why does it take 24 hours to process an order? Why do you wait hour+ to get support vs 1min4sales?

Community Beginner ,
Apr 26, 2012

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why does it take 24 hours to process an order? Why do you wait hour+ to get support but 1 minute to get sales?*

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why does it take 24 hours to process an order? Why do you wait hour+ to get support vs 1min4sales?

Community Beginner ,
Apr 26, 2012

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why does it take 24 hours to process an order? Why do you wait hour+ to get support but 1 minute to get sales?*

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Apr 26, 2012 0
Most Valuable Participant ,
Apr 26, 2012

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You'd have to ask Adobe. This is a user to user forum for discussions on the forums themselves.

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Apr 26, 2012 0
Most Valuable Participant ,
Apr 26, 2012

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As Claudio says, nobody here can help... try this Possible email address for feedback adbecare@adobe.com

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Apr 26, 2012 1
Community Beginner ,
Apr 26, 2012

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I hoped someone could tell me this doesn't often happen and waiting 2 hours now for support isn't common. From the users. I just upgraded a clients to CS6, I was buying Elements 10 for a video project. When the trial asks if you want to buy now, waiting 24 business hours isn't what I had inmind.

So yes as a new user I'm very worried and was hoping the users could given be some support and feed back on whats up.

I beta tested Photoshop CS6, and I run Adobe ads on my websites so this treatment isn't something I'd advertise and want a customer to have to deal with. If it's common I will not send my customers here. I could have had the product sent mail for half the price but I needed it today and now I have to wait 24+ hours for the download?

Very Odd!

I did send a email to the address. Tried to reply to the ordermanager@adobe.com email but it's a dead address. Why doesn't an order reply go to support?

These are all ways to disconnect from the customer. Man Micosoft is friendlier.

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Apr 26, 2012 1
LEGEND ,
Apr 27, 2012

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I was buying Elements 10 for a video project. When the trial asks if you want to buy now, waiting 24 business hours isn't what I had inmind.

Don't exactly see what you had in mind but a trial version of any adobe products can last for 30 days and you have all the functions and features of the product. By that time your order would be processed and all you need is a serial number to convert your trial version to the full version without any time limits.

If you didn't know this then perhaps you could try this in the future.

Good luck and let us know if this helps.  I guess 16 hours must be the maximum for any time zones for orders to be processed.  I take it you have complained to the highest level possible in Adobe hierachy!

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Apr 27, 2012 0
LEGEND ,
May 05, 2012

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One caveat in the particular case of Premiere Elements trial is that it produces a watermark, if the Project is Shared/Exported. That can be an issue, but there is a workaround, when one does buy/install the full-paid version: http://forums.adobe.com/thread/433730?tstart=30

I am not aware of any other Adobe trial, that adds a watermark, but PrE, at least through version 10, does.

Good luck to the OP,

Hunt

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May 05, 2012 0
jbenisek LATEST
Community Beginner ,
May 06, 2012

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I did hear back from adobe a few days later. I was told online in chat my account/purchase was under review which is why I wanted an awnser, I purchase software for clients from adobe and had placed a $1,000 order that morning so when I was told this I assumed their was a problem. I waited on hold for 2 hours to see what the problem was only to give up.

I was told by the resolutions rep that called from the email I sent in from the above posted address. Was that the adobe website order processing failed and went down during the time I was ordering. This caused the support department to be over whelmed. I assume all 3 of them since sales awnsered in seconds. But they say everything was over loaded and the information about account or purchase review was incorrect and there was no form of investigation on my account.

Normal purchases should process with-in a few minutes as expected. I thought to myself maybe Windows 8 Store with almost instant install and purchase or xbox live instant purchase and watch has spoiled me in to thinking online purchases of software should process in minutes not hours unless something is wrong which is was. So no I'm not spoiled this wasn't acceptable and they agreed.

I'm happy, other than I lost 2+ hours of my work day ($240) to buy a $99 product I had already downloaded and used just needed to activate.

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May 06, 2012 1