she had no clue of how the process works when buying from an authorized reseller; (they are trained to handle only issues with their own ordering system). Then she said that there is nothing they can do since I did not purchased the upgrade directly from Adobe. So I called my vendor back and apparently I'm not the only one having that licensing issue with the upgrades.
How does that compare to Avid? They are also doing the Electronic Software Download only thing. I am going to miss the fancy boxes but this seems to be the industry trend. Anyways, what I really care about is to be able to use the software I already paid for until I decide it is time to upgrade. I had a Media Composer 5.5 and a Symphony 6 that I wanted to upgrade to version 6.5 with the option to later upgrade to version 7 for free. The problem is that the free upgrade to 7 offer was already over. So I called Videoguys and they told me that the offer was still good while supplies last. Just to be sure I contacted Avid through the User Forum and a famous Avid's Customer Advocate replied and told me to contact her privately. We exchanged e-mails and she even personally called me, (sometimes after office hours), during the whole process and after my problem was resolved, just to make sure I was 100 percent satisfied. They not just only solved my problem but also made me feel like a was a very important client with a large account.
I am not an Avid or Adobe fan boy. I like Avid products but love Adobe products even more. Premiere Pro CS6/CC is my favorite NLE, but in my market I can get more freelance gigs or a better staff position if I know Media Composer. Just wanted to share my experience in case you are planning to upgrade your Creative Suite or need to contact Customer Service.

Bill,
I understand your frustration. The whole situation sucks, but rest assured that Beverly and Adobe will take care of your problem. I am currently enjoying Adobe CC at a discounted price for one more year, thanks to their prompt response. I am disappointed that they couldn't change my volume license for a “single license”. I’m afraid this is going to haunt me, since individuals always get the best deals. I learned a few things with this experience...All CS6 upgrades purchased from the resellers are now "Volume licenses". If you want a single license, you have to buy it directly from Adobe. Apparently Videoguys did not know that, since they blamed Adobe for the misunderstanding. I have purchased pretty much all my pro video software and hardware from Videoguys and always thought they were the top reseller in this market, but just noticed that they are not included in the Adobe Partner list. Which is very strange. I wonder if they lost their status as Adobe Authorized reseller.
I love the CC products and I see myself using at least CS6 for a long time, but I am a little apprehensive about my future business with this Company, due to their new strategies and the resent “hackers” attack. I was one of the many customers that received the scary notification and had to change my password.

A paying customer who's fed up with your 'customer service'

Let me see - I'm paying customer trying to renew a subscription that was a reduced rate (hence why I'm not doing it online) - and sometimes I actually want to speak to a human being for a sales transaction. I'm also a customer who's purchased your products repeatedly since the early 2000's if not earlier, and have been an enthusiastic supporter of your products.
That's going to stop now - if I can.
In brief, here's 2 data points that make me reconsider if I want to have anything to do with your company:
1.5 hours on hold in a queue AFTER I did the 'Adobe calls you back, estimated wait time of 4 mins'. This is a phone queue - most large companies and organizations have figured out how to make one of these work properly.
I call through to direct sales for Creative Suite and get the 'there is no phone support for this product - please go online, we will now disconnect this call'. You have a phone tree that doesn't allow you to return to the main menu OR speak to a sales rep - in 2014? Really? Is there not a way to cut costs and actually care about your customers? Is shoving all your interactions online the answer? Will your shareholders like the decreased sales that come as a direct result of losing customers due to shoddy customer service practices?
I'm a loyal paying customer, and will resubscribe because I need it for work, but honestly, I'm fed up. Not that I think anything will ever change here - we can complain in the forums, file complaints to the BBB (I know, silly me) and a sympathetic customer service rep will try and help us even though the issues are systemic and involve brand loyalty and reputation. Nothing will change, and I've essentially given up on your brand and products. There is nothing worse than a company who has betrayed its loyalest customers, but in the end, it's your fault for not understanding the basics of customer service. It's ironic that you're in the creativity business. Creativity is about innovating, improving and designing solutions, and creating positive emotion. I feel sorry for a company that cares so little for its customers and is so out of touch with what matters in business, that you've lost the creative spark that caused me to love your brand in the first place. I hope you enjoy your arrogance. We'll continue to use your products, but every time I launch one of them, I'll curse you and hope you fail.

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Mid 2009 13" MBP PROBLEMS (customer service suggestions)

i have been trying very patiently but persistently to find out what has been going on with a recent repair and i don't feel like i am getting good answers so i am hoping for some advice related to Apple Customer Service. right now i feel like i am being kept in the dark by apple tech as to what is going on with my machine.
i have had the above computer since buying it almost 3 years ago and have always had to struggle with poor battery life (1 1/2 - 2 hours MAX) when only surfing on Safari and i have always gotten consistent beachball hangs upon opening Safari or Pages etcetera. at some point about a year and a half into owning it i ran a test with NOTHING ON at all and i got something shy of 3 1/2 hours. i've also had the usual issues with both the computer and the power pack being /extremely/ hot and with the fan noise being extremely loud.
since i am a returning mac user - and bought the laptop in order to convert the office fully over to mac OS - i did not get a chance to find the time to address these questions with apple until about a year into owning the machine.
the computer is now in the shop with a service battery alert and the genius bar (based upon my description of complaints) ran a set of tests and concluded they needed to replace the battery and the motherboard. based upon my extensive explanation of the persistent problems (and my pleas to take some time with the machine) they then apparently ran extensive tests after these two replacements and concluded that the computer was still failing.
so at this point it was sent off to a local facility in texas.
late last week i received an email from this facility indicating that they found no problems and asking for additional information. upon calling the phone number i was told that the genius bar manager discussed the situation with the facility and that they would be running further tests at the facility. two days later i received an email from the genius bar indicating that the computer was back at the genius bar and eveything was fine and it was ready for pickup.
at this point - and after having an extensive discussion with the genius bar on the phone - i have not been given any hard information as to why it was sent off or why it was sent back with no repair. however, i have been repeatedly told that the computer should be getting 5 - 6 hours of battery life (and ostensibly no beachball hangs) /if/ i don't use ChronoSync or Carbon Copy Cloner and that this was tested while running:
1. iTunes with Visualizer
2. Pages (with apparently no activity)
3. Activity Monitor
4. Safari (with a constant refresh)
5. Screen at 50%
i am concerned that i am going to get this computer back and i will again have 1 1/2 hours of battery life doing something normal like surfing Safari as i am concerned that the restrictions that they are placing on my usage are un-realistic for a pro level computer.
however, every time i try and discusss this with the genius bar i end up in a discussion about why they don't have any record or my bringing it in within the first year (i guess they say this since i say i have always had this problem but i haven't had the /time/ to troubleshoot this type of problem). i mean, i have always just taken the "path of least resistance" and dragged the power cord with me if i move from one room to another one with the machine. ALSO, mac tech is now telling me that the fact that i have a current version of Adobe Creative Suites loaded (i bought it at the mac store for $1200 but i only /ever/ use it on the mac pro) may be reason enough for poor battery life. if i try to explain that i am not using this software on the machine it goes nowhere.
in short, i don't feel like this computer has ever performed adequately but every time i try and address this i feel like i am either getting questioned about what i am saying or i am being provided an unrealistic set of restrictions for use with this machine.
does anyone have any suggestions for a good way to address this with the Mac Customer Assistance person who has been helping me shortly after the computer went to the genius bar? also, is there some set of terms or words or is there a technical report or something that i can ask for that will let me get some more insight into what they have tested, why it failed and then failed again and then apparently passed?
TIA

hi grant. thank you.
checking back in here. this has been a /very/ frustrating issue. it has also been technically much more complicated than i would have ever imagined. i have a 2006 mac pro with almost the same amount of ram in it (actually 13 GB) and i don't have any of these performance type issues.
anyway, does this answer apply as well if i neglected to mention that i bought 8 GB of ram to put in the machine about a year or a year and a half after buying it when i finally got a moment to deal with this? i just got so frustrated wasting all my time i figured it would be more cost effective for me to max out the ram. i mean, if i have the /MAX/ 8 gb of ram /already/ in the machine is there something specific to look for with respect to this article?
i guess i am having a really, really, really hard time imagining that my rather limited use of the laptop - when i do almost ALL of my production work on the desktop - is somehow too taxing for a circa 2010 pro line mac laptop with the maximum of 8 gb of ram put into it. i work so slowly and in such a limited manner on this laptop that i am talking about really, really mundane kind of tasks here. i guess the bottom line is that if i see one particular piece of software chewing up a lot of my 8 gigs then i know i can't run this software and get any decent performance?
ALSO - can you please tell me the best way to test all of this if i am looking to document it?
1. I fully charge the batter, DELETE any items listed in the startup items under users, shut down the computer, start up the computer and then turn on Safari and let the computer run on the desk without power and see how long a battery life i get?
2. then i turn on Pages and see if i get a beachball hang?
3. can i run some kind of benchmark test on my end?
4. other ???
THANKS

There was a problem processing your order, please contact our Customer Service team for assistance.

when i waned to buy and finished filling all the (*), i clicked on conifirm membership they worte this in a red color:
There was a problem processing your order, please contact our Customer Service team for assistance.Middle East & North AfricaBahrain: 80081097Egypt: 08000000447Jordan/Kuwait/Lebanon/Qatar/Yemen: English +44 207 365 0735Jordan/Kuwait/Lebanon/Qatar/Yemen: Arabic/French +44 203 564 4145Oman: 80077173Saudi Arabia: 8008446638Tunisia, Morocco and Algeria: +33 157324642United Arab Emirates: 80004443085Commonthwealth of Independent States (CIS): +44 207 365 0735

Asmaa,
Other than using the suppport phone number, you may try a chat here:
Creative Cloud support (all Creative Cloud customer service issues)
http://helpx.adobe.com/x-productkb/global/service-ccm.html

Customer Service of Creative ---- unsatisfact

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