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colinp80427870
Inspiring
April 8, 2018
Answered

Irate Customer

  • April 8, 2018
  • 1 reply
  • 2042 views

I had Adobe Reader X, something I bought 18 months ago to convert Excel to PDF. Last month it stopped working, with no reason given. I went through a similar forum to this and got nowhere. The only conclusion we could reach was that Adobe Reader X no longer works with Windows Vista, possibly because Vista is no longer receiving updates from Microsoft. That is pure guesswork. Because I got no response through such a forum, I was in the process of writing a detailed letter to Adobe (Ireland) for assistance - or cancel my subscription.

Yesterday, however, whilst submitting my tax return, I was advised to download a FREE copy of Acrobat Pro DC to be able to save info supplied by HMRC.

1. Without my permission, Adobe have cancelled my annual subscription to Adobe Reader X - which had 7 months to run, and advised me of a new monthly contract for Pro DC. Thinking that Pro DC might give me the PDF function that I could no longer get with Reader X, I tried downloading Pro DC as advised.

2 Unfortunately Pro DC does NOT WORK with Windows Vista either.

Can any one assist? I want a piece of PDF Converter software but if neither Reader X nor Pro DC works with Vista, I want all subscriptions cancelled.

How do I go about doing that?

Colin Pryor

    This topic has been closed for replies.
    Correct answer colinp80427870

    Hi Colin,

    Sorry for the inconvenience caused to you and I glad you got it fixed.

    I would like to mention few things here. Adobe never sold you an absolute version of an application, you had a subscription to Adobe PDF Pack and was an annual commitment, It was purchased on 11/12/2016. You can check what PDF Pack is: FAQ | Adobe PDF Pack 

    Then you purchased PDF Pack again on 04/10/2018 again. It is an online service, not a Desktop application but can be accessed via Adobe Reader(freeware from Adobe) Which try67 was trying to explain. And this service can be accessed via a browser: https://cloud.acrobat.com/  And while we get a new version for Reader available, we discontinue the usage of Online service via an old version of Adobe Reader. Also, we always recommend our users to have the latest version of Reader installed.
    Then I think while you were trying to figure out what you subscribed you might have upgraded your Adobe PDF Pack accidentally to Adobe Acrobat Pro, which I can see you have had our customer service team to get it cancelled for you.

    Hope this clears things up a little. Please feel free to update the discussion if you have further questions.

    -Tariq Dar


    Hi Tariq,

    Thanks for taking the time to reply, but neither you, nor any other Forum/Adobe representative seems to address what the original problem was.

    In October, 2016, I started an annual subscription to an online PDF Pack. I didn't purchase it again (in October '17 not '18), it was automatically renewed by Adobe. That was OK if the Pack had continued working until I recently changed it but sometime between October '17 and now - around early March, that online pack stopped working. When I tried querying it with different people on the Adobe Forum, nobody, including try67 (who was extremely helpful), could understand what Adobe Reader X software/online access I had bought. A number of people told me it was a very old piece of software but nobody knew exactly what it was to be able to investigate why it had stopped working. Because they could not make any recommendations on how to correct the fault, I had no option but to go direct to Adobe Customer Services.

    I have finally got a resolution to the problem after numerous emails and 1 hour and 33 minutes on the telephone to Customer Services. Without a huge amount of patience, most people would have given up in despair.

    Many thanks anyway.

    Colin Pryor

    1 reply

    try67
    Community Expert
    try67Community Expert
    Community Expert
    April 8, 2018

    Adobe Reader is free. If you have a subscription to something it was something else. The first step would be to find out what you had a subscription for... Maybe it was Create PDF? If so, I believe it was discontinued. If you want to create PDF files you need to use Acrobat.

    C
    colinp80427870Author
    Inspiring
    April 8, 2018

    Dear Sir,

    Your answer is ill-informed. I didn't say I had Adobe Reader. I said I had ' Adobe Reader X'. It is a piece of software sold to me by Adobe (Ireland) to specifically convert Excel documents to PDF's. Amongst other features, it had a PDF converter that worked very well up until a few weeks ago when it suddenly stopped working - as I have already explained in my earlier email.

    Suggesting I use Acrobat is a nonsense. I explained to you that whilst submitting my tax return to HMRC, I was encouraged to use Acrobat Pro DC to save various of their files. I opted for it hoping that it would allow me to download HMRC files but also that it might be able to be used to create PDF's - because Adobe Reader X had stopped working.

    When I try to download Acrobat Pro DC, it will not download as it is not compatible with Windows Vista. So your suggestion to try Acrobat is frankly a mystery

    try67
    Community Expert
    try67Community Expert
    Community Expert
    April 8, 2018

    Sorry to say it, but you are ill-informed. "Adobe Reader X" means version "X" (10) of an application called "Adobe Reader", which is free.

    Adobe did not sell it to you.

    You're right, though, that Acrobat DC is not compatible with Windows Vista. Adobe doesn't offer any application that can do it that's compatible with your ancient operating system.

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