License Transfer and Customer Support Nightmare - Please help.
I have purchased a copy of Creative Suite and am trying to get the license transferred.
I have been promised 3 times now via live chat that it will go through yet obstacles keep popping up.
Initially the case was closed so I was unable to upload my recipient end of the transaction. Then I was told it was re-opened but that that the current license holder had to upload both forms.
I have kept all of the chat transcripts so this is what was said:
"******you have to contact ****** and mail your form to him and he will attach the form containing your details . And then we will be able to authenticate that and then transfer the details."
He has done so and has now been sent the following email (all names and case numbers removed)
Adobe Case Update
Your Adobe ID*******
Your Case Number:******
Case Description:Transfer of license
Hello ******
Thank you for contacting Adobe.
We understand that you wish to transfer an Adobe license to a different user. We have received the Transfer of License form that you have submitted. We appreciate for taking your time to attach the required document. However, we regret to inform you that, we are unable to process further with the transfer of license, since there is no case created and Transfer of license form submitted by the recepient under his account. Please be informed that in order to transfer an Adobe license the Transferor and Recepient needs to be submit the TOL form from their own Adobe account. The Transferor cannot submit both the document.
Please refer the below given link for more information on Transfer of License.
URL: http://helpx.adobe.com/x-productkb/policy-pricing/transfer-product-license.html
For more information on Adobe products or services, visit us at www.adobe.com. For Adobe Support contact information, visit www.adobe.com/support/contact
Please let us know if you have any questions or concerns. Your identification number is *******
This email is in response to support case #********* submitted by********
To respond to this update or review your case history, log in to the Adobe Support Portal online and look for your case number in the "recent activity" section. Should you need to send us additional information, you can do so by opening the case and submitting your update.
If you have difficulties logging in, consult the Adobe ID and Membership FAQ.
Thank you,
Adobe Customer Care"
It turns out that a completely new case number has been assigned when I was told it hadn't.and that, as I initially thought, I need to send them my form as the recipient but am unable to do so because the case is not listed on my Support Portal case list.
Can somebody PLEASE tell me how to make sure that Adobe have both forms attached to the same case No. so that this issue can be resolved. It is becoming a little Kafkaesque.
Many Thanks,
Gregor Samsa
After another hour I found how to chat to an actual person.
So if anyone wants to avoid the circles try here:
Adobe ID, sign-in, and account help
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