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A
Anonymous
January 13, 2014
Question

Advice and help

  • January 13, 2014
  • 2 replies
  • 889 views

My computer windows seven PC brokedown and Adobe kindly let me cross platform to a mac,  which I had on loan temporary. My computer was not repaired and so I ended up buying a new windows 8. I bought a PC because of my Creative suite.  I installed my Creative design and found that the serial number no longer worked. On contacting adobe , I was told that the cross platform was a one off, and I could not change back to a PC.  I explained that I was not told this and was given the impression that as a gesture of good will I was temporary able to use the Mac until my PC issues were solved. Had they told me this then I would have opted for a MAA. But becuase I was not adviced correctly that the platform change could only be once , I bought a PC. Sadly I have been calling Adobe for the last two weeks unable to get through and when I do get through I am given apologies and told that the matter has been escalated and I will hear from Adobe in due course. Three weeks later and I am being kept waiting and no response, only opologies!  I have a new windows 8 PC, and need my serial number for the PC version of Creative Suite, so that I can continue my work but can not get a reply. Can any one help? What are my legal rights. I have told Adobe to check all the conversations since they record the conversations to verify my story. If they were to do so they will see that I was adviced wrongly.  their staff  wrongly advicedme  and I was misled in to believing that I would be able to continue using my Adobe Creative suite on My PC. I now am stuck with an expensive Creative suite package which I cant use,   and a new PC . The Mac version does not work either. I am totally stressed not getting any positive response. Please can any one help and advice?

Message was edited by: heavenlyblest

    This topic has been closed for replies.

    2 replies

    A
    Anonymous
    January 14, 2014

    The following is the case number and replies.

    Case #0212159227

      

    Updated

    Tuesday, 14 January 2014 15:00:03 o'clock GMT

    Opened

    Thursday, 2 January 2014 12:42:28 o'clock GMT

    Status

    Open - Pending Adobe Response

    Product

    Adobe Design Premium CS5.5

    Issue Type

    Purchase

    Subject

    cross platfrom swap

    Notes & responses

    Notes to Customer

    Tuesday, 14 January 2014 13:25:02 o'clock GMT
    Hello Alia,Thank you for contacting Adobe Support.As per our last conversation we know that you haven't received the serial
    number yet and we do apologize for the delay as discussed we had already sent the email to the concerned team and it will take
    another 24 to 48 hours in getting a response with them.Your co-operaion will be appreciated. Thank youAdobe Support.

    Notes to Customer

    Monday, 13 January 2014 10:53:09 o'clock GMT
    Thank you for contacting Adobe.I am writing in reference to your open case. 212159227We have escalated the case to our senior
    team and we will confirm you once we get a response from them  Thank you,Kumar PaurushAdobe Support

    Notes from Customer

    Thursday, 9 January 2014 23:21:21 o'clock GMT
    Can I please have a response. The matter is URGENT!

    Thank you 

    Notes from Customer

    Thursday, 9 January 2014 15:48:53 o'clock GMT
    I have yet to receive a response - was told someone would contact me via email- have not received anything as yet - would appreciate
    if this issue could be resolved so that I can resume using my software - thank you 

    Notes from Customer

    Thursday, 9 January 2014 15:47:54 o'clock GMT
    I have yet to receive a response - was told someone would contact me via email- have not received anything as yet - would appreciate
    if this issue could be resolved so that I can resume using my software - thank you 

    Jeff, I have 5.5 Creative suite. I dont want to upgrade at this time.

    Jeffrey_A_Wright
    Jeffrey_A_Wright
    Legend
    January 14, 2014

    Heavenlyblest your case was just updated as of today.  I have requested a member of our support team contact you directly regarding the current status of your case.

    A
    Anonymous
    January 14, 2014

    Thank you Jeff. I cant believe that the case was just updated today. I have been calling for the last thre weeks + and promised each time that I would have a solution in 24 -48 hours. The solution never comes. I call , I get an opology get left hanging on the phone for some time with horiible irritating musis, just to be apologized to and told nothing can be done and the case has been escalated. So all this time I have been lied to!

    When can I expect some one to call me. I have lost a lot of time , money and just about holding on to my hair! I have never had such a bad experience. My whole impression about Adobe has sadly changed. I have  lost all respect for the company who I admired .

    Thank you for your feed back, and intervention. I hope you have clearer picture of the reality.

    Jeffrey_A_Wright
    Jeffrey_A_Wright
    Legend
    January 14, 2014

    Heavenlyblest is the software you are wishing to switch from Mac to Windows Creative Suite 5.5?  Per discussion http://forums.adobe.com/thread/1378780 it appears that you were receiving a message stating that the serial number is invalid.  If you were trying to insert a Mac OS serial number into a Windows installer then it would indeed be invalid.

    We do offer language and platform swaps at no charge for the current version.  If you have a Mac license for Creative Suite 6 then you could request a swap to a Windows license.  We can only offer this though while it is the current shipping version.  You can find more information including the process to request the platform swap at Order product | Platform, language swap - http://helpx.adobe.com/x-productkb/policy-pricing/order-product-platform-language-swap.html.

    If you have an older version then you can upgrade to a Windows version of Creative Suite 6 for the upgrade price.  You other option is to subscribe to the Creative Cloud which includes the use of Windows and Mac OS versions of the software included with your membership.  You can find more information at the links below:

    Creative Suite 6 - https://www.adobe.com/products/catalog/cs6._sl_id-contentfilter_sl_catalog_sl_software_sl_creativesuite6.html?start=10

    Creative Cloud - https://www.adobe.com/products/creativecloud.html?promoid=JQPEQ

    A
    Anonymous
    January 14, 2014

    Dear Jeff, Thank you for your reply. The Software I have is for windows 5.5. I have a licence forthe 5.5. The problem I have is that I did not ask for the platform to be changed. I called Adobe to explaine that the hardrive on my PC had to be replaced. I was desperate to continue my work and had a Mac to use for the interim period until the PC issue was solved. I was given a serial number to use for the Mac. I downloaded the mac version and was able to use the Creative suite for a short while but then the Mac version stopped working and did not recognise the serial number. I bought a replacement PC to make things easier and load my Original Package CS5.5 and put in th eoriginal serial number. It was not being reconized. I called adobe the first time three weeks ago to be told that the I can only have a cross platform swap once. I was confused and asked what a crossed platform was. I never requsted to change permanently. Had I been told that this would be the case then I would not have got a loan mac. I would have waited for the repairs to my PC.

    I was told that the matter will be escalated and a reply would be with me on within four days. I called on a Wednesday and was told the reply should be with me on the Monday latest tuesday. I got no reply. On tuesday called again to be told the matter ill be escalated and a reply will be with me the same day. Nothing came.  I requested that since all the telphone calls are monitored they could verify my version quite easily. I was told the matter needs to be escalated as I have been given wrong advice by the first person  whom I had spoken to. I heard nothing more and called back again . My email that Adobe have belongs to the research institute where I am a student and for security reasons is always being updated and sometimes we find it difficult to log in and retreive messages. It has recently been hacked in to and we have a lot of issues logging in. So I gave them another email which is my personal one to sent comunications to.

    I called again yesterday to be promised that I would receive a reply the same day and the matter is again escalated. No reply was sent . I was also told that they cannot send me messages on my personal email even though it has been verified. I am now sitting with a new PC and a Creative suite package I cant use. My work has stopped, I am losing precious time and money! I dont want to upgrade to creative suite 6 as have been told I need to pay a montlu subscriptionand will need internet excess all the time.  I do not have internet excess all the time and this will cause me problems on cloud as well as added expences. I also dont have monthly sums to pay. I bought my package on trust and good will from Adobe. I am very sadned and disappointed with the after service I am getting. Can you please advice.Thankyou.

    Jeffrey_A_Wright
    Jeffrey_A_Wright
    Legend
    January 14, 2014

    Heavenlyblest I am sorry you have faced a frustrating support experience.  Do you have a case number from your interaction with our support team that I can reference.

    If you have not done so already please review the documentation regarding the platform swap offered in message #1.

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