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A
Anonymous
June 24, 2009
Question

Adobe owes me CS4

  • June 24, 2009
  • 3 replies
  • 2488 views

Four months ago I submitted a request to have my CS4 license transferred from PC to MAC and I cannot get any results from Adobe whatsoever. Eventually I got to the point where they had me "destroy" my PC copy before they would send me the Mac version. Well, I destroyed it -obviously now without a way to work- and Adobe has left me hanging without delivering my Mac version of CS4. They no longer even acknowledging my existence. I have called several times and continue to submit support cases that go unanswered. What's worse is I just talked with another colleague in my office I just found out is going through the same problem. Anyone able to advise my next step? I really need my software - four months ago - and my opinion and confidence about the Adobe company is tanking (unfortunately we're so dependent on their product).

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    3 replies

    Ramón G Castañeda
    Ramón G Castañeda
    Inspiring
    June 25, 2009

    bcmpro wrote:


    …Anyone able to advise my next step?

    There's no way of telling what degree of persistence and pressure may be necessary to get satisfaction from Adobe Customer Service.

    Here's a little story for you:

    Last year, as some of you may remember, I had occasion to ask Adobe for my money back within the allowed 30-day period for a copy of Photoshop Elements I had bought in a moment of temporary insanity.  After countless, polite phone calls, faxes and emails to Adobe Customer Service, I was still getting the runaround from Adobe for weeks and weeks.

    Then I lost my patience and fired off the first of two very angry emails, in the first one of which I limited myself to telling them "you are an impenetrable den of thieves!"

    That one generated yet another runaround-copout type of email response from Adobe, so I finally wrote something to this effect: "OK, you thugs, you keep your göd-d@mned money, you apparently need it more than I do, perhaps to pay those poor people you shamelessly exploit in Pune, Mumbai, Calcutta or New Dheli!" 

    Within 48 hours I had a call from a Customer Consultant for Adobe in Canada (I'm in California) who promptly arranged for me to get my refund.  Evidently the outsourcing of customer service to India is a very sore point PR point with some corporations, not just Adobe.

    So, unfortunately, patience and politeness don't always work.  But straightforwardness did.

    There are serious issues with Adobe Customer service these days.

    TᴀW
    TᴀW
    Legend
    June 25, 2009
    Anyone able to advise my next step?

    Small claims court?

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    A
    Anonymous
    June 25, 2009

    Better Business Bureau. From reading the posts a lot of people get the run around.

    A
    Anonymous
    June 25, 2009

    this might help:

    http://consumerist.com/tag/fail/?i=5019763&t=adobe-it-would-have-been-a-pleasure-to-assist-you-with-this-issue-[unfortunately-were-totally-incompetent]

    start sending executive emails. lots of em.

    A
    Anonymous
    June 25, 2009

    Go get 'em. And tell them the forum stinks while you're at it.

    Thanks,

    Ken

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