I seem to be in a vacuum with Adobe and their customer support. I cannot get answers from anyone on this subject. I love Adobe products, but I am sad to say that right now they are stealing from me. The support people in India simply cannot address this situation because it does not seem to fall into their protocol. I have sent emails to almost every department (including to report that Adobe has pirated me). No Response.
On 8-27-2012, I purchased a 1 year pre-paid subscription to photoshop CS6. I paid $248.86 for the pre-paid card.
The card arrived and I went to this address to redeem the card: www.creativecloud.com/redeem
I entered the 24 digit card number and that allowed me to download and use the software. Great!
1 month into my membership, I had a technical issue with Adobe Bridge. I called technical support and spoke to a guy in India who asked me for my serial number. I never had a serial number, I had a pre-paid card. He asked me for my adobe ID (I have an Adobe ID because I have another subscription to Illustrator, which is working fine). I gave him my ID and he told me that I do not have Photoshop CS6.
After much explanation and transfers to the highest levels of support, the guys in India decided to just hang-up on me. They could not resolve my issue, so they hung up on me. LITERALLY!
I have called and chatted with support for at least 13 more hours since then. I have been late with a project and lost a client since then. I have called the local Adobe office in San Francisco and the girl at the desk couldnt help me. I have sent an e-mail to multiple employees of Adobe. I have posted on this forum multiple times. NO ANSWERS!
I purchased a pre-paid subscription to Adobe, and they will not honor the subscription because the format in which I purchased the subscription was short lived (pre-paid card). Today, you can purchase a monthly subscription on creative cloud.com. On 8-27-2012, you could not. You had to buy a card from Amazon or Staples.
Adobe has failed to respond to me in any of the ways that I have attempted to contact them. I keep getting forwarded to the support guys in India who don't have any way of helping me unless I have a serial number. I was never given a serial number, but I am holding the card that I bought and the receipt that I received from Amazon.
This has been the most frustrating experience I have ever encountered with a company. I work for VMware and I expect more from a company like Adobe. This situation has become so over the top frustrating. I feel like I was just scammed on Craigslist.... but I was scammed by Adobe of all companies. UNREAL!!!
Would anyone with a heart beat care to help me resolve this issue? Anyone at all who works for Adobe? Please have some sense of obligation to a loyal customer. It's $250 that I paid you, not much for you to resolve, but it meens plenty to me. I just dont want Adobe to steal $250 from me. But thats whats happening here.
I have posted on this forum multiple times. NO ANSWERS!
This is a User to User forum...not a line to customer support so it doesn't surprise me another user can't help you.
When you bought the CS6 subscription, did you register your subscription? I have both perpetual lisences as well as subscriptions, both are registered and show up in my Adobe account. Have you confirmed that you have registered your CS6 subscription and that it's in your Adobe ID account?
According to Adobe Staff in this thread (#9) you do not need a serial number. " in Creative cloud do not need a serial number. it will be using your aadobe ID on which you have purchased the creative cloud membership. So you need to login with your Adobe ID and password to activate the cloud membership."
Understood, This was a hail mary attempt. As I mentioned, customer support has been exhausted. I was hoping that a Staff member here might see this and respond. I need someone in the US who has the capacity to investigate the nuances of Adobe's short lived Pre-paid card offering. I believe that the issue is related to the fact that Adobe did not require Adobe ID or Serial number registration on pre-paid cards. (That's my best guess).
I would love to register my CS6 purchase, but there is no channel to do so. Again, this was a pre-paid card I bought from Amazon.
Thank you for your response.
Thank you for your response. This is why I say I am in a vacume. I did not buy a creative cloud membership, I bought a pre-paid card which did not require an adobe ID or come with a serial number. Your response is very similar to those in India, they want my serial number or my adobe ID. Neither show my pre-paid card purchase. I think the pre-paid card idea was short lived at adobe. Sometime after August 2012, they offered CS6 subscriptions on Creative Cloud, and the pre-paid card purchasers were SOL when something went wrong. I would love to register my CS6 subscription with my Adobe ID... I was never given that option. I know its hard to believe, and there is a chance that this is UE. But at the end of the day, Adobe should be able to help me address this situation. I have the card in my hand, and I have the reciept in my hand. No one from Adobe has been able to help me despite that. It is a disconnect with their pre-paid card offering and creative cloud offering. I will give anyone my pre-paid card number, adobe ID and my purchase reciept if they can solve this riddle. (I'm 5 months and 15-20 hours of phone time into it and still no resolution). The fine people in India dont have the capacity to troubleshoot this. Adobe has no other source to resolve this except the ones I am taking now... posting on user forums, calling local offices, reporting piracy... I'm doing everything short of handcuffing myself to the doors of the closest Adobe office.) It's bad news man. But thank you for your response.
Something like this? Current Amazon Ad - Adobe Photoshop CS6 3 Month Pre-Paid Membership Product Key Card ... Convenient and affordable, the subscription edition includes everything in the latest ... 10GB of space on Adobe Creative Cloud to synch, share, and store your files for
Exactally like that, only mine was a 12 month. If you buy this card and download the software, you will not be asked for an adobe ID and you will not have a product serial number. So, if you need support or if you need to move it to another machine, you will not be able to.
This is an Adobe product BTW. You redeem this card at creativecloud.com/redeem
There would be no reason to buy this card now, because you can get a monthly subscription right from the website now. You couldn't in August when I bought my card.
Ive spent many many hoours on the phone with Adobe. They cannot help me from India. Its an exhausted channel. Thats why I am begging anyone from Adode who reads this thread to contact me and help me resolve this.
My origional issue was this: Browse in bridge was greyed out and I wasn't able to browse in Bridge. Part of the technical support assistance I was able to get was to delete the software and re-install it. However, I was never abe to re-instal the software because I didnt have it under my adobe ID and I didnt have a serial number.
Thats when they hung up on me.
First I am sorry that you are having an issue and I am sorry that you are not getting any satisfaction from Adobe. I have forwarded this issue onto customer care department and they should be contacting you directly.