Hello, has anyone had any success under the Adobe policy posted on the website here Do I qualify for a free Adobe product upgrade?After chatting with individuals from Adobe support who insisted there was no such policy, I was finally told to go ask Amazon for the free upgrade even though I tried to submit the electronic copy of the sales receipt as per the instructions on the Adobe website for purchases from a store as below.You have your order number or proof of purchaseDid you purchase from Adobe? You need your order number.Did you purchase from a store? You need an electronic copy of the sales receipt that shows the store’s name and address, product name, version purchased, purchase date, and purchase price. (Scan the receipt, if it is not in electronic form.) See Valid proof of purchase.As a long time creative cloud user I would have expected more from Adobe given the quality of the products they produce.Hopefully others will have more luck. If so please advise how you were able to be sucessful.Mark

Participant

Question

Free upgrade for Photoshop Elements 2018 from 15 for recent purchase

Forum|Forum|8 years ago
October 4, 2017
8 replies
13898 views

Hello, has anyone had any success under the Adobe policy posted on the website here Do I qualify for a free Adobe product upgrade?

After chatting with individuals from Adobe support who insisted there was no such policy, I was finally told to go ask Amazon for the free upgrade even though I tried to submit the electronic copy of the sales receipt as per the instructions on the Adobe website for purchases from a store as below.

You have your order number or proof of purchase

Did you purchase from Adobe? You need your order number.
Did you purchase from a store? You need an electronic copy of the sales receipt that shows the store’s name and address, product name, version purchased, purchase date, and purchase price. (Scan the receipt, if it is not in electronic form.) See Valid proof of purchase.

As a long time creative cloud user I would have expected more from Adobe given the quality of the products they produce.

Hopefully others will have more luck. If so please advise how you were able to be sucessful.

Mark

This topic has been closed for replies.

AnOpticalView

Known Participant

All dis-satisfied (former?) customers of Adobe Photoshop might do well to look into buying a perpetual licence to Affinity which supports layers etc and can do most of what Photoshop can do.

Recent attempts to force us all to store our images at extra cost onto ADOBE's cloud coupled with a price rise are another reason to dump ADOBE.

I have been using ADOBE software longer than almost everyone in this forum (Photoshop 3 - not CS3) and have spent a fortune on ADOBE software and ADOBE care nought about any of us.

They even 'lost' my personal data in a security breach.

They are the horrible side of corporate. The paid-help ACP's in here are probably terrified to step out of line. - This is not a cue so lickspittels like a certain KIWI can come in and toady.

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mikew26973886

Participant

I have tried to get something accomplished with PSE and I am done with it. Will only be using Affinity Photo from here on out. I am certainly not going to move into the rental program for software that Adobe has moved to as I see that as a total waste of money. Additionally, it also appears that the "upgrades" to PSE are minimal, at best, and really don't offer very much to a person who wants to do more with their photography.

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mikew26973886

Participant

FWIW, I can buy a new PSE 18 cheaper than I can purchase the upgrade to PSE 18. What's up with that and it is not from Adobe. I have really been vacillating between doing an upgrade to PSE 18 from 14, or staying with Affinity Photo. Each have their negatives and I am surely not going to their rental account system, so still trying to sort out decision point here.

Peru Bob

Community Expert

There is no difference in "upgrading" and "purchasing." Both options will result in the purchase a an independent, additional version of the software and you will be able to use both versions.

It's all a marketing strategy. An "upgrade" is the full version purchased a a different price, sometimes more, sometimes less costly.

So go with the least costly option as long as you are purchasing a legal copy from an authorized retailer or authorized online merchant.

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msijka

Participant

This is what i got, even though there is no mention of resellers in their complimentary upgrade policy: "If you have purchase the product from Adobe few days, you were eligible for complimentary upgrade but since you have purchase the product from a re seller and complimentary upgrade is turned off, so I am sorry we can not process your request for complimentary upgrade,."

Beverley Gray

Inspiring

Hi mzlgoog

The complimentary upgrade policy applies to qualifying purchases from resellers as well. I have asked the support team to contact you regarding this.

Kind regards

Bev

M

msijka

Participant

Hi mzlgoog

Sorry about the delay - I've asked the support team to check this urgently.

Kind regards

Bev

Thank you, all resolved!

stuarte60624462

Participant

I am on a chat now with Adobe trying to get a free upgrade. When I asked for the cutoff date for a free upgrade I got the following reply, "

NishantAnthony:

I regret to inform you that we cannot disclose the date. If you are eligible we will proactively provide you with the free upgrade."

drb1309

Participant

My friend has a similar issue. 2018 Release Date of Oct 4 his 15 purchase date Sept 30. That was a holiday weekend if you're checking the calendar. Still trying to get someone at Adobe to respond to his phone call.

A

Anette Venter

Participating Frequently

It would be "nice" if somebody from Adobe came back with an "official" reply that specifies what the official policy is, even if it specifies "no update whatsoever" even if you purchased it 6 hours before the release of the new version. Not a vague document with a high "fog" index. (from Chat Customer services As this is not the relevant team to deal with and not sure what are the pre sale offers available.)

Sandeep Singh

Participating Frequently

Hi Anette,

Sorry for the trouble here.

Please let us know, if your issue has been resolved or not.

Regards,

Sandeep

A

Anette Venter

Participating Frequently

I bought Elements 15 on 25 Sept 2017 directly from Adobe. I think it is unfair to have a package that is outdated after 13 days from purchase. I paid more for Elements 15 than I would have paid for Elements 2018 now. ($5 more - small but ??) So does this mean one has to accept this and be unhappy??? Order no ADB000295207AP

99jon

Legend

Contact Adobe with your order number.

Do I qualify for a free Adobe product upgrade?

A

Anette Venter

Participating Frequently

How do i contact adobe with my order no. What options do I have? Only by phone or chat? No E-mail? ADB000295207AP

C

CartersFARM

Participant

I have a case open via chat. When the chat was active, there was an option to upload a file. That is where I uploaded my B&H Photo invoice. The support person said it was being escalated for authorization and it would be 24-48 hours for a confirmation response via eMail. I have an eMail copy of my chat transcript as a record of when I raised the issue since I purchased less than 60 days ago (59 to be exact).

99jon

Legend

59 days is far too long from the new announcement of PSE 2018. You do not qualify for a free upgrade.

C

CartersFARM

Participant

That's their policy? If so, Adobe has continued its downward slide of not caring about its customers. First the move to subscription (which I canceled after a year) and not even offering a purchase option for most products, and now, releasing new products and abandoning people who finally were able to find a product to purchase. I'm going to have to go back to Resolve and quit trying to use Adobe products...

99jon

Legend

It will depend on the actual date of purchase in relation to today’s launch of PSE 2018, and whether your purchase was discounted 25-30% of the normal purchase/upgrade price.

If you purchased in the last few days I would try again with support. If you still have an open case (log-in to your account with your Adobe ID) it should be possible to attach your purchase receipt.

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markk87321107Author

Participant

All three inquiries I made are noted as closed in my account. There is then no ability to attach my receipt. However, I do appreciate the suggestion. Perhaps it will help somebody else.

Peru Bob

Community Expert

It is possible that they no longer offer that option.

Try going here to use the chat option (Choose the Licensing and Activation option):

Contact Customer Care

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