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AmsTim20
AmsTim20
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Adobe Customer Support and License revoked

Aug 26, 2012 12:06 AM

Tags: #cs4 #license #activation #revoked

I recently got a new Imac and installed my CS4 master collection on it. I had purchased CS4 in Feb 2010 and used it weekly on my Macbook since then.  The application and license purchase was from Royal Discounter LTD.  From 2010 until present the license and all products have worked fine, as well as re-installs due to hard disk failures and OS upgrades.  The license agreement states that I am allowed to use the software on a laptop and a desktop as long as the applications are not used at the same physical time -- and there has not been an instance where I have had the applications open on both machines at the same time.

 

Several weeks ago after installing the software, I received a message that my license has been revoked and I was asked for a new serial number or that I could use the application one more time.  So I did. Now all the suite applications are disabled from use. The current message states: Excuse the interruption. Our records indicate the serial number used to set up this software is invalid. [the window lists the serial number]. This serial number will no longer permit you to use this product.

 

I contacted Abobe support through chat, and the customer service rep was not helpful. He would only say the license was invalid and not issued by adobe.  I explained the situation of where I purchased and had the original documentation. He kept saying that it was invalid. Not really helpful.  He said he would open a web ticket for me. I also selected that I receive a listing of the chat conversation but never received it. [Might be good to do a cut and paste of your Adobe chat conversations if you need a record of them, rather than rely on receiving them by email.]

 

About 30 minutes later, the ticket was open but then the text from the customer rep stated wrongly that I was requesting support because I had lost my license code. I replied with the information, and uploaded the receipts, proof of purchase, etc which showed the license code clearly and provided a very clear and detailed explanation of the problem.  the next day, the ticket was withdrawn by adobe support stating that i needed to verify the license code again and contact them.  The license code was on the proof of purchase. Now it appears I am back to starting over with this.

 

Any tips how to get through to Adobe Customer Support so this can be addressed?

 

The CS collection has run for more than 2 years with multiple activations, etc from Adobe. Is it truly possible that I have purchased an illegal/unauthorized license code and that Royal Discounter has been selling them for this period?  Why would Adobe continue to allow the activations and operations of the CS4 for more than 2 years if it was an illegal license? Has anyone else had the situation where Adobe has revoked a license that was purchased?

 

Any suggestions how to deal with this issue?  with Adobe support?

 

Thanks for the comments and advice

3075 Views   3 Replies   Latest reply: AmsTim20, Oct 21, 2012 3:17 AM
 
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  • Dov Isaacs
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    1. Dov Isaacs,
    Aug 26, 2012 9:19 PM   in reply to AmsTim20
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    Hopefully you understand that this forum is not a conduit to Adobe Customer Support. It is strictly a forum by which customers assist each other. However, sometimes, Adobe personnel do lurk here and try to assist where possible.

     

    If you search the internet with a Google search for “Royal Discounters Ltd” you will find a number of postings from customers who believe that they were defrauded by a company selling alleged OEM software from a company by that name but also doing business under a number of other names. These customers report getting pirated software that you download from their site and they give you what is supposed to be a valid serial number for same.

     

    Note that Adobe does not do business that way. Any company selling you so-called OEM versions of Adobe software are selling you likely is either (1) hacked software that attempts to bypass activation or (2) a copy of a volume license for which the license code was originally setup for use by a large, single organization with many users (such licenses cannot be legally subdivided and sold to outsiders). Adobe does maintain a very active anti-piracy group. When it does detect illegal use of a serial number, Adobe does what is necessary to prevent further illegal use of its software including further activation using such serial numbers.

     

    If you bought product from this “Royal Discounters Ltd” outfit and if either you downloaded the software directly from them and they sent you a serial number or they sent you a generic set of DVDs and a written serial number, you probably got scammed. You didn't mention what you paid for the CS4 Master Collection, but if it was a big bargain, a too good to be true price, it definitely was not kosher software.

     

    However, I will forward your message onto our internal group within Adobe that will hopefully contact you directly and ascertain what is really going on and attempt to assist you if in fact you do have valid software and serial number.

     

              - Dov

     
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  • AmsTim20
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    2. AmsTim20,
    Aug 26, 2012 10:04 PM   in reply to Dov Isaacs
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    Thanks Dov for your reply and I do realize it is not a conduit for customer support.

     

    I was hoping that someone would tell me I had overlooked something in the install or it was something with CS4 or something else from other more expert users experience.  The problem is looking more and more like option (2)  that you have mentioned, considering the amount of time that the software has functioned properly.  The price was about half of the retail price at that time, so yes, a good deal, but also expensive enough that I thought it could indeed be an OEM discounted price with my experience with other software manufacturers. But then, maybe indeed it was a good scam and thus, a good experience to be taken into account for the greater user commmunity.

     

    Thanks again for your reply and I will post any other information I learn in resolving this.

     
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  • AmsTim20
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    3. AmsTim20,
    Oct 21, 2012 3:17 AM   in reply to AmsTim20
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    a short message to close out this post....  through the assistance of a member, I was put in contact with Adobe Global Customer Service.  They entered their own support ticket and sent my ticket to the Piracy group for resolution.  In the meantime, they suggested I download a trial version of CS6 to use while the situation was being researched.  They also offered the CS6 master collection for purchase with a discount for my troubles.  I did download the trial CS6 for use while they were doing the research.  During that 30 day period, i asked for several updates to the license research but did not receive them. Finally I was at the point where the trial had expired and again I am left without an operating application.  I decided to purchase the CS6 that they had offered because I needed to use the software.  At that point of me buying the software, Adobe then closed out my ticket over the CS4 license issue.  When I asked why and pointed out that there had been no resolution, they only said it had been closed because I have the new application license now. I have spent more than 9 hours in time and more than 45 days calendar time trying to resolve the issue.

     

    Bottom line: no resolution.  It appears that Adobe may and will revoke a license without warning and at any time by an OEM/third party reseller. Why Customer Service and Global Customer Service closes out valid support tickets for this situation without resolution is quite suspect in my opinion.  If anyone wants the exact details, I have kept all my emails and correspondence between adobe and myself for this issue.

     

    Take away: If your license has been revoked and you need the Adobe products for your use and cannot wait more than 45+ days, you will have to buy a new license. 

     
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