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We’ve just bought a copy of Adobe Design Premium and attempted to get the license keys was an exercise in frustration. Adobe of one of the worlds largest software companies and I’m amazed how poor their website/service is.
1) An account was created for us without asking any of our details – maybe the vendor did this but they are acting on behalf of Adobe so it would have been nice for them to ask for the details we wanted on our account
2) Obviously I don’t know the email address or password as I didn’t create the account so upon going to the license site, I had to guess which email address was used. Of course, as I didn’t have the password, I had to ask for it to be reset. Annoying already – I’m having to go through the extra step of resetting the password that I didn’t set in the first place
3) Temporary password arrives and I have to put in a new one. Read the screen and notice eight characters, 1 alpha, 1 numeric and 1 symbol. Okay, a bit over the top but no hassle. However, tried it many times and it just kept saying I wasn’t playing to the rules. So annoyance #2 – can’t reset password
4) Decide I need to talk to someone so click on the contact us. This opens up a PDF document. Okay, so bit confused as to why it couldn’t have been a web page but I guess as this is Adobe they want to push PDF at every opportunity. But this document isn’t actually a way of contacting us – there’s a link on there to the actual contact us. So annoyance #3, extra form pushed in the way of me getting support
5) Click on the link in the PDF and it opens another page *inside* the PDF. This time it is the contact us form so start filling it in.
6) Can’t find UK in the list. Can’t find England either. Ohh, we’re Great Britain are we today? Why?? Nearly every other drop down list I’ve come across has us listed as UK or United Kingdom but Adobe has to be different. You can tell by now I’m just plain annoyed #4
7) Wonder why the list of provinces/areas is a mixture of capitals (DERBYSHIRE) and lower case (Cheshire). The "editor" in me thinks tacky proof reading. Annoyance #5
8) Get to the bottom of the form and realise there’s more to fill in but because the link was loaded inside a smaller PDF form, there is NO SCROLL BAR!! So I’ve just spent a few mins filling in some information and now I can’t get to the rest. Real ANNOYANCE #6…
9) Have to throw away the data I’ve inputted and copy & paste the contact us link from PDF document into a new Internet Explorer window. At least this time I’ve got some scroll bars, know we’re Great Britain. Get to the section about describing what the problem is and it’s a tiny little window that can accept about three words. Oh come on guys… the once play where I tell you why I’m contacting you and it has to be written in a tiny box. It’s like those forms for your email address with markers that can only accept email addresses of 10 characters. Annoyance #7 at which point I give up with the contact us form
10) Go back to the password reset screen once more and notice that actually it says "Eight characters". Oh hang, surely they can’t mean it has to be exactly EIGHT characters. Oh my… yes they do. Ohh sorry me for being so stupid and not noticing that bit and trying to use 9 characters. Annoyance #8…
11) Hey, finally got to reset my password!!!
12) Get into the screen and finally get the serial number – sigh of relief
13) Notice "Contact details" button and wonder "Hmm, wonder what details are in there". Notice they have been set-up with my own email address and our policy is that we don’t use personal addresses like this – we have a shared mailbox. So go through the form tidying up the address details and typing in the shared email address. Annoyance #9 that the details weren’t asked for at the start
14) Remember at this point that I was allowed to type in a new email address but upon clicking SUBMIT it tells me that I can’t change the contact email address but have to contact customer support. WHY THE HELL DIDN’T YOU MAKE THE BOX READ-ONLY IN THE FIRST PLACE WITH A NOTE AT THE SIDE SAYING PLEASE CONTACT CUSTOMER SUPPORT TO CHANGE EMAIL ADDRESS. In fact, I’m flummoxed as to why you won’t let me change it on the web form. It’s not like you’ve made it easy to get here in the first place. Huge annoyance #10
15) Open up the contact us form and hey, you don’t get me twice – copy & paste that link into a new browser window so I get the scroll bars and fill in the form. Hit submit and wonder what bit bucket that is going in to…
16) Is surprised when I actually get an email back within an hour or so but then run around the office screaming and banging my head against any wall.
(My comments in capitals)
Dear Sir/Madam, (GUESS ROB COULD BE A GIRL)
Thank you for contacting Adobe Customer Services. (AND WELL DONE FOR PERSEVERING)
To change the information on primary contact account, please send us a written request on company headed notepaper, stating the contact details that are out of date and what they should be changed to, with your signature. (YOU ARE PULLING MY LEG!! PAPER!! WRITTEN!!! YOU DIDN’T ASK ME MY CONTACT DETAILS IN THE FIRST PLACE AND NOW I HAVE TO WRITE YOU A LETTER ON PAPER, USE A STAMP AND WALK TO THE POSTBOX)
You can also update the details yourself if you have an access to the account, in ”Update Account Profile". (OH NO YOU SODDING CAN’T OTHERWISE I’D HAVE DONE THAT)
Should you require any further information, please do not hesitate to contact us. (YEAH, ON STONE TABLETS DELIVERED TO THE TOP OF A 3000′ MOUNTAIN PROBABLY)
Yours Sincerely, (I SINCERELY DOUBT IT)
Sandra Crevice
Adobe Customer Service
Tel: (UK) 02073650733
Tel: (Eire) 012421552
Fax: 0031 20 5820800
Email:
My heart rate is now through the ceiling and I need to go an lie down in a dark room.
No wonder kedges exist….
Cheers, Rob.
1) An account was created for us without asking any of our details – maybe the vendor did this but they are acting on behalf of Adobe so it would have been nice for them to ask for the details we wanted on our account
2) Obviously I don’t know the email address or password as I didn’t create the account so upon going to the license site, I had to guess which email address was used. Of course, as I didn’t have the password, I had to ask for it to be reset. Annoying already – I’m having to go through the extra step of resetting the password that I didn’t set in the first place
3) Temporary password arrives and I have to put in a new one. Read the screen and notice eight characters, 1 alpha, 1 numeric and 1 symbol. Okay, a bit over the top but no hassle. However, tried it many times and it just kept saying I wasn’t playing to the rules. So annoyance #2 – can’t reset password
4) Decide I need to talk to someone so click on the contact us. This opens up a PDF document. Okay, so bit confused as to why it couldn’t have been a web page but I guess as this is Adobe they want to push PDF at every opportunity. But this document isn’t actually a way of contacting us – there’s a link on there to the actual contact us. So annoyance #3, extra form pushed in the way of me getting support
5) Click on the link in the PDF and it opens another page *inside* the PDF. This time it is the contact us form so start filling it in.
6) Can’t find UK in the list. Can’t find England either. Ohh, we’re Great Britain are we today? Why?? Nearly every other drop down list I’ve come across has us listed as UK or United Kingdom but Adobe has to be different. You can tell by now I’m just plain annoyed #4
7) Wonder why the list of provinces/areas is a mixture of capitals (DERBYSHIRE) and lower case (Cheshire). The "editor" in me thinks tacky proof reading. Annoyance #5
8) Get to the bottom of the form and realise there’s more to fill in but because the link was loaded inside a smaller PDF form, there is NO SCROLL BAR!! So I’ve just spent a few mins filling in some information and now I can’t get to the rest. Real ANNOYANCE #6…
9) Have to throw away the data I’ve inputted and copy & paste the contact us link from PDF document into a new Internet Explorer window. At least this time I’ve got some scroll bars, know we’re Great Britain. Get to the section about describing what the problem is and it’s a tiny little window that can accept about three words. Oh come on guys… the once play where I tell you why I’m contacting you and it has to be written in a tiny box. It’s like those forms for your email address with markers that can only accept email addresses of 10 characters. Annoyance #7 at which point I give up with the contact us form
10) Go back to the password reset screen once more and notice that actually it says "Eight characters". Oh hang, surely they can’t mean it has to be exactly EIGHT characters. Oh my… yes they do. Ohh sorry me for being so stupid and not noticing that bit and trying to use 9 characters. Annoyance #8…
11) Hey, finally got to reset my password!!!
12) Get into the screen and finally get the serial number – sigh of relief
13) Notice "Contact details" button and wonder "Hmm, wonder what details are in there". Notice they have been set-up with my own email address and our policy is that we don’t use personal addresses like this – we have a shared mailbox. So go through the form tidying up the address details and typing in the shared email address. Annoyance #9 that the details weren’t asked for at the start
14) Remember at this point that I was allowed to type in a new email address but upon clicking SUBMIT it tells me that I can’t change the contact email address but have to contact customer support. WHY THE HELL DIDN’T YOU MAKE THE BOX READ-ONLY IN THE FIRST PLACE WITH A NOTE AT THE SIDE SAYING PLEASE CONTACT CUSTOMER SUPPORT TO CHANGE EMAIL ADDRESS. In fact, I’m flummoxed as to why you won’t let me change it on the web form. It’s not like you’ve made it easy to get here in the first place. Huge annoyance #10
15) Open up the contact us form and hey, you don’t get me twice – copy & paste that link into a new browser window so I get the scroll bars and fill in the form. Hit submit and wonder what bit bucket that is going in to…
16) Is surprised when I actually get an email back within an hour or so but then run around the office screaming and banging my head against any wall.
(My comments in capitals)
Dear Sir/Madam, (GUESS ROB COULD BE A GIRL)
Thank you for contacting Adobe Customer Services. (AND WELL DONE FOR PERSEVERING)
To change the information on primary contact account, please send us a written request on company headed notepaper, stating the contact details that are out of date and what they should be changed to, with your signature. (YOU ARE PULLING MY LEG!! PAPER!! WRITTEN!!! YOU DIDN’T ASK ME MY CONTACT DETAILS IN THE FIRST PLACE AND NOW I HAVE TO WRITE YOU A LETTER ON PAPER, USE A STAMP AND WALK TO THE POSTBOX)
You can also update the details yourself if you have an access to the account, in ”Update Account Profile". (OH NO YOU SODDING CAN’T OTHERWISE I’D HAVE DONE THAT)
Should you require any further information, please do not hesitate to contact us. (YEAH, ON STONE TABLETS DELIVERED TO THE TOP OF A 3000′ MOUNTAIN PROBABLY)
Yours Sincerely, (I SINCERELY DOUBT IT)
Sandra Crevice
Adobe Customer Service
Tel: (UK) 02073650733
Tel: (Eire) 012421552
Fax: 0031 20 5820800
Email:
My heart rate is now through the ceiling and I need to go an lie down in a dark room.
No wonder kedges exist….
Cheers, Rob.
MacBook Pro 16” Mockups 🔥
– in 4 materials (clay versions included)
– 12 scenes
– 48 MacBook Pro 16″ mockups
– 6000 x 4500 px
