Customer Service on CS5 Master Suites

I spent 6hrs on the phone with Tech Support & Customer Service.
I purchased the CS5 Creative Suite Master Collection upgrade. I purchased it from a Adobe Authorized large company that carries PC and Mac sofware. The issue I have a 32 bit IMAC and the Adobe Premier and After Effects would not install on the system. Everything else updated fine to the CS5. Tech support had me do everything from setting up a new user reinstalling running the disk utility and on numerous phone calls to his senior tech rep.
Finally he said download the CS5 trial on these two programs and then just type in my serial number and the program will install fine. That didn't work and back to tech support more time wasted. The tech support said to call Customer Service and they will send the CS4 Adobe Premier and After Effects because it should of been shipped inside the box. Then Customer Service said it should of been shipped in the box another Customer Service rep no its not included, Tech Support yes it is included and said talk with Customer Service and they will give you a link to download the software. The last Customer Service Rep said it should of been shipped but since I did not purchase the software directly from the Abobe store website that they could not help me and they can not locate my serial number and can not help me. The Customer Service Rep also quoted that resellers like MACMA** and the other companies are not reliable sellers of abobe products.
I guess since you buy a product not from the adobe store and save yourself a few dollars that Adobe can't help.
Maybe Adobe should send out info so Tech Support, Customer Service all has the same info. You spend around 1,300 and this is the Customer Service Adobe gives you. Great work Adobe you really know how to treat customers!
Here is the email I got back from Adobe this morning
Thank you for contacting Adobe Customer Service
We have received your concern for the Serial numbers of After Effects
and Premiere Pro for the 32 bit installation as well as the discs that
is not included in your package. We understand that you purchased this
from a reselelr thus it is best to ask for the replacements from them
because the discs as well as the serial numbers should come with your
package and should not be missing.
Kindly contact the reseller for the replacement of your package. Hope we
are able to address your concern.
Thank you,
Karl
Adobe Customer Service

Yes I understand the Adobe Premier and After effects in CS5 run on 64 bit only - but the 4 adobe Techs and 3 out of the 6 customer service reps said that a CD for CS4 for Adobe Premier and After effects comes with the CS5 suite. They said that their are so many adobe customers with 32 bit so that is why it should of been included in the CS5 master suite. Some of them are telling me that that their should of been a separate DVD

Similar Messages

New PC Build for CS5 Master Suite

Hi,
I'm building a new PC to use with the CS5 Master Suite of programs (amongst others) and am looking for a little advice.
I've already read through lots of posts here and got some valuable advice, however there are so many different options available that I still have some questions. I hope you can help.
System will be used for web design, graphic design, photo editing and video (inc HD).
Here is the component list I've put together so far:
1. Motherboard
Asus P6X58D Premium Intel X58 (Socket 1366) DDR3
http://www.overclockers.co.uk/showproduct.php?prodid=MB-379-AS
£243.00
2. CPU
Intel Core i7 930 2.80GHz (Bloomfield) (Socket LGA1366)
http://www.overclockers.co.uk/showproduct.php?prodid=CP-318-IN&groupid=701&catid=6&subcat= 1272
£222.00
3. Memory
Corsair Dominator Tri Channel 6GB (3x2GB) PC3 - 12800 1600MHz DDR3
http://www.overclockers.co.uk/showproduct.php?prodid=MY-269-CS&groupid=701&catid=8&subcat= 1389
£190.00
4.System HD
Western Digital VelociRaptor 150GB 10000RPM SATA-II 16MB Cache
http://www.overclockers.co.uk/showproduct.php?prodid=HD-236-WD&groupid=701&catid=14&subcat =167
£135.00
5a.Storage HD's
Samsung SpinPoint F3 1TB SATA-II 32MB Cache - OEM
http://www.overclockers.co.uk/showproduct.php?prodid=HD-082-SA&groupid=701&catid=14&subcat =1279
£57.00
5b.OR
Western Digital Caviar Black 1TB SATA 6Gb/s 64MB Cache
http://www.overclockers.co.uk/showproduct.php?prodid=HD-336-WD&groupid=701&catid=14&subcat =1279
£77.00
6a. Quiet Case
Coolermaster Sileo 500 Silent Case - Black
http://www.overclockers.co.uk/showproduct.php?prodid=CA-164-CM
£63.00
6b. OR
Antec Solo Quiet Mini Tower Case
http://www.overclockers.co.uk/showproduct.php?prodid=CA-058-AN&tool=3
£73.00
6c. OR
Antec Sonata III Piano Black Quiet Case
http://www.overclockers.co.uk/showproduct.php?prodid=CA-073-AN&tool=3
£105.00
7a. CPU Fan/Cooling
Noctua NH-D14 Dual Radiator CPU Cooler
http://www.overclockers.co.uk/showproduct.php?prodid=HS-011-NC
£67.00
7b. OR
Corsair H50 CPU Watercooling
http://www.overclockers.co.uk/showproduct.php?prodid=WC-002-CS
£67.00
8a. Graphics Card
Asus NVIDIA GeForce GTX 480 1526MB
http://www.cclonline.com/product-info.asp?product_id=46710
£435.00
8b. OR
nVidia GeForce GTX 470 PCI-Expres VGA Card 1280MB
Eclipse Computers
£312.00
8c. OR
PNY Quadro FX 1800 768MB
£266.00
9a. Quiet Power Supply
Corsair HX 750W ATX Modular SLI Compliant Power Supply
http://www.overclockers.co.uk/showproduct.php?prodid=CA-018-CS&groupid=701&catid=123&subca t=1084
£130.00
9b. OR
Corsair HX 1000W ATX Modular SLI Compliant Power Supply
http://www.overclockers.co.uk/showproduct.php?prodid=CA-012-CS&groupid=701&catid=123&subca t=1084
£195.00
10. Windows 7 Pro 64Bit
Microsoft Windows 7 Professional 64-Bit - OEM
Overclockers
£120.00
1. Has been recommended on these forums. Good to have USB3.0.
2. CPU is affordable and fast, with the ability to overclock it if I feel the need for a bit more speed in the future.
3. Would love 12GB, but will start with 6GB and perhaps add more later.
4. Started looking at Solid State Drives as I love the comments about how fast they load programs, etc., however as they are still really expensive felt that going with a fast standard drive would be best. As I plan on having a dual boot system, I would get two of these. One would have OS, CS5 and all my other software installed and the other one would have the minimum for CS5 installed and the OS tweaked for performance with video editing.
5. Both seem like great drives. Anyone any preference? Would plan on getting two and use one to store video rushes and the other for previews and the page file. Would getting a HD with a 6GB/s interface be worth it?
6. I want a quiet case and one that's no higher than 45cm. I already own the Antec Solo and I like the elastic HD mounting. Anyone any preference?
7. Noctua comes recommended on these forums, however am concerned with it's size. Love the idea of water cooling an the H50 system make it easier and less fuss being a closed system. Final choice must be quiet and I've read differing reviews on both.
8. Can't wait to use the MPE, so want a decent card. Torn between getting a cheaper card and upgrading later or spending the money now on a GTX480 and doing the software hack until fully supported.
9. With a GTX480 would a 750w PSU be enough?
GRAPHICS CARD
I've read reports of the GTX480 not being faster than the 2XX version card, however am I not correct in saying that the 2XX cards are no longer being sold? Should I be looking for a card from a particular manufacturer, i.e. Asus, Gainward, Point of View, Gigabyte? Or even Nvidia themselves?
I am worried about the heat generated by the GTX480 and the associated fan noise to cool it. Any thoughts?
Love the water cooling solution, perhaps some day. http://www.guru3d.com/article/geforce-gtx-480-liquid-cooling-danger-den-review/1
HD SET-UP
C:
WD VelociRaptor 150GB
Main System
C:
WD VelociRaptor 150GB
Video System
D:
DVD Burner
E:
Samsung SpinPoint F3 1TB
Video rushes
F:
Samsung SpinPoint F3 1TB
Video previews / Page File
G:
1.5TB
Other storage
H:
1.5TB
Other storage
DUAL BOOT
For my dual boot, has anyone had experience of using a HD caddy like this one? http://www.ebuyer.com/product/172727
I read a review which said that there was no real speed difference as there is no interface card, just a cable to the motherboard. It would make my dual boot less complicated to set-up as I wouldn't need to use Win 7 to dual boot or use 3rd party software like Acronis OS Selector. It would also free up space for a further internal HD.
PREMIERE OUTPUT TO A HDMI SCREEN
I've been going back and forward on the best solution to get a proper output of my timeline in Premiere to an external monitor. I was set to go with the Matrox MX02 Mini, however some here have said they're unstable (to a degree). Although with the CS5 drivers not out yet, perhaps it's too early to say.
Although none of my video work has been for broadcast (so far), I see a great benefit from being able to preview my timeline on a TV screen as opposed to a PC monitor. I will be running two screens so I need both outputs from the graphics card.
I look forward to receiving your collective wisdom.

Here are the components I plan to buy this week:
Description
Inc VAT
1000W Corsair CMPSU-1000HXUK, ATX, EPS12V, PS/2, Modular Power Supply, UK Version, 5 Year Warranty
£184.11
300GB Western Digital WD3000HLFS VelociRaptor, SATA 3Gb/s, 10000rpm, 16MB Cache, 4.2 ms
£154.78
Coolermaster ATCS 840 Classic Full Tower Aluminum Case, Black w/o PSU
£143.31
1TB Samsung HD103SJ Spinpoint F3, SATA 3Gb/s, 7200rpm, 32MB Cache, 8.9 ms, NCQ, OEM
(2x) £96.30
Sony AD-5240S-0B 24x DVDR 12xDVDDL DVDRW x8/-RWx6 SATA Black
£14.99
12GB (6x2GB) Corsair Dominator, DDR3 PC3-12800 (1600), CAS 8-8-8-24, DHX, XMP, DF, 1.65V
£357.34
Microsoft Windows 7 Professional 64 Bit, Single, - OEM
£110.53
Intel Core i7 930 D0 SLBKP Bloomfield 45nm, 2.8 GHz, QPI 4.8GT/s, 8MB Cache, 20x Ratio, 130W, Retail
£236.37
1280MB Asus GTX 470, 40nm, 3348MHz GDDR5, GPU 607MHz, Shader 1215MHz, 448 Cores, 2xDVI,mini HDMI
£293.13
Asus P6X58D-E, Intel X58, S1366, PCI-E 2.0 (x16), DDR3 1333/1600/2000, SATA 3Gb/s RAID, ATX
£168.22
Noctua NH-D14 Dual Radiator CPU Cooler (Socket LGA1366/LGA1156/LGA775/AM2/AM2)
£66.99
Noctua NF-P12 Vortex-Control 120mm Quiet Case Fan - 3 Pin
£17.61
Noctua NF-S12B ULN Ultra Low Noise 120mm Cooling Fan, 500/700 RPM
£16.99
Plus a couple of PSU to motherboard extension cables and Windows 7 Pro. It was mentioned by someone that the CPU thermal paste you get with the HN-D14 is fine, so no need to buy anything else.
One extra fan (NF-S12B) to cool hard drives and the other for somewhere else in the case. Perhaps I don't need these.
I presume that I should try and get an OEM CPU as I'll not need the heatsink and fan that'll be in the retail version?
I'm just waiting for Scan to get the case back in stock. Should be today. All priced at Scan, except last three items which are from Overclockers.
Anyone any final thoughts or tips?

Cs5 master suite installation error

I've been trying to get Adobe Cs5 installed on my Windows 8.1 pc for a month now, so any possible help is much appreciated. I've downloaded Cs5 master suite file 1 & 2
The exe. file is 1,200 kb
The 7Z file is 4,669,129 kb
When i run the exe.( even as administrator) I get this error.
"The file archive part of Adobe Cs5 Master Collection is missing. You need all parts in the same folder( which they are) in order to extract Adobe Cs5. Please download all parts."
Do I need to re-download the files again? Should I just go buy an optical drive just to install this darn thing? Is it even possible to run Cs5 on windows 8.1?
Hope some one can help me out, this is hurting me financially
Thanks Mike

Hi Mike,
CS5 has not been tested on Windows 8 and it's not mentioned in the system requirements, but you can give it a try.
Refer : http://www.adobe.com/store/en_us/popup/software/creativesuite/mastercollection5/systemreqs .html
Please keep both the download files in one folder and run the .exe file. Let me know if that helps.
~Mandy

CS5 Master Suite - why so many serial keys?

I just installed CS5 Master Suite.
After registering my product code, I was given keys for:
CS5 Master Suite
Acrobat Pro 9
After Effects CS5 Color Finesse
Creative Suite 4 Production Premium
After Effects CS4 Color Finesse
The only keys i've been asked for are the first two.
An Internet search has mentioned Color Finesse is a plugin for After Effects. I've looked on the discs, but do not see this anywhere.
Even if I did find it...why would I want the filter/plugin for both CS4 and CS5?
Also...I noticed a folder on the third disk (CONTENT) that had a lot of fonts. But no other programs like the above. Just manuals.
Thank you for your help.

Greetings J.,
This is explained by a few points:
1. Adobe Acrobat 9 is bundled separately from the rest of CS5 (likely for easier upgradability to Acrobat X).
2. Complimentary versions of some CS4 products are included with CS5, in support of those customers who are still on 32-bit platforms... But obviously if you a have 64-bit computer, you don't need to use them.
3. As for Color Finesse, there's more on the After Effects help page about that.
Hope this helps explain things... if you have further questions, see Adobe's Creative Suite FAQ.

CS5 Master Suite Updater not working

I'm running CS5 Master Suite on a MacBook Pro. A few months ago I had to re-install the entire suite from scratch, which means I have the original, base version of everything. I have been trying unsuccessfully for a few months now to update all the applications. The updater goes through the download / installation process, then gives the error message "Some updates failed to install" and lists ALL the applications in the suite with the problem: There was an error downloading this update. Please quit and try again later.
Any help / info is greatly appreciated!

I am running into the same situation, same message. OS 10.9.4. It was suggested that I try installing the application updates individually. Certainly a more convoluted solution. Have you had any luck resolving this?

CS5 Master Suite Education Version Multiple Licenses

I want to purchase the CS5 Master Suite Education Version but I want 5 licenses. In the past this was possible to do and get a small discount. Is this still possible with CS5?

I suggest you contact Adobe Sales. This is a user-to-user forum.

CS5 Master Suite

Where can I locate CS5 Master Suite for download?

Did you loose access to your installation media or are you trying to use it as a trial?

Mac OS X keep getting error message when extracting files for trail version of CS5 master suite.

Mac OS X keep getting error message when extracting files foUsingr trail version of CS5 master suite. I deleted all Adobe files and tried again several time and keep getting the same results.

What error message are you receiving? What version of Mac OS do you have installed?

How to download CS5 master suite and CS6 photoshop with all of the latest updates?[was:Photoshop]

Is there a way to download CS5 master suite and CS6 photoshop with all of the latest updates?

CS5...no; CS6...maybe. Check ebay.

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 bye

What 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!

Re-install CS4 over CS5 Master Suite

What would you think about the possible effects of putting CS4 back in my system now that I have a clean install of CS5 (from the OS on up, still haven't reloaded everything)? I am still trying to get HDV mpeg clips to preview in Bridge and Windows Media player without success and Premiere still seems sluggish. Getting "file update errors" when I capture new footage.
This is in my dual processor/Quad Core 3.0, 8 gig RAM, Vista Ultimate 64bit, NVidia 5700 (1.5gig) graphics setup. It has worked flawlessly in CS4 before I upgraded to CS5. Previews, workflow, pretty stable (only problems were usually pilot error), overall quite happy.
So, in short, does anyone think that putting CS4 back in might give me back the mpeg CODEC support (external to Premiere - all clips play inside Premiere OK). Don't anyone suggest 3rd party CODEC packages: been there, done that and spent a week doing a clean install from ground up. And, "Yes", all file associations inside Bridge and in Windows have been set up. Latest versions of Quicktime and Windows Media Player.
When I moved to CS5 I also went from Vista 32bit to 64bit. All updates have been installed to that, but could that be where problem lies? My business relies on recycling footage from project to project, mixing and blending from nearly 3TB of storage, so bringing them all into a Premiere project bin to preview is out of the question as you all well know.
Sorry to drag on, but I love Master Suite a lot and would love to make it fly higher than it did in CS4.
So, does it hurt to back-wards-re-install products? (edit: I realize I can't open CS5 projects in CS4, just would hope that CS4 would slip the missing code into my machine to allow HDV mpeg to preview in Bridge)
rg
(in the snow today)

I'm sorry, but "get rid of Quicktime and Windows Media Player..."???
Did I miss something over the years but don't we need Quicktime installed for video functionality in CS apps and WMP is built into Window OS so how might one "get rid of it"???
Those are hardly 3rd party apps in any shape or form. Thanks for the conversation, rg

CS5 Master Suite disc 2 won't finish installing. Help!

I have an iMac running OS X v. 10.6.8. I am trying to install Adobe Master Suite CS5. The first disc had a little trouble being read at first. It would self eject after a few moments. Then on the third attempt it worked just fine. It finished its part of the installation then the Adobe Application Manager said, "Please insert Disk CS5 Master Collection Disc 2 to continue." I put the disc in, then it self ejects after the computer attempts to read it. I've tried this about 20 times hoping it was just a glitch like on the first disc. It still won't work. In order to make sure it wasn't my DVD reader in the iMac, I played a DVD movie. The movie worked perfectly.
My only conclusion at this point is that there must be something wrong with the disc. Please help me figure this out. I have a few days off of work and I want to transfer all my photos and work into the new software while I'm off. Any help is very much appreciated.
Thank you!
-Ryan

Also, I found the CS5 trial download at http://prodesigntools.com/cs5-free-trial-downloads-now-available.html. However, everytime I click on the link for the master collection it says that there was an error processing the request.
Adobe support isn't open on the weekend. Please help.

Problems Installing CS5 Master Suite

Hi,
I'm having trouble installing my master suite on my mac. I bought discs for the suite. The first installation disc works great and then it propmts me to insert the second disc. This second disc works well until around 25% completion when the installation just stops and I get either error code:
::: Exit Code 6 or Exit Code 7.
Example:
Exit Code: 7
-------------------------------------- Summary --------------------------------------
- 1 fatal error(s), 3 error(s), 2 warning(s)
WARNING: Warning: {3F023875-4A52-4605-9DB6-A88D4A813E8D} Camera Profiles Installer will not be repaired, due to updated patch of STI and one of the top level payload is being installed.
WARNING: Warning: {37AB3C65-E02C-4DCF-B0E0-4C2E253D8FA3} Photoshop Camera Raw will not be repaired, due to updated patch of STI and one of the top level payload is being installed.
ERROR: Found payload conflicts and errors:
ERROR: - Adobe Soundbooth depends on Adobe Soundbooth CS5 Codecs Wrapper to be installed.
ERROR: - Adobe Soundbooth depends on Adobe Soundbooth CS5 Royalty Codecs Wrapper to be installed.
FATAL ERROR: Conflicts were found in the selected payloads. Halting installation.
I"ve tried restarting my computer and reinstalling but this hasn't worked. Whats more frusterating is that some of the programs are installed while others have failed.
Could someone please help me?

Hi,
If you get any exit code 6 or 7 in mac, it is very easy to resolve.
Just change the location of installation. For eg. try to installation out side application folder or create a new folder in Application.
It should be like Application\Adobenew.
It should work.
You can also try to create a new administrator account for installation. It is just for the installation.
Once it installs, you can try to work with your normal user account.
Hope this information helps.
Thanks,
SM

Effect on licensed ID installation if CS5 Master suite trial is installed?

Can a licensed InDesign CS3 installation be preserved (with future ID point product upgrade options intact) if a CS5 Master Creative Suite trial is installed on the same machine? If trial period ends and a Creative Suite license is not purchased, will the prior point product ID license survive? Or will it be effectively overridden by the Creative Suite trial installation?
Similarly, if a CS5 Creative Suite Trial expires can a point product license for one of its programs be installed on the same computer?
Thanks.
Lee

Thanks, Bob. If I understand correctly, then, worst case would be the need to uninstall everything (trial and licensed point product) but reinstalling the licensed point product should work? And reactivating the licensed point product might be necessary but permissible (possibly with some assistance from Adobe support)?

CS5 Master Suite: how do I redownload it after computer problems, from Adobe?

Hi. I bought CS5's Master Suite a few years ago. I picked the software version that didn't require CDs. My MacBook Pro I had it on and my iMac both had serious problems (fried logic board in the MacBook Pro). So it's been wiped off of the iMac, and the MacBook Pro isn't able to be used anymore. I'd like to reload it onto the iMac now that it's fixed up, but I can't find it on my Adobe account anymore to download it. What are my options?

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