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After calling Adobe Europe Customer Service to ask some questions and preorder GoLive and Photoshop CS2 i spent the last 2 weeks writing emails, making costly phone calls to the Netherlands and trying to gather "proofs of purchase" for product registrations that had already been correctly registered until January 10.
The reason for all trouble is their new CRM (customer mismanagement system) and new staff having no idea how to treat customers. They also seem to be hunting for serial numbers and are very quick to accuse you of illegal software usage.
In order to save you from similar unpleasant encounters, here are some tips how to hopefully avoid trouble.
If necessary you can refer to my tracking ids 2633168 and 2650410.
1. Prepare a list of all products, serial numbers, platforms and date of registration before you call Adobe.
2. If you already had an Adobe Id before January 05, this id isn’t valid anymore. No need to enter it, but tell them your id is old.
3. If they tell you that you have only 5 registrations, ask them to use the next button. The new system shows only 5 registrations per page and until last week they had obviously not discovered the option to scroll to the next page (this was the reason they gave me for my missing registrations, i’ve still got the email). Same goes for notes and calls.
4. If they tell you that your multi platform product is registered for Mac, tell them that the new system has problems distinguishing between Mac and Multiplatform.
5. If they tell you that your serial number is registered for another user, check if it’s an old number, starting with 3 letters instead of 4 digits (as my GoLive 5 version). Tell them that their system can’t handle these old serial numbers and ask them to add a note to your account explaining the situation. Be aware that you will have problems when you install an upgrade of that product that needs activiation. This will not work automatically, you have to call Adobe, explain the situation and hope for the best.
6. To avoid problems with future registrations, ask them to send you a confirmation of all registered products including product name, serial number, platform and date of registration.
7. No matter how rude they are, don’t expect an excuse.
Sabine N.
The reason for all trouble is their new CRM (customer mismanagement system) and new staff having no idea how to treat customers. They also seem to be hunting for serial numbers and are very quick to accuse you of illegal software usage.
In order to save you from similar unpleasant encounters, here are some tips how to hopefully avoid trouble.
If necessary you can refer to my tracking ids 2633168 and 2650410.
1. Prepare a list of all products, serial numbers, platforms and date of registration before you call Adobe.
2. If you already had an Adobe Id before January 05, this id isn’t valid anymore. No need to enter it, but tell them your id is old.
3. If they tell you that you have only 5 registrations, ask them to use the next button. The new system shows only 5 registrations per page and until last week they had obviously not discovered the option to scroll to the next page (this was the reason they gave me for my missing registrations, i’ve still got the email). Same goes for notes and calls.
4. If they tell you that your multi platform product is registered for Mac, tell them that the new system has problems distinguishing between Mac and Multiplatform.
5. If they tell you that your serial number is registered for another user, check if it’s an old number, starting with 3 letters instead of 4 digits (as my GoLive 5 version). Tell them that their system can’t handle these old serial numbers and ask them to add a note to your account explaining the situation. Be aware that you will have problems when you install an upgrade of that product that needs activiation. This will not work automatically, you have to call Adobe, explain the situation and hope for the best.
6. To avoid problems with future registrations, ask them to send you a confirmation of all registered products including product name, serial number, platform and date of registration.
7. No matter how rude they are, don’t expect an excuse.
Sabine N.
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