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Riffslayer1975
Riffslayer1975
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CS5.5 to CS6 free upgrade - Why can't I get a disk?

May 15, 2012 12:31 PM

I have been trying to convince someone in support at Adobe that we would like a hard copy disk of the CS5.5 to CS6 free upgrade, however they keep sending me a link to Creative Cloud even though I have talked to customer support until I am blue in the face that our IT department wants a hard copy to use for my download?    We purchased the hard copy of CS5.5.   Can I pay the $20 charge for the hard copy?

3345 Views   10 Replies   Latest reply: AZCreative, Jun 4, 2012 3:39 PM
 
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  • Jeff A Wright
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    1. Jeff A Wright,
    May 15, 2012 1:07 PM   in reply to Riffslayer1975
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    Did you purchase Creative Suite 6 or Creative Cloud?  If you purchased Creative Suite 6 then you can purchase replacement media.  You may need to wait tell we send out the software to all of the users who qualify for the post-announce upgrade offer to Creative Suite 6.

     
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  • Riffslayer1975
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    2. Riffslayer1975,
    May 16, 2012 7:17 AM   in reply to Jeff A Wright
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    I purchased 5.5 and am looking to get the complimentary CS6 upgrade.   Customer service for some odd reason do not want to discuss how to obrtain a disk.  Last time they sent me a link to Creative Cloud ...... for what reason I do not know, except maybe this is where you can download from the internet.   Our download is too slow and I need a disk.

     
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  • Jeff A Wright
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    3. Jeff A Wright,
    May 16, 2012 9:46 AM   in reply to Riffslayer1975
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    Has your download link for Creative Suite 6 been enabled?  The support team maybe confused as to what you are looking for do the high volume of customers who are contacting us looking for their CS6 upgrade.  Once the product is enabled for you to download you should be able to reference that to have replacement media sent out.

     
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  • Mike6158
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    4. Mike6158,
    May 20, 2012 9:42 AM   in reply to Jeff A Wright
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    Where does one find this link? I have Premiere Pro CS5.5 and with a very slow internet connection there is no way that I can download something that big

     
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  • Jeff A Wright
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    5. Jeff A Wright,
    May 21, 2012 10:14 AM   in reply to Mike6158
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    Once you have Creative Suite 6 displayed as your registered products under your account at Adobe.com you can then request replacement media.

     
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  • Mike6158
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    6. Mike6158,
    May 21, 2012 10:51 AM   in reply to Jeff A Wright
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    Jeff... help me out here. I can't have CS6 displayed as registered UNTIL I get the install disks. I cannot download the install because my connect speed is too low.

     

    The primary reason that I switched to Premiere Pro CS5.5 was the free upgrade to 6. Please don't tell me that was just a gimmick.

     
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  • Jeff A Wright
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    7. Jeff A Wright,
    May 21, 2012 11:33 AM   in reply to Mike6158
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    You will need to contact our support team via telephone to make the request.  If you go to Adobe.com select Help and Contact Us there will be a telephone option available for your region.

     
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  • AZCreative
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    8. AZCreative,
    Jun 4, 2012 3:28 PM   in reply to Jeff A Wright
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    Jeff, how do we "enable" CS6? Our internet connection is far too slow for the download version.

     
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  • Jeff A Wright
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    9. Jeff A Wright,
    Jun 4, 2012 3:38 PM   in reply to AZCreative
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    AZCreative please see message #7.  Since you will likely need to pay for the disc and shipping it is necessary to contact our support team via the telephone option applicable to your region.

     
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  • AZCreative
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    10. AZCreative,
    Jun 4, 2012 3:39 PM   in reply to Mike6158
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    Try this. Go to your account/My Products. Your CS6 upgrade should appear there. Click the arrow at left to display CS6 serial number. (Have gotten only that far myself.)

     
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