CS6 key blocked (revoked). Why? Negative opinion about Adobe Customer Service. Complain !

Report · Aug 15, 2019

(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, 2014
Adobe 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 22
Adobe 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.

Report · Aug 15, 2019

Patryks85957066, I am sorry for any difficulties you have faced while attempting to reinstall the educational version of Master Collection CS6 for Windows. I can confirm that the serial number registered under your account has been revoked due to piracy.

I am very sorry that this has happened to you. I would recommend utilizing anti-virus and anti-malware software on the current computer to help make sure none of your other software licenses become affected.

You can use the process listed in Invalid or revoked serial numbers to gain access to a valid license for Adobe software. Please use the chat option that is available at Adobe Genuine Software so that you can be connected to a specialized team who can help you .

Report · Aug 15, 2019

Thank you for the quick reply.

Please read all the information.(your employee confirmed that this is the full version of the program ). The problem is that Adobe customer service doesn't want to give me a new key and I don't know why. They are looking for a way not to give it to me. That's why I writes here !!!

Report · Aug 15, 2019

Patryks85957066, did you recently contact our support team? If so, can you please update this public forum discussion with your case number? You can use the process listed in View Adobe Support cases to review and update your recent support cases.

If you have not begun a new support case, recently, then please begin a chat session using the link available at Adobe Genuine Software . As previously mentioned this is a specialized team who can assist you with gaining access to valid Adobe license.

I will look forward to your update regarding the case number, from your recent interaction, Patryks85957066.

Report · Aug 15, 2019

An Adobe employee opened the case: ADB-8468733-B6X9.
What should I do now?

Report · Aug 16, 2019

Patryks85957066, I reviewed case ADB-8468733-B6X9 and you were given an offer to obtain access to the latest versions of our creative software. If you decide to take the offer then please use the process listed in View Adobe Support cases to update your current support case.

Report · Sep 14, 2019

Patryk, odzyskałeś dostęp do CS6?

Report · Aug 16, 2019

Hi Patryk, hi forum users, hi Adobe.

I'm in very simillar situation as Patryk described.

I have a problem with my Adobe Creative Suite Design & Web Premium serial number - When I try to intall I get info that it has beed revoked.

Bought it as a box commercial version on 02.07.2014 from the same seller as Patryk. I registered it on 19.07.2014 with no issues.

I installed it few times and everything worked fine. In 2014 due to hardware failure. In 2017 due to hard drive change.

I bought it more then 5 years ago and since then didn't receive any error, warning or notification that there's something wrong with my serial number.

Now suddenly my serial number is non genuine?

Where were you Adobe when I was able to return this software to resseler or use buyer protection to get my money back?

Such a serious company with expirienced software developers and didn't react in a proper way? For 4 years or even more wasn't able to detect a problem and inform users right away? Seriously?

I wrote to Adobe Support Team few times and basicly each time I received a new reason for revoking my serial key. First that I bought it from non authorized reseller and that it's not genuine, then that it was modified in illegal way, next that it's a pirate version. Recently they wrote that my serial is for educational version for Asia region only.

Each time they come with a new excuse.

I did provide them a chat transcript from my reseller where Adobe employee confirmed that my serial number is a retail version and that it isn't registered.

Adobe support team suggests to contact reseller and only solution they offer is discount for using trial version.

Reseller before selling Adobe software checked serial number with Adobe employee and everything was fine so referring to reseller has no logical sense.

Adobe instead of providing help and fixing a problem that was caused by their professional software, washes their hands and tries to force users to use trial versions. This is just a dirty way of removing from the market all box versions of their software.

Adobe defends itself with arms and legs so as not to admit that the fault is on their side.

As I, as we all can see Adobe doesn't take responsibility for their failure software and their failures.

In such a cases, where users in their country can't claim their rights anymore due to time restrictions, Adobe should take a full responsibility as a serious company and provide a new serial numbers.

Finally Adobe support is just terrible. I don't know if I'm writing with a human or a bot of some kind. Instead of giving direct answers to my questions I felt like getting copy+paste responses.

My case no ADB-8395124-T9J5

Report · Aug 16, 2019

Piotrk60190777, I am sorry, but the information provided in case ADB-8395124-T9J5 is accurate. Please use the link offered in post #1 and #3 of this public discussion to contact the team that can assist you. They are only available Monday through Friday, so they were not available when you contacted us on Sunday.

Report · Aug 16, 2019

I allready spoke with "specialist" from Adobe Genuine Team called "Sakshi" on 15th of August, 2019, 9:30 P.M.

This is as mentioned above - no help from Adobe side.... contact reseller... use discount for trial version... we're sorry...

That's not a help or solution...

Report · Aug 16, 2019

Thank you for the update, Piotrk60190777, as I expressed to Patryks85957066, I am sorry that your serial number was flagged for piracy. I would recommend you use anti-virus and anti-malware software, on the current computer, to help ensure none of your other software licenses are at risk.

You can use the process listed in View Adobe Support cases to update your support case if you wish to accept the offer that was provided too you.

Report · Aug 16, 2019

Sorry but your recommendation misses the point as I always use an antivirus software - it's always first thing that I install after system setup.

Every time I open a new case and write with Adobe employee, after conversation case is being marked as "resolved" by an employee - even if it's not resolved for me.

Adobe genuine support team doesn't want to help... Doesn't want to take a responsibility for thier failure... This is sick policy and not a way a serious company should behave...

Report · Aug 16, 2019

Hi Jeff,

I wonder what you think about how Adobe Customer Service who talked to me and tried to block my key recovery?

Do you think this is fair behavior?

I am flabbergasted that it took you a few minutes to reply from you, which is the actual reason for my key

being locked, and I had to spend many hours fighting Adobe CS where every time the blame was blamed

on my salesman. This is highly unethical !!!! This shows how Adobe has a relationship with customers.

Is money more important than the company's honesty and good name?

Of course, because your employee has misled my salesman and me, the guilt is clearly on Adobe's side,

as I wrote, I am expecting a new key for Master Collection CS6.

I am not interested in subscription because it is in my opinion not fair on the part of Adobe.

Why should I pay extra money for Adobe employee making a mistake? Is this your company's policy?

I do not have a company and I do not earn on these programs and I cannot afford paying for programs

for which I have already paid.

After I described the situation and the way Adobe Customer Service works, I expected someone who

would see how this department "helps" clients, show honesty and empathy, make a few emails or phone calls
and get a new key immediately. I am disappointed with this situation.

Will anyone at Adobe show honesty, honor and will not want to earn extra money on a customer who has been

honest and bought the software even though he could easily get an illegal key without having any problems and
incurring any costs? Why Adobe "fights" with people who wanted to be honest, and all those who use illegal
keys can sleep peacefully.

When can I receive a response to my appeal from Adobe Customer service ?

Report · Aug 18, 2019

I absolutely agree with Patryk.

We could use adobe software for free. There're so many ways described on the Internet - trial, modifying xml config, using vm or just simply cracking trial version. But no, we deceided in good faith to buy a box full version of software to support Adobe company. What we get in return? Just "sorry"? Only my personal culture holds me back from writing where Adobe can put its "sorry". Adobe instead of protecting its customers, protects only its money.

I will repeat myself but I still didn't receive any answear:

1) Where was Adobe 5 years ago, when I bought their software?

2) Where was Adobe for past 5 years when I was able to use its software?

3) Why Adobe didn't noticed me earlier in any way that there's somthing wrong with my serial key?

4) Why Adobe after few years punishes users that bought its software instead of admiting to its fault?

5) Why Adobe doesn't contact resellers on its own?

In my opinion Adobe knows perfectly well that the fault is on its side. It also know that even if fault would be on resellers side then after those few years it can do nothing against them. If it could do something of course it would because such a big company for sure has a legion of lawyers.

In this situation Adobe should provide working keys to those good faith users who bought its products. Instead of respecting us, Adobe treats us like thiefs. This is Adobes sick approach because we paid a lot of money for Adobes software and we stay with nothing. Adobe, seriously, who robs whom?

I reinstaled Adobe Design and Web Premium only due to operating system change. I moved from Windows 8.1 to Windows 10 only to check Adobe XD and decide if its worth buing. Maybe it is, but currently due to antyuser policy I think that none of Adobes products is worth buying. Best way is to have nothing in common with this company and its products. I have lost too many nerves and health dealing with Adobes support. Each time I will speak with someone from graphic or web development environment I will describe this situation and hope as many people as possible stop or never start using Adobes products.

Report · Aug 19, 2019

Piotrk60190777 and Patryks85957066 I am sorry, that you both have faced similar errors, as previously discussed your licenses were flagged for piracy. If you decide to accept the offer that was given to you, then please use the process listed in View Adobe Support cases to update your support case.

I would also encourage you both to run anti-virus and anti-malware software, regularly, so you don't have to face any other personal information being taken from the computer.

Report · Sep 12, 2019

Hey Jeff! THANK YOU so much for being such an active user (helper) on these forums.

Report · Sep 12, 2019

I just encountered a similar issue, in that I have somehow lost access to Photoshop on my Mac (part of Production Premium CS6). I am unable to PM you for some reason. Are you able to walk me through the process? Thank you in advance for your consideration.

Report · Sep 12, 2019

Focalpointmedia, we just moved to a new community platform, so not all of the previous community features are currently available. This includes the ability to send private messages.

Report · Sep 12, 2019

I am sorry that you are facing difficulties with your license, Focalpointmedia. Can you please update this public forum discussion with the case number from your recent interaction with our support team? Information on how to locate and update your recent support cases can be found at https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html.