I Purchased Adobe Creative Suite 5.5 production Premium (Student License) a month ago understanding that a free upgrade to Photoshop CS6 MAC. when available. How do I upgrade to CS6 now that it is released.
You guys are lucky getting a free upgrade.
I've been buying Adobe software faithfully since '91 and paid for my CS 5.5 in early March.
Not only don't I get the 'free' upgrade to CS6, I don't get access to my legal software via Creative Cloud as it's not available yet.
Adobe encourage new users who upgrade every other version and do little to stop illegal downloads of their software.
For us who remain loyal supporters and subscribers it's just one kick-in-the-teeth after another.
Believe me I had a disappointing exchange with them as well, they really know they have you after all I own about a thousand dollars worth of add on apps that work only as a companion to photoshop. In my case I bought the extended up grade in 2010 and it worked I reinstalled it a couple of times no issue, then I upgraded my machine to a 64 bit build because photoshop needed more memory than could be accessed on a 32 bit build. When I reinstalled photoshop it told me I had a invalid serial number. How it worked all that time and gave no clue I had been taken. I opened a case with adobe and it took them most of a month to decide that even though it appears to be a serial number from some other country they would not bend and give me a serial number that worked it would have cost them nothing, but it would have went a long way towards happiness in regards to Adobe. The only light is that I bought it again on march 29 so I get the free upgrade.
I am waiting for a free upgrade for my Photoshop CS6 for Mac.
My copy for Windows is bought in another country, so now I am getting nervous as to if I can get the upgrade.
Adobe Creative Suite Assurance Promotion FAQ does not mention purchases elsewhere.
And the upgrade-policy-product-announcement.html says to fill out forms depending on where you bought the upgrade (US in my case).
I was previously on CS2, so it might be my last upgrade, as I can't afford to pay for all upgrades as a hobbyist, so I was skipping some.
For more details regarding the post announce upgrade please refer to:
Complimentary CS6 upgrades | FAQ | Purchases from Adobe - http://helpx.adobe.com/x-productkb/policy-pricing/cs6-faq-direct-purch ases.html
Complimentary CS6 upgrades | FAQ | Purchases from resellers, Adobe - http://helpx.adobe.com/x-productkb/policy-pricing/cs6-assurance-faq-re seller-purchases.html
If you still have questions regarding if you qualify or not then you will want to contact our support team. For the best assistance, I recommend our chat support at http://adobe.ly/yxj0t6. Our chat representatives can provide a personalized experience to discuss your particular circumstances for the upgrade.
Cathecarnahan@gmail.com the process for submitting your request is located at Upgrade policy after product announcement - http://helpx.adobe.com/x-productkb/policy-pricing/upgrade-policy-produ ct-announcement.html.
I find it hard to beleive a company the size of Adobe does not have the process already setup to identify purchasers of the PS CS 5.5 who purchased it witin the free upgrade timeframe and generate the emails at this point. 7 days have gone by since the release and I understand Adobe says aproximately 10 days is the timeframe in which we should receive an email, but why is it taking this long to generate the email with the upgrade information? Seems to me that should be an almost instatenous process.
I received my email with serial number for the CS6 Suite and directions to download from My Orders in my account today, 5/14. I submitted my order for the free upgrade the day CS6 shipped.
Funny bit is, there's nothing listed in My Orders to download at all. So I just have the serial number and nothing to put it in.
Adobe is silly.
OK, update on above... Adobe says that while I received my serial number and a download link to my CS 6 free upgrade, the download link actually won't be active for 24-48 hours because, well, because they did it that way. :-)
I was told, though, that I could just download the trail CS6 Adobe Design and Web Premium Trial and plug the serial number into that. Because, well, that certainly makes more sense than actually linking the order for the free upgrade to the actual download. Because. (I think they are still very silly)
I didn't know Abobe was sending out upgrade emails. There's a form at adobe.com you can fill out with the information, at least if you bought the upgrade to CS5.5 from a retail channel, like I did. They said you could fill it out and send it in anytime after it started shipping, and the form was active to use as of Sunday, 5/6. That's when I filled it out with the info - adboe acct#, serial number of upgrade, and scanned receipt.
Well that makes more sense.
I purchased from Adobe directly and as I said, I cannot figure out why it takes them 10 days to notify people who purchased through them. Seems that people who purchased from a source outside Adobe were able to get their SN faster than people who purchased via Adobe. I must agree with you but would use a stronger term than silly.....
I was also told to download the trial and when the SN became availabe to enter it and all would be wonderful!
Ya, if I'd purchased the upgrade through Adobe I'd expect to get the serial number for the upgrade more quickly than folks going the retail route, esp. since through Adobe would be more expensive. My upgrade through bhphotovideo was $500, no tax, free ship, CS4 - CS5.5 (Design Premium).
But Adobe, like any other deity, works in mysterious ways. :-)
Well, I'm not sure that offering to sell you something they say they'll give you for free is the best marketing scheme. But I've known folks who would have pulled out their credit card and done it. :-)
Funny bit is that while I'm running CS6 now, through the trial download and entering the serial number they sent me for the free upgrade, they have yet to actually post the link to the regular download they said would be available in 24-48 hours, and it's well past that time. Not that I need it, but it does illustrate (grin) that Adobe has rather botched this whole free upgrade thing.
On the bright side, if you haven't started using CS6 as yet, you don't have to look at the amazingly ugly icons and splash screens they've put in.
11 Days and counting.... Chatted with an Adobe Support person yesterday.... He told me, after putting me on hold several times, to wait for the email. Said it woiuld be here in the next two days..
Day 1 now over.... This is not funny anymore...
I never implied it was funny. Just very silly. :-)
I expect they'll send you an email eventually. They finally set up the link for my free download upgrade four days after I downloaded the trial and used the serial number they'd sent earlier.
It's too bad, really. A long time ago, Adobe was very focused on customer support and service. I visited the place several times when I was working with Macromedia, and the support folks were very dedicated. Now, they truly don't seem to give a damn, but they don't give a damn in an opaque, professional manner. :-)
I tried installing my free upgrade & it did not install the programs needed (PS,FL,PR,Ai). Just the secondary programs that you can not use unless you have the primary programs.
I then followed the recommendation to just download the free trial of CS6 and enter the serial number they gave me.
I did and the same thing happened. The primary programs did not install. What is Up!
Can anyone help me?
"Remind me next time to purchase from a 3rd party vendor..."
Oh, but it's not that simple. :-) I think they try to mix it up each time so users never really know the best route.
When I upgraded from CS3 to CS4, I bought direct from Adobe. They shipped the upgrade for Windows instead of Mac as ordered.
When I contacted them, they shipped out the correct version overnight, and told me to keep the Windows upgrade. Made the upgrade almost free.
I think this time they were forced to send the free upgrade to folks who bought from third party early, because the rules they gave for those upgrades said they would process the submission for upgrade within 7 days, which they did.
Adobe says: "You'll receive instructions by email no later than May 25, 2012. The instructions will be sent to the email address you used for your qualifying order".
I'm starting to get worried now. . .
That is what the latest Customer Service Rep told me. At least it means they are getting their messages to their customers straight, but we shall wait and see... They did say within 10 days of the release of CS 6.... Which has come and gone....
I have been continuing to monitor this thread but for this type of an issue you need to be working directly with our support team which you have been doing. They can work with your individually to allow you to resolve your difficulties.
I should also add that I have been reporting the issue of receiving the upgrade to CS6 as on of our top issues causing difficulties for our customers. I apologize for the inconvenience each of you are facing and appreciate your continued patience.
Thanks Jeff. I realize you are not able to tell us what is really going on just like the reps I chatted with do not know for sure either. We can only wait until the 25th and if not received by then go back to support. Seems like a viscious circle and, beleive me, I am one frustrated customer.
I did everything that was asked to do to get my free upgrade...now I got an email saying my case is close and I'll get a download link in 24-48hrs it's been over 30hrs or so and I know it's not 48 yet...I'm not freakening out I'm just wondering when it's ready to be download where would I find it?
This being the appointed day..... Shall we take bets.... Dare I look at my email today..... The clock is ticking...
No email as of 12 Noon EDT, so i contacted support via online chat and a wonderful person was able to give me the coupon code. Went to the Adobe Store.... Upgrade to PS CS 6 .... Entered code and credit card information and total was $0.00... proceeded and got the serial number with the receipt online..... No confirming email with SN however.. Glad I saved a copy of it. I did stay connected to the Rep until I got the purchase completed. Not taking any chances....
Adobe still needs to get their act together. I never should have had to call if this person could give me the code in a few minutes...
Okay, just received the email receipt and SN.... Good to go...
I’m in the same boat.
I knew this would happen so I sent in a support ticket and got a case number on the 22nd. I was told that I do qualify for the cs6 upgrade but I would have to wait. So I did and guess what – nothing came.
I spent the better part of an hour in chat and while they have agreed there is an issue and have “escalated” my problem to the “offline team”, they are now away for Memorial Day and I won’t hear back until at least Tuesday.
All I wanted was a link to my promo code or an explanation – I didn’t get either and now the studio I've booked out sits vacant all weekend.
I cannot imagine letting a client twist in the wind without delivering their project or an explanation as to why an extension is needed – It’s unfathomable. If Adobe cannot stick to their deadline they need to change it or explain why BEFORE the deadline passes. A simple email would suffice and any adult with any business experience would agree that this just is common sense.
What will Adobe do now? I predict I’ll get a form letter apology ( that’s not worth near the $300 I lost this weekend ) and finally a link to my promo code. No mentions of compensations or added value for my trouble.
Enjoy your extended weekend kids – status quo starts back on Tuesday...
I am in the same boat. They told me it would be minutes yesterday until I recieved the promised CS6 e-mail after many phone calls and apologies from support. Have had my case opened and closed several times for no reason. Still waiting on CS6. I don't know what to do. I have tried everything for weeks.
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