Is it me, or is Adobe Customer Service really bad?

I've been working on a project, which has a deadline for tomorrow (Monday).
Sod's law - I go to open the sequence this morning and it won't open... and neither will any of the other back-up versions I saved (which were all working fine when I left it last night).
So I contact Adobe online chat customer service and talk to a robot for a few minutes - who's obviously reading from a script of annoying/obvious/over polite answers - only to be told they cannot help. I need to recontact them on Monday.
Not much help at all then - thanks for that Adode.

Hi Ann,
Thanks for your reply - I'll certainly try that tip next time I encounter the problem.
Thankfully, it seems to have solved itself - which is a bit of a mystery!?
I went to cool off and have a coffee - when I came back I tried again - for some reason the sequence opened. All very strange.
This, along with a couple of other strange occurrences is leading me to believe the PP has a few bugs.
Cheers.
S

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    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
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    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?
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    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

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    When trying to download Photoshop CS3 onto a new PC I get a message "The installer database is corrupt. Please contact Adobe Customer Service...."
    How do I contact Adobe Customer Service?

    Hi 2013Adobe,
    Please follow the steps mentioned in the kb: http://helpx.adobe.com/creative-suite/kb/error-installer-database-corrupt-install-1.html and try installing again.
    Regards,
    Romit Sinha

  • Can adobe customer service be less helpful?

    This is what happened when I went to adobe for assistance with my account.
    Thank you for contacting Adobe.
    A representative will be with you shortly.
    Thank you for your patience.
    While you wait, you can try our community forums where experts are available 24 hours a day, 7 days a week.
    We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
    We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
    We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
    We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
    We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
    We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
    We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, available 24 hours a day, 7 days a week.
    You are now chatting with Abhinav.
    Abhinav: Hello! Welcome to Adobe Customer Service.
    Abhinav: Please allow me a moment to search for the information.
    Abhinav: We have not heard from you for some time.  Do you wish to continue to chat?
    Abhinav: You can go ahead and purchase Acrobat pro.
    Abhinav: Since we have not heard from you for some time, we will now end this chat.  Please click to chat with us again if we can be of further assistance.
    William Terrance: You have never heard from me before
    I had been waiting, went to check on other stuff while periodically checking back on the computer, then was told that it too ME too long to get back to them. The last line from Abhinav came through AS I was typing my response.
    Furthermore, I have never contacted adobe before, I am a new customer.The third line really confused me, "We have not heard from you in some time." Hence my initial response that I have never contacted them, why would Abhinav have expected me to have been heard from ever?
    I realized when the second post regarding my lack of rapidity responding that Abhinav apparently expected that my response time would be light years faster than Adobe's.
    I know that Adobe has representatives on this forum. I hope this example can be used in some type of training that allows people, who have been waiting for a while, a goodly amount of time to respond. Perhaps I am distracted by the forums or have gone to clean some dishes...poor show.

    I  am sorry you feel that way. But I have run into many times people I couldn't understand people on the other end of the phone.
    I admit I am not  perfect. Far from it. English and Grammar was not my strong suite in school.  I was more into Electronics, Woodworking, Algebra, & Trig. In English I was barely average. I grew up during a time, where only women and students destined to go to a Major College/ University took typing.
    So excuse my hunt & peck typing.
    And although I live in a small town I run into all languages, we have Chinese, Japanese, Korean, Mexican (or Spanish Speaking), German/Austrian, Polish, Indians (from India), Sieks, Jewish People, Blacks, etc. I have no problem with the accents. What accents I do have any problem with are usually Indian/Sieks. And only if they have just arrived. If I happen to run into any that have been a few years I have no trouble.
    Typically the Indian/Sieks  own/run convenience stores, hotel/motels. Chinese, Japanese, Korean, Mexican, Polish, usually either work for or own Restaurants, The Jewish people usually own clothing businesses , The German/Austrian usually in various types of Service businesses.  They all work hard.
    I still say anyone manning phones should be required to be trained in the language they are supposed serve, and be required take Diction classes.
    You may have been lucky and never got hold of someone, you can't understand on the phone. But I have on too many occasions.
    Sorry if I come off as Biased, or raciest. I am neither.

  • Adobe customer service wont adress issue with 3 month free trial activation code

    I bought a Sandisk HDHC card  from Fryes.It have an activation code for 3 free months freee Creative Cloud and /Lightroom.When I tried the code it was invalid.When I tried the online chat,they gave me a lot of ********.Will I get the 3 months or will I post this on every SOCIAL MEDIA SITE?.ADOBE NEEDS TO WISE UP!!!

      Its an ADOBE advertisement with their name on it.Product has activation code with it and is still valid.Adobe WONT LIKE ME by the time its over.
          From: ssprengel <[email protected]>
    To: al conlon <[email protected]>
    Sent: Monday, January 12, 2015 10:32 PM
    Subject:  Adobe customer service wont adress issue with 3 month free trial activation code
    Adobe customer service wont adress issue with 3 month free trial activation code
    created by ssprengel in Adobe Creative Cloud - View the full discussionI would call Fry’s about it, not Adobe.  You didn’t pay Adobe, you paid Fry’s, right? If the reply above answers your question, please take a moment to mark this answer as correct by visiting: https://forums.adobe.com/message/7090387#7090387 and clicking ‘Correct’ below the answer Replies to this message go to everyone subscribed to this thread, not directly to the person who posted the message. To post a reply, either reply to this email or visit the message page: Please note that the Adobe Forums do not accept email attachments. If you want to embed an image in your message please visit the thread in the forum and click the camera icon: https://forums.adobe.com/message/7090387#7090387 To unsubscribe from this thread, please visit the message page at , click "Following" at the top right, & "Stop Following"  Start a new discussion in Adobe Creative Cloud by email or at Adobe Community For more information about maintaining your forum email notifications please go to https://forums.adobe.com/thread/1516624.

  • Adobe customer service and technical assistance

    Adobe no longer has the standards it use to have. Only a couple of years ago I was able to get excellent customer service and technical assistance. Now representatives do not speak or write in understandable English and the chat service does not work properly. I am not against outsourcing in principle, but one would expect at least some basic training in customer service. It is unethical for a company not to offer adequate assistance to a customer who has paid over $500 for one of their buggy products.

    I had to call Adobe Customer Service over the summer a few times in
    connection with software activation after a lightning strike forced me
    to replace some hardware. Aside from the fact that I had to do it all,
    it was fairly painless, and each call (there were three) took less than
    15 minutes with almost no time on hold.
    Probably helped that I called at midnight here, 9 a.m. (I think) in
    Bangalore.
    Kenneth Benson
    Pegasus Type, Inc.
    www.pegtype.com

  • Adobe Customer Service Agent

    This is ridiculous. I would really like to live chat with an adobe customer service agent. How do I do that on this website?

    Check
    http://forums.adobe.com/thread/885448
    http://forums.adobe.com/thread/867968

  • Adobe customer service AGAIN......

    I am incredibly disappointed in Adobe customer service...  I don't know where they've outsourced it to,
    but I FERVENTLY hope some company will come up with comparable, competing software 'cause I'll
    switch in a heartbeat.
    Most recent example:
    Received Elements 6 from wife several months ago.  Installed on desktop.  Worked fine.
    Installed on laptop.  Worked FINE.....
    Recently replaced disk on laptop.
    Laptop complained and wanted me to RE-activate.  Activation failed.
    Called activation person.  Wasted 15 minutes, was told serial was invalid.
    THIS IS THE SERIAL NUMBER ALREADY IN ELEMENTS THAT'S BEEN WORKING FOR MONTHS.
    Was transfered to technical support "WHERE THEY'LL FIX THE PROBLEM"......  Wait for extended period
    on phone and get another person....  Who goes through same process and eventually tells me serial
    number is invalid.
    THEN tells me she'll transfer me to customer service where "THEY'LL FIX THE PROBLEM"...  Another
    extended wait on hold and another person from "customer service" comes on and goes through the
    same bunch of questions FOR THE THIRD TIME........
    And comes back and tells me the serial number is "invalid".....  Now REMEMBER, this is exactly the same
    serial that's on the desktop and has been working on the laptop for months - I'm NOT ENTERING IT, IT'S
    COMING UP WHEN IT DEMANDS IT BE REACTIVATED.........
    AND, tells me if I want a new serial number I'll have to send them the invoice from where the software was
    purchased...  So essentially, Adobe's stance is that we're apparently all liars and cheats, and they don't
    care that the software is already working on one machine and has been working on the other...  Sure
    hope my wife kept the invoice.....
    I'll use the term "dsappointed" since I'm sure we're not supposed to get vulgar in here...

    Apparently there are many of us in the same boat.
    I imagine that most people just give up trying and resign themselves to whatever fate Customer Support decides is best for each of us.  Although there are a few here voicing their disgust and frustration I suspect that there are many more who aren't able to find this forum, or other outlets, simply because they aren't familiar enough with the Internet, search, and forum processes to even find this let alone post.
    Here's my story.
    Paul g Wiegman
    < personal info removed by forum host >
    Adobe Customer ID number: < removed by forum host >
    Regarding: Photoshop CS4 software exchange.
    Case # 0202119921
    DATE \@ "dddd, MMMM d, yyyy" Wednesday, June 24, 2009
    On April 29, 2009 I ordered (Transaction # #< removed by forum host >), from Adobe Systems an upgrade of Photoshop from CS3 (Registered SN 1< removed by forum host >)  The payment was made via Paypal (Transaction ID: < removed by forum host >)
    These two upgrades of Photoshop were preceded by a full copy of Photoshop 7 (Registered SN < removed by forum host >) and an upgrade to PS 8 (Registered SN < removed by forum host >.
    At the time of the upgrade I was working on a Dell Laptop with a Vista operating system.  I was considering a switch to a Mac.  Prior to the switch I researched how many of my PC applications could be transfered to the Mac and how many I would have to repurchase.  A key point in my decision was my Photoshop since a new full version for the Mac would be $639.95 from B&H Photo in NY.
    I got on the Adobe website and posted an inquiry via the Customer Support Portal as to an exchange of my present CS4, PC version for a new copy of CS4, Mac Version.  The text of my post follows:
    Tuesday, May 26, 2009 10:42:22 AM PDT
    I just recently, April 29th, purchased Photoshop CS4. The transaction # was #AD002332406.
    The software is running on a PC. I'm about to change from a PC to a Mac. Is it possible to disable the PC version, and exchange it
    for a MAC version.
    I've been a photoshop user for years and would like to be able to take advantage of the software I just purchased during this change
    Thanks
    Operating System: Windows Vista
    Browser: Other
    Printer model / driver version: Epson R1800
    Video display card / driver version: NA
    Scanner / driver version: NA
    Type of network (server type and protocol for connection): NA
    Has it ever worked? If so, what's changed? (provide comments in description field): Not Applicable
    Same results with different file?: Not Applicable
    I received a reply as follows:
    Thursday, May 28, 2009 9:24:44 AM PDT
    Hello Paul,
    Thank you for contacting Adobe® Web Support for assistance with Adobe
    Photoshop CS4.
    I understand that you just recently purchased the Windows® version of
    the software and would like to switch your software to the Mac version.
    We do have a system set up to do just that but you will need to contact
    our Customer Service Department to do so.
    For more information on Adobe products or services please visit us at:
    HYPERLINK "http://www.adobe.com/support" http://www.adobe.com/support
    Kind Regards,
    Evan S.
    Adobe Web Support
    Given this positive reply I purchased a MacBook.
    On Friday May 29th I called the phone number provided.  My intent was to process the exchange as promised - “We do have a system set up to do just that .....”.  The system is called a “Xplat Swap”
    The Customer Representative asked for my Customer Number.  I provided it.  She then asked for the SN of my recently purchased copy of CS4.  I provided it.
    Then she asked for the SN’s of all previous copies of Photoshop I had purchased, including the original Full Version.  I didn’t have any of that data on hand.  That was software that I wasn’t using, had removed from my computer, and had disabled those versions.
    She then told me that without the old SN’s she wouldn’t be able to process the exchange.  She asked if I had registered the software.  I had.  She checked the Adobe files and couldn’t find any record.  She then suggested that that software might be registered under a different email address.
    Over the past years I have changed internet providers and indeed have had to change my email address with each new provider.  I wasn’t made aware at anytime during the years that I had owned and registered Adobe software that I would (1) be required at some point to provide the SN’s of all versions purchased, or (2) retain a record of the email addresses under which software was registered.
    The “system to do just that” was becoming very frustrating.  I asked to talk to a supervisor who could “solve the problem”.
    After a long wait I was transfered.  The new Customer Support Representative (CSR) asked for all the same information again.  After some discussion he informed me that I had been transfered to Technical Support, they were just closing, and he couldn’t help me.  With that I was transferred to another CSR..
    The third CSR again asked for a long list of information that I had given previously.  He listened to what I had to say and repeated that I would have to have all the necessary SN’s before the Xplat Swap could be processed.
    After some discussion I was able to provide an old, unused email address.  This address proved to be the one under which the previous upgrades and original full version were registered.
    He then began the Xplat Swap process.  His first step was to “destroy” all of the prior registrations.  These were read to me because I was told that he would be sending a PDF of a “Letter of Software Destruction” (LOD).  I would have to print the LOD, fill in the various items including all of the former SN’s, and sign the document.  Then the signed copy needed to be scanned, made into a new PDF, and emailed back to an address given.  He admonished me that this needed to be done “within” 48 hours or the case would close.
    All of the above took nearly 4 hours.
    The next day, Saturday, May 30th, I printed the LOD, filled out the form, signed the copy, scanned it, made it into a PDF and emailed it back to the address provided.  I was sent an acknowledgement (KMM10907345I51L0KM) that the email had been received.
    Then, on June 1st I received an email from Adobe. It noted that my case had been updated.  It also had another copy of the blank LOD.  I responded by sending another copy of the completed LOD.
    I regularly checked the Customer Support Portal (CSP) for updates.  There were none.  I had been admonished that “I needed to reply in 48 hours of the case would be closed” and was concerned that I was hearing nothing in return.
    After posting messages on the CSP, none of which elicited a response, the process was becoming very frustrating.
    Monday, June 15th I again called Customer Support.  After being on hold for 1/2 hour I got a CSR.  She told me that Adobe didn’t have my LOD.  I told her that I had sent it several times via both the email address provided, and the CSP.  Her response was simply that “Adobe didn’t have my LOD.”
    I asked for a supervisor and was transfered.
    The new CSR told me the same thing, that “Adobe didn’t have my LOD” and that without that the case couldn’t be processed.  I explained that I had sent it multiple times.  After he explained the same thing over and over I asked if he had access to the email.  He said he did.  I then sent a short message and attached a copy of the LOD.  He said he saw the message but didn’t see the attachment.
    I suggested that there might be a problem with the email system and was there another way to get the LOD to them, or might I have an improper file name, or could he suggest another solution.  The reply was simply that “Adobe didn’t have my LOD” and without that the Xplat Swap couldn’t be made.
    There was no attempt to solve an obvious problem and no concern for my frustration as a customer who was without critical software - I’m a freelance photographer.
    I sent the LOD once more via the CSP.
    On 16 June I sent a letter to the Adobe corporate office in San Jose, CA, to the attention of Customer Service.  The letter outlined the situation above.  To date - 24 June - I’ve had no reply.  Also to date - the case on the CSP remains as “Pending Adobe Response”.
    It has been nearly a month since this process has started.  What appeared to be a simple exchange of software which was purchased and registered has become a very difficult and frustrating experience.  Adobe Customer Service has been slow, unresponsive and at times rude.  The problem is being placed on me and it has been suggested that I’m not actually sending the LOD and until I do so the exchange will not take place.
    To add to the problem, when I check my account on the Adobe website the present copy of CS4 which I purchased in April in no longer registered.  I do have the option of using that software on my MacBook under a program which emulates Windows, but since the software was “destroyed”  by the Adobe CSR during the first call, I can’t use software that I purchased less than two months ago!
    I can only imagine that if I did decide to go back to my PC to use Photoshop and tried to install the periodic updates that are part of the purchased software package that I would be rejected, again because the Adobe representative cancel my registration before the new software was sent.
    At this point I’m at a complete loss to know how to solve the problem.
    Sincerely,
    Paul g Wiegman
    My present efforts have been to contact the BBB in San Jose, CA and file a complaint as well as talk to the "Consumer Advocate" with the local newspaper here in Pittsburgh, PA.  We'll see what that brings.
    Meanwhile, the Customer Support Portal continues to read "Reply pending from Adobe".

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