How to get Adobe support to take seriously my activation problems?

Monday, I took delivery of a brand new MacBook Pro 17 'refurb' "from Apple. Once I did the initial recording with Apple, I swapped the boot drive to a Samsung 512 GB SSD and installed all my software, including Creative Cloud CS6.

Because I had CC installed on my iMac and my old MacBook Pro, I got this dialog box...

adobe1.jpg

In my naiveté, I assumed that hit 'Continue' was a valid action and support (I mean, that's what he said, right?) So I did, and everything seemed fine.

Unfortunately, tonight the new MacBook Pro's dead (with a supply problem power not related to the upgrade of my SSD). Fortunately for me, the hours I had spent editing software have not squandered as I could remove the SSD drive, pop in a USB caddy and start my old MacBook Pro to it.

At this stage, to leave Photoshop triggered the same dialog as above, but because that who had worked before, I naively hit continue, entered my details, and everything was fine.

Maybe I should explain one of my SSD performance tests was to load a 200M in PhotoShop pixel image.

I found that as a USB drive, the two start and Photoshop were quite a bit slower. I tried on my iMac too. Finally, I tried to install the SSD drive in my old MacBook Pro (there fast, but I got a kernel panic after a while).

A replacement new refurb MacBook Pro arrived Wednesday, so once I had recorded it I jumped the SSD inside, and it has been fine since. Except that I didn't get Creative cloud to activate. When I hit continue and enter my details, I get now...

adobe2.jpg

I found that the problem persisted, so I contacted the support, and this is where the nightmare really began. I have since clocked up about 4 hours of online chat and phone calls with Adobe personnel, and they have been unable to solve the problem.

I have now explained my story several times to various Adobe employees, and they have made some promises that they have failed to keep (for example as a return call me or send me updates).

At least one person suggested that I should wait 72 hours for the question clear, and that I should use an activation of the trial in the meantime. He tried to show me how to rename a file cache PCM, which he did not get quite right, but that did not work even when I worked out how to do.

My supscription is released, but I don't have access to the software I paid for. I only followed management dialog boxes which has provided Adobe software. I have not tried to use the software on two machines.

I am extremely frustrated. I asked Adobe to escallate staff the issue, and they say they have, but nothing has changed. I said I would raise a formal complaint, but it fell on deaf ears. I think that Adobe have a lot to learn from Apple in terms of customer service. It took Apple less than two days to get to the top and the race, and that includes shipping for me new material!

In desperation, I turned on this forum for help.

Do you know how to make it work?

Do you know how to get Adobe to take you seriously?

Who do I complain, such that my situation is taken seriously?

I feel that there are some problems with the new cloud activation software. I've certainly had some funnies la for a few months, but this is the first time I've been permanently locked out software I paid for.

Yes, I may be naïve hitting continue so many times, but I was only doing what the software proposed and not breaking licensing rules.

Help!

p.s. If you're an Adobe employee, my file number is #0183343577 (and please note that your registered colleague incorrectly that as a matter of MC 5.5)

Finally got through to someone who was able and willing to help me (even if I had to call again). The eventual solution was some turn to their end and then by activating a different product (Acrobat Pro) at the mine. This seemed to undo the impasse, and I was able to get all creative applications CS6 Cloud enabled on my two machines.

It seems that you really have to be really determined to be a customer of Adobe. It took more than 5 hours of my time to fix and as many days. Apple could fix my problem of material within 48 hours. Come on Adobe, you're better than this!

Tags: Adobe

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