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CWM75
Participant
September 11, 2012
Question

Product Swap Issue / Complaint

  • September 11, 2012
  • 4 replies
  • 2067 views

To Whom It May Concern,

I recently purchased the downloadible version of CS6 Premium for my Windows-based laptop. Shortly after that I ended up purchasing a new Macbook Pro 15" Retina, which does not come standard with a CD/DVD drive.

I contacted Customer Service to do a product swap. I was completely dismayed and highly annoyed to learn that to do a product swap I could not simply de-install CS6 from my old laptop, followed by downloading a Mac version of CS6, but I also had to be sent the boxed product, which is obvioulsy of no use to me since I no longer have a disc drive, and, which cost me over $22 CDN in shipping! I also tried to explain my case to the Customer Service agent; however, all he could say was that sending the boxed product was standard procedure and was unable to cancel my order. I am also not happy with my overall customer service experience as the person I spoke with did not sound professional at all!

While I am quite pleased with the software and the initial ease of being able to download CS6 (and, also Lightroom 4, as I purchased that around the same time), I am very displeased with the process to request a product swap! To the Adobe team, I would like to cancel receiving the boxed product and receive a refund on the shipping cost, or, if anyone out there has any advice on how I should proceed, then it would be great to hear from you.

Regards,

Chris

    This topic has been closed for replies.

    4 replies

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    March 27, 2023

     

    if you want a downloadable cs6 for mac, adobe makes that freely and publicly available.

     

    however, getting a serial number for a mac version is a different story. 

     

    =================

    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 if it helps you get responses.

     

    <moved from using the community>

      John T Smith
      Community Expert
      John T SmithCommunity Expert
      Community Expert
      September 12, 2012

      This space is provided by Adobe, but this is not Adobe support
      Sorry, nobody here can help with an account or payment problem
      This is a public forum, you need the link to Adobe support, not other users
      Help Center https://helpx.adobe.com/support.html is a good place to start
      Be sure to remain signed in with your Adobe ID before accessing the link below
      Do be aware that Adobe's staffing is impacted by the Covid virus, so wait times are long
      .
      You MUST make sure that your browser does NOT block ads, scripts, or pop-ups
      You MUST also allow 'cookies' in your web browser for the link to work
      .
      This link will go directly to the chat option
      Type "Agent" in the chat box to bypass the chatbot and be connected to a person
      -Meaning type in the word Agent without the quote " " marks
      https://helpx.adobe.com/contact.html?rghtup=autoOpen
      or
      Telephone https://helpx.adobe.com/contact/phone.html
      or
      Twitter tweet @AdobeCare
      .
      Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
      -click for more information about scammers https://tinyurl.com/10791730

      C
      CWM75Author
      Participant
      September 13, 2012

      Thank you!

      A
      Anonymous
      September 12, 2012

      You may try here:

      http://www.adobe.com/products/creativecloud/faq.html

      Or

      http://forums.adobe.com/message/4379859

      C
      CWM75Author
      Participant
      September 13, 2012

      Thank you!!

      station_two
      station_two
      Inspiring
      September 12, 2012

      Chris,

      It's understandable that you're frustrated, but we're users like you in these user-to-user forums.  Nobody here can help you.

      Additionally, this particular forum you're posting to is only for discussing the functioning of the forums themselves.

      Therefore, your complaint, addressed "to whom it may concern", really is of no concern to anybody here.  Sorry. 

      If it's of any consolation, it's generally agreed and well known that Adobe's customer service and their tech service are abysmally poor.

      C
      CWM75Author
      Participant
      September 13, 2012

      Thank you for the info! I was reviewing a previous comment on this forum regarding "bad customer service" and it appeared as an Adobe staff member had responded, so, just on the chance that Adobe staff were monitoring this forum, I thought I would address my issue to them...especially, since I cannot find anywhere to raise my above issue!

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