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[EDIT 2: I deleted my first posting of the following comment, out of concern that it might not be appropriate. But darned it, it was a frustrating enough experience -- and one that others should not have to go through -- that I'm reposting my comment. My apology to anyone (other than Adobe) whom this may irritate.] [EDIT: I'm hesitant to use HN for what might -- perhaps legitimately -- be seen as a rant. But this may be my only opportunity to make someone at Adobe having any degree of authority or ability to communicate with the relevant management, aware of this problem. Further, we are all at the mercy of Adobe technical support, to the degree we need it. And this applies, in this specific context, to the many students and staff on this site who might face issues in particular with regard to academic licensing.] OT, but I recently spent in aggregate 7.5 hours [1] getting one your tech support to walk over to a manager and convince them to generate a correct license code for a thoroughly documented academic purchase, after the third-party licensing vendor who was supposed to do so failed to and then only, finally responded to an Adobe tech support rep, whom they told that they had no clue what license the Adobe tech support rep was talking about. Said license generation and delivery took only 10 minutes, once Adobe tech support -- AFTER 7.5 HOURS of phone calls -- finally did it directly, themselves -- and for the first time, finally, did it correctly after also following my instructions as to what specific type of license was needed. (Rhetorical: What is wrong with this picture?) Briefly put, someone needs to straighten out the delivery of secondary CS 4 license codes for support of academic purchasers of CS 5.x who are running Win XP 32 bit (said support being clearly described on the product package and in its marketing). I realize that, officially, you are not the correct party to address, but since you're the only member of Adobe management who is likely to even see a comment on my part, let me just say that in this case your technical support, while always polite on the phone, sucked in terms of results and follow-up; you took several hundred dollars from the person I was helping while failing for over a month to deliver the product (license code) and support that was clearly described on the package; and on this basis I, personally, [changed to calm my tone down] cannot wish your company well. (I was tempted to send your corporate HQ an invoice for my time, but I figured they'd be too obtuse and/or dismissive to get the point.) 1. I would never have spent that kind of time on the endeavor, except for the nature of my relationship with the purchaser. |