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fred f
Inspiring
May 23, 2011
Question

CF9 Upgrade Serial won't accept CF7 Serial - Adobe WORST support ever

  • May 23, 2011
  • 1 reply
  • 485 views

After over 5 hours of being passed on from one division to another at Adobe phone support, I am amazed at the lack of understanding most of the techs on the phone have had and the inability of a single one of them to get me the support person who can solve this...

We have CF9 Server running in trial mode.  We have purchased the CF9 Upgrade.  We had CF7 for years.  When we take the two serials (new CF9 and old CF7) and try to apply them in the CF Admin, we get:

"This combination of license keys does not constitute a valid upgrade."

One of the many techs I have spoken with in the past 5 hours said it was because our CF7 serial was an older one... he didn't know who to contact though and passed me onto someone else who knew even less.

Note, when I asked who I can contact to put a complaint in, I was told there is no electronic way to put a complaint in... only via regular letter.  Wow.... guess they really don't want to hear from anyone that unhappy with their services?  Isn't the idea of Acrobat PDF to go paperless?!?

Is there no one at Adobe who can solve this most basic issue?!?!?!

ADOBE, HELP?!?!?!?!

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    1 reply

    D
    Community Expert
    Dave WattsCommunity Expert
    Community Expert
    May 23, 2011

    Did you purchase through a reseller? If so, I'd recommend you pursue this through them - they'll have access to people in Adobe sales who can unscrew this sort of problem.

    Dave Watts, CTO, Fig Leaf Software

    http://www.figleaf.com/

    http://training.figleaf.com/

    Dave Watts, Eidolon LLC
    F
    fred fAuthor
    Inspiring
    May 23, 2011

    Thanks for the reply but I purchased directly from Adobe's online store as a download and they provided the serial directly.

    No 3rd party on this.  Frustrated to say the least...

    F
    fred fAuthor
    Inspiring
    May 24, 2011

    Took over 7 hours on the phone today but after being passed back and forth beetween 10 to 12 (lost count near the end...) adobe tech support people, I finally was given a different number to call for Tier 2 tech support.  Instead of the usual 40 minute plus hold time, I got someone on the phone right away and he stuck with it for 30 minutes till it was solved.  He was much more technically proficient and was able to think through the issue instead of using canned scripts.

    For reference, even though the message was about the license keys not being valid for upgrade, the actual issue was a file permission issue on the license.properties file.  I was logged in as an account that is part of the administrators group and it was the same account I did the original installation with, but had to modify the permissions on that one file to give the user account direct permissions.  The error message was just misleading...

    So to adjust, level 1 support at Adobe is definitely worst I have ever encountered.  Tier 2 support actually did a great job.

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