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|| SportsShooter.com: Member Message Board
Adobe Support
Eric Canha, Photographer
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Brockton | MA | United States | Posted: 11:10 AM on 08.03.09 |
| ->> Does anyone have an inside contact for Adobe support. Their 800 service is useless and I have a major issue (PS CS4) that needs resolving. Feel free to contact me off line. |
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Eric Canha, Photographer
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Brockton | MA | United States | Posted: 12:30 PM on 08.10.09 |
->> Just wanted to update this post. One of Adobe's senior computer scientist is a lurker here on SS. Last week he emailed me and got the ball rolling internally, after a brief call from the L2 tech side Friday I got a call today from a senior support consultant and a solution to my woes.
The bottom line was that there was a glitch in the information that the front line support people had. As a result they were unable to resolve my problem. The good news is that as a result of Dave's involvement the information has been updated and anyone falling into the rabbit hole I just climbed out of will have much less trouble getting the fix.
Thanks to Dave and Bing at Adobe. |
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Jesse Beals, Photographer
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Tracyton | WA | USA | Posted: 2:28 AM on 08.20.09 |
->> Hey what problems you been having? For me Bridge keeps crashing when I start viewing the photos.
Nothing like restarting bridge 5 times to edit a photo shoot |
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Mark J. Terrill, Photographer
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Simi Valley | CA | USA | Posted: 3:50 AM on 08.20.09 |
| ->> My brother had/has a huge problem with Adobe. He needed to deactivate Photoshop on one computer and put it on another. Customer service in India has been telling him for three weeks that their server is down and they can't help him until it is up. He's had to use a trial copy for three weeks now and time is running out. Hard to believe that what he's being told is true and that they can't get it together. He's been paying the full price for every update for the last ten years. It's poor customer service like this that causes people to use pirated copies. |
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Mark J. Terrill, Photographer
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Simi Valley | CA | USA | Posted: 4:00 AM on 08.20.09 |
| ->> Also, it shouldn't take someone lurking on a message board to help a paying customer and customers shouldn’t have to wait on the phone for two hours only to be told they can't be helped. |
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Eric Canha, Photographer
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Brockton | MA | United States | Posted: 7:44 AM on 08.20.09 |
->> Mark I agree with you that it shouldn't have taken what it did to get my problem resolved. In my case I was trying to go from CS2 to CS4e in one swoop. I purchased the CS4e upgrade in a retail store and tried to install it. While this is a valid upgrade path the way that the product is/was serialized it would only accept a CS3e serial to install the upgrade.
I spent 2+ hours with their tech support who finally gave up and told me that someone would contact me. That was when I left the post above and a few days later a Sr. Computer Scientist at Adobe who lurks here contacted me through my member page. We exchanged some information and a tech called me to resolve the problem. After I explained the problem he (the tech) informed me that CS2--->CS4e was NOT a valid upgrade path. I helped him navigate the Adobe on-line store and showed him in fact Adobe itself sells the upgrade on-line. This left him stammering and the phone call ended with him telling me that he would have to review the issue with 'executives' (his words). I contacted Dave ( my rescuer) and he in turn did some digging.
It appears that the knowledge base that is used by support was wrong or incomplete and that the techs did not have the information on getting my install up and running. Dave contacted the person responsible for the KB and in the mean time a customer care agent contacted me and issued a new serial that allowed the upgrade to skip the CS3e serial challenge. She issued a serial for a full version of CS4e.
I totally agree that this should not have been the square dance contest that it became. In the end the matter was resolved solely because someone here in the US got involved and because I am lucky enough to be a member of a board that gets industry attention at high levels from the companies that we work with.
So anyone looking to upgrade from CS2 to CS4e via the retail boxed version will have to call support and get a different serial as the one in the box will not work. My experience was within the Windows Vista 64 world, Mac could be a totally different experience. |
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