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Product Swap Issue / Complaint

New Here ,
Sep 11, 2012

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To Whom It May Concern,

I recently purchased the downloadible version of CS6 Premium for my Windows-based laptop. Shortly after that I ended up purchasing a new Macbook Pro 15" Retina, which does not come standard with a CD/DVD drive.

I contacted Customer Service to do a product swap. I was completely dismayed and highly annoyed to learn that to do a product swap I could not simply de-install CS6 from my old laptop, followed by downloading a Mac version of CS6, but I also had to be sent the boxed product, which is obvioulsy of no use to me since I no longer have a disc drive, and, which cost me over $22 CDN in shipping! I also tried to explain my case to the Customer Service agent; however, all he could say was that sending the boxed product was standard procedure and was unable to cancel my order. I am also not happy with my overall customer service experience as the person I spoke with did not sound professional at all!

While I am quite pleased with the software and the initial ease of being able to download CS6 (and, also Lightroom 4, as I purchased that around the same time), I am very displeased with the process to request a product swap! To the Adobe team, I would like to cancel receiving the boxed product and receive a refund on the shipping cost, or, if anyone out there has any advice on how I should proceed, then it would be great to hear from you.

Regards,

Chris

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Product Swap Issue / Complaint

New Here ,
Sep 11, 2012

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To Whom It May Concern,

I recently purchased the downloadible version of CS6 Premium for my Windows-based laptop. Shortly after that I ended up purchasing a new Macbook Pro 15" Retina, which does not come standard with a CD/DVD drive.

I contacted Customer Service to do a product swap. I was completely dismayed and highly annoyed to learn that to do a product swap I could not simply de-install CS6 from my old laptop, followed by downloading a Mac version of CS6, but I also had to be sent the boxed product, which is obvioulsy of no use to me since I no longer have a disc drive, and, which cost me over $22 CDN in shipping! I also tried to explain my case to the Customer Service agent; however, all he could say was that sending the boxed product was standard procedure and was unable to cancel my order. I am also not happy with my overall customer service experience as the person I spoke with did not sound professional at all!

While I am quite pleased with the software and the initial ease of being able to download CS6 (and, also Lightroom 4, as I purchased that around the same time), I am very displeased with the process to request a product swap! To the Adobe team, I would like to cancel receiving the boxed product and receive a refund on the shipping cost, or, if anyone out there has any advice on how I should proceed, then it would be great to hear from you.

Regards,

Chris

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Sep 11, 2012 0
LEGEND ,
Sep 11, 2012

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Chris,

It's understandable that you're frustrated, but we're users like you in these user-to-user forums.  Nobody here can help you.

Additionally, this particular forum you're posting to is only for discussing the functioning of the forums themselves.

Therefore, your complaint, addressed "to whom it may concern", really is of no concern to anybody here.  Sorry. 

If it's of any consolation, it's generally agreed and well known that Adobe's customer service and their tech service are abysmally poor.

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Sep 11, 2012 1
New Here ,
Sep 13, 2012

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Thank you for the info! I was reviewing a previous comment on this forum regarding "bad customer service" and it appeared as an Adobe staff member had responded, so, just on the chance that Adobe staff were monitoring this forum, I thought I would address my issue to them...especially, since I cannot find anywhere to raise my above issue!

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Sep 13, 2012 0
Explorer ,
Sep 12, 2012

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Sep 12, 2012 1
New Here ,
Sep 13, 2012

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Thank you!!

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Sep 13, 2012 0
Most Valuable Participant ,
Sep 12, 2012

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Possible email address for feedback adbecare@adobe.com

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Sep 12, 2012 1
CWM75 LATEST
New Here ,
Sep 13, 2012

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Thank you!

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Sep 13, 2012 0