Adobe Community: why won't they provide me a serial number for my new software

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1. ssprengel,

May 11, 2012 9:49 PM in reply to alainxox

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Where did you buy the software?

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2. alainxox,

May 11, 2012 9:56 PM in reply to ssprengel

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Adobe's web site, the download version. It did not go through, so I called them to fix the problem. I bought it over the phone and they told me I would get an email soon, with the sn. Never got an email. I have called them back at least 5 times since then. It's always the same routine, ''we've escalated your order and you will get an email with the sn within 24 hour''. I don't know what else to do.

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3. ssprengel,

May 11, 2012 10:05 PM in reply to alainxox

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Are you outside the US? Have you tried a chat-session with support? Do you have an ISP that might block suspicious e-mails and so you never see them?

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4. alainxox,

May 11, 2012 10:11 PM in reply to ssprengel

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I'm from Canada. From what I understand, they are selling to North America. Anyways, why wouldn't they tell me this?

MY email is hotmail and I verify all incoming emails, regular or suspicious ones.

Have not tried chat... is that any different than calling them?

Thanks, I appreciate your help.

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5. ssprengel,

May 11, 2012 10:19 PM in reply to alainxox

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A chat window would give you a transcript of what they said and perhaps they could actually include the serial number in the chat session. I am not saying that they do type serial numbers over chat, just that it’d be easier than on the phone.

Do you know that your credit-card was debited so Adobe has your money?

Can you see your order after clicking on My Orders after going to www.adobe.com ?

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6. ChuckTribolet,

May 12, 2012 12:31 AM in reply to alainxox

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That doesn't mean that hotmail isn't filtering spam upstream of you.

And make sure they have your e-mail address exactly correct. Read it to them. Have them read it back to your, phoneticaly.

Chuck

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7. alainxox,

May 12, 2012 7:17 AM in reply to ChuckTribolet

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I chatted this morning. Just an extention of the merry-go-round. Nothing accomplished.

Manashi: Hello! Welcome to Adobe Customer Service.

Manashi: Hi Alain.

Manashi: May I please have your email address registered with Adobe while I review your request?

alain: email adress given here

Manashi: Thank you.

Manashi: Could you please elaborate your issue more clearly?

alain: ordered through your site. did not work May 3

alain: sorry mmore to come

Manashi: May I have the order number of the software?

alain: call in may 3rd and was told i would get an email within 24 hours. still nothing. call back on monday, may 7 and was told i would get it in 24 hrs. still nothing. this is the same routine everyday but still nothing. my order # is xxxxxxxxxxxxx and says here on my account that its completed.

Manashi: Thank you for waiting. One moment please.

Manashi: Thank you for the information.

Manashi: I apologize for the inconvenience caused.

Manashi: I have checked with the case and see that your case has been escalated to higher level, they will contact you via email as soon as possible.

alain: that,s not acceptable. this is what they tell everyday and they NEVER contact me

Manashi: I really sorry for the inconvenience caused. .

alain: what so hard to send an email

alain: can you tell me if they tried

Manashi: Alain, I will personally follow up the case and inform to the higher level so that they will contact you soon.

alain: whats soon

alain: after 6 times of promises, why should i expect a response

Manashi: Alain, you will be contacted within 24 hours.

alain: how will i get compensated for hours over the phone, chat room and support boards?

alain: all that for a serial number? is there an explanation?

Manashi: Alain, if I would have the access, I could have provided you the product, but it is out of my level.

alain: Can you cancel my order?

alain: and you ignore my last question

Manashi: Since the case has been escalated to higher level, I am sorry to inform you that I can not cancel your order.

alain: how will i get compensated?

alain: why i am talking to you if you cant do anything?

Manashi: Once you get the order, please contact us back so that we can initiate the return.

alain: you dont know anything and you cant do anything. Are you not support?

Manashi: I apologize for the inconvenience caused

alain: its been escalated 4-5 times...

Manashi: Okay.

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8. johnbeardy,

May 12, 2012 7:36 AM in reply to alainxox

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Have you done what ssprengel suggested - looked at your order in My Orders?

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9. alainxox,

May 12, 2012 7:40 AM in reply to johnbeardy

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yes, my order says it's completed.

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10. alainxox,

May 12, 2012 7:48 AM in reply to johnbeardy

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To be clear here, my order says it's completed, but it's not. I never received the sn.

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11. johnbeardy,

May 12, 2012 8:05 AM in reply to alainxox

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The reason the question was asked is that if the order says it's completed, your serial number should be somewhere on that page or in Recent Orders / Order History. You may be able to resolve this without wasting any more time.

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12. alainxox,

May 12, 2012 8:25 AM in reply to johnbeardy

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its through order history from support. it says the order is completed but its not. there is no product information or sn. Under My orders or recent orders, there's nothing there, no trace of my order. if it was that simple, you would think support would be able to help or guide you. Hey, anyways, everytime they tell me they will email me the sn and never do, that's a big problem (especially after 5-6 times) Thanks for trying

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13. Keith_Reeder,

May 12, 2012 8:38 AM in reply to alainxox

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Does your My order history look like this?

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14. alainxox,

May 12, 2012 8:42 AM in reply to Keith_Reeder

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No, thats not it. Thanks for your help anyways. When I contact Adobe, the person I talk to can never help me and they wont transfer me to someone who could. They promise to get back to me within 24 hours and never do (5-6 times now) I should not have to search everywhere through my account to find the sn. Like i said before, custumer service should be able to guide me through this. They tell me nothing, except that they will get back to me; which never happens!

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15. Keith_Reeder,

May 12, 2012 8:44 AM in reply to alainxox

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What does your My order history show?

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16. Bryan Conner,

May 12, 2012 8:45 AM in reply to Keith_Reeder

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Go to Adobe Customer Care's account on Twitter and tweet your problem. You will get fast results. Much better than the chat. Much better.

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why won't they provide me a serial number for my new software

May 11, 2012 9:37 PM

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