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Stop buying Adobe
Stop buying from Adobe, which only encourages their terrible customer service. I spent a lot of money on a program. My computer died and I bought another. I need to install on the new machine. I am the rightful owner of the software and have the original disks and box. I call their "activation" line, which I am supposing is in India. They don't understand me. I go 'round and 'round about getting this thing activated with no progress. Each call results in a different solution, none of which works. On one call, I was referred to a 3rd party "license management" company which, I was told, would help me activate the license on my new computer. They are unable to help, and they have no idea why I was referred. I have run out of people to contact. After 21 years of using Adobe, I despise them now.
Since I am an owner of a business, I specifically have refused to sign off on Adobe purchases in the past couple months, insisting my staff look for other solutions. Adobe is now part of the Axis of Evil companies, which includes all those who steal your money and don't support their product properly. If I suffer any more losses from this kind of unethical behavior, I will sue Adobe, which I feel is appropriate since the product costs are so high. We have an office in California, so this shouldn't be difficult to do.
If you are a victim as well, please post here so I can bring it to the attention of my attorney.
Thanks.
Since I am an owner of a business, I specifically have refused to sign off on Adobe purchases in the past couple months, insisting my staff look for other solutions. Adobe is now part of the Axis of Evil companies, which includes all those who steal your money and don't support their product properly. If I suffer any more losses from this kind of unethical behavior, I will sue Adobe, which I feel is appropriate since the product costs are so high. We have an office in California, so this shouldn't be difficult to do.
If you are a victim as well, please post here so I can bring it to the attention of my attorney.
Thanks.
I’m angry
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Inappropriate?Hi JRX-
I am sorry you have been having so much difficulty getting your Adobe product activated on a new machine.
Our license agreement actually allows you to install our software on two machines (e.g. at the office and at home) and, if you want to install it on subsequent machines, you need to deactivate one of the other installations first.
Please send me an email with your product name, serial #, OS and I will help get this resolved for you.
bhills@adobe.com
Thanks,
Barry
1 person says
this solves the problem
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Inappropriate?JRX,
Barry will likely forward the information to me; so just cc me to expedite the matter ;-) mlaun@adobe.com -
Inappropriate?Thanks for offering to help, Barry and Matthew.
The big question I have, and probably the question many other Adobe users have, is why does your company let things like this escalate to the point of having to come to a public forum like this, and flame you guys in order to get a reasonable degree of help? Wouldn't it be much more productive to handle it correctly WHEN the problem arose? Why make licensing and activation so difficult -- and please don't use the over-used excuse of pirating. If you are smart enough to design these elaborate programs, use some of that talent to make the licensing process easier for your PAYING customers. Apparently you don't realize you are punishing those who contribute to your paycheck.
On this specific matter, I admit to being a bit of a hypocrit. I had files made with the old program (just one computer had it installed) and the only way to retrieve them was by purchasing this program AGAIN. Which I did yesterday, resulting in my angered posting. The whole process took 4 weeks and several hours out of my day, with no results, so I decided it was cheaper just to buy it again. So there, I added to your profit by purchasing an unneeded and unwanted program. Maybe that's part of your business plan, I don't know.
I’m undecided
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Inappropriate?JRX,
I can tell you that I, and everyone I speak with here at Adobe, are appalled by stories like yours. We have an escalation process that should ensure that problems which are not getting solved get escalated to more senior and capable agents, but obviously that is not always happening when it should be. We are making some considerable efforts to address this, which may take some time to realize, but I can tell you that I personally have been putting in many hours to provide new training materials, mentor senior TS agents, and design (and eventually participate in) quality control procedures that will hold agents accountable for performance which results in this kind of experience for our customers.
Sincerely,
Matthew -
Inappropriate?Your may be working and I applaud your efforts, but we need something now.
I’m angry and frustrated
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Inappropriate?Since I posted complaints about the Adobe Customer Service on this Forum I thought it only fair to post that there was a resolution on the part of Adobe. I received a copy of MacOS version of PS CS4 in exchange for the Windows version was has since been deactivated and the SN invalidated.
Although I tried various ways to make the exchange, in the end I filed a complaint with the San Jose, CA - Better Business Bureau. They contacted Adobe and within 24 Adobe got back to me, reviewed the situation, and processed the exchange.
I have shared the details of my experience with the person I was in contact with at Adobe and it is my feeling that Adobe Corporate headquarters will make an effort to improve Customer Service.
I’m confident
1 Comment Add a comment
This solves the problem
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But Paul, you see the hoops you have to jump through to solve what should have been an easy fix. That is the point of this complaint. Adobe releases products that, in many cases, have problems with licensing (simply Google 'Adobe License' and read all the negative postings) or other user issues. Adobe then adds insult to injury by wasting their paid customers' time with non-solutions via their Knowledge Base, FAQs, and other run-around methods. Only when you ramp it up to a fevered pitch via public postings, BBB, Attorneys General, etc., do they come like white knights to the rescue. I call bs on that practice. How much time did you spend fixing a problem you shouldn't have had in the first place? Imagine all the people who don't have the time and/or decide not to pursue a resolution? Shame on Adobe for not caring enough about their customers from the moment they (customers) spend their hard-earned money. And I don't stand alone in this viewpoint, as I have heard similar complaints from colleagues. I just happen to be more vocal than they are. -
Inappropriate?I am very upset about these customer service issues. I do not have all this time to sit for 2 hours waiting for someone to pick up the telephone. What the heck is going on here? What is the problem with Customer Service? I am very annoyed and am about to tell our gov't procurement office to block all purchases of their software. No customers should have to put up with this crap.
I’m pissed
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Inappropriate?lovenrockets-
I am not sure when you called or what the issue was when you were on hold but I know the average hold times are measured in minutes not hours.
If you send me an email with the issue you are trying to get resolved I can help get it escalated for you.
Matt L (see note above) is one of our most senior support managers and has been instrumental in helping get issues like this resolved and if there is a systemic issue changing the process to improve things for customers.
For your specific case... Did you get through and get a case #? Or, never got through to tlk to someone?
I would like to get the details of your situation and I (and more likely Matt) will get it resolved and ensure it is better for the next person.
We sincerely do care about making the support experience a good one.
Thanks,
Barry
bhills@adobe.com1 Comment Add a comment
This solves the problem
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I will email you directly from my work email account. Thank you for your response, Lovenrockets (VM)
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Inappropriate?I guess the only real solution to the horrendous customers service situation with Adobe is for them to post the direct email addresses of the only two employees who will actually clear up problems with activation on their website. That way, people like me, JRX and the thousands of other Adobe customers won't have to waste their time and energy in a worthless endeavor.
I’m disgusted.
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Inappropriate?I had an end-user's hard drive fail and need to reinstall her legit copy of Adobe. Since it was previously activated, the automated process didn't work and stated to call CS for activation. I have literally sat on hold for 3 hours 34 minutes, which is unacceptable. I guess I'll revert to an activation hacking software to register my LEGIT product. This is completely BS! Bob in India needs to answer the stupid phone.
I’m MAD!
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Inappropriate?This forum is not getting the answers customers are looking for.
We're seeing a few of the conversation participants getting their problems resolved through our small effort on facebook - please be sure to spread the word that Adobe's team is engaged in the conversation and speaking directly to customers who are still struggling to find a way to get help.
We're hoping genuinely that the company will press forward, stay communicative and proactive with the issues (fires) that get brought to their attention.
Feel free to forward the link to the conversation:
http://www.facebook.com/event.php?eid...
Regards,
Cindi
I’m urging adobe
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Inappropriate?I'll just echo the same. Adobe's activations support has to be the biggest joke on the consumer ever. I'm now on hour 3 of my 5th activation phone call, speakerphone on since minute 1. Each previous activation call I gave up after 2 hours of listening to the same music.
How come MS can make product activation a lot less of a hassle and actually answer the phones with minutes instead of hours?
You don't even provide the courtesy of letting your customers know where they stand in-line or provide any comforting updates that their calls will be answered as soon as possible.
EMPLOYEE
