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jsltek
Participant
April 10, 2009
Question

Fed up with ADOBE

  • April 10, 2009
  • 2 replies
  • 1956 views

I have just spent over two hours trying to solve a problem with Acrobat 8 (CS3 Master Collection).  I use this version to interact with Offic e 2007, and all of a sudden I am receiving an error that the program (Acrobat) is not activated, with instructions to activate then try again.  I have tried again with no luck.  I have unistalled both Office 2007 and Acrobat Pro CS3 (Version 😎 and reisntalled them several times to no avail.  I have now spent over two hours with Adobe Customer Support where I am speaking with someone who does not speak English very well and goes way to fast so I cannot understand what is being said.  Adding to the frustration is that after two hours I am transferred to the Technical Department (except they are closed now because it is after 5:00 PM PDT.  Now when I enter the serial number to re-activate the program, I get an error message saying that the serial number is incorrect.

Needless to say I am very frustrated and based upon my problems with Adobe I am now considering never purchasing their way too expensive products again and I have been a customer since Acrobat 3.

I use Office 2007 on a Vista Home Premium 32 bit system with 4GB of RAM and a large hard drive.  May questions are:

1.  Why I am unable to use the serial number printed on the back of my CS3 Master Collection box?

2.  Why no one at Adobe seems to be able to cure the problem, now it is affecting my ability to make a living?

3.  Why I cannot talk with someone who speaks English?

4.  Is this a problem with Vista?  Office 2007?  (Which by the way is an abortion.)

5.  Why Adobe no longer cares about their customers and has turned the "Customer Service" process into a big joke.  NOT FUNNY.  Adobe used to be one of the best companies to deal with and would always have the answers or the means to find them at the ready.  Obviously that is no longer the case.  They now are a company that charges way to much money for their products, their products are not near as user friendly as they once were, this activation situaltion is a bad nightmare.  I bought the program I should be able to use it as I wish.

Sorry for venting, but unles I can get this situation resolved tomorrow I am going to be more that mildly ticked off and will start trying to find ways to bring the media into the siutation so that Adobe finally listens.

jsltek

    This topic has been closed for replies.

    2 replies

    J
    jshigh
    Participating Frequently
    September 11, 2009

    I see I am not the only one who has had braindead customer service from Adobe.  The VP of tech services has acknowledged the poor quality of Adobe's service in an open letter:

    http://blogs.adobe.com/captivate/2009/08/open_letter_to_our_customers_o.html

    The letter concludes by saying that you can contact adbecare@adobe.com with unresolved issues - no, that's not a typo, its adbecare@adobe.com

    Let's hope he is serious about turing this situation around and not just paying lip service.  Good luck with your problem.

    D
    dwarrenk
    Participant
    August 14, 2009

    I am reading these posts as I sit hear on hold listening to lame music for the second time today. The first time, after 30 minutes on hold and then talking to India, only to be transferred to tech support and another 30 minutes on hold, I was cut off. This time, I've been on hold now approaching 45 minutes, all because the activation limit has been reached. I have purchased Adobe production suites 1.0, 1.5, 2.0 (2 copies). 3.0 and 4.0, and before that, started with I think version 4.0... all legal copies. Even though I've used Premier for editing the last 12-15 years, my next edit computer will be a MAC with Final Cut Pro... Premier is not dependable to work "day in and day out"... maybe it's Windows... maybe it's Adobe, I don't know. But 2 calls with a 45 minute "on hold" time to activate a purchased production suite? If I had the cash flow right now, I'd go to Final Cut Pro immediately... but I don't, so, right now I have to continue to "HOLD" to re-activate CS3... all due to a system hard drive crash and a new hard drive replacement. All we can do as customers is voice our complaints... and in my case in the future, buy the competitor's product. I don't mind an activation, but time is money, and Adobe could make the process easier... as you can tell, I'm very frustrated! (and still "on hold")

    now approaching 60 minutes on hold.................

    M
    mrock66
    Inspiring
    August 14, 2009

    Hi,

    Did you happen to get a case #? I will see if I can get this fixed for you, sorry for the delay.

    matt rock | Technical Response Team, Connect | 613-940-4076 | marock@adobe.com

    adobe systems

    my.adobe.acrobat.com/mattrock

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