Incredible poor experience with Adobe...

[ovimo]

I recently decided to give up any attempts at coexisting with any Windows OS after poor experiences with XP and Vista. A MacBook I got last year performed so incredibly well that I bought a Mac Pro.

The main issue now became switching my software to the new system. It went mostly well up to the PhotoShop CS4.

Adobe offered a platform swap for no fee (very nice of them). I went through all the paperwork, sent them the letter of destruction, then waited for them to send me the Mac version. They promised 5 business days after the LOD is received. So 10 days later I called. Some customer service person tells me they never received the LOD. So I resend it, both faxed and attached. A week later still nothing, so I call again, and after an hour of waiting, can't get hold of anyone, so I give up and write them a message on their website. Three days later I receive an email stating that I have now to call their customer service to give them my CC# for shipping charges (although I did that already the first time I talked to them). So I call, give them the CC. I am told again that I will have my Mac copy of the PS CS4 in 5 business days tops.

I am now in a tight situation, since work is adding up and I cannot take care of it without the damn software.

So another 10 days later and a few more messages left on their website, there is still no copy of the PS CS4 in my possession and now it seems impossible to reach them over the phone either. Today I waited 1H 55' (went through 3 handsets - the batteries gave up on me) for a representative of their so called customer service... No luck.

Does anyone here had to go through similar "fun" with Adobe? Does anyone have any suggestions, what can I do, short of coughing up another $700?

Any advice would be appreciated. Thank you.

[Rson]

Hack it.

[gbux61]

Is there no 30 day trial fro the Mac version?

[ovimo]

There is, and I used it while waiting for the "official product".

Thanks Rich, but I would like to stay legit...

[Rson]

Just adding my .02
:)

Good luck!!!! PS Rocks my Hackintosh! It is faster on my crummy Laptop than my Beast Win7 box.


Yes it is paid for, I needed the tax write off.

[carrbowl]

Originally Posted by ovimo

There is, and I used it while waiting for the "official product".

Thanks Rich, but I would like to stay legit...

Good for you. I don't see how photographers can complain about copyright issues, if they are hacking Adobe...or any other software for that matter. I listened to a photographer do this and wondered how she could talk out of both sides of her mouth.

[texkam]

GIMP is not as good as photoshop, but it's better than no photoshop.

[toverman]

I'd say paying for the Mac version would give you a more bitter taste in your mouth than this debacle. I'd hold out for them to fulfill their promise, and in the meantime plunk down as little as you can for Elements. Might at least get your workflow going while you wait. Last time I checked 7 wasn't available for Mac, but that probably means you can get version 6 for a real deal.

[jgrindal]

I have a serious problem with Adobe, they treat their loyal customers like criminals and make their products impossible to use. I had a rant on them earlier, just thinking about dealing with their customer service makes me want to scream.

[PeteQ]

Wow, that is unusual. I have never had a problem like that when updating, etc. Sorry to hear that. Always be sure you get the names/operator numbers of who you speak with so you can give a good trail to the supervisor two or three levels up with the trouble you have had...

Good luck!

[srwatters]

I concur with Pete. Every time I've dealt with Adobe on the customer service or tech support side, it's been a very pleasant experience. My platform switch was years ago, but went extremely smooth. Hang in there and escalate if you need to. They should come through for you.

And welcome to the wonderful world of Apple.

[texkam]

My platform switch was years ago

Sounds like like they've changed. The first thing to go is customer service. Must be doin' the HP dance.

[Hogleg 44]

Things must have changed since 2007.
I did basically the same thing and had no problems at all. I even got an Adobe rep that spoke English with a southern accent!!!!!
I sent in my LOD, and had the CD within a week.

[preames]

I had a similiar problem with them when I was upgrading from Elements7 to CS4 thanks to the cheap upgrade provided by Wacom with the purchase of an Intous 4 tablet.

I was attempting to download CS4 from the Abode site for 5 days - not including the weekend when you can't download, because, despite it being a webstore, nobody was working to "approve" my order.

Despite everything I tried, they just kept canceling my download. I tried contacting support, emailing support, nothing - other than emails coming back saying that they had opened and then simultaneously closed my issue as they felt, for whatever reason, it was resolved (?). About 3 days into my ordeal with them, I tried calling at about 5am and finally got through, only to be told by someone in India that they had no idea what I was talking about and that I should send an email...long story short, a full week after I started, and after I got Wacom involved, I was finally able to download my software, but I swore that it would be the last Adobe product I ever bought. (Yeah, I know, unlikely, but it makes me feel better to think that).

By the way, Wacom has, by far, the best support I've dealt with.

[Cajungaltx]

I had some bad issues when I was trying to upgrade to CS4... *head banging against the wall*

6 different techs - 4 phone calls... finally I said screw it - bought a new HD - did a clean install.