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LordBadon
Participant
December 16, 2018
Question

Adobe CS6 Production Premium Not Genuine?

  • December 16, 2018
  • 3 replies
  • 460 views

Last year I purchased Adobe CS6 Production Premium for my computer from King of Software. I know that at the time Adobe was not officially selling the product, but I found King of Software after scouring Adobe's OFFICIAL PARTNER LIST as I did NOT want to buy a non-genuine copy of the software. I trusted that Adobe would not list a place on their OFFICIAL PARTNER LIST if they were not selling genuine products.

Everything has been fine for quite a while now, until my computer broke down in August or September of this year. The issue was a battery problem, but it took until a few days ago for me to get the issue fixed (I had to replace my laptop battery with a new one).

Today I turned on Adobe Photoshop, only to be greeted by a message claiming my software is non-genuine. I did the same with Premiere Pro and got the same message. I am VERY surprised by this because everything had been working perfectly prior to this battery issue. I would have thought that if there was a problem it would not be that Adobe CS6 would claim to no longer be genuine. On top of this, I did not just go to a website that claimed they were an Authorized Adobe Reseller, I went out of my way to confirm that this website was listed on ADOBE'S OFFICIAL LIST OF PARTNERS.

I have never had an issue with the license prior to this. The only issue I had was when I tried to change the license from a Mac license to a PC license immediately after purchase, after which Adobe claimed the license I originally purchased was an education edition when the reseller was advertising a retail edition. I was told to contact the reseller, and that was resolved with them (they did a key-exchange with me so I had the Windows edition and they had the one I originally purchased).

Furthermore, the license registration still appears on my Adobe account. Surely if it is not a genuine license then the system, if they really caught it as I am told by the popup, would have taken the license away from my account (that's what I've heard happen to people who bought from eBay or Craigslist).

What can I do? I do not have the time at the moment to contact the support chat or call them as I am busy getting ready for a study abroad trip. That said I am very frustrated because I purchased from King of Software specifically because they were listed as an authorized reseller on Adobe's Official Partner list at the time I purchased it (I would NOT have purchased from them if they were not listed). Is there an official email address I can contact? That would be the most convenient for me at the moment but I do not see one listed anywhere.

Is it even possible that the keys are in fact not genuine, when I bought it from a reseller that at the time was on Adobe's official partner list as an authorized reseller? Or has something just gone terribly wrong somewhere in the automation?

    This topic has been closed for replies.

    3 replies

    LordBadon
    LordBadonAuthor
    Participant
    February 4, 2019

    I have been trying since December to try to get into contact with Adobe regarding this issue. However, after an initial interaction with Adobe's customer support chat after which I was told that it would be escalated, I HAVE NOT BEEN ABLE TO REACH ADOBE. AT ALL. PERIOD.

    I am no longer in the United States as my Study Abroad program started on the 9th, meaning that it is very difficult to call them regarding this. It has now been MORE THAN A MONTH and this is still NOT resolved in spite of the fact that I have emailed Adobe the documents they requested. I have even gone so far as to file a complaint with the BBB and I have YET TO RECEIVE ANY WORD FROM ADOBE.

    This has been, by far, the WORST customer support experience I've ever had from a major corporation.

    Adobe has until mid-February to respond to the BBB complaint (according to the BBB, not me). I will update if anything changes.

    It doesn't have to be said that I am very, VERY upset.

    Participant
    January 9, 2019

    How you doing I thing this site sucks I always have to back out because it freezes or doesn't load not good at all

    Legend
    December 16, 2018
    John T Smith
    Community Expert
    Community Expert
    December 16, 2018

    Nature of Suit: Trademark

    With no other information, that looks like the company sold something they were no longer allowed to sell