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Can't I simply transfer my license?
I have a copy of Adobe CS2 that I no longer need as I'm running CS4 on a new laptop and I've decommissioned the old computer completely.
I've sold my trusty old copy of CS2. One problem: The new owner can't install it until I deactivate my installation. So, I followed the simple directions--it's actually called "Transfer Activation." When my computer communicates with Adobe it gets an error "Error code 93:-1" and I'm told to call a Customer Service person to conclude the matter.
When I call Customer Service they verify all my information against my serial # and then tell me that I must do this:
1. Get the person who now has the product to get an Adobe ID by calling the customer service number.
2. She then will need all my information -- my address, my Adobe ID, full name, phone number (the works - you name it).
3. She will then need to call after establishing the ID and give Adobe her ID, my ID, all of my information, and all of her information.
* at this point I would have imagined that this process -- which is still baffling to me in the year 2008 by a software company -- would be concluded and the software would be licensed to her * I was wrong *
4. Next we'll receive paperwork in which we have to fill out all of her information and my information. We'll both need to sign it and fax it back to Adobe.
5. The Customer Service person said that from that point it would take at least 4 to 6 weeks for the license to be transferred.
And, in the mean time, no, she (the new owner) will not be able to use the software.
Since the I am in AZ and she is in NH, I explained that maybe if since they have verified that I am the person who originally installed the software, and I simply want to deactivate it, that they could deactivate it so she could activate it and continue her graphic design business.
All I want to do is deactivate my software so the happy new owner can install it and get on with her life. Shouldn't this be able to be handled without resorting to fax machines and a two month long process. My bank understands that my account information and password are good enough-why not adobe?
I've sold my trusty old copy of CS2. One problem: The new owner can't install it until I deactivate my installation. So, I followed the simple directions--it's actually called "Transfer Activation." When my computer communicates with Adobe it gets an error "Error code 93:-1" and I'm told to call a Customer Service person to conclude the matter.
When I call Customer Service they verify all my information against my serial # and then tell me that I must do this:
1. Get the person who now has the product to get an Adobe ID by calling the customer service number.
2. She then will need all my information -- my address, my Adobe ID, full name, phone number (the works - you name it).
3. She will then need to call after establishing the ID and give Adobe her ID, my ID, all of my information, and all of her information.
* at this point I would have imagined that this process -- which is still baffling to me in the year 2008 by a software company -- would be concluded and the software would be licensed to her * I was wrong *
4. Next we'll receive paperwork in which we have to fill out all of her information and my information. We'll both need to sign it and fax it back to Adobe.
5. The Customer Service person said that from that point it would take at least 4 to 6 weeks for the license to be transferred.
And, in the mean time, no, she (the new owner) will not be able to use the software.
Since the I am in AZ and she is in NH, I explained that maybe if since they have verified that I am the person who originally installed the software, and I simply want to deactivate it, that they could deactivate it so she could activate it and continue her graphic design business.
All I want to do is deactivate my software so the happy new owner can install it and get on with her life. Shouldn't this be able to be handled without resorting to fax machines and a two month long process. My bank understands that my account information and password are good enough-why not adobe?
I’m frustrated
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Inappropriate?* sound of crickets * -
Inappropriate?Can someone from Adobe in the United States please help me. I'm trying to work through Adobe's process of doing this right, and the people and the call center keep providing me and the other party with conflicting information. Please help. Please.
I’m frustrated
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Inappropriate?Update: I looked at other Get Satisfaction posts for similar issues and found one for which the resolution was concluded and reached out to that Adobe employee. It worked. The employee (Jamie) gathered some information and put me in touch with Bing Han at Adobe Customer Service. Within a few hours Bing had the whole thing straightened out.
It was refreshing working with Jamie and Bing. Bing was understanding and transparent about Adobe and their call center and reinforced that improving their customer service was important to them and something that was being addressed.
So, while not concluded by Adobe directly reaching out to me here on the Get Satisfaction website, my issue was taken care of Adobe in a personable, professional, and efficient manner. Thanks Adobe!
I’m thankful
