customer service fail

Forum|Forum|5 years ago
January 9, 2021
3 replies
168 views

I purchased Adobe Creative Suite CS6 couple of years ago. After my mac upgraded mac os 10.15 catalina I am not able to use any of my applications. (I know this is the major issue for many). Today I contacted to the Adobe customer service and asked them if it was possible to use my ACS CS6 license for my pc. The customer service representative asked me what verion of pc I had, then he gave me a link and told me to download and redeem my license. After hours of downloading Adobe Creative Cloud I was not able to use any of my applications, obviuosly. So, I contacted to the customer service again and the other representative tells me that my license is not suitable for pc. Also, he tries to cover up his coworker, even blame on me. Do you think this is the best way of treating your customers? I can't even put into words how frustrated I am with Adobe and its customer service. You should find better ways to help your customers solve their issues and not to make issues even harder. I just wasted many hours for nothing. They didn't even bother to say sorry for their mistake. It was the worst customer service experience I've ever had.

Account management

This topic has been closed for replies.

Nancy OShea

Community Expert

"I purchased Adobe Creative Suite CS6 couple of years ago."

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Hi @tamtab51101348,

More than a couple of years ago. Creative Suite hasn't been sold (legally) since Jan 2017. Also Creative Suite software is no longer supported. So a platform swap is not available, sorry. See below for details.

https://helpx.adobe.com/x-productkb/policy-pricing/exchange-product-language-os.html

It's unfortunate that the first agent wasn't experienced enough to know that Windows & Mac versions had different licenses or that platform swaps are no longer offered. But that's a moot point now because no matter which platform you use, 9 year old software is outdated. Use at your own risk. Eventually all software comes to an end when modern systems can no longer support it.

Best advice, get modern 64-bit software to go with your modern system and equipment.

Photoshop Elements or Premier Elements 2021 (approx $100, no subscription needed)
https://www.adobe.com/products/photoshop-elements.html

Creative Cloud Photography Plan -- approx $10/month x 12 months. Includes these great products & services:
-- Photoshop CC and Photoshop on iPad
-- Lightroom on desktop, mobile and the web
-- Lightroom Classic
-- Portfolio website + hosting
-- Spark with premium features
-- Bridge
-- 20 GB cloud storage (upgradable to 1 TB).
https://www.adobe.com/creativecloud/photography.html

Creative Cloud All Apps (31 + apps & services) and Single Apps Plans
https://www.adobe.com/creativecloud/plans.html

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Beware of fake Adobe reps who may contact you privately offering to sell you software or take control of your computer. It's a scam, run away!
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3 Easy Ways to Identify Genuine Adobe Staff
https://tinyurl.com/10791730

Nancy O'Shea— Product User & Community Expert