Adobe Store UK Problems

SX
Posted By
Steve_X_Mann
Dec 5, 2008
Views
273
Replies
6
Status
Closed
This is a warning to those who might consider using the Adobe Store UK to buy upgrades.

Three days ago, I logged on to purchase a Photoshop CS4 upgrade. I checked out the "confirm upgrade eligibility" bit, which stated that Photoshop CS1 to CS4 was a valid upgrade path. I have Creative Suite version 1, which of course includes Photoshop, so figured I was OK to upgrade. I went ahead, ordered, and downloaded the product. Tried to activate it, and was told that the Photoshop CS1 serial number was not valid.

After talking to support and sales staff, I am now told that because my Photoshop is part of CS1, it is not a valid upgrade path. Rather reluctantly, I accepted this and asked for a refund on the upgrade prior to buying the full version.

To my amazement, I was told it would take up to FIVE WEEKS to process the refund.

This is totally unacceptable. It’s bad enough that Adobe’s support line is only open from 9-5pm Mon-Fri, making it very difficult for working stiffs like me to be sitting at their machines when talking to them.

Add to that the fact that the website clearly states that owners of Photoshop CS (which I am) can upgrade to CS4 when this is not the case.

But FIVE WEEKS!! For an online order by credit card? This is just crazy.

I really want to complain to someone more senior than the poor guys on the sales/support desk. Anyone got any idea how I can go about this?

Steve Mann
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Freeagent
Dec 5, 2008
Not moralizing here, but it’s been widely known and no secret that point products within a suite can not be upgraded separately.

Here’s what it says under "Upgrade eligibility":

Products within a Suite cannot be upgraded individually
SX
Steve_X_Mann
Dec 5, 2008
OK, point taken. I should have seen that. But, in my defence, if you click on the blue "Check here for upgrade eligibility" link under the CHOOSE A VERSION box, it simply says "Photoshop CS, CS2 or CS3" with a checkbox. Checking this results in a tick next to the "You qualify for the following upgrade price". As I undoubtedly have Photoshop CS1, I went ahead and ordered. There is no mention at this point about it not being available for Creative Suite owners.

But I’ve calmed down (slightly) now. However, it does seem crazy that it takes so long to get a refund. I would have been prepared to order the full version immediately and simply pay the difference on my credit card. But apparently I have to wait until the refund has been processed and then re-order…

Anyway, thanks for the response. I should have looked around the site a bit more before I ordered.

Let’s kill the subject here. If the mods want to delete this thread, it’s fine by me.
F
Freeagent
Dec 5, 2008
It’s OK, Steve, you do have a point in that it doesn’t exactly jump out and bite you in the nose. They could have increased the point size of that line of text a little bit.

But deleting the thread? I won’t speak for Bob, but everything here goes into the realm of public education. We all have to swallow our pride on occasion for the greater good 😉
BL
Bob Levine
Dec 5, 2008
Call the credit card company and let them know the credit will be forth coming.

And no, I’m not deleting the thread.

Bob
RB
Robert_Barnett
Dec 5, 2008
I am not going to get in to the your fault or theirs. But, 5 weeks for the refund is rediculous. It didn’t take them 5 weeks to charge you and it shouldn’t take them 5 weeks to refund you money.

Robert
JT
John_T_Smith
Dec 5, 2008
I’m in the US so it may be different (different bank & credit card procedures ???) and never with the Adobe store… but those times when I have cancelled an online order that has been charged, it has never taken more than 2-3 weeks for the refund to show on my credit card (my card has a web site so I may check as often as I wish)

Again… I don’t know the general practice in the UK, or if the Adobe store follows those general practices or is slower… but 5 weeks does seem a bit long to me

Anyway… I "feel your pain" about the confusion… and I agree this message thread needs to stay, so anyone else who reads will learn more about the upgrade

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