URGENT: 30+ Day Delay on Promised Replacement Code - Case ADB-42811846-M5N5

[Sushilover]

Hello,

I am posting here as a last resort because I am stuck in an endless "5-7 business day" loop with standard support.

Case Number: ADB-42811846-M5N5

The Issue: Over a month ago, I purchased a 1-year Lightroom prepaid code from Newegg. When I redeemed it, the system created a parallel subscription instead of extending my existing plan. I contacted support, and the agent canceled the "new" parallel plan and promised that a replacement redemption code would be emailed to me so I could correctly apply the 12 months to my account.

The Problem: It has been over 30 days. I have followed up via phone and chat multiple times. Every single time, I am told the case is "escalated" and that I must "wait 5-7 business days." I have now waited through four of these cycles with zero resolution and no email.

I am a teacher and a dedicated photographer (shooting on a Sony A7RIII); I rely on this software for my workflow. It is incredibly frustrating to have paid for a year of service that I cannot access because of a back-end billing error.

Requested Action: Could an Adobe staff member please look into this case and either:

1) Manually issue the 1-year redemption code immediately.

2) Or, simply add 12 months of credit manually to my active subscription.

I am happy to provide my account email via Private Message to any Adobe employee who can help.

Thank you for your time.

[kglad]

you can't bypass support by posting here (or elsewhere).

you can check for an open ticket, https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

[Jeffrey_A_Wright · Accepted solution]

Sushilover, I am sorry for all the difficulties you have encountered using a redemption code to purchase access to our services. I do see that you are a long-time subscriber, so thank you for your continued usage of our software and services. I am sorry, but we won't be able to issue a replacement redemption code via a public discussion thread. Please use the steps listed at https://adobe.ly/49ezPy3 to provide any feedback about your active support case ADB-42811846-M5N5. I do see that you have been actively contacting us, and those interactions are recorded in your support case, Sushilover.

I know this is frustrating, while there may be cost savings involved with using redemption codes, the risk is far greater that the code purchased will be for a different subscription or only be eligible for new subscribers. Please make sure to check the return policy for any code purchased, as that is the most expedient method to recover any money spent on the code, Sushilover. Adobe does not receive any money when you purchase the code, and the seller does have a mechanism to return any invalid codes to Adobe. This could be one of the reasons you have experienced the long delay. 

If you plan to use redemption codes in the future, Sushilover, then please bookmark https://adobe.ly/44NQE1A and again check the return policy for any code purchased. Thank you for your patience. ^JW

[Sushilover · Accepted solution]

Hi Jeffrey, thank you for the extension to Jan 17th. I appreciate the gesture so I can continue my photography work until then. I look forward to the final update once the full 12-month credit is processed. Thank you.

[Jeffrey_A_Wright · Accepted solution]

Thanks for the update, Sushilover, but if an extension was offered, it was not due to this public discussion thread. Please make sure you use the steps listed at https://adobe.ly/3NmDhzn to provide any feedback. It is the holiday season, so your message of appreciation would be well-received by the people reviewing your support case. ^JW

[Sushilover]

Hi Jeffery,

Thank you. I'll provide some feedback with the link. I appreciate your attention to this and Happy Holidays to you.

[Jeffrey_A_Wright]

You are welcome, Sushilover. Happy Holidays! ^JW