WORST CUSTOMER SERVICE EVER!!!

Apparently nobody at Adobe is actually listening.

Here's my tale of woe.

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On April 29, 2009 I ordered from Adobe Systems an upgrade of Photoshop from CS3 to CS4

At the time of the upgrade I was working on a Dell Laptop with a Vista operating system. I was considering a switch to a Mac. Prior to the switch I researched how many of my PC applications could be transfered to the Mac and how many I would have to repurchase. A key point in my decision was my Photoshop since a new full version for the Mac would be $639.95 from B&H Photo in NY.

I got on the Adobe website and posted an inquiry via the Customer Support Portal as to an exchange of my present CS4, PC version for a new copy of CS4, Mac Version. The text of my post follows:

Tuesday, May 26, 2009 10:42:22 AM PDT
I just recently, April 29th, purchased Photoshop CS4. The transaction # was #AD002332406. 

The software is running on a PC. I'm about to change from a PC to a Mac. Is it possible to disable the PC version, and exchange it
for a MAC version. 

I've been a photoshop user for years and would like to be able to take advantage of the software I just purchased during this change
.

Thanks
Operating System: Windows Vista
Browser: Other
Printer model / driver version: Epson R1800
Video display card / driver version: NA
Scanner / driver version: NA
Type of network (server type and protocol for connection): NA
Has it ever worked? If so, what's changed? (provide comments in description field): Not Applicable
Same results with different file?: Not Applicable

I received a reply as follows:

Thursday, May 28, 2009 9:24:44 AM PDT
Hello Paul,

Thank you for contacting Adobe® Web Support for assistance with Adobe
Photoshop CS4.

I understand that you just recently purchased the Windows® version of
the software and would like to switch your software to the Mac version.
We do have a system set up to do just that but you will need to contact
our Customer Service Department to do so.

Customer Service can be reached at (800) 833-6687 - 6:00 A.M. to 8:00
P.M. Sunday - Saturday, Pacific Time.




For more information on Adobe products or services please visit us at:
http://www.adobe.com/support

You may also call us at (800) 642-3623. Representatives are available
6:00 A.M. to 5:00 P.M. Monday - Friday, Pacific Time.

Kind Regards,

Evan S.
Adobe Web Support

Given this positive reply I purchased a MacBook.

On Friday May 29th I called the phone number provided. My intent was to process the exchange as promised - “We do have a system set up to do just that .....”. The system is called a “Xplat Swap”

The Customer Representative asked for my Customer Number. I provided it. She then asked for the SN of my recently purchased copy of CS4. I provided it.

Then she asked for the SN’s of all previous copies of Photoshop I had purchased, including the original Full Version. I didn’t have any of that data on hand. That was software that I wasn’t using, had removed from my computer, and had disabled those versions.

She then told me that without the old SN’s she wouldn’t be able to process the exchange. She asked if I had registered the software. I had. She checked the Adobe files and couldn’t find any record. She then suggested that that software might be registered under a different email address.

Over the past years I have changed internet providers and indeed have had to change my email address with each new provider. I wasn’t made aware at anytime during the years that I had owned and registered Adobe software that I would (1) be required at some point to provide the SN’s of all versions purchased, or (2) retain a record of the email addresses under which software was registered.

The “system to do just that” was becoming very frustrating. I asked to talk to a supervisor who could “solve the problem”.

After a long wait I was transfered. The new Customer Support Representative (CSR) asked for all the same information again. After some discussion he informed me that I had been transfered to Technical Support, they were just closing, and he couldn’t help me. With that I was transferred to another CSR..

The third CSR again asked for a long list of information that I had given previously. He listened to what I had to say and repeated that I would have to have all the necessary SN’s before the Xplat Swap could be processed.

After some discussion I was able to provide an old, unused email address. This address proved to be the one under which the previous upgrades and original full version were registered.

He then began the Xplat Swap process. His first step was to “destroy” all of the prior registrations. These were read to me because I was told that he would be sending a PDF of a “Letter of Software Destruction” (LOD). I would have to print the LOD, fill in the various items including all of the former SN’s, and sign the document. Then the signed copy needed to be scanned, made into a new PDF, and emailed back to an address given. He admonished me that this needed to be done “within” 48 hours or the case would close.

All of the above took nearly 4 hours.

The next day, Saturday, May 30th, I printed the LOD, filled out the form, signed the copy, scanned it, made it into a PDF and emailed it back to the address provided. I was sent an acknowledgement (KMM10907345I51L0KM) that the email had been received.

Then, on June 1st I received an email from Adobe. It noted that my case had been updated. It also had another copy of the blank LOD. I responded by sending another copy of the completed LOD.

I regularly checked the Customer Support Portal (CSP) for updates. There were none. I had been admonished that “I needed to reply in 48 hours of the case would be closed” and was concerned that I was hearing nothing in return.

After posting messages on the CSP, none of which elicited a response, the process was becoming very frustrating.

Monday, June 15th I again called Customer Support. After being on hold for 1/2 hour I got a CSR. She told me that Adobe didn’t have my LOD. I told her that I had sent it several times via both the email address provided, and the CSP. Her response was simply that “Adobe didn’t have my LOD.”

I asked for a supervisor and was transfered.

The new CSR told me the same thing, that “Adobe didn’t have my LOD” and that without that the case couldn’t be processed. I explained that I had sent it multiple times. After he explained the same thing over and over I asked if he had access to the email. He said he did. I then sent a short message and attached a copy of the LOD. He said he saw the message but didn’t see the attachment.

I suggested that there might be a problem with the email system and was there another way to get the LOD to them, or might I have an improper file name, or could he suggest another solution. The reply was simply that “Adobe didn’t have my LOD” and without that the Xplat Swap couldn’t be made.

There was no attempt to solve an obvious problem and no concern for my frustration as a customer who was without critical software - I’m a freelance photographer.

I sent the LOD once more via the CSP.

On 16 June I sent a letter to the Adobe corporate office in San Jose, CA, to the attention of Customer Service. The letter outlined the situation above. To date - 24 June - I’ve had no reply. Also to date - the case on the CSP remains as “Pending Adobe Response”.

It has been nearly a month since this process has started. What appeared to be a simple exchange of software which was purchased and registered has become a very difficult and frustrating experience. Adobe Customer Service has been slow, unresponsive and at times rude. The problem is being placed on me and it has been suggested that I’m not actually sending the LOD and until I do so the exchange will not take place.

To add to the problem, when I check my account on the Adobe website the present copy of CS4 which I purchased in April in no longer registered. I do have the option of using that software on my MacBook under a program which emulates Windows, but since the software was “destroyed” by the Adobe CSR during the first call, I can’t use software that I purchased less than two months ago!

I can only imagine that if I did decide to go back to my PC to use Photoshop and tried to install the periodic updates that are part of the purchased software package that I would be rejected, again because the Adobe representative cancel my registration before the new software was sent.

At this point I’m at a complete loss to know how to solve the problem.

=========

Today, waiting for Adobe to respond, I logged in to the Adobe website with my old email address. I checked the registration listings and indeed the CS Rep had canceled ALL the previous versions, INCLUDING THE MOST RECENTLY PURCHASED CS4 !

That means that what I bought in April is no longer valid. If I tried to load the NEW copy of CS4 into the Mac and use something like bootcamp it probably wouldn't work! An original full version of Photoshop, three upgrades - one in the last two months - and because of Adobe Customer Service I now have NOTHING! I can't imagine how long it will take, and if it is actually possible to get this thing straightened out.

This whole affair is actually getting to be surreal.

I did file a complaint with the BBB in San Jose, CA, and have contacted my local "consumer advocate" here in Pittsburgh. The next step is a call to Adobe headquarters, although I understand that usually doesn't work. I'm also going to contact the California Consumer Affairs Department and my attorney about small claims court.