Question
CS6 key blocked (revoked). Why? Negative opinion about Adobe Customer Service. Complain !
(If this post should be in a different section, please move it there instead of deleting it. Thank you )
Hello,
I am writing here because my Adobe CS6 key has been blocked 4 years since its purchase and registration.
I admit that I am shocked the whole situation. He does not really understand how a company such as Adobe,
which has such a good programmers and doing such good software, could have caused such negligence
when it comes to software registration and all related loads have fallen on the users of locked keys. I wonder
why it took up Adobe until 4 years (I know that there are more people who are concerned).
I bought Adobe software through the most popular online sales portal in Poland. This website guaranteed
me that along with any irregularities or frauds, they will help me solve any problem and get my money back.
This alone gave me a sense of security that no cheater would risk a fraud attempt.
As soon as I received the software, I registered on the Adobe account without any
problems on the same day. If at this stage Adobe informed me that the key is counterfeit, I would not have
any problems because in my country I have the right to return any item bought online within 14 days without
giving a reason for return.
In addition, my salesman, although he sold a lot of Adobe software, did not have any negative comments
about the software's non-functionality, which further confirmed its authenticity.
If the case with an illegal key came to me within 2 years, I could use the help that I had through the internet
portal through which I bought the software, or use from Polish law to assist with refunds due to hidden
product defects). Unfortunately, both of my legal privileges expire after about 2 years from the purchase
of the product. At this time, 4 years after Adobe detected a mistake, I do not have any privileges anymore
and not even if I go to court.
I have tried to explain the whole situation many times with technical support staff, but unfortunately,
despite many hours spent on conversations, I still do not understand why my key was blocked, and the
arguments that they presented are in my opinion not justified.
What surprised me a lot, the reason for locking my key has changed several times. I assess the contact
with the help department very negatively. I have the feeling that this department acted against me as if
I were their enemy, and they did not accept my logical argumations against the lock of my key.
Below are some examples, in my opinion, at least a strange behavior that testifies to the
incompetence of some employees and proves their unwillingness to help clients.
I wanted to complain to them about how this department works and I asked them to give an email to
someone from Europe or the USA, but I was refused and I was written down that there is no such person.
In that case, as no one wanted to give me an e-mail and write back to my questions, I am forced to describe
it all here and ask for help and ask for a positive consideration of my key lock deletion (granting of a new key).
My first conversation with Adobe Customer Service.October 17, 2018
[3:06:01 AM] Adobe CS: As I checked the serial number in our records, I am so sorry to inform you
that it shows that the serial number is non genuine and we do not have any records of this serial key so,
may I know from where did you purchase the software?
My second conversation with Adobe Customer Service(with another employee).
October 25, 2018[3:17:03 AM] Adobe CS: As I have checked the serial number in my records and I am so sorry to inform
you that it shows that the serial number is non genuine and we do not have any records of this serial key so ,
may I know from where did you purchase the software?
I wonder how it is possible that I was able to login without problems 4 years ago on the Adobe website,
end there is no information about my key? It's impossible for a company like Adobe that has such good
programmers to work like this.
So now I have questions for which I am asking for answers:
1. In that case my first question: On what attitude did my key be accepted, if you did not have it in your base?
2. Were all keys accepted as good even bad ones ?
Then I was advised that I could report this situation to the police. I wrote an e-mail to my seller, who then
called me back and sent me an e-mail pdf where his talk with Adobe from 4 years ago about my key.
When I read this conversation, I was happy because it seemed to me that it is enough to send it to Adobe
and the whole situation will be clarified and my key will be unlocked or I will receive a new key.
Conversation of my seller with Adobe Customer Service.May 22, 2014Adobe CS: Hello! Welcome to Adobe Customer Service.
Seller: hi
Adobe CS: Hi (Seller).
Seller: I got disconnect from the previous chat
Seller: 1325-XXX-XXX-XXX-XXX-6550
Adobe CS: Could you please provide me the serial number of the product?
Adobe CS: Thank you for the serial number.
Seller: 
Adobe CS: I check and see that your serial number was never activated before.
Seller: great. can this product be used commercially in Poland?
Adobe CS: Sure, it can be used for any purpose of your wish.
Seller: great. so this is a retail version product, right?
Adobe CS: Correct, it is a retail version.
Adobe CS: Is there anything else I can help you with?
info: Your chat transcript will be sent to (Seller mail) at the end of your chat.
Seller o, thank you for your help
Seller: *no
Adobe CS: You are welcome.
Adobe CS: Have a wonderful day!
Adobe CS: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
3. Which "fake" salesperson contacts Adobe to check the legality of the key and he register on the
Adobe account?
4. How is it that in 2014 there was information about the key, and after four years, two employees claim that
there is no information? Did they do it deliberately?
5. Is it not a scam and misleading the customer?
When in the next conversation with the technical department I sent this attachment, I was convinced that
everything would be clear now. Unfortunately, I was very wrong and to my surprise, you found a new reason
for blocking my key.
Another conversation
November 5
Adobe CS : As I check your serial number I see that it is for Educational and the serial number is only for
the Asia Pacific region.
Adobe CS : Sorry the serial number was for the Asia Pacific region it was not for the Poland country
that is the reason the serial number was revoke by Adobe as it was not used in the provided region.
Strange that when I showed you the "proof" that you have information about my key, Adobe Customer
Service suddenly found another reason why my key is locked.
6. How did it happen that after 10 days you already found information about my key?
7. Why suddenly there was another reason for the key lock ?
8. If my software is intended for the Asia-Pacific market, why is the transcript from 2014 written that
I can use it in Europe?
9.Is my seller and me not misled and I should get a new key or refund?
10. If I move to Asia or sell my key there, will it be possible to use it?
When I sent this pdf with the conversation between the seller and Adobe, the employee stated that
this could be a false document and can not check its authenticity without the number of that conversation.
I had the impression that Adobe is not on my side again. I wanted to know if this document is true.
After a few days I received this number from the seller. When I sent it to check and asked about authenticity,
I once again collided with the "wall" of Adobe employees.
And in the next conversation you found next arguments why my key was blocked
Next conversation:
12th November
Adobe CS : As per your chat submission, I understand that you are having issue with the serial number,
Is that correct?
User: yes, you asked me to check the case number to confirm the authenticity of the pdf.
My salesperson sent him to me:
User: 0XXXXXXXX8Adobe CS : Thank you for the information.
Adobe CS : Please allow mw1-2 minute to review you case.
User: Your file was successfully uploaded.
Adobe CS : I am sorry I didn't get any file, please upload it under this case ADB-XXXXXXX-V1B1.
User: Your file was successfully uploaded.
Adobe CS : I would like to inform that, no where it is mentioned in the transcript about the genuine or
non-genuine serial number.
Adobe CS : So even those invalid serial keys were able to register and use it without any interruption,
but after Adobe notice this issue all those in valid serial keys were flagged out.
User: I have a simple question:
Adobe CS : Registration is a separate process and doesn’t depend on or affect the validity of the
serial number.
Adobe CS : You can ask.
User: What is written in pdf is a lie or not ? Did my seller fabricate this document (pdf).
Adobe CS : Users are required to activate their software within a certain number of days for
it to function as intended. Registration of your software with Adobe is entirely optional.
However, activation and registration do not guarantee that you are using genuine
software.we have discussed about registration and activation on that chat transcript.
User: I ask you about this :
User: What is written in pdf is a lie or not ? Did my seller fabricate this document (pdf).
Adobe CS : On the chat we didn't discussed about genuine or not and the query is different on that chat.
Adobe CS : On the chat person came to active the serial number and we have help to activate the
serial number.
Adobe CS : Users are required to activate their software within a certain number of days for it to function
as intended.
User: ok. What is written in pdf is a lie or not ? Did my seller fabricate this document (pdf).
Adobe CS : No, it was not lie, but it doesn't mean that the serial number ends with "6550" is genuine.
11. Why did an Adobe employee run away from very simple responses to the authenticity of a pdf?
What was he afraid of? Truth?
12. Why does he add more reasons for the key lock (registration time)?
It's very strange because I know person who registered later from me, and he has no problems
because of it. I also contacted with my colleague, and he told me that in the company where he worked,
Adobe software was registered after a few years and there were no problems as a result.
After all, I can see that the whole thing is "stinking", you are looking for more reasons and
you do not know what's going on. This 2014 transcript caused you a lot of problems and you do not
know how to get out of this situation.
And this is probably the worst argument showing and emphasizing the whole situation.
It covers the whole level of conversation and discredits your entire department. You are looking for
arguments that do not exist and additionally charges Adobe for selling illegal software.
November 22Adobe CS : I see in the case number that there is nothing mention that the serial number is genuine all
I can see is that the representative informed that the serial number is for retail version and can be used
commercially.
13. Where in the transcript is it written that the product is not genuine?
14. Can we infer from this conversation that the product is not genuine?
15. And if so, your employee allowed to sell a non-genuine product?16. If something was wrong, why didn't he tell my seller ?
17. In your database there are also non-genuine keys assigned to specific regions and versions that
you have released for sale ?
18. Is not this an attempt to look for a way to not admit a new key?
19. Why has my key been blocked because I still do not know the reason?
When I wrote the appeal and these questions to the employees of this department, I was informed that
I would receive my reply within 3 days. Unfortunately, I had to wait almost a month for an answer and
nobody dared to answer my questions.
Once again I got the same answer that my salesman is not an licensed reseller (in my opinion this is
irrelevant in this particular case) and that the program that you introduced in 2016 stated that my key is
illegal.
In one of the forums someone wrote that he also blocked the key even though he bought the software
from an authorized reseller. So I called this company to see if it's true. The employee of this company
confirmed this situation to me and said that there were more such events.
It turns out that the program you are referring to does not work well !!!!
20.Is it fair to rely on a program that does not work well and also blocks keys purchased from licensed
resellers ?
21. How can I not suspect that the Adobe intentionally blocks the keys so that as many customers as
possible switch to the subscription model ?
22. A friend of mine who bought the same software from the same seller received a new key after the
old one was blocked. Why can not I get a new key too?
23 .If getting a new key no depends on who I will be talking to on the side of the Adobe Customer Service ?
I also know a person who, hearing that keys are blocked, asked the department Adobe Customer Service
to check the authenticity of the key. It turned out that the key is original. After a few months this key,
however, was blocked.
24. Is not that strange? How is it that within few months the software changes its mind ?
25. Who will explain this to me? I got an email from someone?
Summarizing:
It seems to me that I have described in a convincing way my doubts about customer service by Adobe
Customer Service and that my key should not be blocked, and my questions that nobody would like to
answer are right / justifiable.
In my opinion, it is clearly visible that employees Adobe C.S. are only looking for reasons why a new
key should not be obtained. It is very sad that their only goal is not a reliable assessment of a particular
situation, help and even a bit of empathy but blocking thepossibility of getting a new key. I am surprised
that Adobe does not gratify all those people who bought the software and their keys have been blocked.
(Giving discounts on Adobe products is not a gratification for me, you have to pay for it.) You should
support and reward yourself for a fair attitude.
I waiting on a substantive answer, but also favorable attitude towards granting me a new key for the
CS6 Master Collection.
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