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davidmedina2012
davidmedina2012 Calculating status...
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I need to know why Adobe is discriminating against Puerto Rico

May 21, 2012 2:42 PM

Hope I got Adobe attention because so far it has been frustrating trying to get answers.

 

SInce 2005 and until 2012 I, a US citizen residing in Puerto Rico, USA, have been ablet to buy all my Adobe software online at the North America Online Store. In 2012 Adobe, without any explanation, decided to change that and now Puerto Rico can no longer buy online. Not an the North America Store (where it belongs) nor on any online store. We are now force to buy via the phone and only boxed products (very un-green) and paying high shipping costs.

 

As a matter of fact, now I cannot access my serial numbers or download any of my previous online purchases (LR 1, 2,3 or Photoshop CS3,4,or 5). Prodicts for which I paid.

 

I have tried to find answers with Customer service to no avail.

 

I had to purchase a boxed b=version of Lightroom 4 and at least Adobe paid the shipping. But I had no such luck.

 

When it was time to buy Photoshop CS6 upgrade I had to use the volume licensing just so I could buy a downloadable version. But to my surprise I had to wait four days to be able to download the programs. It begs the question if I can but a download version throught Volume licensing why I cannot buy it the regular online store?

 

I have tried, and tried to reach Adobe corporate office for an answer. It may be just an oversight. It could be a simple fix. But the Customer Service wall does not allow me to reach anyone at Adobe Corporate office and provide me with no answers. Very frustrating.

 

So, now I want to buy indesign CS6. I want to give Adobe $700. I want to bu it online. And as a matter of fact. I am using the trial version and only need the serail number to activate it. It seems simple. Just call and buy it and get the serial. right? Adobe does not make it easy. Again. because I am located in Puerto Rico, USA, I cannot buy online nor downloadable version, I must buy boxed version.

 

All I want is this: I want to know why Adobe in 2012 decided to exclude Puerto Rico from the North America online store after five years of being part of it. I want to be able to purchase my software online as I have since 2007. I want answers and I want solution. But all I get is frustration and roadblock to buy Adobe products.

 

I want to know why Adobe is discriminating against US citizens resideing in Puerto Rico, USA, and I want to stop doing it.

 

Can someone at Adobe help?

 

Thanks,

 

David Medina

2579 Views   5 Replies   Latest reply: Jay Chevako, Jun 15, 2012 3:52 PM
 
Replies
  • MichaelKazlow
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    1. MichaelKazlow,
    May 23, 2012 7:07 PM   in reply to davidmedina2012
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    The most effective solution is to write to the CEO at

     

    Corporate headquarters

    Adobe Systems Incorporated
    345 Park Avenue
    San Jose, CA 95110-2704

     
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  • Jay Chevako
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    2. Jay Chevako,
    May 24, 2012 5:33 AM   in reply to MichaelKazlow
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    I'm in Dorado and have had no problem buying upgrades online for a few years now. CS3 CS5 and CS5.5 (may 7) I am having problems getting my free upgrade to cs6, but I don't think that's isolated to PR.

    Jay

     
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  • davidmedinapr
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    3. davidmedinapr,
    May 24, 2012 5:55 AM   in reply to Jay Chevako
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    Le me give you guys an update for all those that may be having problems.

     

    I finally got through to Adobe HQ and In was assigned a rep. His name is Gautam Garg, Sr. Global Customer Success Representative (Consumer) Tier-3,

     

    The biggest problem is that Customer service is uselss. Most of the time they do not know what they are talking about. That is not to say that they are nice and try to be helpful, but most of them don't know what they are talking about.

     

    To give you guys an idea, when we bought Lightroom 4, we had to buy it over the phone. The explanation we were given by CS was something to so with Puerto Rico sale taxes, that they could not charge it online. Yet, when we purchase over the phone we weren[t charge sale tax either. So it was a cobnvenient "explanation" but not a real one.

     

    When tring to buy Photoshop CS6 upgrade we went through the same thing. Now the CS explanation was that the Adobe online store was not available to Puerto Rico that the only way we could purchase was over the phone. Apparently CS has never read trheir own faq.

     

    So why they may try to be helpful, they do not know what they are talking about. Sadly I have spent -wasted- long hourstrying to reason with Adobe CS.

     

    Gautam confirmed that in fact Puerto Rico is entitled to buy at the North America store: http://helpx.adobe.com/x-productkb/policy-pricing/stores-online-order- payment-faq.html. So is not a matter of discrimination or that we fell through the crack. It seems to be a error they made in their website and as fasr as I know it has happened to every local photographer that I know when trying to purchase from the online store.

     

    He tried to help and we did a screen share and still could not buy. It would give me an error. We took a screen captureand sent it to the Adobe techs. Hopefully it gets fix. After the many problem I had I decided not to purchase InDesign and stay with what I have been using.

     

    But to recap, Puerto Rico residents are able -or at least should be able- to purchase at the Adobe North America online store.

     
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  • Jay Chevako
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    4. Jay Chevako,
    May 24, 2012 10:59 AM   in reply to davidmedinapr
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    People just don't understand PR's relationship with the states. Years ago I got into a 15 minute argument with an airline attendant  who was insisting I needed a passport to travel to PR.  I Just insisted, and the guy gave in, but he told me that he wouldn't be responsible for any problems I had with customs.
    Jay

     
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  • Jay Chevako
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    5. Jay Chevako,
    Jun 15, 2012 3:52 PM   in reply to Jay Chevako
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    My apologies for trying to portray Adobe in a good light, they do have the system completley messed up whe it comes to Puerto Rico.  See adobe help hell for a good venting of anger.

    Jay

     
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