Redemption Code entered correctly does not generate serial number.

I am having a difficult time obtaining a serial number for Adobe Acrobat XI Pro.  I purchased a boxed package from a local retailer.  Inside the box is a redemption code that upon entering, a serial number is supposed to be generated.  I made sure to be careful of ones and zeroes, to not mistake them for "I"s and "O"s .  Upon entering the Red/Cd I receive a message that the retailer has not activated the software purchase.  I go back to the retailer, tell them my issue and they exchange my s/w for a new box.  I get home and the same problem occurs.  My question:  has Adobe changed the process for obtaining a serial number from a boxed software purchase?  This is utterly frustrating.  I cannot understand why Adobe would have a process for obtaining a serial number for legitimately purchased software that does not work.  Any help would be appreciated.  Please forgive me if I posted this to the wrong forum.