More Adobe Complaints

Posted by on Sep 6, 2007 in Annoyances, Customer Service Complaints | 11 Comments

I thought my problems with Adobe were over, but it never ends. To recap…

Part 1
My computer at work crashed and it took days of phone calls to Adobe support before they could remove Adobe Creative Suite 3 from my computer. I needed to remove it completely (more completely than there uninstallers will allow) and then reinstall it cleanly. CS3 was the only application that required reinstallation after my crash.

Part 2
After I reinstall at work my installation of CS3 stops working at home. It asked me to reactivate. I go through the reactivation process and it fails again. I call support. They provide me with a authorization code that I use in addition to my serial number and activation number. Finally I get CS3 working on my work computer and my home computer. Which brings us to today…

Part3
I needed to move CS3 from my home computer to my laptop. This should have been as simple as deactivating the software on my home computer and then installing and activating it on my laptop. Not quite. First, the deactivation process failed. They had me uninstall it completely from my home computer. It still won’t activate on my laptop, so next I had to go through the same hoops as before. I needed my serial number, my activation number, and a third number that they only give you over the phone that they call an activation number. Here is a screenshot of the absurdity:
CS3 screenshot

I understand that piracy and theft are problems for Adobe and any software developer, but it shouldn’t be that hard for a legitimate paying customer to use what I am paying for. I am a saavy customer and calling support is always my last resort. I have had to call support to install the software. I have had to call support to uninstall the software. I have had to call support to reactivate the software. I have had to call support to deactivate the software. I have had to call support to activate the software. That is an unacceptable and it has turned me from an Adobe fan to an Adobe hater just waiting for any alternative to come around and make my live easier.

  • http://adrian3.holygears.com/ Adrian Hanft

    I got the survey today to evaluate my customer service experience. In the comments I wrote:

    “I have had to call to uninstall CS3. I have had to call to reinstall CS3. I have had to call to activate CS3. I have had to call to deactivate CS3. I have had to call to reactivate CS3. I am a saavy user and there should be no reason I should need to jump through hoops just to be able to use the software that I paid for! Loosen your licensing restrictions or I will consider stealing the software. That would be easier than paying for it and then you wouldn’t waste my time with all your licensing garbage. At least pirated software has a tendency to work as promised!”

  • http://www.bohemianalps.com Simanek

    Adrian,

    I haven’t had these issues yet, but I agree that Adobe isn’t making a great product. These CS3 apps all take forever to load and generally run slower than their CS counterparts. In the past I could see how certain features would demand more resources, but the few changes in Photoshop can’t possibly account for the loss in performance I’m seeing on a dual 2GHz G5 with 2GB of RAM. All the more reason to look into other options (especially the free and open source ones!).

  • http://www.bohemianalps.com Simanek

    Also, you should consider putting a background:white; value on this main page element so that your content can be read while the torn paper graphic is still loading. Looks good though!

  • collin

    i installed the flash player through fire fox and it works…..for some reason when i go to a site through aol on youtube it says i donot have it installed…every time i try to go even to the adobe website.. i get a white screen…that is the only site that gives me a white screen…i mean come on get with it people..get the bugs fixed

  • http://www.mendozaphotography.com Bernard Mendoza

    What a nightmare dealing with Adobe – bought Photoshop CS4 5 weeks ago and have been unable to get any help – 6 calls to customer service have varied in time waiting from 37 minutes to 1 hour 30 minutes. In 4 of those instances I just could not hold any longer and the 2 other occasions I spoke to a representative that I just could not understand – I had to keep on telling them to slow down and speak clearly.
    Eventually, in desperation I called Helen Pethick – 408 536 6000 – supposedly the director of customer relations who has not returned any of my calls.
    So they have my $800 and I have nothing – how very sad from a company that so many of my photographic colleagues had and have to rely on.
    Is this kind of thing normal with Adobe?
    Is there another company out there doing anything similar to Adobe?

  • Jaime

    Both my wife study at the university and we each have a student CS3 license. Every time we upgrade or replace hardware, we have to go through the whole telephone process; especially when the computer crashes and needs an overhaul. Since we do not have time to sit by the phone and wait for this process, we will be saying good bye to all version of Adobe and we have started to look for substitutes. Applications that cost this much have no business making customers waste hours of precious their time each time they need to reinstall the program. It is outrageous!
    For drawing I have turned to XARA, and I am looking into Photoshop substitutes. Acrobat has its competition in many programs created to edit pdf files.
    Maybe if enough people follow suit, Adobe will get the message. No application should make people waste time!

  • Ron

    I bought CS4 upgrade (from Adobe, downloaded) and loaded it, it would not accept the Serial# of my CS2 and defaulted to a trial version. I’ve been on the phone for over 6hrs trying to resolve. I’ve uninstalled, reinstalled, run clear script, gave control to the tech person, chatted with a support person, all to no resolution. The program defaults to the “Extended” version when I attempt to enter the serial#. The first phone rep suggested they give me a serial number for “Extended” and let it register. She failed to give me that number and I’m waiting to hear from them again. The service aspect of Adobe needs to step up to the plate. I know that the pirates have forced them to high security protection but I’ve paid for the product and they have yet to deliver.

  • s from Toronto

    adobe is making my life miserable!

    I ordered the CS4 web premium. It was scratched. I called for a replacement and they said they would send one right away. That was 6 weeks ago. I have called weekly and every time they say “Oh yes, it will be there tomorrow.” Finally, last Friday when they said it would come tomorrow I said “We don’t have mail delivery on Saturdays in CANADA!”

    I called again today and it turns out that my order hasn’t even been filled. The man on the other end of the phone in South East Asia asked me to submit a proof of purchase. I told him that none of the other 5 sales reps had requested one and that if it was necessary, I wish they had asked me for it 6 weeks ago!

    I told him that my trial version of the software has expired. I have projects due next week and asked if they could at least extend my trial versions because I have already bought the software. Nope. Sorry, can’t do that…

    So I wait.

    I’m sure my products will arrive tomorrow.

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