Issue with support, and deleting my active and working software.

Forum|Forum|1 year ago
November 15, 2024
2 replies
299 views

On November 5, 2024, I contacted Adobe Support regarding an encrypted legal PDF document created in Adobe Acrobat Pro that I could no longer open. During the first call, the agent unnecessarily uninstalled my software, claiming reinstallation would resolve the issue, but abruptly ended the call without resolution. A second call confirmed the issue was certificate-related, not software-related, but no solution was provided.

Ten days later, I began receiving errors indicating my Acrobat Pro software required payment. During a third call, Adobe claimed my software was outdated and unsupported, despite functioning properly prior to the initial support intervention. The agent could not restore my software, citing a lack of records, despite finding it under an alternate email. Ultimately, I was left without access to software I had purchased and relied upon for legal work.

This situation reflects poor customer service, unnecessary software removal, and a failure to restore or support a legitimate purchase, causing significant disruption and potential legal implications. Immediate resolution is required. I emailed Mr. Day on your executive team for help too.

This topic has been closed for replies.

kglad

Community Expert

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from using the community">

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Nick251870746ipsAuthor

Participant

Thank you, I did look at the resolved ticket, and you can see when I got this new laptop it shows that I hit activation max or whatever, thats when Adobe helped me transfer everything (photoshop, and the other software I purchased) and ensured it was set-up. Since the new laptop is the same as the old, they told me as long as I only have one machine it is ok because they are basically continuations of the last laptop, Dell sends a new one every 18-24 months, and have to give back the old one.

If this matters at all, my current laptop says Microsoft Windows 11 Pro, Dell Inc, XPS 9320 x64-based PC, 13th Gen Intel R Core 7 5.5GHz. 16GB RAM, and this is where all my adobe products were installed and worked amazingly. The Adobe Pro was "pre-activated and came with a securtiy key that I do not have, how would I find it? I did the download/upgrade, and havent had any issues, until Adobe deleted the software and said they would reinstall it, I assumed they got the key before they deleted it, but instead the agent hung up because of a shift change.

kglad

Community Expert

you can retrieve the serial number from your computer (using belarc), and dell may have it listed on your account.

you should have that written and secured.

can you get the installation file from dell, or better see if they'll help you restore acrobat.

or do you have a system restore that will restore your acrobat?

kglad

Community Expert

what version of acrobat are you trying to reinstall.

also, check for open tickets, https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

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Nick251870746ipsAuthor

Participant

Thank you, it is Acrobat Pro 2021 I emailed Steve Day, he is in Adobe leadership, but it is insane that an agent deleted my software and now they want me to pay a monthly subscription.

kglad

Community Expert

did you purchase from (or register with) adobe?

do you have the installation file and your serial number?

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